The player from Germany had encountered repeated cancellations of withdrawal requests since 10/15/24 and had not received any explanation for this issue. Despite multiple attempts, her winnings had remained unpaid, and communication from the casino had been unhelpful. The Complaints Team had reached out to the casino for clarification, but no response had been received within the given timeframe. Consequently, the complaint was closed as 'unresolved,' which may have negatively impacted the casino's rating and informed other players of her experience. The casino reopened the complaint and informed us that the player had played down his winnings and there was no money left in the account. The complaint was then rejected due to players unresponsiveness.
ViperWin Casino - Player’s withdrawal attempts are being canceled.
Player stopped responding
Amount: €150
ViperWin Casino
Safety Index:Fresh casinoCase summary
Translation
Hello, I made my first withdrawal on 10/15/24, and three days later it was canceled. On 10/18/24, I made the second withdrawal, and today, on 10/24/24, it was canceled again without any explanation. The chat advises me to try again, but this is the third time it has been constantly canceled. I want my winnings paid out immediately. The responses via email are brief and not helpful. Can you please help me? This is just a way to stall so that I gamble away the winnings. I am determined to fight for my winnings this time.
Dear Damaca,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Which payment method have you used for deposits, and which payment method are you attempting to use for cashout of your winnings?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
TranslationHello, I was informed that my account does not need to be verified.
I still sent all documents, bank card and ID by email and it was received. I get answers that don't help because nobody tells me why the payment is failing. 
TranslationI tried twice on my bank card and the money was deposited from there. Now I tried to withdraw money from my visa but it is still pending but it is cancelled again.
Thank you very much, Damaca, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi Damaca,
My name is Romi, and I will be in charge of your case from now on.
I would now like to invite the ViperWin Casino representative into this conversation.
Dear ViperWin Casino,
Could you please provide more information about this case to clarify the situation?
Thank you in advance.
Romi
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 Damaca,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
Best regards,
Romi
Hello, all.
We have reopened this complaint as per the casino's request.
Dear Damaca,
Please update us about your withdrawal. Have you received it?
Thank you in advance.
Respectfully,
Romi
Dear all
Thank you for your patience.
Kindly be informed that all of customer withdrawals has been canceled and played down by him and there is nothing to be processed on our side.
We hope this clarify the situation for your .
Best Regards
ViperWin Casino Team
Dear Damaca,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Romi
Casino.Guru
