The player from Germany had requested two withdrawals of €500 each over two weeks ago after winning over €3,500 but had not seen any payouts processed. He had lost the remaining funds and felt frustrated by the lack of response from customer service. After providing communication with the casino, he received his outstanding balance and confirmed that the case could now be closed. The complaint was marked as resolved by us.
Viking Luck Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Viking Luck Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Viking Luck Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
Hello,
I last deposited €60 via Mifinity on March 21, 2025.
By the time I decided to withdraw, I had won over €3,500. I requested a withdrawal of €500, and two days later, another for €500.
The payouts haven't been processed yet. In the meantime, I've lost the remaining €2,500.
In the chat you are always put off, but nothing happens.
So I've been waiting for over 2 weeks for a total of €1,000.
Automatic translation:
Public
Public
2 weeks ago
Dear MerkurStar,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your winnings. To better understand the situation and assist you effectively, could you please provide additional information by answering the following questions:
- What is the reason given by the support team for the delay in processing your withdrawals?
- Have you checked if there are any pending verification procedures or requirements on your account?
- Did you accumulate your winnings with or without a bonus?
- Have you made any successful withdrawals from this casino before?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
2 weeks ago
Translation
Every time I ask the casino in chat, they tell me it's still being processed, but there are delays, it's in the final stages, and I shouldn't worry. But I've been hearing the same thing for weeks.
The casino account states that my account does not need to be verified.
The winnings are real money and not a bonus.
I have not requested any withdrawals from this casino before.
Automatic translation:
Public
Public
1 week ago
Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to veronika.f@casino.guru. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.
Sensitive attachment
Sensitive attachment
1 week ago
Translation
Here's a screenshot from today of a typical chat conversation. That's all I have. But the responses are always the same.
Automatic translation:
Public
Public
1 week ago
Translation
I received the outstanding balance today. The case can now be closed. Thank you Casinoguru!
Automatic translation:
Public
Public
1 week ago
Dear MerkurStar,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
