VikingSpin Casino - A retirada do jogador está pendente e o depósito não foi creditado.

My initial deposit has not been credited to my account, even though the system has already deducted the money from my bank account.

The withdrawal is not possible.

The withdrawal function is not working, I have 415 Euros in my account and the withdrawal is still "pending".

The customer service isn't responding to any of my emails, but they keep sending me newsletters. 

Meine erste Einzahlung wurde meinem Konto nicht gutgeschrieben, aber das System bucht mein Geld bereits von meinem Bankkonto ab

Auszahlung ist nicht möglich

Die Auszahlungsfunktion funktioniert nicht ich habe 415 Euro auf meinem Konto und die Auszahlung ist immer noch "Pending"

Der Kundenservice antwortet überhaupt nicht auf meine E-Mails, schickt mir aber weiterhin Newsletter. 

Dear maxbravo2524,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please provide more information regarding your casino deposits? How many deposits did you make and when exactly were they made? Based on the screenshot you provided, it seems that there are seven deposits of €20 marked as "prepared" and one deposit marked as "OK". Does it mean that you tried depositing to the casino eight times in total, trying different payment methods?

Did you accumulate your winnings from the successful €20 deposit or did you use any free spins or no-deposit bonuses?

Could you please advise if you passed the full KYC verification?

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

Dear Ms. Veronika,

thank you for your support. Yes, I tried to deposit several times. Before I deposited with my credit card, I transferred 20 euros from my bank account, but these 20 euros were not credited to my Vikingspin account and the money was already taken from my bank account. I made my 2nd deposit of 20 euros with my credit card and the status was "OK".

I did not use any free spins or bonuses. I submitted KYC verification before March 13, 2024, but nothing had happened under my gaming account, but "Today" I saw a message: Documents uploaded. We are checking your documents.

I don't understand at all when I found this website about forum/website which posted about casino review, after that he does something.

I hope I get my money quickly.

Best regards.

Max

Lieber Frau Veronika, 

vielen Dank für Ihre Unterstützung. Ja, ich habe mehr Mals versucht einzuzahlen. Vor ich mit meiner Kreditkarte eingezahlt habe, habe ich 20 Euro von meinem Bankkonto überwiesen, aber diese 20 Euro hat nicht auf meinem Vikingspin-Konto gutgeschrieben und das Geld hat von meinem Bankkonto schon genommen. Meine 2. Einzahlung habe ich mit meiner Kreditkarte von 20 Euro eingezahlt und die Status war "OK". 

Freispiel oder Boni habe ich nicht genutzt. KYC-Überprüfung habe ich vor 13.03.2024 eingereicht, aber unter meinem Spiel-Konto war gar nicht passiert, aber "Heute" habe ich eine Meldung gesehen: Documents uploaded. We are checking your documents.

Ich verstehe überhaupt nicht, wenn ich diese Website über Forum/Website, die über Casino Bewertung gepostet habe, danach er tut etwas.

I hoffe, dass ich mein Geld schnell erhalte.

Viele Grüße.

Max

Have any of your "prepared" deposits reached your casino account?

Could you please inform me if the casino approved any of the documents you sent for verification?

The "prepared" deposits have not yet arrived in my account, but I can tell you that these deposits failed. What is important, the status with "OK" means that my deposit is successful.

My documents are still being reviewed and have not been accepted yet. So, nothing is happening at the moment.

Die "vorbereiteten" Einzahlungen ist noch nicht auf meinem Konto eingegangen, aber ich kann Ihnen sagen, dass diese Einzahlungen fehlgeschlagen. Was wichtig ist, die Status mit "OK" bedeutet das meine Einzahlung erfolgreich ist.

Die Prüfung meiner Dokumente ist immer noch in der Bearbeitung und noch nicht akzeptiert. Also, im Moment passiert gar nichts.

Thank you very much, maxbravo2524, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you maxbravo2524 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VikingSpin Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curaçao Interactive Licensing (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter