The player from the United Kingdom had lost £1,700 in winnings from her casino account without explanation and then saw a zero balance. Attempts to contact support through Live Chat and email had not yielded any responses. We reached out to the player for additional information and evidence to investigate the issue, but received no response despite reminders. Consequently, the complaint was closed due to lack of cooperation, with the option for the player to reopen it if she chose to resume communication.
Vivajack Casino - Player’s winnings are confiscated without explanation.
Closed
Our verdict
Player stopped responding
Amount: £1,700
Vivajack Casino
Safety Index 4.6 LowCase summary
Discussion
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1 month ago
I had £1,700 winings in my account which I was about to withdraw when it all disappeared and the figure in my account was zero.
I went on ‘Live Chat’ no one there. It says you will get an email response, an email arrives saying confirm my email before they will answer , did that, nothing. And so it just goes round in a circle. Never got a reply.
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1 month 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.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vivajack Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account blocked?
- Have you completed account verification recently or in the past? Have you made previous successful payouts from the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your attempts at communication with the casino regarding the issue? 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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1 month ago
Dear Dianice,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
