Viu-viu Casino - Player’s withdrawal is delayed due to verification issues.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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.

I just received another email from your support department. I don't understand because I've already sent the required documents, photos of my ID card + a pdf of my utility bill. I await your confirmation that my account has been verified, so that I can initiate my withdrawal.

J***

=================================================================================

On Monday, July 7, 2025 at 10:42:34 AM GMT+2, Support Viu-Viu <[email protected]> wrote:

Dear J***,

We hope you are well!

Thank you for waiting, please pay attention to the conditions for verification:

1. The edges of the document are clearly visible and its authenticity is confirmed.

2. The information on the document is clearly readable (there should be no glare or damage)

3. There are no signs of forgery or photoshop.

The document is not a scan.

3. The person is over 18 years old.

4. The photo must be clear, taken live and without filters

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!

Kind regards,

Viu-Viu Team

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.

Will your colleague Pavel also respond via this board or can I expect an email soon that my account is verified? Thanks very much for your time and effort Kristina!

Kind regards,

Jacqueline

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: [email protected]. 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 would like to inform you that we have sent a detailed explanation regarding the complaint from the player to the email address [email protected].

Should you require any additional information or clarification, please do not hesitate to reach out.

Best regards,

Viu-Viu Team

Dear player,

please, try to submit new photos for verification. Before, submitting them, try to read information on your documents and see if your face is distinguishable on the photos, and decide if these photos are good for verification according to that. Casino needs to be able to read the information on your ID and other docs and to see your face clearly to confirm it is you. Without photos in good quality and lighting they will not be able to process your withdrawals.

I just emailed support the required photos from my ID card and selfie and a pdf from my utility bill. The email is also sent to Pavel, so that you can check for yourself that everything is in order. Thanks!

Thank you very much!

I just received confirmation from Viu-Viu's support team:

Dear J***,

We hope you are well!

Thank you for providing the requested information. We’ve successfully forwarded your request to the relevant department for further processing. Please rest assured that your case is being handled with priority, and all necessary steps will be completed very soon.If there are any updates or if additional details are needed, we will reach out to you without delay. We appreciate your patience and are here for you should you need any further assistance.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!

Kind regards,

Viu-Viu Team

ID: *****

All right, let's hope that the photos are approved this time!

Hi Pavel, I just sent you an email because I thought I could no longer post here (my bad). :As mentioned, the casino is giving me the runaround by referring to a link where I should upload the docs. However, I've tried this many times and the live scan of my face fails time and again. That's why I want them to accept my documents per email. Please help!

Thank you very much!

J*****

Update - I had sent two new selfies with ID card to Viu Viu, but just received a similar response:

On Sunday, July 20, 2025 at 12:20:00 PM GMT+2, Support Viu-Viu <[email protected]> wrote:

Dear J*,

We hope you are well!

Thank you for the information provided. We would like to inform you that we cannot verify your documents in this way, because we need you to upload them via the link and our financial department will check everything as soon as possible and you will be notified.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!

Kind regards,

Viu-Viu Team

ID: GXOLG3

Dear percival120718,

last two selfies you have sent me look good and suitable for verification. Are you able to use the casino's link and try to make same ones via the link in the same place around the same time? If you are able, please, also, make a screenshot of photos you submit so we can try to understand what exactly is the problem.

I have repeatedly tried to complete the facial recognition verification step, but the system fails every single time.

I was able to scan my ID card (front and back), the system only allows the upload of POA, no selfies, that's why I sent them via email. Because of the liveness check failures I cannot complete the verification process.

However, because of the poor scanning quality of the system, my ID card was not accepted either.

This is one of the emails I sent to Viu-Viu:

=======================================

On Sunday, July 6, 2025 at 08:21:47 PM GMT+2, jacqueline xxx [email protected]> wrote:

No, I've tried several times - but the system gives a failure.

I want you to verify and accept my documents manually, because this is going nowhere.

At one time, the liveness check appeared to have been successful, but the verification was rejected nevertheless - it just kept showing this message that my data were being processed, no confirmation that my verification was successful:

==================================================

----- Forwarded Message -----

From: jacqueline xxx <[email protected]>

To: Support Viu-Viu <[email protected]>

Sent: Sunday, July 6, 2025 at 08:05:43 PM GMT+2

Subject: Re: Viu-viu.com - Withdrawal Cancelled

I am trying again, the liveness check went through, but the same poor quality scan of my ID card may cause a problem.

It's still verifying my docs as per the screenshot below:

===================================================

And another email with a screenshot of my face during the live scan:

====================================================

On Sunday, July 6, 2025 at 08:00:45 PM GMT+2, jacqueline xxx <[email protected]> wrote:

Hello,

I have tried five different times -- this is the result - I am familiar with this type of scan but the system fails to proceed with actually scanning my face (the circle with the green dots). I am in a well-lit room, but this error message comes up time and again (see below). 

I've sent a selfie holding my ID card, so I request you to accept this manually. 

Jacqueline S*

===============================================================================================

Please note that I've used different devices, lighting conditions, and browsers, but without success.

As a result, I would like to suggest an alternative form of verification — for example, a live video call via Skype or Zoom, during which I can show my ID and confirm my identity in real-time.

Please let me know if this is acceptable. I am willing to cooperate fully and would like to resolve this matter promptly.

Viu-viu Casino, please, let me know if there are any specific reasons for which player's documents cannot be verified via the Sumsub and if there any other ways that could be suitable for the verification to my e-mail: [email protected].

Dear Pavel and percival120718,

Thank you for your message.

We believe it makes little sense to continue communication via private email at this point, as the situation has not significantly changed. Therefore, we would like to clarify the matter here transparently for both parties.

percival120718, please note that we have sent you a new verification link to your email.

We kindly remind you that all uploaded documents must be of high quality and clearly readable in order to be accepted. As per our records, you previously attempted the verification process from a desktop computer, but unfortunately, the quality of your camera was not sufficient for the verification system to process your identity correctly.

We strongly recommend completing the verification process via a mobile phone, where cameras typically provide better resolution. Please ensure that you are in a well-lit environment.

To complete the process using the new link, please upload the following documents:

1. A selfie holding your ID/passport
2. Your ID/passport (front and back sides)

Please make sure that all documents are sharp, well-lit, and fully legible.

These are the only documents required to pass verification.

We truly hope that this time the verification will be successful.

Should you experience any difficulties again, please do not hesitate to contact us — we will be happy to assist further.

Best regards,

Viu-Viu Team

Thank you, Viu-Viu Team!

percival120718, it now makes sense why you could not pass the verification - because of the PC camera. Try to use the link via your phone, like the casino said, and let us know if you will have any success!

Dear Viu-Viu,

You sent the exact same link which caused problems both on my desktop and on my mobile phone. If I open the link I see this:

Hence my request to accept my documents (including two selfies) manually, and if this is not sufficient, let's set up a live video call where I can show you my ID card. Does this sound like a good idea?

Kind regards,

Jacqueline

UPDATE: I tried one more time on my mobile phone - the liveness check was completed but the photos of my ID card were not accepted. Also, my utility bill dated 25 June 2025 is not on my mobile phone and I've sent it via email.

I just want to add here: your link does not allow the making of selfies, only a liveness check and photos of my ID card!

-----------------

As you can see in the below screenshot, the liveness check was completed but my ID card was not accepted. I switched to desktop again to provide these, but this was not accepted either. My utility bill (pdf) was uploaded via your system. Did you receive this?

I am getting really really desperate here. Can you please verify my documents manually and/or accept a live video call to complete my verification?

Dear percival120718,

Thank you for your response.

Could you please let us know if you have tried clicking the "Resubmit" button on the page you shared in the screenshot?

This button is designed to restart the verification process and allow you to re-upload the documents and perform the liveness check again.

Best regards,

Viu-Viu Team

Dear percival120718,

We can see that you have just tried to complete the process — your selfie was successfully accepted, which is great progress.

However, the photos of your ID document were uploaded in poor quality, and unfortunately, the text cannot be read clearly. For this reason, your verification could not be approved.

We kindly ask you to resubmit your ID photos (both front and back), ensuring they are taken in good lighting, fully visible, and high resolution, so that all details are clearly readable.

Best regards,

Viu-Viu Team

I have tried over and over again to resubmit my ID photos, both on my mobile phone and desktop. Both the front and back of my ID card are in good lighting, clearly visible, and the resolution is high enough (same resolution as the liveness check). Please note that I have already sent photos by email of my ID card + two selfies where I am holding my ID card. These photos are of good quality.

Why don't you accept (as a last resort) a live video call where I can show my ID card to you? That's the best of both worlds - we can even talk so that you know for sure that I am J*** S, living at C.... in Amsterdam.

If you refuse to accept his, I cannot make my withdrawal of €1,197, which is very unfair given the fact that I am willing to cooperate in every possible way.

Dear Viu-Viu Team,

it seems that we are at an impasse. The player is not able to pass the verification directly via Sumsub most likely due to software/hardware complication or incompatibility. I understand that your internal policies require players to pass the KYC process exclusively via the Sumsub, however, I still ask you if there is a possibility to make a manual verification either using player's ID photos which she had already sent to us or a video call, like the player herself had suggested.

The only other way which I can see here other than the manual check is for the player to use other person's device to try to submit the ID to the Sumsub directly.

Please, if both options are still not possible, suggest anything else, I am sure that the player would comply with all your requirements since she has been highly cooperative during the whole process.

I already tried different mobile devices... so I would really appreciate a live video call verification.

Hi Pavel,

I’m aware that the casino still has a few hours left to respond before the deadline officially expires. However, since no reply has been received so far and the complaint has been open for several days, I wanted to reach out in advance to express my concerns and ask what the next steps would be in case the casino remains unresponsive.

It surprises me that the casino has not engaged at all — especially considering my offer to set up a live video call to show my ID card in real time. Instead, it feels as though they may be using the Sumsub system as a shield or excuse to avoid paying out, rather than genuinely assisting with the verification process in good faith.

Their verification system appears technically flawed. At one point during the complaint (as noted above), I was instructed to upload a selfie while holding my ID card via the Sumsub platform — but that option simply did not exist. The system only allowed for the following three actions: completing a liveness check (which I passed), photographing my ID card, and uploading proof of address.

There was never any technical possibility to upload a selfie with my ID card, contrary to what was requested. This inconsistency adds to the impression that the process is either poorly designed or intentionally obstructive.

Although I successfully completed the liveness check, the photos of my ID card (front and back) were repeatedly rejected due to "poor quality/readability." However, the system provided no feedback on what specifically was wrong with the images, and no way to verify or improve them. This left me effectively unable to complete the process, despite my best efforts and cooperation.

Could you please advise me on what happens next if the casino does not respond by the deadline? Is there anything else I can do on my end, or what actions will Casino Guru take at that point?

Thank you for your time and support — I truly appreciate it.

JS

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 percival120718,

Thank you for your message, and please accept our sincere apologies for the delay in replying.

We appreciate your patience and would like to inform you that we are ready to consider the possibility of completing the verification of your account manually. We have already received and reviewed almost all of your documents, either submitted via Sumsub or sent directly to us by email, and most of them are in good quality.

However, one document is still missing in an acceptable resolution — the back side of your ID card. In order for us to proceed with the manual verification, we kindly ask you to send a high-quality photo of the back side of your ID card to our email address.

Once we receive this document in good quality, we will be able to finalize the verification manually and proceed accordingly.

We hope for your understanding and look forward to receiving the requested document soon.

Best regards,

Viu-Viu Team

Thank you so much! I will do this right now!

Dear percival120718,

Good day!

We would like to inform you that your account verification has been successfully completed manually.

You are now welcome to proceed with submitting a withdrawal request.

Should you have any further questions or need assistance, feel free to contact us at any time.

This is great, I will initiate my withdrawal now and let you know when the funds are in my bank account. Thank you very much!

Update: I received this confirmation by email:

Withdrawal request has been created!

We have received your withdrawal request and it is now in the process of being reviewed. Our team is working to get everything sorted as quickly as possible.

Amount for withdrawal: 1197.8 EUR

We will notify you as soon as your request will be reviewed.

Thanks for being awesome and good luck with your next game!

Just to let you know, I have not yet received my BTC withdrawal.

Update: the bitcoins are put on hold by Bitvavo (where I have my wallet). I sent the below e-mail to the Viu-Viu Team and am waiting for their response:

On Friday, August 8, 2025 at 05:41:19 PM GMT+2, j*** s*** <j****@yahoo.com> wrote:

Dear Viu-Viu Team,

The amount you sent in BTC has been received by Bitvavo (my wallet). However, under the Travel Rule, Bitvavo requires additional information regarding the type of wallet you use and proof of ownership of the sending wallet (please see the below screenshots).

Could you please provide me with details about the type of wallet used by Viu-viu.com, as well as proof of ownership of the sending wallet? I need to submit this information to Bitvavo to avoid the funds being returned to the sending wallet.

I look forward to your swift response.

Kind regards,

J*** S***

Update:

On Friday, August 8, 2025 at 11:27:21 PM GMT+2, xxxxxx <[email protected]> wrote:

Hello,

I still haven't received any reply to my email below.

Please provide me with the information regarding the type of wallet and proof of ownership - a screenshot of the transaction and a document proving the identity of the owner of the sending wallet address.

J*** S***

-----------------------------------------------------------------

On Friday, August 8, 2025 at 05:41:19 PM GMT+2, xxxxxxx <[email protected]> wrote:

Dear Viu-Viu Team,

The amount you sent in BTC has been received by Bitvavo (my wallet). However, under the Travel Rule, Bitvavo requires additional information regarding the type of wallet you use and proof of ownership of the sending wallet (please see the below screenshots).

Could you please provide me with details about the type of wallet used by Viu-viu.com, as well as proof of ownership of the sending wallet? I need to submit this information to Bitvavo to avoid the funds being returned to the sending wallet.

I look forward to your swift response.

Kind regards,

J***S***

-------------------------------------------------

UPDATE: I received an email at 23.50 hours CET:

Dear J****,

We hope you are well!

We have submitted your request to the relevant department, and it is currently being reviewed and addressed by our team. We kindly ask for your patience during this process. Once we have an answer, we will contact you promptly via email. We appreciate your understanding and cooperation.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!

I still haven't received the required information, please see my emails below as well as Viu-Viu's reply:

On Tuesday, August 12, 2025 at 09:07:43 AM GMT+2, xxxxx <[email protected]> wrote:

Hello Team,

I need this information as soon as possible. Otherwise, the funds will be returned to the sending wallet.

Can you provide the below information today?

Kind regards,

J*** S***

On Monday, August 11, 2025 at 09:30:53 PM GMT+2, xxxxx <[email protected]> wrote:

Hello Team,

I still haven't heard back from you about my request for additional information. Please take a look at the email below. It is important to have the correct wallet provider and be able to submit proof of ownership (preferably in PDF format) via Bitvavo's verification system.

I hope to hear from you soon.

Kind regards,

J*** S***

On Monday, August 11, 2025 at 11:16:30 AM GMT+2, xxxx <[email protected]> wrote:

I received the below message from Bitvavo (translated from Dutch into English):

To successfully verify a wallet address, the following steps are required:

Select the wallet provider: Ask the sender to clearly state who their wallet provider is. This information is needed to complete the verification process.

Proof of ownership: Request proof of ownership, such as a screenshot showing the wallet address within the interface of their wallet. Make sure the full address is clearly visible and matches the provided address.

I look forward to receiving this additional info as soon as possible. Thank you.

J*** S***

On Monday, August 11, 2025 at 10:35:43 AM GMT+2, Support Viu-Viu <[email protected]> wrote:

Dear ****,

We hope you are well!

We would like to inform you that the information contained in the screenshot we have attached below should be sufficient for the verification process. Please review the provided details, and let us know if any additional information or documentation is required.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!

Kind regards,

Viu-Viu Team

ID: 5IS7W4

UPDATE: Just received this last message from Viu-Viu:

Dear ***,

We hope you are well!

We have reached out to our payment team to inquire about the possibility of providing the requested data. At this time, we are awaiting their response and will update you as soon as we receive any information. We appreciate your patience and understanding in this matter, and thank you for bringing it to our attention.

Viu-viu Casino, is it possible for you to provide the player such a screenshot so they can receive their funds to their Bitvavo wallet?

Not just a screenshot (in PDF format, so that I can upload it via their system), but also the name of the provider of the sending wallet. Your help is greatly appreciated.

Hello Pavel and Ms. percival120718,

We have already shared a transaction screenshot with the player. As the player requested a PDF version and the name of the originating wallet provider to proceed with Bitvavo, we have escalated this to our payment processor and requested those specific documents. We are currently awaiting their confirmation on what can be provided under their data-sharing policy. We will update this thread immediately once we receive a response.

Best regards,

Viu-Viu Team

Thank you for escalating this to your payment processor. I fully understand that you depend on their confirmation, but as Bitvavo’s Travel Rule verification is time-sensitive, I’d be grateful if you could keep following up with them regularly.

Please note that if the required wallet details are not provided in time, Bitvavo will have to return the funds to the sending wallet. Even a confirmation of which details can or cannot be shared would help me plan the next steps.

Unfortunately, the screenshot you sent does not show the full wallet address of the sender.

Dear percival120718, I would not be afraid in this case, since the worst that can happen is a delay. If funds are returned to the casino, you can always try to withdraw via the other method or to your personal crypto wallet, from which you can send them to Bitvavo.

I understand Pavel, thanks for reassuring me. If the payment processor is unwilling to provide the info, I can inform Bitvavo straight away to return the funds, so that I can resubmit my withdrawal to my non-custodial wallet, which I have opened in the meantime.

I have now sent the email below. As soon as the money is back into my casino account, I will resubmit my withdrawal request - this time to a non-custodial wallet.

On Thursday, August 14, 2025 at 01:21:17 PM GMT+2, xxxxxx <[email protected]> wrote:

Hello Team,

As you can see in the below screenshot, my funds have been returned by Bitvavo to the sending wallet address. Can you please put the amount back into my casino account, so that I can resubmit my withdrawal - this time via a non-custodial wallet?

Thanks!

J*** S***

Unfortunately, another two days have passed, and I still haven't received a message from Viu-Viu that they will return the funds to my casino account. I am starting to get worried.

On Friday, August 15, 2025 at 06:19:13 PM GMT+2, xxxx <[email protected]> wrote:

Hello Team,

As of today, the funds still have not been returned to my casino account. Please send me an email and tell me what is going on. 

I would very much like to close the complaint and inform Casino Guru and inform the community at large about the happy outcome!

Thanks!

J* S*

This email was sent 2 days ago --

On Monday, August 18, 2025 at 09:07:38 AM GMT+2, Support Viu-Viu <[email protected]> wrote:

Dear J***,

We hope you are well!

We would like to inform you that your request and all the details provided in it have been successfully transferred to our responsible department. We are making every effort to ensure that your request is processed quickly and efficiently! As soon as there are changes, you will be notified by email!

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck

Kind regards,

Viu-Viu Team

ID: KMQWY8

However, the money has still not been put back into my casino account. I wish that the Casino Rep could look into the issue behind the screens.

Dear percival120718,

Thank you for your patience.

We have carefully checked the transaction and can confirm that we received a deposit of 0.01219328 BTC on our merchant. The equivalent amount in EUR has already been added to your casino balance.

You may now withdraw these funds to another crypto wallet at your convenience.

Best regards,

Viu-Viu Team

That's great! Due to fluctuations, the amount is 12 euros smaller, but okay, finally! I do hope that the withdrawal will be processed faster than the previous one!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear percival120718,

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,

Pavel