The player from Germany had deposited 25€ into vikingspin.com via bitandpay but had not received credit for the transaction, despite it having been completed successfully. The player confirmed that this had been his first deposit with the casino. Despite our team's efforts to contact the casino for a resolution, there was no response. As a result, we had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We had advised the player to contact the Curaçao Interactive Licensing (CIL) authority for further assistance.
VikingSpin Casino - Player's deposit not credited to the casino account.
Black points: 40
Amount: €25
VikingSpin Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
6 months ago
Public
Public
8 months ago
Translation
Hello dear casino guru team!
I found the casino vikingspin.com via the site moincoins.com. The offer from moincoin is: register at vikingspin casino, make a payment of €25 and play. Since similar offers work through freecash, I registered with vikingspin and deposited. That was on February 19, 2024. Payment was completed via bank transfer from a service called bitandpay. After I received no response from vikingspin support to my inquiries about the missing credit, I wrote to bitandpay support and asked about the payment that had not been credited, which was demonstrably made successfully.
Bitandpay replied that the process had been completed successfully and if there was no credit I should contact vikingspin. On my second request regarding a chargeback, after checking the previous history with the site vikingspin. com and that this appears to be a scam, I received no response
In my opinion, the Bitandpay service is not really trustworthy, and it should also be mentioned that when you select bank transfer you automatically end up with the bitandpay service and this requires complete verification for processing.
Of course I hope for success but also to report that this casino is probably a scam and to warn other players.
Thanks a lot. Kind regards, Georg ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
8 months ago
Dear muggelfrog,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vikingspin.
Please allow me to ask you a few questions, so I can better understand the situation.
- Was it your first deposit in this casino?
- Please could you share how the transaction is displayed in your transaction history?
Looking forward to hearing from you.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Hello Tomas,
thank you for the fast feedback. Yes, it was the first deposit, right after I registered with vikingspin. The status displayed in the casino has been the same since then. I took a screenshot of one of them. Kind regards.
Automatic translation:
Public
Public
8 months ago
Have you made multiple attempts to deposit in the casino?
Is there any explanation for why there are multiple transactions recorded?
Have you received any response from the casino since you filed a compliant here?
Public
Public
8 months ago
Translation
Hello No, I only made one deposit. After it wasn't credited, I clicked on deposit via bank transfer again. Since I didn't receive any information about the payment made but could actually only have made another payment, I went straight back . But then I see two payments in progress. To date I have still not received any response from Vikingspin.com. Thank you very much and greetings Georg *****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 months ago
Thank you very much, muggelfrog, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Public
Public
7 months ago
Hello muggelfrog,
I'm Michal and I have taken over your complaint. I have reviewed this case and I have found this rule in VikingSpin Casino's terms and conditions:
4.1.3. Deposits into Your Account can only be made via financial institutions and payment service providers as specifically specified on Our Website as these may be updated and amended from time to time.
Just so you know, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed, and this is not always in the "casino's hands."
Anyway, as you mentioned, the payment was processed by BitandPay successfully, and it should be credited to your casino account balance. I will contact the casino to shed more light on this matter
We would like to invite VikingSpin Casino to join the conversation.
Dear VikingSpin Casino,
Could you kindly provide information regarding why the player's deposit hasn't been fully credited to their casino account balance?
Public
Public
7 months ago
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.
Public
Public
7 months ago
Dear muggelfrog,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you want to pursue your complaint further you can contact the Curaçao Interactive Licensing (CIL) authority(info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. It's not the best licensing authority but it might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
