The player from Germany had won real money at Viperwin on December 10, 2024, but had not received a verification email. There had been no option to upload the necessary documents on her casino account, which caused a delay in the payout process. The player had waited for over two weeks for the withdrawal. The Complaints Team had attempted to facilitate communication between the player and the casino but had not received a timely response from the casino regarding the verification issue. As a result, the complaint was closed as 'unresolved' due to a lack of collaboration from the casino. The player had been advised to contact the Anjouan Gaming Authority for further assistance. Eventually, after further communication, the casino verified her account and processed her withdrawals. The player confirmed receipt of her winnings, and the case was marked as 'resolved'.
ViperWin Casino - Player’s payout is delayed due to verification issues.
Case closed
Amount: €5,008
ViperWin Casino
Safety Index:Fresh casinoCase summary
Hello, on December 10, 2024, I won real money at Viperwin.
Unfortunately, I have not yet received any verification email from the casino and there is no option on my casino account for me to upload my documents.
I would appreciate it if you could help me get in touch with the casino to expedite the withdrawal process, as I have been waiting for over two weeks now for my payout.
Hello Ninosch,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ViperWin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already provided to the casino if any?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
Hello, thank you for your answer.
I requested my first withdrawal on December 10th, 2024. Unfortunately, the casino won't pay out until I've verified myself. But I can't verify myself on my casino account because the buttons to upload my documents aren't available. See the screenshot.
However, I have not yet received an email from the casino stating that I can send my documents by email.
I am not in contact with the casino at the moment.
Kind regards
Hello Ninosch,
I would not wait for the casino to contact you but rather forward them the documents to they KYC deparment.
Once you send it to them, it might take up to 14 days for the account to be verified.
Please contact them and let us know in case they would not reply within a reasonable time frame or in case your account would get verified.
Regards,
Nick
I have submitted the documents. Now I just have to wait. I hope the casino responds in a timely manner.
Hello Ninosch,
Please keep in mind that verification may take up to 14 days.
Let us know in case you get verified or any complication would come up.
Awaiting your response.
Regards,
Nick
Hello Ninosch,
Can you please advise if there's been any update regarding your withdrawal?
Looking forward to hearing from you.
Regards,
Nick
Hello Nick,
No, unfortunately nothing has happened yet. 🙁
Hello Ninosch,
Before we would try to get in touch with the casino, please forward the communication between you and ViperWin related to this issue to [email protected] for further review.
Awaiting your response.
Regards,
Nick
What kind of communication do you mean?
Nothing is happening, is it?
The casino's website still says that I am not verified. Under the verification tab it says that I should upload more documents, but it doesn't say which documents they should be.
How am I supposed to know what to upload if it doesn't say what the casino wants? All the necessary documents have already been uploaded and apparently accepted.
It might be advisable to involve the casino after all. I've been waiting for quite a while now and I suspect that nothing much will happen.
Hello Ninosch,
I meant the e-mail communication between you and the casino - as you always should contact their e-mail support first - requesting additional information regarding the verification.
If you did not contact them yet, I would advise to do it as soon as possible.
If yes, please forward the e-mails to [email protected].
Regards,
Nick
I can no longer log into my account. Viperwin has apparently blocked my account. However, I have not received an email explaining how or why.
Now I can't complete the verification at all.
What do I do now?
Thank you Ninosch for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Ninosch,
It's Michal again, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.
We would like to invite ViperWin Casino to join the conversation.
Dear ViperWin Casino,
I would appreciate your assistance in clarifying the status of the player's verification process. The player submitted the required documents several weeks ago, and I am keen to understand the reasons for the delay. If additional documentation is necessary, could you please specify what is needed? Thank you for your attention to this matter.
Hello Michal
Thank you very much for supporting me so actively and I would also like to thank you very much for your time in all the cases so far.
These are all sister casinos. I suspect that they all have the same problem.
Funbet, Wingaga and another casino also don't pay out. The same thing happened relatively quickly with Viperwin. And I believe these are also sister casinos of Casinoly and Revolution.
The fact that they all don't want to pay out is probably due to the same problem.
When I log in to each casino it says that my account is being verified. So I can no longer log into any of the casinos.
So it would be nice to know what's going on. To be honest, I don't understand anything anymore.
I'm starting to find it really strange what the casinos are doing to me and I'm just frustrated that I got involved with them. Why do I pay into the casinos? To win! But if I can only lose because a win isn't paid out, then there's no point in playing anymore.
Do I have to file a complaint for the other casinos as well, even if it is probably the same problem?
Since the complaints are piling up, I'm going to stop playing at the casino until everything is resolved. There's no point in it anymore.
Kind regards
Dear Ninosch,
We would kindly request to provide us the requested transaction history of the top up of Jeton for December in order to complete your account verification. If you have any additional questions don't hesitate to contact us.
Thank you in advance.
Kind Regards,
ViperWin Casino Team
So, did I understand correctly? You want a screenshot from Jeton showing the deposit I made to ViperWin Casino?
It's just difficult because I no longer have access to my ViperWin account to reconcile the payments 😉
Or do you want a complete transaction history from December?
Then I would need an email address from you so that I know where to send the payment history.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Ninosch,
I apologize, but since we haven’t received any further response from the casino regarding the issue, we have come to a point where we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.
Typically, effective resolution requires active collaboration among all three parties involved: the player, the casino, and the mediator. Unfortunately, this has not occurred, and the casino team seems to have stopped to respond.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
You can try to contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players, and the casino must cooperate with them. Please let me know how they responded at [email protected]. I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of ViperWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Ninosch
Thank you for your patience.
Kindly be informed that your gaming account still needs to be verified and we are still waiting for your to send us transaction history of the top up of Jeton for December .
We hope this clarify the situation for you.
Best Regards
ViperWin Team
Dear Ninosch,
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.
I have just uploaded my Jeton transaction history for the entire month of December 2024 to the verification tab in my Vipervin account.
Sorry for the late reply.
Kind regards
Dear all
Thank you for your patience.
Kindly be informed that we are checking the provided documents with relevant department and we would get back to you as soon as we have any news from them.
Best Regards
ViperWin Casino Team
Dear ViperWin Casino Team,
Thank you for your response. I look forward to witnessing some reasonable advancements in the near future.
Dear all,
Thank you for your patience.
We would like to inform you that client's account has been successfully verified.
Best regards,
ViperWin Casino team
Dear ViperWin Casino Team,
Thank you for the positive news. I trust the player's withdrawal will be processed in the standard way without any unnecessary delays.
Dear Ninosch,
Please let me know once you receive your winnings.
Dear all,
We would like to inform you that we are looking into player's withdrawal requests.
We endeavour to complete the payment as soon as possible.
Thank you for your cooperation.
Kind Regards,
ViperWin Casino Team
Dear Ninosch,
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.
Dear Ninosch,
Can you please confirm if you have received the withdrawals?
Dear ViperWin Casino Team,
Could you please provide clarification on why the player has not yet received any payout, despite that a week has already elapsed since your last response?
Dear Ninosch,
We are pleased to inform you that your account verification and pending withdrawals have been successfully completed.
Thank you for your cooperation.
Kind Regards,
ViperWin Casino Team
Um, excuse me? I haven't received a recent payout yet. I just checked again.
Dear Ninosch,
We would like to kindly confirm that the payment of the 3 previous withdrawals has been successfully completed on 21.07.2025.
Kind Regards,
ViperWin Casino Team
Correct. I'm sorry. That was my mistake. I didn't look properly. Thank you for the clarification.
Dear Ninosch,
Since you have confirmed the receipt of the funds, may I proceed to close this case as resolved?
Not everything has been paid out yet. €3,000 is still missing.
Dear Ninosch,
Thank you for the update.
Dear ViperWin Casino Team,
Can you please let us know when the remaining €3,000 will be disbursed to the player?
Dear Ninosch,
We are happy to inform you that your latest withdrawal requests have been successfully completed yesterday, 04.08.2025.
Kind Regards,
ViperWin Casino Team
Currently, €2,500 is still outstanding. €500 is currently being processed for withdrawal. Unfortunately, I can only request €500 at a time. I can only make another withdrawal once this amount has been paid out.
Dear Ninosch,
Thank you for the additional information. I understand your desire to receive your winnings at a faster pace, but the casino has this in its terms and conditions:
6.15 Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.
I'm afraid that there is little else to be done except to practise patience and submit your withdrawal request when the option becomes available. I remain hopeful that the casino team will handle the payments in line with the standard payout schedule.
Dear Ninosch,
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.
Dear Ninosch,
Can you please confirm the total amount of your winnings that you have received so far, as well as the remaining balance?
There is only 500€ left which needs to be paid out and is currently being processed for payment.
Dear Ninosch,
Thank you for the update, I'm glad that you received almost all your winnings and the remaining payment will reach you in the coming days. With this is mind, can I proceed in closing this case as resolved?
Yes, you can. Thank you for your help☺️🌼☀️
Dear Ninoch,
Thank you for your confirmation. I am glad that our involvement again played a role in resolving the situation and that you have received your winnings. I'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
