Vicibet Casino - Pelaajan kotiutukset viivästyvät tilin sulkemisen vuoksi.

Hello dear Casino Guru team,

I played for real money at this casino on October 9th and won a total of €5008. I have already received €4000 in payouts.

With €1008 remaining in the casino account, Vicibet Casino required verification.

I sent all the requested documents to the casino.

All documents were accepted. But my account has not been released. My account has been blocked for withdrawals.

The support team responds with standard answers and always promises me that the responsible department will take care of it and get back to me.

This never happened.

I will gladly send you the correspondence and the remaining documents relating to this case.

Thank you!

Hallo liebes Casino Guru-Team,

ich habe am 09.10 in diesem Casino mit Echtgeld gespielt und eine Gesamtsumme von 5008 € gewonnen. Ich habe bereits 4000 € Euro ausbezahlt bekommen.

Nachdem noch 1008 Euro Restgeld auf dem Casino-Konto waren, verlangte das Casino Vicibet eine Verifizierung.

Ich habe alle Dokumente die verlangt wurden dem Casino gesendet.

Es wurden alle Belege aktzeptiert. Aber mein Konto wird nicht Freigegeben. Mein Konto wurde für Auszahlungen gesperrt.

Der Support reagiert mit Standart-Antworten und verspricht mir immer, dass sich die Zuständige Abteilung darum kümmert und sich bei mir meldet.

Dies ist nie passiert.

Ich sende Ihnen gerne den Schriftverkehr und die restlichen Unterlagen zu diesen Fall.

Vielen Dank!

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.

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send 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, 

Attila