ViperWin Casino - Igrački nalog je zatvoren bez razloga.

Hello, I registered with this house on May 5th.

I made 1 deposit of 100€ and 1 bet, current balance 173€.

I didn't play b'ónus or anything, at the moment the account appears blocked and I was told via chat that it was closed by administrative decision.

No verification or justification has been given.

Olá, fiz registo nesta casa no dia 5 Maio.

Fiz 1 depósito de 100€ e 1 aposta, saldo atual 173€.

não joguei b´ónus nem nada, neste momento a conta aparece bloqueada e disseram-me via chat que ela foi fechada por decisão administrativa.

Não foi feita verificação nem dada justificação.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what game you bet on?
• Have you sent any identity documents to the casino for verification?

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

Best regards

Veronika

Good morning,

I placed a soccer bet and played the big bass slot.

The casino didn't ask for any documentation.

Bom dia,

Fiz uma aposta de futebol e joguei na slot big bass.

O casino não pediu qualquer tipo de documentação.

Was ViperWin the first casino from the group that blocked your account?

Did you receive any updates from customer support in the meantime?

Good morning,

I don't remember if you were the first to block it.

I haven't received any updates and the accesses are still blocked.

Bom dia,

Não me recordo se foi o primeiro a bloquear.

Não recebi nenhuma atualização e os acessos continuam bloqueados.

Dear Canutinho

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Canutinho for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ViperWin Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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 Canutinho,

Unfortunately, despite repeated attempts to escalate the issue to the responsible person at the casino, the casino has failed to respond within the extended time.

While I still believe the casino may eventually respond, we cannot keep the complaint open without any reaction from their side. For this reason, I will now close the complaint as unresolved.

If the casino decides to respond later, we will reopen the complaint and assess the issue again.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.