ViciWin Casino - A retirada do jogador foi atrasada devido a problemas de verificação da conta.

Dear GURU casino

I have needed your help in the past, and today I am here with a new complaint regarding VICIWIN casino, I uploaded my documents to the casino before I started depositing

Yesterday, 05/14/2025 at 01:30 AM, I made my first top-up of €30, playing my balance, then I reached the figure of €140 and simply requested the withdrawal, at the cashier where the withdrawal is requested, the bar appears that asks me to verify my account, how is this possible if my account has been fully verified and declared by the managers in chat?

I attach what was said in Chat:

€ 140.03

Anthony 2:38 PM

How can I help you?

You 2:39 PM

This morning I wrote to your colleague, I was asking for my withdrawal obtained with my deposit, my account has already been verified but on the withdrawal page I see a bar, verify account before withdrawing.....and this is a huge mistake

Anthony 2:40 PM

One moment please, I'll check your account.

You 2:40 PM

This morning I wrote to your colleague, I was asking for my withdrawal obtained with my deposit, my account has already been verified but on the withdrawal page I see a bar, verify account before withdrawing.....and this is a huge mistake

You 2:40 PM

Thank you

Anthony 2:42 PM

I see you have submitted your documents. These need to be verified by the finance department before you can make the withdrawal request.

You 2:43 PM

I've been told for days that my account has been verified

You 2:43 PM

Why are they saying something that isn't true?

You 2:44 PM

Verification times are 2 days

Anthony 2:44 PM

When did you upload your documents?

You 2:44 PM

More have passed

You 2:45 PM

4/5 days ago

Anthony 2:45 PM

Ok, so you didn't get an email about a missing document or something?

You 2:45 PM

No

Anthony 2:47 PM

In this case I contact them again to find out exactly what is blocking them.

You 2:47 PM

Okay

You 2:48 PM

When will you let me know?

Anthony 2:48 PM

We'll know tomorrow Stefania

Spettabile casino GURU

Ho già avuto bisogno del vostro aiuto in passato, e oggi sono qui per un nuovo reclamo riguardante il casino' VICIWIN, ho caricato i miei documenti al casino'prima di iniziare a depositare

Ieri giorno 14.05.2025 alle ore 01:30 AM.ho effettuato la mia prima ricarica di 30€;, giocando il mio saldo , quindi successivamente ho raggiunto la cifra di 140€ ed ho semplicemente richiesto il prelievo, alla cassa dove si richiede il prelievo appare la barra che mi chiede di verificare il mio account, come e possibile se il mio account e stato completamente verificato e dichiarato dai manager in chat?

Vi allego quanto detto in Chat:

€ 140.03

Anthony 2:38 PM

Come posso aiutarla?

You 2:39 PM

Stamattina mi sono scritta con il tuo collega, stavo chiedendo il mio prelievo ottenuto col mio deposito , il mio account e gia stato verificato ma alla pagina dei prelievi mi appare la sbarra , verifica account prima di prelevare.....e un errore gigantesco questo

Anthony 2:40 PM

Un attimo per favore, controllerò il tuo account.

You 2:40 PM

This morning I wrote to your colleague, I was asking for my withdrawal obtained with my deposit, my account has already been verified but on the withdrawal page I see a bar, verify account before withdrawing.....and this is a huge mistake

You 2:40 PM

Grazie

Anthony 2:42 PM

Vedo che hai inviato i tuoi documenti. Questi devono essere verificati dal dipartimento finanziario prima che tu possa effettuare la richiesta di prelievo.

You 2:43 PM

Sono giorni che mi viene detto che il mio account e stato verificato

You 2:43 PM

Perche dicono una cosa non vera?

You 2:44 PM

I tempi della verifica sono 2 giorni

Anthony 2:44 PM

Quando hai caricato i tuoi documenti?

You 2:44 PM

Ne sono passati di piu

You 2:45 PM

4/5 giorni fa

Anthony 2:45 PM

Ok, quindi non hai ricevuto un'e-mail riguardante un documento mancante o qualcosa del genere?

You 2:45 PM

No

Anthony 2:47 PM

In questo caso li contatto nuovamente per scoprire esattamente cosa li sta bloccando.

You 2:47 PM

Ok

You 2:48 PM

Quando mi fa sapere?

Anthony 2:48 PM

Ne sapremo domani Stefania

Dear Stefy0,

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. Please be aware that, particularly for new casino patrons, the verification process may still be underway. Note that many casinos finalize verification procedures upon the initial withdrawal request, irrespective of prior document submission. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient, cooperate fully with 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.

I have scheduled a follow-up for 13 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Thank you very much Katarina, I will wait and if I receive any updates from the casino I will let you know the situation

Thank you

Grazie mille Katarina, attendero' e in caso io riceva aggiornamenti da parte del casino' vi comunichero' la situazione

Grazie

Hello respectable Guru

I'm sending you the chat from a little while ago with the ViciWin casino

Greetings

Thierry 10:50 AM

hello

You 10:52 AM

I was told the day before yesterday that my account would be verified and validated in the evening to make the withdrawal, then I was told yesterday that it would happen in the afternoon and then yesterday I was told that it would be done this morning, but I see that it has not been unlocked yet.......

You 10:53 AM

Now I ask myself, should I solicit in another way?

You 10:53 AM

Thank you

Thierry 10:53 AM

are you unable to make a withdrawal request?

You 10:53 AM

No

Thierry 10:54 AM

one moment please

You 10:55 AM

Here in chat it is not possible to send files otherwise I would have sent you the screenshot of the cash register

Thierry 10:55 AM

I see that there is a technical problem on your account with the document and I see that it is also verified

You 10:55 AM

I also sent emails but no one ever replied to me

You 10:56 AM

See what, excuse me?

Thierry 10:56 AM

we already know about it stefania

Thierry 10:56 AM

one moment please we will find the solution now

You 10:56 AM

I thank you

Thierry 11:04 AM

We will add it manually at the time of withdrawal

Thierry 11:04 AM

and will be paid next week

Thierry 11:04 AM

is that okay with you?

Thierry 11:04 AM

in the meantime that technical department has covered up the matter

You 11:05 AM

You will add it manually in what sense??

Thierry 11:05 AM

to the retreat

Thierry 11:06 AM

You want to withdraw these 128 euros, right?

You 11:06 AM

And what should I do?

You 11:06 AM

Of course I want to withdraw the €128

Thierry 11:08 AM

OK perfect

Thierry 11:08 AM

we will do it for you

Thierry 11:08 AM

I sent a funding request

You 11:08 AM

Got it, and how does it work now?

Thierry 11:09 AM

We will send you a confirmation email that you have 128 pending withdrawal

You 11:09 AM

Yes

Thierry 11:09 AM

will be removed from your balance

Thierry 11:09 AM

and next week I paid

You 11:10 AM

Is this thing safe?

Thierry 11:11 AM

Obviously

You 11:11 AM

Okay, I trust you.

You 11:12 AM

When will I receive the email?

Thierry 11:12 AM

you will receive an email about it this afternoon

You 11:12 AM

I'm counting on it!

Salve spettabile Guru

Vi invio la chat di poco fa col casino' ViciWin

Salve

Thierry 10:50 AM

hello

You 10:52 AM

Mi e stato detto l altro ieri che la sera sarebbe syato verificato e convalidato il mio account per effettuare il prelievo, poi mi e stato detto ieri che sarebbe successo nel pomeriggio e sempre ieri mi e poi ststo detto che sarebve stato fatto questa mattina, ma vedo che non e stato sbloccato ancora....... 

You 10:53 AM

Ora mi chiedo, devo sollecitare in altro modo?

You 10:53 AM

Grazie

Thierry 10:53 AM

non riesci a effettuare la richiesta di prelievo?

You 10:53 AM

No

Thierry 10:54 AM

un attimo per favore

You 10:55 AM

Qui in chat non e possibile inviare file altrimentiti avrei inviato lo screenshot della cassa

Thierry 10:55 AM

Vedo che c'è un problema tecnico sul tuo account con il documento e vedo che è anche verificato

You 10:55 AM

Ho ancge inviato email ma nessuno mi ha mai risposto

You 10:56 AM

Vedi cosa, scusami?

Thierry 10:56 AM

ne siamo già a conoscenza stefania

Thierry 10:56 AM

un attimo per favore troveremo la soluzione ora

You 10:56 AM

Ti ringrazio

Thierry 11:04 AM

lo aggiungeremo manualmente al momento del prelievo

Thierry 11:04 AM

e verrà pagato la prossima settimana

Thierry 11:04 AM

per te va bene?

Thierry 11:04 AM

nel frattempo quel dipartimento tecnico ha nascosto la questione

You 11:05 AM

Lo aggiungerete manualmente in che senso??

Thierry 11:05 AM

al ritiro

Thierry 11:06 AM

questi 128 euro vuoi ritirarli, giusto?

You 11:06 AM

E cosa dovrei fare io?

You 11:06 AM

Certo che voglio ritirare le 128€

Thierry 11:08 AM

ok perfetto 

Thierry 11:08 AM

lo faremo per te 

Thierry 11:08 AM

ho inviato una richiesta di finanziamento

You 11:08 AM

Capito , e come funziona ora

Thierry 11:09 AM

ti invieremo un'e-mail di conferma che hai 128 in attesa di prelievo

You 11:09 AM

Si

Thierry 11:09 AM

verrà eliminato dal tuo saldo

Thierry 11:09 AM

e la prossima settimana ho pagato

You 11:10 AM

E sicura questa cosa?

Thierry 11:11 AM

Ovviamente

You 11:11 AM

Va bene, mi fido di te

You 11:12 AM

L email quando la ricevo?

Thierry 11:12 AM

riceverai una email a riguardo questo pomeriggio

You 11:12 AM

Ci conto!

Dear casino GURU

I sent the complaint to the Viciwin casino because the processing of the document verification is processed in 1/2 days, so that said, withdrawals must be issued immediately after, not after 10/14 days

I send you a new page with the same problem

*Transaction Details

datastatusdetailsMay 13, 2025 11:37 PMSuccess-May 13, 2025 11:36 PMRedirect3D Secure Redirection is neededMay 13, 2025 11:36 PMRedirect3D/APM redirect is needed - Redirect the client to the 3D redirect url

Spettabile casino' GURU

io ho inviato il reclamo verso il casino' Viciwin perché l elaborazione della verifica dei documenti viene elaborata in 1/2 giorni, quindi detto ciò' i prelievi devono essere emessi subito dopo, non dopo 10/14 giorni

Vi invio nuova pagina sempre con la stessa problematica

*Transaction Details

datastatusdettagliMay 13, 2025 11:37 PMSuccesso-May 13, 2025 11:36 PMRedirect3D Secure Redirection is neededMay 13, 2025 11:36 PMRedirect3D/APM redirect is needed - Redirect the client to the 3D redirect url

I kindly ask you to intervene with the casino asap because I don't see it as serious.....customer support never responds to emails, and now even in chat the same!!

Thank you so much GURU

Gentilmente vi chiedo di intervenire Quantoprima col casino' perché non lo vedo serio.....alle email non risponde mai il supporto clienti, e ora anche in chat lo stesso!!

Grazie mille GURU

Dear GURU.

I just got a message in chat, and it said this to me;

Withdraw

Personal profile

account information

Username

First name

Surname

Sex

Women

Date of birth

E-mail

Registration date

customer details

Address

City

Cap

Village

Italy

Telephone +39

bank details

Bank name

bank branch

Account number

IFSC

IBAN

BIC / SWIFT

I want to receive an email notification

I want to receive SMS

I want to be contacted by phone

save

ViciWin Live Chat

Angel 10:30 AM

stephanie

You 10:30 AM

Greetings

Angel 10:30 AM

Okfinance gave you 128 euros = euros on withdrawal

You 10:30 AM

A thousand thanks

You 10:31 AM

Now I don't have to do anything right?

Angel 10:31 AM

yes, just wait

Angel 10:31 AM

everything's fineYou

You 10:31 AM

Thank you.

Spettabile GURU.

Ho appena ricevuto messaggio in chat, e mi e stato detto questo ;

Withdraw

Personal profile

informazioni sull'account

Nome utente

Nome di battesimo

Cognome

Sesso

Donne

Data di nascita

Email

Data di registrazione

dettagli del cliente

Indirizzo

Citta

Cap

Paese

Italy

Telefono+39

coordinate bancarie

nome della banca

filiale bancaria

Numero di conto

IFSC

IBAN

BIC / SWIFT

Voglio ricevere una notifica e-mail

Voglio ricevere SMS

Voglio essere contattato telefonicamente

salva

ViciWin Live Chat

Angel 10:30 AM

stefania

You 10:30 AM

Salve

Angel 10:30 AM

Okfinance ti ha messo 128 euro = euro sul prelievo

You 10:30 AM

Grazie mille

You 10:31 AM

Ora non devo far nulla giusto?

Angel 10:31 AM

sì, basta aspettare

Angel 10:31 AM

tutto beneYou

You 10:31 AM

Grazie.

Dear Stefy0,

thank you for your message and information provided.

I understand that waiting for your withdrawal is likely frustrating, and I sincerely apologize for the inconvenience. As mentioned previously, let's allow a few more days for the processing to complete. Hopefully, we'll see it resolved by then.

Please do not hesitate to provide any update on the case.

Looking forward to your reply.

Katarina

Thank you, as soon as I have news I will let you know, thank you very much Caterina❤

Grazie, Appena ho notizie vi sarà comunicato, grazie mille Caterina❤

Dear Stefy0,

is there any new development? Have you received your withdrawal, please?

Good morning, Unfortunately no, I write to emails and neither the support nor the financial department responds

In chat I was told that I would receive my money during the week but it didn't happen and today is the second week

Buongiorno, Purtroppo No, scrivo alle email e non risponde ne il supporto e ne il dipartimento finanziario

In chat mi era stato detto che in settimana avrei ricevuto i miei soldi ma non e successo e oggi e la seconda settimana

I wrote again a little while ago in the casino chat and I was told the same thing again (((( the withdrawal will be paid during the week)))))

Now I wonder, is it even possible?

Thank you GURU

Ho scritto nuovamente poco fa in chat al casino' e mi e stata ripetuta la stessa cosa (((( in settimana verrà pagato il prelievo)))))

Ora mi chiedo ma e mai possibile?

Grazie GURU

I was written to now from the chat, the operator Thierry I must say however that he was always kind to me......

Mi e stato scritto ora dalla chat, l operatore Thierry devo dire però che e stato sempre gentile con me......

Hi, anyway, today marks 10 days since my withdrawal was validated.

Salve, cmq con oggi sono 10 gg che il.mio.prelievo e stato validato

You 3:04 PM

Greetings

Paul 3:05 PM

Hi, how can I help you?

You 3:05 PM

Hello Paul

You 3:06 PM

I'm waiting for my order and I'm repeatedly told that I'll receive it this week but almost two weeks have passed

Paul 3:07 PM

Let me check with the finance department

Paul 3:08 PM

It will be done by the end of the week

You 3:08 PM

And another thing, I've written emails several times and nobody answers me.

You 3:04 PM

Salve

Paul 3:05 PM

Ciao, come posso aiutarti?

You 3:05 PM

Salve Paul

You 3:06 PM

Sto aspettamdo il kio prrlievo che mi viene ripetutamrnte detto che qst settimana lo ricevero' ma dono passate due settimane quasi

Paul 3:07 PM

Lasciami controllare con il dipartimento finanziario

Paul 3:08 PM

Sarà fatto entro la fine della settimana

You 3:08 PM

E pii ub altra cosa , ho scritto volte x email e nessuno mi risponde

HI

Paul 8:31 AM

Hi, how can I help you?

You 8:33 AM

It's been two weeks since I was told ""YOUR WITHDRAWAL WILL BE PAID THIS WEEK"""

Paul 8:33 AM

Dear Stefania, the finance department is not working at the moment, come back in 1 hour and we will provide you with the final result.

You 8:33 AM

I don't believe it much anymore

You 8:34 AM

In an hour? I would also rather receive an email from the finance department that has never responded to my emails

Make sure if you contact us within 1 hour, we will give you a reply. Hello

You 9:59 AM

Is the finance department functioning now?

Paul 9:59 AM

Sorry Stefanie, the finance department is not operational from Saturday to Sunday, please come back on Monday

DEAR CASINO GURU, I ASK YOU TO ACT IMMEDIATELY BECAUSE THEY ARE FOOLING ME OK? THANK YOU SO MUCH FOR YOUR HELP

Ciao

Paul 8:31 AM

Ciao, come posso aiutarti?

You 8:33 AM

Sono passate due settimane da quando mi viene detto ""IN SETTIMANA VERRA' PAGATO IL TUO PRELIEVO"""

Paul 8:33 AM

Gentile Stefania, il reparto finanziario non funziona in questo momento, torna tra 1 ora e ti forniremo il risultato finale.

You 8:33 AM

oramai non ci credo piu' tanto

You 8:34 AM

Tra un ora? Piuttosto vprrei anche ricevere un email dal dipartimento finanziario che non mi ha mai risposto alle email

Assicurati che se ci contatti entro 1 ora, ti forniremo una rispostaCiao

You 9:59 AM

Funziona ora il dipartimento finanziario?

Paul 9:59 AM

Mi scuso Stefanie, il reparto finanziario non è operativo da sabato a domenica, per favore torna lunedì

SPETTABILE CASINO' GURU, VI CHIEDO DI AGIRE IMMEDIATAMENTE AL CASO PERCHÈ MI STANNO PRENDENDO IN GIRO OK? GRAZIE MILLE X IL VS AIUTO

Dear Stefy0,

Thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.

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

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Hi thank you very much

1) I HAVE NEVER WITHDRAWN MONEY BEFORE, AND IT'S THE FIRST TIME

2) I PASSED THE KYC VERIFICATION

3) I ACCUMULATED MY WINNINGS ONLY WITH MY OWN MONEY

Salve grazie mille

1) NON HO MAI PRELEVATO PRECEDENTEMENTE, E LA PRIMA VOLTA

2) HO SUPERATO LA VERIFICA KYC

3) HO ACCUMULATO LE MIE VINCETE SOLO CON IL MIO DENARO

Dear Guru, is there anyone who can answer me?

A thousand thanks

Spettabile Guru, ce qualcuno che mi può rispondere?

Grazie mille

Hi, is it possible that these people all answer me in the same way as per the script?

HI

Steve 12:54 AM

Welcome Stefania. How can I help you?

You 12:54 AM

Hi Steve

You 12:55 AM

When can I find thierry?

Steve 12:55 AM

Leave me alone for a moment, please.

You 12:56 AM

Because I was waiting for my withdrawal

You 12:56 AM

But it didn't arrive

Steve 12:58 AM

Stefania, as told to me by Thierry, is not here at the moment. She will be here tomorrow. Regarding the withdrawal, please note that customer support does not handle withdrawal requests. You can send an email to the relevant department at: Finance@ viciwin.com

You 12:59 AM

Already sent 10 emails and no one ever responded

Steve 12:59 AM

I have already forwarded your request for withdrawal to the relevant department, which will examine it as soon as possible.

This is the last chat of today

Salve ma possibile che questi mi rispondono tutti allo stesso modo da copione?

Ciao

Steeve 12:54 AM

Benvenuta Stefania. Come posso aiutarti?

You 12:54 AM

Ciao Steeve

You 12:55 AM

Quando posso trovare thierry?

Steeve 12:55 AM

Lasciatemi un attimo, per favore.

You 12:56 AM

Perche stavo aspettando il mio prelievo

You 12:56 AM

Ma non arrivs

Steeve 12:58 AM

Stefania, come mi è stato comunicato da Thierry, non è qui al momento. Sarà qui domani. Per quanto riguarda il prelievo, si prega di notare che l'assistenza clienti non gestisce le richieste di prelievo. È possibile inviare un'e-mail al reparto competente all'indirizzo: Finance@viciwin.com

You 12:59 AM

Gia fatto inviato 10 email e nessuno ha.mai risposto

Steeve 12:59 AM

Ho già inoltrato la tua richiesta relativa al ritiro al dipartimento competente, che la esaminerà il prima possibile

Questa e l ultima chat di oggi

HI

Paul 11:46 AM

Hi, how can I help you?

You 11:47 AM

Hi Paul, can you tell me when I can find Thierry?

Paul 11:47 AM

Thiery is not here at the moment, I am here to assist you

You 11:48 AM

Ok then, I would like to know about my withdrawal that is not arriving

Paul 11:48 AM

Customer support does not handle withdrawals - please email the finance department or your account manager for more information.

Paul 11:48 AM

Finance@viciwin.cokm

Paul 11:48 AM

Finance@viciwin.com

You 11:49 AM

Apounto I wanted to talk to Thierry

You 11:49 AM

They never answer them!!!

Ciao

Paul 11:46 AM

Ciao, come posso aiutarti?

You 11:47 AM

Ciao Paul , puoi dirmi quando posso trovare Thierry

Paul 11:47 AM

Thiery non è qui in questo momento, sono qui per assisterti

You 11:48 AM

Allora ok, vorrei sapere del mio prelievo che non arriva

Paul 11:48 AM

L'assistenza clienti non si occupa di prelievi: per maggiori informazioni, inviare un'e-mail al reparto finanziario o al proprio account manager.

Paul 11:48 AM

Finance@viciwin.cokm

Paul 11:48 AM

Finance@viciwin.com

You 11:49 AM

Apounto Volevo parlare con Thierry

You 11:49 AM

Li non rispondono mai!!!

Dear Casino Guru,

and I am happy to inform you that I have received my winnings!

As always, thank you for your support.

Good evening

Spettabile casino Guru,

e con piacere che vi comunico che ho ricevuto la mia vincita !

Come sempre grazie a voi per il vostro sostegno.

Buona serata

Dear Stefy0,

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,

Katarina

Casino.Guru