Viking Luck Casino - A retirada do jogador está atrasada.

Hello, I started requesting withdrawals from Viking Luck on August 23rd, but they're still pending. For over a month now, I've been trying unsuccessfully to complete the final verification step, proving ownership of my crypto wallet.

The casino expects a screenshot showing my name, address, and crypto wallet. I use the Trust Wallet app, which doesn't store any private data; it's an anonymous crypto wallet that consists solely of a crypto address.

I tried to explain this to the casino several times, both via live chat and email. All my attempts were unsuccessful. My emails to Viking Luck on September 16 (VIP Manager) and September 29 (Support) have remained unanswered to this day.

In the meantime, I uploaded a screenshot of my crypto wallet showing my crypto address and also communicated this via live chat beforehand, but it has been rejected five times now, with several days of waiting time between each one. I didn't take screenshots of the live chat, but here are screenshots of my emails to Viking Luck.

Hallo, ich habe am 23.08. angefangen Auszahlungen zu beantragen bei Viking Luck, sie sind immer noch ausstehend. Seit über einem Monat Versuche ich nun erfolglos den letzten Schritt der Verifizierung abzuschließen, Nachweis der Eigentümerschaft an meinem Crypto Wallet.

Das Casino erwartet einen Screenshot wo mein Name, Adresse und Crypto Wallet sichtbar sind. Ich verwende die Trust Wallet App, dort existieren keine Privaten Daten, es ist anonymes Crypto Wallet dass lediglich aus einer Crypto Adresse besteht.

Ich habe dies dem Casino mehrfach versucht zu erklären, sowohl via Live Chat als auch via Email. Alles Versuche meinerseits blieben erfolglos. Meine E-Mails an Viking Luck am 16. September (VIP Manager) und 29. September (Support) sind bis heute unbeantwortet geblieben.

Zwischenzeitlich habe ich einen Screenshot meines Crypto Wallets hochgeladen auf dem meine Crypto Adresse sichtbar ist und das auch mit dem Live Chat vorher kommuniziert, aber es wurde jetzt 5x abgelehnt mit vielen Tagen Wartezeit dazwischen jeweils. Screenshots habe ich vom Live Chat nicht gemacht, aber hier sind Screenshots meiner E-Mails an Viking Luck.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you’re experiencing with the verification process. Please allow me to ask you a few questions to clarify your situation.

• Is there any alternative way to verify the ownership of the crypto wallet you used for depositing funds into the casino? Would it be possible to record a short video showing how you open your Trust Wallet, access the specific address, and confirm that it matches the one used in your casino account?
• Do you have any screenshots or other records from your wallet that show the exact receiving address corresponding to your deposits or withdrawals, as well as a screenshot from your casino account confirming that the same address was used?
• Alternatively, would it be possible to verify the payment method you use to top up your crypto wallet instead (for example, a card or exchange account)?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, yes, I can record a video of my Trust Wallet showing my address. However, I've already uploaded screenshots, which the live chat recommended, but it was rejected days later, and it's been like this ever since. I haven't been given any other options. They just keep saying the same thing.

Other casinos in this group have accepted my screenshots of my wallet address, so I don't understand the issues and it seems more like delaying measures to me.

Hallo Veronika, ja ich kann ein Video aufnehmen von meinem Trust Wallet wie man meine Adresse sieht. Allerdings habe ich schon Screenshots davon hochgeladen, was der live Chat mir auch empfohlen hatte, aber es wurde dann Tage später wieder abgelehnt und so geht es diese ganze Zeit. Mir wird auch keine andere Möglichkeit geboten was ich tun soll. Es wird nur immer das gleiche gesagt.

In anderen Casinos dieser Gruppe wurden meine Screenshots von meiner Wallet Adresse akzeptiert, daher verstehe ich die Probleme nicht und es wirkt auf mich eher wie Verzögerungsmaßnahmen.

Hello, the situation hasn't changed at all. I asked again in live chat because it was rejected again, and they're not helping at all. Can you please contact the casino so I can receive my winnings?

Hallo, es ändert sich überhaupt nichts an der Situation. Ich habe nochmals im Live Chat gefragt weil es wieder abgelehnt wurde und es wird einem absolut nicht geholfen. Können Sie bitte das Casino kontaktieren damit ich meine Gewinne erhalte.

Thank you very much, BoehserOnkel, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello BoehserOnkel,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Viking Luck Casino to join the conversation.

Dear Viking Luck Casino,

Can you please clarify why the screenshots from the player's Trust wallet were not accepted? As far as I know, no information is necessary when you create or operate Trust Wallet, so the current requirement seems to be a bit unreasonable.

Should there be any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Dear All,

Thank you very much for your message and for sharing your concern. We completely understand the player’s frustration and appreciate the opportunity to clarify this matter.

In this case, we kindly require a screenshot showing the account profile information of the Trust Wallet. This step is part of the verification process and is necessary to confirm that the customer indeed has access to and control over the wallet in question.

We fully understand that Trust Wallet does not request personal details upon creation; however, this verification step is essential to complete the account verification and enable future withdrawals in a secure manner.

Thank you for your kind understanding and cooperation.

Kind regards,

Vikingluck Casino Team

Hello, so if you are aware that Trust Wallet does not contain any information, then what exactly do you want from me?

I've uploaded a screenshot of my wallet address from the Trust Wallet app 10 times already. They've rejected it every time. It's impossible to create a screenshot that includes my wallet address, my name, and my address. It doesn't exist.

Hallo, also wenn Sie sich bewusst sind dass Trust Wallet keine Informationen enthält was genau wollen Sie dann von mir haben?

Ich habe bereits 10 mal einen Screenshot meiner Wallet Adresse aus der Trust Wallet App hochgeladen. Sie haben es jedes Mal abgelehnt. Es ist unmöglich einen Screenshot zu erstellen der meine Wallet Adresse, meinen Namen und Adresse enthält. Es existiert nicht.

I also requested my withdrawals to the same address from which I deposited.

Außerdem habe ich meine Auszahlungen auf die gleiche Adresse von welcher ich eingezahlt habe beantragt.

Dear Vikingluck Casino Team,

I'm sorry, still don't fully understand your request. As has been noted, the Trust Wallet don't need to have any profile information to be registered and used. I'm not quite sure what or how the player can provide you with the information you are asking for, as they are simply not available in the Trust Wallet.

I made the effort and double-checked the information on Trustwallet's official webpage.

Please elaborate on what (reasonable) information you need and how the player can get it.

Dear all,

Please note that the player’s account has been successfully verified.

Dear BoehserOnkel,

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Viking Luck Casino Team

Thank you for the positive response, Viking Luck Casino Team

Dear BoehserOnkel,

As per the casino team's response, your account verification has been successfully completed, and your withdrawal request will be processed shortly.

Please let me know once you receive the funds.

Dear BoehserOnkel,

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.

I have received the full amount. The complaint can be closed. Thank you for your support, Michal.

Ich habe das Geld komplett erhalten. Die Beschwerde kann geschlossen werden. Danke für die Unterstützung Michal

Dear BoehserOnkel,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

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 Centre. 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 Rate 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,

Michal

Casino Guru