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

Complaint Against Viu-Viu Casino

I would like to file a complaint regarding the inability to withdraw my funds and the actions taken by Viu-Viu in relation to my account.

I originally funded my account in USDT, and my balance was also displayed in USDT. The casino then forcibly converted my balance from USDT to EUR without my consent or prior notice.

After this, I encountered problems withdrawing my funds in cryptocurrency. I have been contacting Viu-Viu Support for several weeks, but their responses have been very slow and I have not been provided with a concrete solution.

Support informed me that the payment method I previously used is no longer available, and therefore the corresponding withdrawal method is also unavailable. I was instructed to make a new deposit via C2F, even for the minimum amount, in order to make withdrawals available.

After several requests, I asked them to clearly confirm whether I would be able to withdraw my existing balance specifically in USDT after making such a deposit. Viu-Viu confirmed in writing that after the minimum C2F deposit, cryptocurrency would be available as a withdrawal method and USDT would be available as the withdrawal currency.

However, another problem then arose: since Monday, I have been completely unable to access the website from Belarus. When I try to access the site, I receive a message stating that players from Belarus are no longer supported.

As a result, I currently cannot access my account or withdraw the funds that belong to me. The casino first unilaterally changed the currency of my balance from USDT to EUR, then made cryptocurrency withdrawals unavailable, instructed me to make an additional deposit in order to unlock withdrawals, and now my access to the website from Belarus is completely restricted.

I do not want to use a VPN or otherwise bypass any restrictions without clear instructions from the casino regarding how I am supposed to access my account and withdraw my funds.

I want to withdraw my entire available balance in USDT — the same cryptocurrency in which I funded my account. I do not consider it reasonable to require me to deposit additional funds in order to access money that already belongs to me.

I ask Casino Guru to investigate this situation and assist me in resolving this matter with Viu-Viu Casino, specifically:

1. On what basis was my balance converted from USDT to EUR without my consent?

2. Why is a new deposit via C2F required in order to withdraw funds that are already in my account?

3. Why has the casino stopped servicing players from Belarus, and how am I supposed to access my account under these circumstances?

4. How can I immediately withdraw my entire balance in USDT?

I am fully prepared to complete any required identity verification and provide all necessary documents. I am also prepared to prove ownership of the cryptocurrency wallet to which my funds are to be withdrawn.

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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 with me your communication with the casino regarding both issues? 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

I started playing at this casino back in 2025. My account was not blocked by the casino. I lost access to my account after a message started appearing when I tried to log in stating that access from Belarus was prohibited. I had not encountered any such restrictions before, and I was able to use my account normally.

I played both casino games and sports betting. The funds currently on my balance were not obtained through the use of any bonuses.

The correspondence with the casino was quite lengthy. To briefly summarize it, the last screenshot shows the casino’s current position regarding the withdrawal of my funds.

I am satisfied with the casino’s response that I can use a VPN to access my account and withdraw my funds. However, I still do not understand why I am required to make an additional deposit in order to withdraw funds that are already on my balance.

To me, the requirement to deposit additional funds before being able to withdraw funds that already belong to me seems unusual and raises reasonable concerns. I would like the casino to clearly explain on what basis this additional deposit is required and why the withdrawal cannot be processed without it.

This is why I have asked for assistance in resolving this situation. I am not refusing to comply with reasonable requirements from the casino, but I would like to understand their purpose and justification.

Dear Balen,

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, Stefan (stefan.m@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

Dear Balen,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Viu-viu Casino to join this conversation and assist in addressing the complaint.

Dear Viu-viu Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 Balen,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Ajouan Gaming Authority itself (article on how to file a complaint: https://casino.guru/licensing-authorities/comoros-license). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru