ViperSpin Casino - Player’s withdrawals have been discontinued.

Hi I won 300,000 back in may at viperspin.com I received 2 payments of 3200 and then I received a email on the 15th of may saying they where closing my account and reviewing my account for money laundrieing and they would get back to me in 7 to 10 days and I haven't received a word since. I have been in talks with a slot streamer that plays there casino and he has told me a few times that they where going to start paying some of the money to open a new account and they would start but haven't I have sent countless emails asking for updates with no reply.

Dear Boofa83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of $300,000 has been approved by the casino and subsequently split into several installments? Do I understand correctly that $6,400 has been received only?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Yes I received 2 payments of 3200 because they only allow 3200 a week and I played for a bit untill they sent me the email that I'd been put under review there was 280,000 left in there on the 15th of may last year I have screen shot of when I had 370,000 in there

I had to provide source of wealth and income details witch I did and I've been told by the slot streamer they would pay me out 50k in Nov and I received nothing then I received 3200 on the 1st of January out of the blue in the new account then nothing from then witch I found fishy I ask live chat about my account and they said my account b****1@hotmail.com is like it was never registered I have screen shots of all of it

Thank you, Boofa83, for your reply and all the forwarded relevant communication. Could you please advise if you accumulated your winnings with or without and active bonus and which games you were playing?

Without a bonus I won most of the winnings on wanted dead or wild and a lot of wins on pragmatic games

It took me 2 weeks to build it up I deposited $500 and got some big wins on wanted dead or wild and others

Hini just received 3200 in the new account should I withdraw it or leave it cause I don't want it hurting my chances of get my money

Hi Petronela,

Originally we asked Adam for evidence regarding money laundering with our AML policy being rather strict. The documents were not given in a time frame, period. There has been no attempt to provide accounting documents that justify his deposits of that amount, and the betting is very similar to a money laundering tactic. We did allow well over a month for that process. Again, no documents were ever provided to our casino directly as requested.

In addition, paid out over $50,000 + as good will, which is attached for your viewing.

Please also note the funds withdrawn are well over what has been deposited.

Adam was threatening our live chat support for more funds, and we told him he is welcome to open a case on guru, or anyone else that he feels required to do so.

References:

Section

5:5. VERIFICATION OF YOUR IDENTITY; ANTI-MONEY LAUNDERING REQUIREMENTS

https://www.viperspin.com/en/contacts/terms-and-conditions

8.5.2 any Checks referred to Verification of Your Identity; Money Laundering Requirements have been completed by us to our satisfaction; and

One of our streamers, who has no involvement within the casino was trying to assist Adam, but as we've mentioned to said streamer this has nothing to do with him, or anything he may 'assist' with. That streamer did manage a deal with one of our managers to allow a further $10,000 out, out of a kind gesture from within the community which management approved. He has also already received several thousand of that, and then well now has this case. Nothing further will be paid.

We will also add, that duplicate accounts are also a part of this. The list really does go on.

We feel we've been more then fair to Adam, paid out more then what was deserved for a case that was still not solved due to the actual requested document was never satisfied to our KYC team.

We will be not be putting attention to this matter further, we will only deal with this via Guru.

I sent all documents they ask for the same day I received there email and then again 2 days later to make sure

And how was my last login on the 20th of the 6th when my account was suspended on the 15th of the 5th

The only withdrawal I've had from them is 3200 on the 12th of may the 14th of may and the 26 of feb

And then one from the new account of 3200 witch I was told to open so they would start paying me

So there's been no over $50,000

And I don't consider this a threat? no one from there casino was getting back to me what else could I do

And the streamer is the one that told me to make the account

Hi Adam, as previously mentioned a streamer has no involvement within the casino. You are very well aware of the email that we use, and the live chat. We can also provide live chat logs if needed by Guru over the team assisting you. Whilst the streamer did get a deal with a manager out of good will, and they were happy to pay that amount out but now your account has been disabled on your secondary account. Any other arrangements that the streamer has helped you with, we are not sure but that is nothing official that reflects the casino whatsoever.

A tax document is not sufficient, the same we have previously explained we require banking statements + a correct KYC of your business income as you declare yourself as self employed.

The funds withdrawn can be shown more also at Gurus request, however we have also attached them and blanked out private information as I am not sure what it published.

We will wait for gurus reply before anything further is added, please note we can supply all withdrawals that were accepted and all payment logs.

Please also note Adam, seeing as you have received well over $50,000 Guru can not provide an action for us to pay any remaining. Our decision was already made at the time that you could not produce the required documents for 6 + months even though we did allow you to withdraw more funds as we do like to look after all players however money laundering is a serious offence and we will not be frauded or taken lightly.

Petronela if you would like to use team viewer / team speak to check the withdrawals please let me know at any time and we can organise a live call together with EU time.

Your email u sent me states Australian government tax account

And pretty funny how your withdrawal limit is 3200 a week and the picture u just sent are over that limit

And all those withdraws are done after u closed my account

And u are Contradicting the other email saying I didn't send any documents in saying my tax documents weren't enough

And all those withdraws are done 13th 15th 16th 17th 20th of June weekly limit $3200 nothing suspicious there

Show what crypto address it went to please

We have many players that are over $3,200 per week.

Attached for example is a players limits that we allow to be higher. Adam, you are very well aware that we can raise limits based on the players level + turnover.

Adam, regardless of what Guru mentions here there will be nothing further on our behalf under the suspicion from money laundering. We have already noted this to you many, many months ago. Nothing further from us will be posted.

U denied my request of rising my limit of 3200 stating I hadn't turned over enough and that levels didn't matter u would have it but u won't put that up

Provide the address u sent the money to

And u still haven't said how withdrawals where done when my account was suspended

U have my consent to show that same picture with the crypto address showing

And it shows 15 count of withdrawals show all withdrawals and the address on them please I bet they don't match only 4 will be to me 3 of $3200 and 1 of 900

Come on viperspin how was withdrawals made a month after my account was closed for money laundrieing u take that stuff seriously remember

Thank you, ViperSpin Casino, for all the updates. If you wish to forward any supporting evidence, you can do so at petronela.k@casino.guru.

Thanks Petronela, we will issue that within a few days thank you.

Thank you very much, ViperSpin Casino team, for your email. Due to the reasons that you mentioned in your reply, we will set the timer for three weeks until the person who's responsible for this case will be available.

Dear Boofa83,

Thank you in advance for your patience.

Hi petronela

Sorry but why do we have to wait 3 weeks for viper to reply

Dear Boofa83,

Please bear with us as the person who's responsible for your case is not available at this moment. Thank you very much in advance for your patience and understanding.

Thank you for the extension Petronela, I have sent you an email.

Kind regards

Thank you, ViperSpin Casino, for your email. I have replied and await an update.

Thanks Petronela, our head is on this.

Thank you both sides for the updates. From what I understood the active balance on the player's account was well over $290K+ around May 15th, 2022. According to the player's screenshots, some documents were sent five days later. Could the casino clarify what was the problem and why the documents were not accepted?

Hi Petronela, we are in the process of getting each bet log. Please note on our back end it's available one month at a time but we are trying to store it into a excel document for you from the gaming provider directly.

Thank you, ViperSpin Casino, for the update. I understand that getting the player's game history might take a while. Could you please advise, in the meantime, what was the issue with player's documents?

Thank you petronela for keeping on my case if there's anything else you need from me let me know.

Thank you very much, both sides, for providing all the necessary information.

I will now transfer this complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you, Boofa83, best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Boofa83,

I am sorry to hear about your troubles.

I checked all the communication, and basically, the casino needs proof that you legally earned the money you deposited (20000EUR/30000AUD).

I didn't find this evidence anywhere in the correspondence, so if you have this type of evidence, please send it to matej@casino.guru

Hi matej thank you for helping with my case I just sent you an email with my pays over the 6 months I was playing with the casino. Please let me know that you receive it I can get my bass statements as well if needed as u can see in the email I earned over 110,000 aus in the 6 months

Hello Boofa83,

I received your screenshots and understand why the casino suspects you of money laundering.

I will explain to you how the casino sees it:

You proved to the casino that in the past six months, you received more significant amounts of money (irregularly - because the payments were not made as typical salary once per month). However, you didn't provide evidence that the government knows you received that money and paid the tax. In the casino's eyes, either somebody gave you this money, or you worked and received the money without paying taxes. (grey economy).

So all you should do is prove that you pay taxes from the money you earned. That should be enough.

Hi Matej!

Thank you for getting back to me and explaining thus. I do understand now that you've explained it to me. It would have been helpful if they explained it this way and also replied after I had sent my tax documents.

The reason I get paid these different amounts is because I work for myself and only get paid for the jobs I complete.

I will forward you through my tax documents today.

Thank you very much for your assistance. I will be in touch shortly with the tax documents.

Hi matej

I sent them to your email

Thanks again for your help

Dear casino representative and Boofa83.

In this case, there are two different versions of what happened from the beginning.

The disputed amount does not match. The casino presented a game log indicating that the player lost his claimed money the same day the account was closed.

After reopening the account, Boofa83 continued to play. (why if the casino stole 280k from him?)

Why did the casino not mention that the player spent his balance at the beginning of the case?

Thats the questions that I have in my mind.

Hi MateJ, as previously explained we were under different management throughout this case which was emailed. We can't control different outcomes of different staff / nor opinions.

We have been very transparent with the entire bet log, which our latest manager has looked into and supplied to you and also offered a call in regards which will occur.

I'm not entirely sure what more we can do other then submit what we have on our end which is within Fundist and governed by gaming authorities. We are more then happy if Adam would like to take this further to our licensor as we can supply any required documentation to them directly + they have full access.

Thanks

Hi matej

I replied to your email

Dear Boofa83,

Please confirm that you submitted your complaint to the casino's regulator. (email instruction sent)

Thanks.

Hi matej

I will send it through straight after work today

Thanks

Thank you Matej our part is now done here and we look forward to chatting to the regulator and supplying them with the entire back office.

Kind regards,

Sergey

Hi matej

I just sent off the email to the regulators

Thank you for the info.

I am now closing this complaint as unresolved with the status: Waiting for the regulator's decision.

Please reopen the complaint when the regulator makes a final decision, and we will close this complaint accordingly.

We’ve reopened this complaint at the request of Boofa83. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ViperSpin casino representative,

We have received a request from Boofa83 to reopen a case due to the regulator's lack of response within the specified timeframe of three months. Can you kindly verify that you have not been contacted by the regulator regarding this matter?

Boofa83 could you please forward me the message you sent to the regulator?

Hi Matej, as you would be very well aware we are a WLC casino within Soft Gamings. You would also know the regulation process takes time, that is completely out of our control.

You can email them directly regarding this case, or better yet contact SoftGamings about it would you like their information?

We are waiting to hear back from the regulator, they were supplied with everything but they did take 2 months to contact Softgamings, again nothing to do with Viperspin we can not fast track any regulator.

The regulator was provided with sufficient evidence, and Softgamings is also satisfied that we have done everything correctly.

Thank you, should you need anything further please tag us in or contact the regulator directly.

Dear Viper Spin casino representative,

So you can confirm that regarding the case, you already provided all the necessary proof, and now we are just waiting on the regulator's decision. Am I correct? If that is the case, we will wait again.

For me, important information is that the regulator started investigating the case because some cases are just ignored.

Hi Matej,

That is correct Softgamings gathered evidence from us that satisfied them. They have replied to the regulator, Viperspin was not involved directly with the regulator as we are a WLC not turnkey.

Softgamings as a company has agreed on our decision and due to our provided evidence there will be no action further.

The regulator I also believe will agree on the decision, but more then happy to wait I am not sure on their time frame, and as mentioned it's out of our control our control.

Kind regards

Dear Boofa83,

Considering the circumstances, I think it would be prudent to exercise patience for a little longer.

Meanwhile, would you mind reaching out to the regulator once more to inquire about the progress of your complaint?

Given that they have received the evidence just one month ago, it is likely to take some time before they reach a decision.

I'm not sure why regulators do take such a long period of time, so we do apologize Matej on the matter this is completely new to us also as it's extremely rare to have a case like this.

They do have everything they need though, thank you.

Hi matej

Yes I'm happy to wait I was just concerned that after 3 month no one had contacted me. I know things like this take time I just hope they can get the truth out of viperspin.com the amount of different stories they have come up with just in this complaint

I am again closing this complaint as unresolved with the status: Waiting for the regulator's decision.

Three months have passed. Could you please provide an update on this case?

Hi matej I haven't heard from regulators if they contacted the casino 3 months ago surely I should of heard something by now

Hi Matej + Adam,

Nothing has been mentioned on our end, I assume they're busy.

But nothing can be done on our end until they reply to you Adam.

Dear ViperSpin casino representative, if I understand correctly, the regulator has not yet contacted you to gather evidence, is that correct?

Hi Matej,

As you are aware we are a WLC. The regulator gathered information roughly four months ago from SoftGamings, that's all we can advise at this time.

You're welcome to directly reach out to the regulator, or Softgamings for any further updates but Softgamings did note that we are correct in our actions, as for the regulator we can't speak on behalf of them but we have heard nothing since.

Let me know if you need anything further as we are happy to assist always.

Dear Boofa83,

Could you please contact the regulator again and inquire about the outcome of the case you filed?

We can afford to wait a little longer, but I am concerned that the regulator may have somehow lost track of this case.

Hi matej

I just emailed them asking for an update

Is there any other way of contacting them

Here is all what I have:

Antillephone N.V.

Address: Heelsumstraat, 51 E-Commerce Park, Curaçao

Tel: +599 9-433-8808

E-mail: certria@gaminglicences.com

Website: https://www.gaminglicensing.com

Skype: gaminglicensing.com (Not sure if it is still functioning)

I sent a email to the gaminglicensing just then to see if they can do something to speed it up

Perhaps giving Skype a try would be worthwhile. Please inform me if the regulator responds.

Thanks