Vikingbet Casino - Player’s document verification is delayed.

I have been unable to complete the verification process for two months. My provided documents are pending. Casino doesn't reply to my emails, and live chat is also unuseful, as agents were never available last period. It is possible to leave a message, but nobody replies to it. 

I started playing with this casino on 21.11.2024, completed wagering on 26.11.2024 and got my winning of 1049USD on casino balance but couldn't withdraw it as verification of documents was requested. I uploaded all the documents. Casino rejected selfie and requested new one. The last selfie I uploaded on 18.12.2024. After that support agent replied only once via chat that they are still checking in compliance department. There are fewer people working due to holiday season and that they will email me. But I still didn't get any email from them and as I already mentioned they don't reply to my emails and messages. I even don't know are my documents acceptable or I need to provide anything additional. Please, help me contact the casino and complete the verification process.

Dear Pulina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Dear Pulina,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Kristina,

Sorry for delay.

I provided my ID, proof of address, and selfie with special text in hand, which was rejected for the first time but then I provided new selfie. Now all documents have pending status.

As I am working I don't have acces to my PC often so I sent them when it was possible for me but not with long delay. As I already mentioned they rejected my selfie as they didn't like it's quality and I provided new but after that I couldn't contact them anymore. They don't reply to my emails and in chat there is a note all the time "Our agents are not available at the moment."

Thank you very much for your reply, Pulina. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I sent the last email. It will be interesting because casino announced that it is under closure.

My documents are still pending.

Thank you very much, Pulina, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) 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.  

Dear Pulina, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Vikingbet Casino representative to join this conversation. 

Dear Vikingbet Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

I would like to inform you that casino completed verification process and I was able to request a withdrawal. I will inform you when I will receive the payment. At the moment it is pending.

Dear Pulina, 

thank you for the update. Please notify us when your withdrawal has been successfully processed and credited to your bank account.

Hello,

Please be informed tha tthe casino fully paid the withdrawal amount.

Dear Pulina,

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,

Katarina

Casino.Guru