Viking Luck Casino - Player's withdrawals are delayed.

The issue involves three withdrawal attempts of 500€ each (maximum withdrawal is 500€ per 24 hours). The first withdrawal attempt was on December 27, and the withdrawals were canceled for four days without explanation. The latest withdrawal attempt has been pending since January 1. I've received explanations about technical issues, but it sounds strange to me that the casino has had technical problems for almost a month now. I'm out of options and energy, and I'm hoping to get some help with this situation through this channel. Attached is an image of the withdrawal that has been pending the longest. Thank you.

Dear Miika, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus? 

Are the technical issues the only reason why your withdrawal is delayed according to customer support?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hi. At least the KYC check has not been required yet. The winnings have been received with a bonus but the wagering has been completed in full. At least I have not received any explanation other than technical problems. Customer service has been saying for several weeks that my withdrawal will be processed soon and is a top priority, but they still can't process the withdrawals. Customer service is friendly, so I give them points for that, but after probably 15 years of playing at casinos, this is the first time I've encountered such incredibly long delays that it makes me wonder if everything is okay.

And this is my first withdrawal from this casino.

Thank you for your responses.

Could you please clarify if you used the same payment method for withdrawing your winnings as you did for depositing?

Have you tried selecting a different payment method to check if your withdrawal request could be processed successfully?

Hello.

At first I used the same withdrawal method as I used to deposit but was told to try another method. Now this week a KYC check was required and it has been successfully completed. They promised that the withdrawal will now be processed within 3 banking days. I'm not holding my breath waiting for this. It's painful, I've been trying to get a withdrawal done for over a month. But I'll let you know here if I get/don't get the money in the next few days

Thank you for the update. I'm glad to hear that your verification has been successfully approved.

Regarding your withdrawal, please note that we generally recommend allowing up to 14 days for processing and payment. Based on our experience, most withdrawals are completed within this timeframe. If you have not received your winnings by February 7, please let me know, and we will proceed with further investigation.

Thank you for your patience and understanding.

Dear Miika,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.