Viking Luck Casino - Die Auszahlung des Spielers verzögert sich.

Hello!

I requested a withdrawal on April 6th and 7th, 2026, and nothing has happened since. Live support keeps stalling me with standard phrases and won't give me a specific timeframe for when my withdrawal will be processed. It's very frustrating, and I don't know what to do to get my money.

Hallo!

Ich habe am 06.04.2026 und 07.04.2026 eine Auszahlung beantragt und seitdem hat sich nichts getan. Der Live Support hält mich dauernd nur mit Standard Floskeln hin und gibt mir keine konkrete Zeit wann meine Auszahlung erledigt wird. Es ist sehr frustrierend und ich weiß nicht mehr was ich machen soll um an mein Geld zu kommen.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your response. Could you please attach a screenshot of your pending withdrawal? Additionally, have you received any updates from the casino's customer support in relation to the payment?

Thank you in advance for your reply.

Hello!

Here is an excerpt from my last communication with support; unfortunately, they only respond with standard phrases and don't want to help me.

The outstanding payments:

Furthermore, they have recently blocked withdrawals, which I find very strange; if I were to cancel the withdrawal, I wouldn't be able to request a new one.

I hope you can help me finally get my money.

Hallo!

Hier der Ausschnitt der letzten Kommunikation mit dem Support, sie antworten leider nur mit Standard Floskeln und wollen mir nicht helfen.

Die ausstehenden Auszahlungen:

Außerdem haben sie seit neuestem Auszahlungen gesperrt was ich sehr komisch finde, wenn ich die Auszahlung stornieren würde könnte ich garkeine neue Auszahlung beantragen.

Ich hoffe ihr könnt mir helfen endlich zu meinem Geld zu kommen.

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, Munya (munya.s@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,

Attila

Dear davidon1997,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Viking Luck Casino to join this conversation and assist in addressing the complaint.

Dear Viking Luck Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear All,

Thank you for contacting us.

Before we can process the pending withdrawal, account verification is required. We see that the documents have been submitted, and we have asked our verification team to expedite the review so we can release the funds as soon as possible.

We will keep you updated on the status of the verificaiton and the withdrawals.

Thank you for your patience and understanding.

Best Regards,

VikingLuck Casino Team

Good day,

Yes, it's clear that a KYC check is required, but why wasn't I able to complete one from the beginning, as shown in the screenshots? Even support didn't think to inform me of this. I request that this be resolved quickly so we can fix the problem.

Best regards,

David Schnabl

Guten Tag,

ja das ist schon klar, dass eine KYC-Überprüfung erforderlich ist, aber warum war es mir von Anfang an nicht möglich eine durchzuführen wie in den Screenshots ersichtlich? Auch der Support ist nicht auf die Idee gekommen mir dies mitzuteilen. Ich bitte um rasche Erledigung damit wir das Problem lösen können.

Liebe Grüße,

David Schnabl

Dear All,

I sincerely appreciate your responses and cooperation regarding this matter. I am hopeful for a quick resolution and look forward to receiving an update soon.

Hello!

Two days have passed and the verification process is still not complete on your end!

Why is it taking so long? Verification should normally be completed within 24 hours!

Hallo!

Es sind schon wieder zwei Tage vergangen und die Verifizierung wurde eurerseits noch immer nicht abgeschlossen!

Warum dauert das so lange normalerweise muss eine Verifizierung binnen 24 Stunden abgeschlossen sein!

davidon1997

I completely understand that waiting may not be ideal for you. However, I would like to kindly bring your attention to the casino's Terms and Conditions, specifically section 5.3, which states that " ...We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification."

In light of this, I kindly request your patience as we allow the casino to complete the verification process within the specified timeframe. Please know that your complaint remains a top priority for us. I assure you that this case will be handled with fairness to ensure a just resolution. Kindly update me in case of any development. Thank you for your understanding.

Dear davidon1997,

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.

Good day,

Sorry I couldn't respond to the case in the meantime, but I'm working again now.

I would like to inform you that the money has been transferred and the matter is therefore settled.

However, I have a similar problem with 2 other casinos (BetRepublic and Malina Casino).

Should I file a new complaint for this, or can we proceed directly from here?

Best regards,

David

Guten Tag,

entschuldigen Sie ich konnte in der Zwischenzeit nicht auf den Fall antworten, jetzt geht es wieder.

Ich möchte euch mitteilen, dass das Geld überwiesen wurde und der Fall somit erledigt ist.

Jedoch habe ich bei 2 weiteren Casinos ein ähnliches Problem (BetRepublic und Malina Casino).

Soll ich dafür eine neue Beschwerde einreichen oder können wir hier gleich damit fortfahren?

Liebe Grüße,

David

davidon1997

I am pleased to hear that you have received all your funds. I will proceed to mark this complaint as resolved.

Please be aware that complaints are handled on a case-by-case basis. Therefore, I kindly advise you to file separate complaints for any issues you may have with other casinos. Thank you for your understanding.

Dear davidon1997,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru