ViperSpin Casino - プレイヤーのアカウントが無効になり、引き出しが遅延されます。

Dear Mitcho94,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with ViperSpin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with or without an active bonus? 
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please clarify when exactly you requested the withdrawal?

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello! Thanks for the quick response! No bonuses were used, everything was from direct deposit and no match ups, I played alot

of blackjack that day what got me Upto around 18k and then moved into slots where I accumulated most of my winnings. I tried to make a withdrawal on the 24th of may but was told later that day possibly the next that I needed to verify my account again which was a 2 day wait which was perfectly fine, but after that was done I tried every 2 days onwards making withdrawal attempts with only to have them rejected. The first time doing so I had my swift number incorrect "my fault" but after fixing that and communicating with the team and asking if everything looked right ect bsb, acc number in the right areas so it was processed and done correctly. They had gave me the thumbs up to continue with another withdrawal, after 2 days it was rejected, and from my previous photos sent to you they came back with name mismatch, which can’t be correct as my bank account, utility bill, passport, driver’s license all confirms otherwise it’s me. I feel like mis communication has happened in which they thought the account is in another name or something hence the disabled account? Either way I have no idea how I was able to make a withdrawal on the 29th on January 2024 and have it processed to the exact same account I’m trying to do again with now. Which was never deleted off the account between then and now. And after all this now I cannot get a response via email of the support team which is a little concerning. I’ve been a loyal player for over 2+ years, and now all of a sudden since I won a good amount they have ghosted me.

Dear Mitcho94,

thank you for your reply.

Can you access you player's account at the moment. please?

Could you please confirm the accuracy of your first name and surname as they appear on your account? Could you please share the screenshot to my email [email protected]?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hello. Sorry I will send what I have tomorrow,

Dear Mitcho94,

thank you for your reply.

Have you sent the information requested, please? I am having troubles locating your email.

Best regards,

Katarina

Dear Mitcho94,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru