The player from Germany was facing issues withdrawing €1,400 from VipLuck Casino, where the withdrawal request had been pending for three weeks without confirmation. Despite having a verified account and previously processed smaller withdrawals, the player had received no responses to emails or assistance in live chat. We asked for further details about account access, bonus use, and communication with the casino, but the complaint was later marked as resolved by the player. The case was therefore closed as resolved, with no further action needed.
VipLuck Casino - Player's withdrawal is delayed and payment is denied.
Resolved
Our verdict
Case closed
Amount: €1,400
VipLuck Casino
Safety Index 6.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello CasinoGuru team,
I hereby file an official complaint against VipLuck Casino (accessible at vipluck1.com) because I am being denied my rightful winnings totaling €1,400.
I requested two withdrawals via bank transfer. Since then, I have not received any confirmation emails, which is usually standard practice with this provider. My player account is fully verified, as smaller withdrawals have previously been processed smoothly using the same bank account. I have not violated the terms and conditions at any time. A screenshot showing the withdrawals as "pending" is attached to this complaint.
I set an official deadline of today, August 24, 2026, for support via email. This deadline was completely ignored; I received no written response. For days, I've been given the runaround in the live chat, and today I was fobbed off with the standard line that the matter has now been "escalated" internally. The money still hasn't arrived in my bank account.
Since the casino is obviously trying to delay the payout without reason and is blocking contact, I politely request your assistance in reviewing the case and getting my money released.
Thank you so much for your help.
Automatic translation:
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VipLuck Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible to you? Can you log in?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino when you contacted them regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationHello,
Yes, I can still log in to my account.
No, I didn't have an active bonus at the time; the money was won without a bonus or wagering requirements.
Regarding the topic of conversations, I don't have much. The first conversations were via live chat, and I never received any emails.
I took a few screenshots at the end, which I can send you.
MFG Schneider
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear DjMain,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
