Viking Luck Casino - Das Spielerkonto wurde geschlossen und die Auszahlung rückgängig gemacht.

The casino blocked my account and reversed my withdrawal on March 23rd. I tried contacting them several times to understand the reason behind their decision, but they sent me a generic response stating that their terms and conditions had been violated.

Since I'm sure I didn't violate any rules, I asked them to indicate which terms and conditions I violated, but I never received a response.

I am asking the casino to refund my balance earned from playing slots.

Il casino ha bloccato il mio conto e annullato il mio prelievo il 23 Marzo. Ho provato varie volte a contattarli per capire la ragione dietro la loro decisione, loro mi hanno inviato una risposta generica in cui indicano che siano stati violati i loro termini e condizioni.

Dato che sono sicura di non aver violato nessuna regola, ho chiesto loro di indicare quali termini e condizioni io abbia violato, ma non ho mai ricevuto risposta.

Chiedo al casino di rimborsare il mio saldo regolarmente ottenuto giocando alle slot.

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Hello,

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

• Which slot games did you play before your account was blocked?
• Did you accumulate your winnings with or without a bonus?
• Did you pass the full KYC verification or at least submit any identity documents to the casino for verification before your account was blocked?

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

HI,

• I played hacksaw and pragmatic
• I accumulated the winnings mainly without bonuses
• The casino didn't ask me for any documents, they just blocked my account without asking any questions.

Ciao,

• ho giocato alle hacksaw e pragmatic
• ho accumulato le vincite principalmente senza bonus
• il casino non mi ha chiesto nessun documento, mi ha bloccato il conto e basta senza fare domande

Hello rag774,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear rag774,

I have reviewed your complaint history and noticed that you already submitted a complaint regarding the same issue with the same casino a few months ago.

Please note that according to our policy, we publish each complaint only once. Your previous complaint was rejected because we received evidence from the casino that you had created multiple accounts, used a delaying-rounds strategy while playing with a bonus, and engaged in sports bonus abuse.

Please refrain from submitting the same complaint multiple times.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards

Veronika