Vivajack Casino - Player's withdrawal is delayed.

I have completed the KYC process and have successfully withdrawn funds in the past.

I requested a withdrawal from this casino two weeks ago, but the funds haven’t been released, and I can’t get in touch with customer support.

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Dear andandjonnyx,

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 fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you please confirm which verification documents you have already submitted and when?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

It’s just the beginning of April.

I submitted various documents.

I didn’t use my bonus.

Thank you for your reply and for providing the previous details, Jonnyx.

• Could you please clarify the exact date of your withdrawal and specify which documents you submitted for verification, including when each document was provided?

Please understand that without sufficient evidence, it is difficult for us to properly assess and proceed with your case.

Additionally, could you let us know:

• When did you make your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same method you used previously?
• What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

Since we are unable to communicate with the casino, we cannot obtain information such as the withdrawal date and time.

Please call a casino representative first.

I can confirm that I submitted a withdrawal request right at the beginning of April 4.

The date and time of the last withdrawal are unknown.

The method used was cryptocurrency.

It is unclear what the current situation is.

We haven’t heard anything from the casino.

Please understand that it is precisely because we cannot obtain such information that we are submitting this complaint to Casino Guru.

Thank you for your reply and for providing the previous details, andandjonnyx.

I understand that you may not have received any relevant response or resolution from the casino so far. However, if I am to escalate your case to my responsible colleague and proceed further, I will need sufficient and relevant evidence. Without it, I’m afraid I won’t be able to move your case forward.

• Are there any error messages or notifications displayed when you try to contact customer support?
• Additionally, please provide any communication you’ve had with the casino, such as screenshots, emails, or chat records. You can send the documents to: petra.h@casino.guru

or upload them directly to the thread.

Thank you for your cooperation.

Since we are unable to obtain that information, we are filing a complaint. We appreciate your understanding.

We do not have a record of our correspondence with the casino in a format that can be provided.

I haven’t said a single word about escalating the matter to colleagues or moving forward with the procedure.

I’m asking you to contact the casino.

Once you do that, the casino will submit the evidence, and that’s when we’ll escalate the matter—we’re not at that stage yet.

First, ask them to call a representative from the casino.

Dear andandjonnyx,

Thank you for your message.

I kindly ask you to communicate respectfully so we can assist you as efficiently as possible.

Please note that according to our internal policy, we first collect all relevant information and assess the case. Once this step is completed, the complaint is forwarded to a dedicated Resolver who is responsible for contacting the casino directly and handling further communication.

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

Your complaint will now move to the next stage of our process and will be handled by your dedicated Resolver Lucia (lucia.s@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 at this moment. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in capable hands.

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

Kind regards,

Petra

I tried contacting support again, but the email address was no longer valid.

It seems this casino has gone out of business.

Hello andandjonnyx,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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 andandjonnyx,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S