ViciWin Casino - A verificação da conta do jogador está atrasada.

It's been 2 months, and my account still hasn't been verified. Without verification, I'm unable to request a withdrawal. The operators in the chat are incompetent - whenever I ask if they have received my documents (photos of both sides of my ID card and a bank statement), I constantly get the response that the operators don't have access. I've repeatedly sent emails and submitted documents for verification, but no one even replies.

2 місяця не верифікують обліковий запис. Без верифікації неможливо зробити запит на виведення коштів. У чаті некомпетентні оператори - коли запитую чи отримали мої документи (фото 2х сторін ID картки та банківська виписка) постійно отримую відповідь, що оператори не мають доступу. На електронну пошту неодноразово писала і надсилала документи для верифікації - ніхто навіть не відповідає

Dear redtooth958,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ViciWin Casino.

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

• Could you please share a screenshot of what it looks like when you attempt to request a withdrawal?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Were you asked to submit documents repeatedly? Have you sent the documents via email or uploaded them on the casino's website?

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,

Tomas

Unfortunately, it is impossible to view the chat conversation (history) on the site, I did not take a screenshot. I have a screenshot of my profile screen with the uploaded documents.

, and literally a minute later they just disappeared, now the same thing - if I upload documents for verification, they are not saved in the profile . Chat agents reply that they don't have access. I can't make a withdrawal request . The account is not verified, no withdrawals have been made. I wrote to the email and attached the same documents as I uploaded to my profile on the site.

and

- they don't answer. In the chat they write "wait until the end of the week", but they don't specify until the end of which week 🙁

When I noticed that the documents from the profile were simply disappearing, I took screenshots and sent an email, to which I received a reply: wait.

, there were no more answers or results.

На жаль спілкування в чаті (історію) на сайті подивитися неможливо, скрін не робила. Маю скрін екрану мого профіля із завантаженими документами

, і буквально через хвилину вони просто пропали, зараз так само - якщо завантажую документи для верифікації то вони не зберігаються у профілі . Агенти чату відписують, що доступу у них нема. Зробити запит на виведення коштів не можу . Обліковий запис не верифікований, жодного виведення коштів не було здійснено. Писала на електронну пошту і у вкладення до листа надавала такі ж самі документи, що й завантажувала у профіль на сайт

finance@viciwin.com і

support@viciwin.com - не відповідають. В чаті пишуть "чекайте до кінця тижня", але ж не уточнюють до кінця якого тижня 🙁

Коли я помітила, що документи з профілю просто зникають - зробила скріншоти й надіслала лист, на який отримала відповідь чекати

, більше ніяких відповідей і результатів не було.

Thank you very much, redtooth958, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 redtooth958,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear ViciWin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify if you have received the documents from the player and started reviewing them.

I'm looking forward to hearing from you. If you have any supporting evidence, you can send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear redtooth958, the casino representative informed me that your account was verified. Can you please update me about it? Can you request a withdrawal now?

Good day!

Thank you. Now I have successfully made a withdrawal request. I am waiting.

Доброго дня!

Дякую. Тепер вдалося зробити запит на виведення коштів. Поки чекаю

I'm glad to hear that, redtooth958! Hopefully, it will be processed fast and will soon reach your account. Please, let me know once you receive it.

Thanks for your help. I received the funds today (I requested a withdrawal on January 17th)

Дякую за допомогу. Кошти отримала сьогодні (запит на виведення робила ще 17 січня)

Dear redtooth958,

It's great to know that your issue has finally been resolved so I'll mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you 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, 

Natalia

Casino.Guru