HomeComplaintsViperWin Casino - Player's withdrawal is delayed due to excessive document requests.

ViperWin Casino - Player's withdrawal is delayed due to excessive document requests.

Amount: €2,500

ViperWin Casino
Submitted: 28 Jan 2025 | Resolved : 31 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Spain had been trying to withdraw €2500 since January 3rd but faced continuous verification hurdles. After submitting various documents, including utility bills and ID, the casino had demanded a payment history document that could not be provided by the bank. Despite having sent multiple documents, the casino continued to refuse acceptance, leaving the player desperate for assistance. The issue was resolved after the player's account was verified, and a partial withdrawal of €500 was successfully processed. The complaint was marked as 'resolved' following confirmation of the successful payment.

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Translation

I have been trying to withdraw my balance since January 3rd.


It's been a nightmare. Since last week, they've been asking me to verify my account with documents like utility bills for my address, ID, a selfie with my ID, etc.


That is normal, but what is not normal is that they asked for transactions from my entire bank account. I sent them, and they were accepted, everything accepted, and when I thought they were going to pay me, they asked for a document with the payment history of my card.


I’ve contacted my bank to request it, and they told me they don’t have such a document and cannot give it to me. They said I can get a document for each transaction, but I've tried to send them and they keep asking for that non-existent document. I've tried to explain it to them, and I don't know what else to do. I have €2500 in the account waiting to be withdrawn, and they've never asked for so many documents to verify an account. I’m desperate because they are not helping. With the documents I've already sent, it should be clear that my account should be verified, yet now they refuse to accept my documents one by one.

Automatic translation:
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Dear wowowa2,

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.

  • Do I understand correctly that the missing card bank statement seems to be the only issue here?
  • Is the casino asking you to verify the payment method you used to make deposits?

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

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Translation

Of course, I understand perfectly, but as I was saying, I have already correctly verified my address, my photo ID, my ID, a selfie with my ID and the casino website on the computer as requested, my bank account statements…


Now what they are actually asking me for is a document with all the statements, but not from my account, but from my card, which when I contacted my bank they told me that they cannot provide it to me because they do not have such a document, but that they do have it operation by operation, one by one, so I have downloaded the operations and put together all the pdfs, since it is a pdf per operation, and I have sent it but they continue to reject me, and I no longer know how to proceed.

Automatic translation:
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Translation

Hello, I would like to inform you that my account has already been verified and the first payment of 5 payments of €500 has been made. I will keep you informed as soon as everything is paid.


Thank you very much for your cooperation.

Automatic translation:
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Dear wowowa2, Thank you very much for the update. We will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

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Translation

Everything is okay, you can close in case, thank you very much

Automatic translation:
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Dear wowowa2,

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, 

Kristina

Casino.Guru 

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