Viu-viu Casino - Player's account has been closed.

Hello, the bookmaker blocked me. I deposited 45 euros the first time and 25+ euros the second time, but they credited it manually. It didn't go through automatically. I played through the deposit and wanted to withdraw the money. I saw that the withdrawal required a wallet link. I wrote about how I could withdraw the money. They said I needed to make a deposit. I told them I wouldn't make a third deposit. I explained that deposits don't come automatically, only manually, that is, through an operator. I've written to them multiple times asking for my money back. I wanted a refund, but they blocked me.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Viu-viu Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the email/chat exchange with the casino where you discussed the crediting of the first 2 deposits in the casino to your player's account?
• Could you please share with me your communication with the casino regarding the blocking of your account? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I sent you the chat log, meaning screenshots. How can you verify this? I wrote to you that they haven't responded in three days.

Thanks for your reply. From my point of view, there is missing information. If you have saved more from the communication between you and the casino support, please provide it. You also rote the casino blocked you. Kindly provide more details about the situation by responding to my questions.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the email/chat exchange with the casino where you discussed the crediting of the first 2 deposits in the casino to your player's account?

I apologize for the inconvenience.

Dear koselapavlo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you koselapavlo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Viu-viu Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for reaching out and for your assistance in this matter.

We would like to clarify that the account was closed following a request submitted by the player. No additional measures were applied by the casino outside of this process.

Regarding the resolution of the player’s concern, we have already contacted the player directly and requested the necessary details to proceed with the reimbursement of their deposits. At this stage, we are awaiting the player’s response in order to move forward the process as soon as possible.

We remain fully committed to resolving this case in a fair and transparent manner and will be happy to provide updates once we receive the requested information from the player.

Thank you for your cooperation.

Kind regards,

Viu-viu Casino Team

You only responded to me today. I waited a month for your response, but you didn't answer me until I filed a complaint. It's good that Guru's support team is helping.

Thank you for the update Viu-viu Casino representative.

Dear koselapavlo, have you provided the requested information to the casino yet? Thank you in advance for your cooperation!

Yes, I provided it, everything is fine, the money was sent to me, thank you for your help!

Dear koselapavlo,

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,

Peter