ViperWin Casino - Pelaajan kotiutus on viivästynyt ja varat ovat kadonneet.

The casino canceled my Visa withdrawal after four days. I then tried to withdraw via cryptocurrency (USDT). However, an error occurred while entering my wallet ID, and my balance simply vanished. No withdrawal status was displayed. Support kept saying they would contact me by email, but this never happened. The balance is simply gone. I neither withdrew nor gambled with any of it. I'm writing this complaint only to warn others, as it's only €27. I don't want to imagine how frustrating it must be if it involved larger sums.

Das Casino hat nach 4 Tagen meine Visa Auszahlung storniert. Danach wollte ich per Krypto (USDT) auszahlen. Dann ist jedoch während der Eingabe meiner WalletID ein Fehler aufgetreten und mein Guthaben war einfach weg. Keine Auszahlungsstatus wurde angezeigt. Der Support sagt immer wieder sie melden sich per Mail, was jedoch nie passiert. Das Guthaben ist somit einfach weg. Ich habe weder Ausgezahlt noch verspielt. Ich schreibe diese Beschwerde nur um zu warnen, weil es handelt sich nur um 27 €. Ich will nicht wissen wie frustrierend es sein muss wenn es sich um große Beträge handelt.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ViperWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you made any payouts using the same payment method?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue or any other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello,

Do you have access to your player account? Can you log in? - Yes, I have full access to my account.

Have you already made withdrawals using the same payment method? - Yes, but it was cancelled without reason after four days.

Which games did you play to build up your current casino balance? (Slots, Live Games, Sports Betting) - Live Roulette & Slots

Did you reach your current account balance using a bonus? - No, I did not accept a bonus.

Thank you!

Hallo,

Haben Sie Zugriff auf Ihr Spielerkonto? Können Sie sich einloggen? - Ja ich habe kompletten Zugriff auf mein Konto.

Haben Sie bereits Auszahlungen mit derselben Zahlungsmethode getätigt? - Ja, diese wurde aber nach vier Tagen grundlos storniert.

Welche Spiele haben Sie gespielt, um Ihr aktuelles Guthaben im Casino aufzubauen? (Spielautomaten, Live-Spiele, Sportwetten) - Live Roulette & Slots

Haben Sie Ihren aktuellen Kontostand mithilfe eines Bonus erreicht? - Nein, Ich habe keinen Bonus akzeptiert.

Vielen Dank!

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

Dear wingi,

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,

Tomas