Viu-viu Casino - Player's account is closed and funds are missing.

I deposited real money, played with real money, I have my deposit receipt, provided my documents for verification, I won, I requested a withdrawal and they told me that my zip code was wrong and that was why my withdrawal was not processed, I asked support to change it and they did it, later I requested a withdrawal, they did not process it, it said that the funds were returned to my account, but my balance was zero, I went to the chat that according to them I am a VIP client and they gave me an advisor, after being on hold the chat closed I saw that my account session was the same, I entered and my account was blocked, I went to the chat again and they told me that it was an administrative decision that violated a policy which I asked what it was and they did not tell me, they told me that my balance was reduced, I asked how much and where my balance was, they told me to write to support I wrote and I still have no answer I do not know how much they took from me, everything points to that they stole from me.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you provided the casino with accurate and truthful information during your registration and the KYC process?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

No successful withdrawal.

The verification with ETX documents was successful, they said the error was the postal code and it was corrected.

All the information is real, my documents and everything else. My mistake was the one mentioned above: I put my country code 503 and it asked for my city code 1123.

You love to play

It's a scam house, don't fall for it.

Dear player, you haven’t yet answered one of my earlier questions: Did you play casino games or bet on sports?

Additionally, has the casino specified exactly which rule or policy from their Terms and Conditions you are alleged to have violated? Have you received any further explanation or updates from the casino regarding this matter?

I played both casino and sports. I asked them which T&Cs they violated, and they didn't respond. They're a scam. I asked them about my balance, and they didn't respond.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Viu-viu Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel,

We are in the final steps of thoroughly reviewing this case. A detailed response will be provided from our side shortly.

I apologize for the delay, and thank you for your understanding.

Respectfully,

Viu-viu Casino Representative

Dear Pavel,

The response has been sent to your email. Please let me know if you require any additional information from our side.

Respectfully,

Viu-viu Casino Representative

They're a scam casino. How can they think you're going to commit scams, fraud, or anything with a $200 deposit? Plus, they limit your account balance if you win. With that method of operation, they easily scam a lot of people and become millionaires. They're spending so much time checking a simple account with only a few bets. Haha, they're a joke.

Thank you, Viu-viu Casino Representative!

Dear aledato7, we have learned that the reason why your account was blocked is related solely to the sports betting. We do not have enough expertise in this field yet, therefore, I am unable to help you. Thus, I must reject your complaint.