Viking Luck Casino - プレイヤーのアカウントはブロックされました。

Hi, on March 2nd I requested a withdrawal of €200 from this casino.

On March 3rd my account was blocked even though the withdrawal was still pending.

I contacted them and after a few days they let me know that they needed some documents to verify my account.

I submitted all the required documents on March 12th, but I haven't heard anything since. Support keeps saying I have to wait.

I hope you can help me unblock this situation.

Salve, io in data 2 Marzo ho richiesto un prelievo da 200€ da questo casino.

Il 3 marzo il mio conto è stato bloccato nonostante il prelievo fosse ancora in pending.

Li ho contattati e dopo qualche giorno mi hanno fatto sapere che gli servivano dei documenti per verificare il mio account.

Ho inviato tutti i documenti richiesti il 12 Marzo, ma non ho avuto aggiornamenti da quel giorno. Il supporto continua a dire che devo aspettare.

Spero possiate aiutarmi a sbloccare questa situazione.

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Dear Spaffle,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning Attila, I'll answer you in order:

• I only played slot machines
• I uploaded all the documents they asked for, namely: front and back of my ID, selfie with ID in hand and selfie with their website in the background
• I accumulated the winnings without bonuses

Buongiorno Attila, ti rispondo in ordine:

• ho giocato solo alle slot machine
• ho caricato tutti i documenti che mi hanno richiesto, ovvero: fronte e retro del mio documento d'identità, selfie con documento d'identità in mano e selfie con il loro sito in background
• ho accumulato le vincite senza bonus

Hello Spaffle,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spaffle,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hi Attila, I sent all the documents VikingLuck requested on March 12th and the casino let me know that I had to wait for the documents sent to be verified.

On March 18th I contacted them again to find out if there was any news, but the casino replied to me like this:

Saying that my document verification request has been sent to the relevant department and that I have to wait.

Their last response was on March 20th and there have been no further updates.

This seems like a really exaggerated delay and I hope you can help me recover my funds.

Ciao Attila, ho inviato tutti i documenti che VikingLuck mi ha richiesto il 12 Marzo e il casino mi ha fatto sapere che dovevo aspettare la verifica dei documenti inviati.

Il 18 Marzo li ho contattati nuovamente per sapere se ci fossero novità, ma il casino mi ha risposto così:

Dicendo che la mia richiesta di verifica documenti è stata inviata al reparto competente e che devo aspettare.

Questa loro ultima risposta risale al 20 Marzo e non ci sono stati ulteriori aggiornamenti.

Mi sembra un ritardo veramente esagerato e spero che possiate aiutarmi a recuperare i miei fondi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Spaffle,

I am truly sorry to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to work towards a resolution. I would also like to invite a representative from Viking Luck Casino to join us in this discussion to help address your concerns.

Dear Viking Luck Casino,

Could you kindly clarify the reason for the blocking of the player's account? We would greatly appreciate it if you could provide any evidence related to this matter. You may either include your statement and the evidence here or send it to my email address at jana.k@casino.guru. Thank you in advance for your assistance in this issue.

Kind regards,

Jana

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana