ViperWin Casino - Povlačenje igrača je odloženo.

Hello dear Casino Guru Team,

On October 5, 2025, I deposited €500 for a 100% casino welcome bonus and received €500 in bonus money.

https://viperwin3.com/de/promotions/casino/welcome-bonus

Real money and bonuses are separate at the casino. When I ran out of real money, I activated the €500 casino bonus and made a profit.

After meeting all the wagering requirements, I was able to request a withdrawal of €4,470. The casino hasn't paid anything out yet.

Since the casino hasn't processed my withdrawals for 16 days, I've decided to file a complaint and hope you can help me resolve this issue.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 5.10.2025 habe ich 500€ für einen 100% Casino Willkommens-Bonus eingezahlt und dafür 500€ Bonusgeld erhalten.

https://viperwin3.com/de/promotions/casino/welcome-bonus

Echtgeld und Bonus sind in dem Casino voneinander getrennt. Als mein Echtgeld verspielt war, habe ich den 500€ Casino Bonus aktiviert und einen Gewinn erzielt.

Nachdem ich alle Umsatzbedingungen erfüllt hatte, konnte ich 4470€ zur Auszahlung beantragen. Vom Casino wurden bisher noch nichts ausgezahlt.

Da die Auszahlungen vom Casino nun seit 16 Tagen nicht bearbeitet wurde, habe ich mich entschlossen, eine Beschwerde zu schreiben und hoffe, sie können mir dabei helfen, diesen Fall aufzuklären.

Liebe Grüße,

Michael

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Did the casino explain what might be causing the delay? Send emails or chat transcripts of your most recent exchanges with support on the topic to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Here are the answers to the questions:

Could you please confirm that you have passed the KYC verification?

Verification has not yet been requested.

Did the casino explain what might be causing the delay?

I was simply told to wait. I'll send them a screenshot of the email.

kind regards,

Michael

Hallo Tomas,

hier die Antworten auf die Fragen:

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben?

eine Verifizierung wurde bisher noch nicht angefordert.

Hat das Casino erklärt, was die Verzögerung verursachen könnte?

es wurde mir nur mittgeteilt, das ich noch warten soll. Ich sende ihnen den Screenshot der Email per Email.

lieben Gruß,

Michael

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite ViperWin Casino representative to join this conversation.

Dear ViperWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate.

We understand the importance of swift withdrawals and would like to extend our apologies to Popy71 for any inconvenience caused by this delay.

Our team is now aware of the issue and is taking immediate action to expedite the payments. Please bear with us just a bit longer, we will post a confirmation once the withdrawals are processed.

We are grateful for your patience.

Kind regards,

ViperWin Team

Dear ViperWin Casino representative,

Thank you very much for your update. I truly appreciate your attention to this matter and your prompt response.

I remain confident that the issue will be resolved soon, and we will be waiting for your confirmation once the withdrawals have been processed.

Kind regards,

Barbora

Dear Michael,

Thank you for your patience so far.

Please be informed that your withdrawals are temporarily put on hold due to an ongoing KYC verification.

This is a standard procedure and there is no reason to be concerned. To help us complete the verification and process your withdrawals, please upload the documents requested in our most recent email and send us a confirmation once done.

We are grateful for your understanding and cooperation. If any questions arise, we remain just a reply away.

Kind regards,

ViperWin Casino

Dear ViperWin Casino,

I have just uploaded all the requested documents to their casino verification page.

Kind regards,

Michael

Sehr geehrtes ViperWin Casino,

ich habe gerade alle angeforderten Dokument auf ihrer Casino Verifizierung-Seite hochgeladen.

freundliche Grüße,

Michael

Dear Michael,

Thank you very much for your prompt cooperation and for submitting the requested verification documents.

Dear ViperWin Casino,

Could you please confirm once the player’s KYC verification has been successfully completed?

We will be awaiting your update.

Kind regards,

Barbora

Hello Barbora,

I can confirm that the casino made its first payout of €500 today.

There is still €3970 outstanding.

Three more payouts of €500 each have already been requested.

I will keep you updated on further payments here.

Kind regards,

Michael

Hallo Barbora,

ich kann bestätigen, dass das Casino heute die erste Auszahlung von 500€ getätigt hat.

Offen sind also noch 3970€.

3 Auszahlungen a 500€ sind bereits wieder beantragt.

Ich halte sie hier über weitere Auszahlungen auf dem Laufenden.

Lieben Gruß,

Michael

Dear Michael,

Thank you for your continued patience and cooperation.

We are happy to inform you that your account is now fully verified and the pending withdrawals are now processed. Each subsequent withdrawal request will be paid out within our standard timeframe of three business days.

If there are any questions or concerns, please do not hesitate to contact us.

Kind regards,

ViperWin Casino

Hello ViperWin Casino, Hello Barbora,

Yesterday afternoon, November 4th, 2025, the casino paid out two more amounts of €500 each. So, a total of €1500 has been paid out so far.

€2970 is still outstanding.

Thank you very much and best regards,

Michael

Hallo ViperWin Casino, Hallo Barbora,

gestern am 4.11.2025 wurden am Nachmittag dann nochmals 2x 500€ vom Casino ausgezahlt. Also insgesamt wurden bis jetzt 1500€ ausgezahlt.

2970€ sind noch offen.

Vielen Dank und einen lieben Gruß,

Michael

Dear Player

Thank you for your update. I appreciate your reply.

Dear ViperWin Casino representative,

Thank you very much for your update. I appreciate your attention to this matter and remain confident that the issue will be resolved soon. I will keep this complaint open until Popy71 confirms that all withdrawals have been successfully processed.

Kind regards,

Barbora

Hello Barbora,

Yesterday, another €500 was paid out. A total of €2000 has been paid out so far.

€2470 is still outstanding.

Kind regards,

Michael

Hallo Barbora,

gestern wurden erneut 500€ ausgezahlt. Insgesamt wurden bis jetzt also 2000€ ausgezahlt.

Offen sind noch 2470€.

Lieben Gruß,

Michael

Hello Michael,

Thank you for the update. To confirm, have you received any additional payments from the casino since the last €500 you mentioned?

Please keep me updated if any further payments arrive or if you notice any changes.

Kind regards,

Barbora

Hello Barbora,

Yesterday the casino paid out 3 x €500.

There is still €970 outstanding.

I'll keep you updated here.

Kind regards,

Michael

Hallo Barbora,

gestern hat das Casino 3x 500€ ausgezahlt.

offen sind noch 970€.

Ich halte Sie hier auf dem laufenden.

Lieben Gruß,

Michael

Hello Michael,

Thank you very much for the update. Could you please let me know if you have received any additional payments since the three €500 withdrawals you mentioned?

Please keep me informed about any further payouts or changes in the status of your remaining €970.

I will keep the complaint open until we can confirm that the full amount has been successfully paid.

Hello Barbora,

Yesterday, on November 21, 2025, the casino paid out another €500.

There is still €470 outstanding.

kind regards,

Michael

Hallo Barbora,

gestern, am 21.11.2025 hat das Casino erneut 1x500€ ausgezahlt.

Offen sind also noch 470€

lieben Gruß,

Michael

Hello Michael,

Thank you so much for the update, that’s great to hear.

Please keep me posted once the remaining €470 has been paid out, and then we’ll be able to close the case.

Thanks again for staying in touch.

Hello Barbora,

The €470 have now been paid out.

The case can be closed.

Thank you so much for your help and best regards,

Michael

Hallo Barbora,

die 470€ sind nun ausgezahlt.

Der Fall kann geschlossen werden.

Vielen Dank für die Hilfe und lieben Gruß,

Michael

Dear Michael,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru