ViperSpin Casino - Pelaajan kotiutusprosessi viivästyy.

Playing on this site for a while. Was having issues with withdrawing, promises not being met and poor customer service. I left ands returned after I was informed of new ownership and things had change.

have been playing for a few months now and deposited a few hundred thousand. I had plenty of times where I requested withdrawals of 50k plus and after 3-5 days of not processing I cancelled and played them back through the casino as you do and lost them.

I am now in a a position where I have had a win again and trying to withdrawal. It’s been 3 weeks from original withdrawal. I’ve sent an email everyday for 3 weeks without a response. I know there ignoring on purpose as they replied to a secondary email I have in 3 minutes.

3 weeks on. 200k in withdrawals still sitting there unprocessed. No response from email support and chat just says they don’t have an update and to be patient even though they market a 24 hour timeframe for withdrawal.

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.

Dear PatrickK,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Kristina,

• I have made a successful withdrawal when I first returned roughly 5 months ago. However they only allow you to see back 90 day
• KYC is all up to date. Please see the attached
• No bonus was activate. I never use bonuses. Was from a 15k deposit and playing live pragmatic blackjack over a few periods of time.

if you have any other questions, please don’t hesitate to ask

Patrick

Hello PatrickK,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, PatrickK. Could you please clarify how many days it took for the last successful withdrawal to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Dear PatrickK,

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,
Kristina
Casino.Guru