ViperWin Casino - プレイヤーの撤退が遅れています。

Hello

It's been over 8 days since I've been waiting for a withdrawal via transfer, and it still hasn't been processed.

I've sent emails, spoken via chat... and nothing works... I also have an additional 2900€ in the account that I won't touch; I just want them to process the withdrawal.

Hola

Hace más de 8 días que tengo pendiente un retiro por transferencia y siguen sin hacerlo efectivo.

He mandado mails, hablado por chat.. Y no hay manera… Tengo además 2900€ más en la cuenta que ni voy a tocar, solo quiero que realicen la retirada

Dear Garbe36,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, as of today I still have no news of my withdrawal... They constantly say that they are doing what they can, but days go by and the withdrawal is not effective, we are already talking about 13 days for a withdrawal.

Hola, a día de hoy sigo sin noticias de mi retirada… Constantemente dicen que están haciendo lo que pueden, pero pasan los días y la retirada no se hace efectiva, hablamos ya de 13 días para una retirada

Thank you for keeping me updated. Have you made any successful withdrawals from this casino before?

Could you please specify if you passed the full KYC verification?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Also, did you accumulate your winnings with or without a bonus?

I have never played at this casino before, nor have I made any withdrawals before.

They contacted me for a bonus, which I played entirely on slots, for the withdrawal I had to make a money deposit, which I did.

And even though my account says it does not need verification, I sent them an email with my ID and bank invoice.

I hope I have answered everything.

En este casino no había jugado nunca, ni he hecho ningún retiro antes.

se pusieron en contacto conmigo por un bono, que jugué completamente en slots, para la retirada tenía que hacer un ingreso de dinero, que lo hice.

y a pesar que mi cuenta dice que no necesita verificación yo les envié un mail con DNI y factura del banco.

Espero haber respondido a todo.

Thank you very much, Garbe36, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Garbe36,

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 Raquel,

As we checked your account we can see your withdrawal request was cancelled from your side and used.

Later, on 14th of December 2024, your account was closed as per your request.

Our team wishes you all the best for your future activities!

Please take care!

Best regards,

ViperWin team.

Greetings all.

Thank you, ViperWin team, for explaining the situation.

Dear Garbe36,

Could you confirm that the casino is right, please?

Respectfully,

Romi

Dear Garbe36,

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 Garbe36 has stopped responding to our messages and questions. Without Garbe36's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Respectfully,

Romi