The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player experienced delays in receiving a total of €3,000 in winnings due to processing issues with the casino. After our intervention and communication with the casino, the outstanding payments were confirmed to be scheduled and subsequently paid out. The issue was marked as resolved, and the player expressed gratitude for the assistance provided.
Viking Luck Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €4,103
Viking Luck Casino
Safety Index:Fresh casinoCase summary
Discussion
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6 months ago
Translation
Hello dear Casino Guru Team,
On July 3, 2025, I deposited €500 for the (100% up to €500) 1st casino welcome bonus.
Real money and bonuses are separate at this casino. After I lost my real money, I activated the €500 casino bonus.
https://vikingluck3.com/de/promotions/casino/welcome-bonus
After meeting all the wagering requirements, I was able to request a withdrawal of €4,103, which I would like to withdraw. I have currently requested three €500 withdrawals on July 3, 2025.
No documents have been requested for verification yet.
However, since it has been 14 days since I submitted my withdrawal request, I have decided to file a complaint and hope you can help me resolve this matter.
Best regards,
Michael
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
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Hello Dominika,
All payments are still pending and have not been processed yet.
kind regards,
Michael
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6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you contacted the casino directly to confirm that no verification is required for your account?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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6 months ago
Translation
Hello Dominika,
Have you contacted the casino directly to confirm that your account does not require verification?
No, the verification page still states that no verification is necessary.
Could you please share your communication with the casino regarding withdrawals?
Here is the screenshot of the email with the casino.
I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.
kind regards,
Michael
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6 months ago
Dear player, have you received any part of your winnings yet? If yes, how much?
Have you submitted any new withdrawal requests since your last update?
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6 months ago
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Hello Dominika,
So far, no payout has been made by the casino.
kind regards,
Michael
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Dear Popy71,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Viking Luck Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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6 months ago
Dear Popy71,
We would kindly like to apologize for the delay and any inconvenience this may cause.
Please be assured that we are working with high priority on your case.
We will inform you with further updates as soon as possible.
Thank you for your patience and understanding.
Best regards,
Viking Luck Casino team
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6 months ago
Dear Popy71,
We would like to inform you that your pending withdrawals have been scheduled for today.
Please, let us know when you receive them.
Best regards,
Viking Luck Casino team
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6 months ago
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Hello Jana,
The casino paid out three €500 winnings yesterday. I'll keep you updated here.
kind regards,
Michael
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5 months ago
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Hello Jana,
The casino paid out 3x €500 by August 4, 2025, for a total of €3,000.
I'll keep you updated here.
kind regards,
Michael
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5 months ago
Dear Popy71,
thank you for the update. Please keep us informed of any new development.
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5 months ago
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Hello Jana,
Since August 4, 2025, no further payments have been made by the casino.
There is still €1103 outstanding, which I have already applied for.
kind regards,
Michael
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5 months ago
Dear Popy71,
We are truly sorry for the delay. Kindly be advised that your withdrawals have been scheduled for today.
Best regards,
Viking Luck Casino team
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5 months ago
Translation
Hello Jana, Hello Viking Luck Casino Team,
I can confirm that everything was paid out today.
thank you all for the help.
kind regards,
Michael
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5 months ago
Dear Popy71,
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,
Jana
Casino.Guru
