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Hello, I made my first withdrawal on 10/15/24, and three days later it was canceled. On 10/18/24, I made the second withdrawal, and today, on 10/24/24, it was canceled again without any explanation. The chat advises me to try again, but this is the third time it has been constantly canceled. I want my winnings paid out immediately. The responses via email are brief and not helpful. Can you please help me? This is just a way to stall so that I gamble away the winnings. I am determined to fight for my winnings this time.

Hallo ich habe das erste mal eine Abbuchung vorgenommen am 15.10.24 3tage später wurde sie storniert. Am 18.10.24 die 2. Auszahlung vorgenommen heute am 24.10.24 wieder storniert ohne Begründung der chat sagt ich soll es erneut versuchen zum dritten mal jetzt mit ständiger Stornierung ich möchte den Gewinn umgehend ausgezahlt bekommen. Es wird auf Email auch nur kurz und nicht hilfreich geantwortet. Können Sie mir bitte helfen ? Das ist hinhalten damit man die Gewinne verspielt so ist es ich werde diesmal kämpfen für meinen Gewinn

Dear Damaca,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Which payment method have you used for deposits, and which payment method are you attempting to use for cashout of your winnings?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hello, I was informed that my account does not need to be verified.

I still sent all documents, bank card and ID by email and it was received. I get answers that don't help because nobody tells me why the payment is failing.

Hallo es wurde mitgeteilt das mein konto nicht verifiziert werden muss.

Ich habe trotzdem alle Dokumente ausweis bankkarte per Email hingeschrieben und es wurde erhalten ich bekomme antworten die nicht helfen weil mir niemand sagt woran es scheitert die Auszahlung

I tried twice on my bank card and the money was deposited from there. Now I tried to withdraw money from my visa but it is still pending but it is cancelled again.

Ich habe 2x auf bankkarte versucht von da wurde auch eingezahlt jetzt have ich visa abheben versucht steht aus aber es wird wieder storniert

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Thank you very much, Damaca, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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.  

Hi Damaca,

My name is Romi, and I will be in charge of your case from now on.

I would now like to invite the ViperWin Casino representative into this conversation.

Dear ViperWin Casino,

Could you please provide more information about this case to clarify the situation?

Thank you in advance.

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 Damaca,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi