Viking Luck Casino - Das Spielerkonto wurde ohne Angabe von Gründen gesperrt.

I would like to file a formal complaint against VikingLuck casino, due to the unjustified blocking of my account, the inability to complete the requested verification, and the total lack of response from the support team.

On November 16, 2025, I requested a withdrawal of $500 USD, as shown in the casino's confirmation email (WithdrawalRequest.pdf). Immediately after this request, my account was suspended, preventing me from logging in and, therefore, accessing the internal verification system.

After this, the casino asked me to send my documents via email, as I couldn't verify them from my blocked account (EnvioDocumentacion.pdf). I replied with all the required documents and subsequently sent several additional emails insisting on an update. However, I never received a response beyond the automated confirmation emails (IntentoRecontacto2.pdf).

For over two weeks I've been trying to get an update, without any success. The entire email conversation is shown in the file "LastContact.pdf," which clearly shows that I sent my documents repeatedly, but the casino stopped responding without any reason or explanation. I also tried contacting them via live chat on two occasions (LiveChat1.png and LiveChat2.pdf), where support told me my documents would be reviewed "as soon as possible," but I never heard back.

To this day, I have no access to my account, I don't know the actual status of my verification, and my $500 USD are still being held without any justification. I have fulfilled all the required conditions, submitting the documents through all permitted channels, but the casino simply stopped responding.

I request the intervention of Casino Guru so that:

1. VikingLuck reactivate my account or at least allow me to complete my verification.
2. Please process my $500 USD withdrawal, which is what caused this block.
3. I request a formal explanation for this situation, as I have not received any communication for over two weeks.

I remain available for any further information you may need. Thank you very much.

Quisiera presentar una queja formal contra el casino VikingLuck, debido al bloqueo injustificado de mi cuenta, la imposibilidad de completar la verificación solicitada y la falta total de respuesta por parte del equipo de soporte.

El 16 de noviembre de 2025, solicité un retiro de 500 USD, como se aprecia en el correo de confirmación del casino (SolicitudRetiro.pdf). Inmediatamente después de esta solicitud, mi cuenta fue suspendida, impidiéndome iniciar sesión y, por lo tanto, acceder al sistema interno de verificación.

Tras esto, el casino me solicitó enviar mis documentos por correo electrónico, ya que no podía verificar desde mi cuenta bloqueada (EnvioDocumentacion.pdf). Respondí con todos los documentos requeridos y posteriormente envié varios correos adicionales insistiendo en obtener una actualización. Sin embargo, nunca recibí una respuesta, más allá de los correos automáticos de recepción (IntentoRecontacto2.pdf).

Durante más de dos semanas he intentado obtener una actualización, sin éxito alguno. En el archivo "LastContact.pdf" se muestra toda la conversación por correo, donde queda en evidencia que envié mis documentos reiteradas veces, pero el casino dejó de responder sin motivo ni explicación. También intenté comunicarme a través del chat en vivo en dos oportunidades (LiveChat1.png y LiveChat2.pdf), donde el soporte me indicó que mis documentos serían revisados "a la brevedad", pero nunca recibí noticias.

Hasta el día de hoy, no tengo acceso a mi cuenta, no sé cuál es el estado real de mi verificación, y mis 500 USD siguen retenidos sin justificación alguna. He cumplido con todos los requisitos solicitados, enviando los documentos por todas las vías permitidas, pero el casino simplemente dejó de responder.

Solicito la intervención de Casino Guru para que:

1. VikingLuck reactive mi cuenta o, al menos, permita completar mi verificación.
2. Procesen mi retiro de 500 USD, que fue lo que originó este bloqueo.
3. Reciba una explicación formal por esta situación, ya que llevo más de dos semanas sin comunicación alguna.

Quedo atento a cualquier información adicional que necesiten. Muchas gracias.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear chuster30,

Thank you very much for submitting your complaint. I’m sorry to hear about the account suspension and the lack of communication you’ve been experiencing with Viking Luck Casino.

To better understand the situation and proceed with the case, could you please clarify a few additional details for us?

• Did the casino ever specify which document or verification step was still missing, or did they only send a general request for KYC documents?
• Have you received any rejection notices regarding any of the documents you submitted, or were all their responses purely automated confirmations?
• Have you ever withdrawn funds from Viking Luck Casino before, or is this your first withdrawal attempt with them?

If you have any screenshots, emails, or copies of the files mentioned, please forward everything to [email protected] so we can review the evidence in full.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

> Did the casino ever specify which document or verification step was still missing, or did they only send a general request for KYC documents?

They only sent a general request for KYC documents. That's why I sent pictures of my ID with their respective selfies.

> Have you received any rejection notices regarding any of the documents you submitted, or were all their responses purely automated confirmations?

No. Automatic to no responses. They are completely ignoring me.

> Have you ever withdrawn funds from Viking Luck Casino before, or is this your first withdrawal attempt with them?

This was my frist attempt.

Dear chuster30

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, Barbora ([email protected]). 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.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Viking Luck Casino representative to join this conversation.

Dear Viking Luck Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

The client needs to upload the following documents:

• Selfie with ID (AOS) - https://prnt.sc/M-LFGWMoNKWs
• Proof of crypto ownership showing the holder’s name
• Proof of deposits

All other previously submitted documents are accepted.

Kind Regards,

Viking Luck Team

Hello. Thanks for the answer.

Regarding Selfie with ID (AOS) - https://prnt.sc/M-LFGWMoNKWs: I don't quite understand what's the utility of the computer behind me and my ID. If you want me to login into my account, you should first unban my account:

On the other hand, you are asking for Proof of crypto ownership showing the holder’s name and Proof of deposits. I can give this, but I will need to know what address I deposited to. In other words, kindly tell me where exactly did you receive my crypto, in this way, I can check my respective wallet and show you what you are asking for.

I ask this because:

1 - I don't have access to my account anymore, so I cannot know exactly what deposits where done.

2 - I use a different Crypto Wallet for each Blockchain, so I really need to know this information.

Hopefully I get a quicker answer.

Thanks.