The player from Germany encountered repeated cancellations of withdrawal requests since 10/15/24 and had not received any explanation for this issue. Despite multiple attempts, her winnings remained unpaid, and communication from the casino was unhelpful. The Complaints Team reached out to the casino for clarification, but no response was received within the given timeframe. Consequently, the complaint was closed as 'unresolved', which may have negatively impacted the casino's rating and informed other players of her experience.
ViperWin Casino - Player’s withdrawal attempts are being canceled.
Black points: 140
Amount: €150
ViperWin 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.
6.2
ViperWin Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, I made my first withdrawal on 10/15/24, and three days later it was canceled. On 10/18/24, I made the second withdrawal, and today, on 10/24/24, it was canceled again without any explanation. The chat advises me to try again, but this is the third time it has been constantly canceled. I want my winnings paid out immediately. The responses via email are brief and not helpful. Can you please help me? This is just a way to stall so that I gamble away the winnings. I am determined to fight for my winnings this time.
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2 months ago
Dear Damaca,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Which payment method have you used for deposits, and which payment method are you attempting to use for cashout of your winnings?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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2 months ago
Translation
Hello, I was informed that my account does not need to be verified.
I still sent all documents, bank card and ID by email and it was received. I get answers that don't help because nobody tells me why the payment is failing. 
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2 months ago
Translation
I tried twice on my bank card and the money was deposited from there. Now I tried to withdraw money from my visa but it is still pending but it is cancelled again.
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2 months ago
Thank you very much, Damaca, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.
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2 months ago
Hi Damaca,
My name is Romi, and I will be in charge of your case from now on.
I would now like to invite the ViperWin Casino representative into this conversation.
Dear ViperWin Casino,
Could you please provide more information about this case to clarify the situation?
Thank you in advance.
Romi
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1 month 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.
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1 month ago
Dear Damaca,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
Best regards,
Romi
