Viking Luck Casino - Pelaaja ei pääse käsiksi tililleen.

Good evening,

The casino won't let me log into the site after I canceled my withdrawal request.

I had deposited €20 and played roulette legitimately.

Could you help me please?

I attach some images.

Thank you.

Buonasera,

il casino non mi fa più entrare nel sito, dopo aver annullato la richiesta di prelievo.

Avevo depositato 20€ e giocato legittimamente alla roulette.

Potreste aiutarmi per favore?

Allego qualche immagine.

Grazie.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that you cancelled the withdrawal request yourself, rather than the casino cancelling it?
• Did you pass the full KYC verification, or at least submit any identity documents to this casino for verification?
• Have you contacted the casino customer support to ask why your account was blocked?
• Could you please specify which roulette game you played and which game provider it was from?

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

Best regards,

Veronika

Dear Veronika,

Thank you for your feedback. I'll proceed to answer your questions:

Did I understand correctly that you cancelled the withdrawal request yourself, rather than having the casino cancel it?

No, the withdrawal was canceled by the casino (as you can see from the email I received), it wasn't me.

Have you completed KYC verification or at least submitted ID documents to this casino for verification?

No, until then verification had not been required for this type of casino.

Have you contacted casino customer support to ask why your account was blocked?

I tried asking via chat, but they asked me to email them. Unfortunately, I haven't had time to email support yet.

Could you specify which roulette game you played and from which provider?

French Roulette (not live) - NETENT

I remain available for any questions you may have.

Gentile Veronika,

grazie per il suo riscontro. Procedo a rispondere alle sue domande:

Ho capito bene che hai annullato tu la richiesta di prelievo, anziché lasciarla annullare dal casinò?

No, il prelievo è stato annullato dal casino (come potrà vedere dalla mail che ho ricevuto), non sono stato io.

Hai completato la verifica KYC o hai almeno inviato dei documenti di identità a questo casinò per la verifica?

No, fino a quel momento non era stata necessaria la verifica per questo tipo di casinò.

Hai contattato l'assistenza clienti del casinò per chiedere perché il tuo account è stato bloccato?

Ho provato a chiedere in chat, ma mi è stato chiesto di scrivere per email. Purtroppo non ho avuto tempo per scrivere una mail ancora all'assistenza.

Potresti specificare a quale gioco di roulette hai giocato e da quale fornitore?

French Roulette (non live) - NETENT

Resto a disposizione per qualsiasi dubbio

Please contact the casino customer support and ask them to clarify the reason why your account was blocked. Once you receive their response, kindly forward it to me at veronika.f@casino.guru.

If you have already communicated with customer support regarding the account block and have any screenshots or transcripts of those conversations, please forward those to me as well.

I appreciate your time and cooperation.

Good morning Veronica,

Below is a screenshot of the response I received via chat from one of their operators:

Thanks for your support.

Buongiorno Veronica,

qui di seguito lo screenshot relativo alla risposta ricevuta via chat da un loro operatore:

Grazie per il supporto.

Dear FabioPossanzini,

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, Barbora (barbora.p@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,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Viking Luck Casino representative to join this conversation.

Dear Viking Luck Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Thank you for bringing this to our attention. Please be advised that we have forwarded this matter to our relevant department. As soon as we have more information, we will update you promptly.

Kind regards,

VikingLuck Team

Dear all,

Thank you for your patience while we investigated this matter with our relevant department. Please be informed that our relevant department decided that once client is verified, amount will be paid out.

We would kindly ask the player to provide the documents requested via email. Should there be any issues, please do not hesitate to ask.

Kind regards,

Viking Luck Casino

Dear Fabio,

It looks like the casino has now confirmed that your €29 will be paid once you complete the verification. Please check your email for the documents they are requesting and send them to the casino.

Once you’ve done that, just let us know here and we’ll take it from there.

Dear FabioPossanzini,

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.

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,
Barbora
Casino.Guru