ViperWin Casino - Player's withdrawal has been delayed.

I won $600 on this casino on the 22nd of June requested a withdrawal and was in the processing stages until the 29th of June then they canceled it for whatever reason who knows, well requested a withdrawal another way through bank transfer it’s been pending since the 29th of June I’ve talked to the chat people numerous times and they say it will take 1-3 business days then the next chat person says 3-5 then the next one says 3-5 after the day withdrawal was requested which is a bit strange because their website says 1-3 days to be processed. Well now it’s been about 7 business days from second withdrawal process and nothing has happened, and I know the next step will probably be verification which they aren’t letting me do at the moment. This is ridiculous.

Dear reegee94,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you're experiencing with your withdrawal from the casino. To help us better understand your situation and assist you effectively, could you please provide us with some additional information?

• Have you received any communication or updates from the casino regarding the status of your withdrawal since the 29th of June?
• Could you provide details or screenshots of any interactions you've had with the casino’s chat support regarding this issue?
• Have you received any information or requests from the casino regarding verification, and if so, what specific steps have they asked you to take?
• Have you experienced similar issues with withdrawals from this casino in the past?

Additionally, you can forward any relevant communication or evidence 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

Hi there, I have chatted to the casino numerous times per day asking where my withdrawal is and I get a lot of different responses saying that it’s 1-3 business days another person says 3-5 then another says 3-5 days after the day withdrawal requested so a bit of a muck around and they also are not letting me verify my account which I know they will probably ask for next

Hello reegee94,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello reegee94,

Have there been any developments since our last conversation, please? 

Thank you.

Hi no updates still waiting for my withdrawal

Thank you very much, reegee94, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello reegee94,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite ViperWin Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

This has now been resolved thank you

Dear reegee94,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru