The player from Finland had made multiple withdrawal attempts totaling 500€, but they were canceled due to a payment provider error. After providing KYC documents, he continued to face issues, with previous withdrawals falsely reported as canceled by him. He had three more withdrawals pending, with no funds received. The issue was resolved after he successfully withdrew 2000€, and all his funds were received. The complaint was marked as 'resolved' in the system, and the player was encouraged to share his experience.
Viking Luck Casino - Player’s withdrawals have been delayed and canceled.
Resolved
Our verdict
Case closed
Amount: €4,200
Viking Luck Casino
Safety Index:Fresh casinoCase summary
Discussion
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5 months ago
Translation
A week ago, on the night of 22.6-23.6, I made a withdrawal of the first 500€, then two more within two days. I didn't have the opportunity to add KYC information because my profile said it wasn't needed. After a few days, the withdrawal was canceled and then in the chat they said that the reason was a payment provider error, etc. After this, they also asked for my documents, I submitted them and they were approved. Over the course of a couple of days, I chatted in the chat and still got this payment provider error as an answer. On Friday, 27.6, my withdrawal was canceled again, now in the chat they said that I had canceled all previously canceled withdrawals myself, even though this is not true. Now I have 3 more withdrawals waiting, this time with a different payment method. The previous withdrawals were going via Zimpler and now via Bank transfer. Even today, 30.6, I haven't received a single withdrawal to my account.
Automatic translation:
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5 months ago
Dear Rs321,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Viking Luck Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you received a confirmation from casino that your KYC verification is successfully completed?
- Have you had any successful withdrawals with this casino, please?
- Have you accumulated your winnings with the help of bonus, please?
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,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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5 months ago
On my profile, it says that my account is verified.
I have not withdrawn on this specific casino before.
I did have a deposit bonus.
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5 months ago
Dear Rs321,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Looking forward to your reply.
Katarina
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4 months ago
Hello,
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.
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4 months ago
Hello,
thank you for your emails and your message.
It seems we are moving forward.
Have you received your remaining funds, please?
Please keep us updated about any new development regarding your complaint.
Looking forward to your reply,
Katarina
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4 months ago
Dear Rs321,
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.
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4 months ago
Hello,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
