The player from Finland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received at that time. The delay appeared to be due to the casino's request for additional verification documents, specifically a different angle photo of the player's passport. After the requested documents were provided, the player's account was verified and their withdrawal was successfully processed. The complaint had been resolved and closed by the Complaints Team.
VivatBet Casino - Player’s winnings haven’t been received yet.
Amount: €523
VivatBet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hello
I have deposit 200e and wager it for bonus. I have verified my account.
Everything was fine until i try withdraw.
Withdraw was cancelled and i get message to contact security.
Chat advice me to send document passport/ID. I send them immediately.
Nothing happen. They say i wait. As they say other people and they have wait weeks.
can you help me this matter. I send documents.
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7 months ago
Dear 5801451,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
I remember times when i deposit any price to bookker for safe.
Players money are not casino money.
can you understand this? I can. I never took some elses money. They are not mine.
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7 months ago
Translation
Hello Vivatbet, I received a message that they want a different photo from a different angle of the passport.
iD which transmitters didn't help, although you can verify with them too.
Automatic translation:
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7 months ago
Translation
Hey
Vivatbet has verified my account and paid my money. Everything is OK. The complaint can be closed, thanks for your help.
Automatic translation:
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7 months ago
Dear 5801451,
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,
Kristina
Casino.Guru
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