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Complaint Against Viu-Viu Casino

I would like to file a complaint regarding the inability to withdraw my funds and the actions taken by Viu-Viu in relation to my account.

I originally funded my account in USDT, and my balance was also displayed in USDT. The casino then forcibly converted my balance from USDT to EUR without my consent or prior notice.

After this, I encountered problems withdrawing my funds in cryptocurrency. I have been contacting Viu-Viu Support for several weeks, but their responses have been very slow and I have not been provided with a concrete solution.

Support informed me that the payment method I previously used is no longer available, and therefore the corresponding withdrawal method is also unavailable. I was instructed to make a new deposit via C2F, even for the minimum amount, in order to make withdrawals available.

After several requests, I asked them to clearly confirm whether I would be able to withdraw my existing balance specifically in USDT after making such a deposit. Viu-Viu confirmed in writing that after the minimum C2F deposit, cryptocurrency would be available as a withdrawal method and USDT would be available as the withdrawal currency.

However, another problem then arose: since Monday, I have been completely unable to access the website from Belarus. When I try to access the site, I receive a message stating that players from Belarus are no longer supported.

As a result, I currently cannot access my account or withdraw the funds that belong to me. The casino first unilaterally changed the currency of my balance from USDT to EUR, then made cryptocurrency withdrawals unavailable, instructed me to make an additional deposit in order to unlock withdrawals, and now my access to the website from Belarus is completely restricted.

I do not want to use a VPN or otherwise bypass any restrictions without clear instructions from the casino regarding how I am supposed to access my account and withdraw my funds.

I want to withdraw my entire available balance in USDT — the same cryptocurrency in which I funded my account. I do not consider it reasonable to require me to deposit additional funds in order to access money that already belongs to me.

I ask Casino Guru to investigate this situation and assist me in resolving this matter with Viu-Viu Casino, specifically:

1. On what basis was my balance converted from USDT to EUR without my consent?

2. Why is a new deposit via C2F required in order to withdraw funds that are already in my account?

3. Why has the casino stopped servicing players from Belarus, and how am I supposed to access my account under these circumstances?

4. How can I immediately withdraw my entire balance in USDT?

I am fully prepared to complete any required identity verification and provide all necessary documents. I am also prepared to prove ownership of the cryptocurrency wallet to which my funds are to be withdrawn.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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 both issues? 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