Viking Luck Casino - A conta do jogador foi suspensa.

Hi, I had a bad experience with this casino.

Last week I accumulated some nice winnings on the Hacksaw and Pragmatic slots, after a few days I requested the withdrawal of my winnings

But today unexpectedly my withdrawals were cancelled and my account was suspended.

I hope you can help me make sense of this mess, because I've already contacted them but they're currently ignoring my emails.

It's serious that they're holding my balance like this without explanation. If they no longer want me as a customer, that's their right, but they must first return my balance to me.

Thanks in advance

Salve, ho avuto una brutta esperienza con questo casino.

La scorsa settimana ho accumulato delle belle vincite sulle slot hacksaw e pragmatic, dopo qualche giorno ho richiesto il prelievo delle mie vincite

ma oggi inaspettatamente mi sono stati annullati i prelievi e il mio conto è stato sospeso.

Mi auguro che possiate aiutarmi a far ragionare questo casino, perché li ho già contattati ma al momento stanno ignorando le mie email.

E' grave che trattengano il mio saldo così senza spiegazioni, se non vogliono piu avermi come loro cliente è un loro diritto, ma devono prima restituirmi il mio saldo.

Grazie in anticipo

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Had you completed verification before you lost access to the account?
• Do I understand correctly that you had €650 (dispute value) in your casino account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

• I was not asked to verify my account first, as it was "not necessary" according to the casino
• yes I have €650 in my casino account
• My winnings were accumulated without bonuses, playing slots

Ciao Kristina,

• non mi è stata chiesta la verifica dell'account prima, in quanto "non necessaria" secondo il casino
• si ho 650€ sul conto del casino
• le mie vincite sono state accumulate senza bonus, giocando alle slot

Thank you very much for your reply, nan74. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear nan74,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino simply said that my account was closed by administrative decision, but refused to provide further details.

Il casino si è solo limitato a dire che è il mio conto è stato chiuso per decisione amministrativa, ma si rifiuta di fornire ulteriori dettagli.

Dear nan74,

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, Jana (jana.k@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,

Kristina

Dear nan74,

I sincerely regret to learn that your account has been blocked. Please be assured that I will reach out to the casino promptly to address this issue. Additionally, I would like to invite a representative from Viking Luck Casino to join this conversation and assist in resolving your complaint.

Dear Viking Luck Casino,

could you please clarify the reason for the player’s account blockage? We would greatly appreciate it if you could provide any relevant evidence to support your statement. You may include your response here or send it directly to my email at jana.k@casino.guru. Thank you in advance for your cooperation.

Kind regards, Jana

Dear all,

We would like to kindly inform you that the player breached the following Terms and Conditions:

9.1: - The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3: - We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4: - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Therefore, according to the aforementioned article, there is no refund available.

We trust this clarifies our position and we thank you for your understanding in this matter.

If you have any additional questions, don't hesitate to contact us.

Kind Regards,

VikingLuck Casino Team

Dear Casino VikingLuck,

I have read your communication regarding the closure of my account and the seizure of funds.

I formally contest your decision, as I believe I have fully complied with the site's Terms and Conditions. Specifically:

• I have not used the account for commercial purposes or on behalf of third parties;
• I have not engaged in any fraudulent activity or used unauthorized payment methods;
• I have not collaborated or shared information with other users;
• I used the bonuses in full compliance with the conditions set out, regularly completing the wagering requirements before the funds were converted into real balance.

In light of the above, I kindly ask you to provide:

• a detailed and specific explanation of the alleged infringement being contested;
• the concrete evidence on which your decision is based (game logs, transactions, any anomalies detected);
• the precise indication of the clause of the Terms and Conditions that you believe has been violated.

In the absence of such information, I believe the seizure of funds is unjustified and will be forced to escalate the matter to the relevant regulatory authority and other dispute resolution bodies.

I await your feedback and a review of the case.

Best regards

Gentile Casino VikingLuck,

ho preso visione della vostra comunicazione relativa alla chiusura del mio conto e alla confisca dei fondi.

Contesto formalmente la vostra decisione, in quanto ritengo di aver rispettato integralmente i Termini e Condizioni del sito. In particolare:

• non ho utilizzato il conto per scopi commerciali o per conto di terzi;
• non ho intrapreso alcuna attività fraudolenta né utilizzato metodi di pagamento non autorizzati;
• non ho collaborato o condiviso informazioni con altri utenti;
• ho utilizzato i bonus nel pieno rispetto delle condizioni previste, completando regolarmente i requisiti di wagering prima che i fondi venissero convertiti in saldo reale.

Alla luce di quanto sopra, vi chiedo cortesemente di fornire:

• una spiegazione dettagliata e specifica della presunta violazione contestata;
• le prove concrete su cui si basa la vostra decisione (log di gioco, transazioni, eventuali anomalie rilevate);
• l’indicazione precisa della clausola dei Termini e Condizioni che ritenete sia stata violata.

In assenza di tali informazioni, ritengo la confisca dei fondi ingiustificata e mi vedrò costretta ad inoltrare il caso all’autorità regolatoria competente e ad altri organismi di risoluzione delle controversie.

Resto in attesa di un vostro riscontro e di una revisione del caso.

Cordiali saluti

Dear Viking Luck Casino,

I kindly ask you to send the supportive evidence to jana.k@casino.guru in order to proceed in this case. Your help is greatly appreciated.

Dear Jana,

We would like to inform you that our team is reviewing your request and we'll return to you shortly with a clear update.

Kind Regards,

VikingLuck Casino Team

Dear Jana,

We kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,

Viking Luck Casino Team

Dear nan74,

Thank you for your patience as we reviewed your complaint. After carefully considering the strong evidence presented by the casino, we regret to inform you that we are unable to uphold your complaint at this time. We genuinely value your feedback, and if you encounter any issues in the future, please do not hesitate to reach out to us.