ViperWin Casino - Player's withdrawals are delayed.

Hello, I play a lot at casinos and rarely encounter such poor service.

I have been waiting for my withdrawals for over two weeks now, and their live chat is of no help. Viperwin simply refuses to pay my small withdrawals of 3x500€. I have been playing slots and sports. I have not used bonuses, and no KYC documents are required from me.

Dear bulisibulbul,

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.

• Have you made any successful withdrawals from the casino in the past?
• When was the last time you were in contact with casino support and discussed the issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear bulisibulbul,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I have made successful withdrawals before. But these withdrawals in question still haven't been made after more than three weeks. Unbelievable. I contact support every now and then and as I said before it's of no use. All I get from them is copy paste answers that the withdrawals will be paid soon. Well, they haven't been paid even after waiting for more than three weeks.

Thank you very much, bulisibulbul, 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.  

Dear bulisibulbul,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ViperWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ViperWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear bulisibulbul,

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

Greetings all.

We have reopened this complaint as per the casino's request.

Dear bulisibulbul,

The casino representative has informed us that your winnings have been paid.

Could you confirm that you have received your money, please?

Thank you in advance.

Respectfully,

Romi

Dear bulisibulbul,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because bulisibulbul has stopped responding to our messages and questions. Without bulisibulbul's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Respectfully,

Romi