ViperSpin Casino - Pelaajan tili suljetaan voittojen jälkeen.

Dear Brooksy,

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 understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I only played slots with a bit of blackjack and roullete in this time.

i had passed verification on my account and had made two withdrawals the previous two weeks to the weekly limit that i was allowed

There was no bonus on my account during the winning if that was the case i would never have gotten the original two pay outs the previous week.

Hi Brooksy,.

Your account is more then okay however we are conducting a gaming provider check right now which is standard for casinos in case of big wins. To be transparent, we suspend player accounts that win large amounts of funds such as the amount you've won to ensure you do not lose the money while the provider conducts their checks.

Rest assured you will receive your funds as you usually have once they give confirmation. We've never had a provider have issues with malfunctions etc and in your case I believe it won't happen as well so nothing to worry about! but we do have procedure to follow.

The providers aren't known for rapid responses, so we like to say to allow 7-10 days.

Kind regards

Thank you for your response here viperspin, I was just getting concerned because usually the support email is very fast with response and hadn't heard anything back from them so was worried around that fact and the money in the account being what it is.

Kind regards

Hello everyone,

Thank you both for your replies.

Brooksy, could you please clarify when exactly your account access was limited?

On the 31st of May I do believe.

Hopefully hear from viperspin in the next day or so as I've had no communication from them except the above message so far.

Alright, thank you. Let's give it a few more days, and if there is no development, we will investigate further. Please keep me informed about any further developments.

On monday (9th) I asked about it via email support got a response saying that they havent heard from providers and will send another email about it.

Still no news, Brooksy?

Hi Kristina i messaged them again yesterday and today and received no news around it at all of yet. But I do believe the casino is undergoing expansion or rebranding so they may have been busy with that will have to wait and see

Hi i was just like to say this has been resolved via emails with viperspin today. I would like to add to the end with the resolution saying that they have gone above and beyond with what was required from them. The provider reviews to longer than expected as a malfunction in the games had actually occurred viperspin was well within there rights to confiscate the winnings and pay me back my bets but wanted to live up to a standard and have let me keep my winnings which is amazing and can't thank them enough for that. Thanks guru for the advice in this time and thank you viperspin for doing what you have can't fault them for this

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Brooksy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina