ViperSpin Casino - Das Spielerkonto wird geschlossen und die Gewinne verzögern sich.

Played on viper spin without being verified. Took my money no problems. I won 70k on sweet bonanza 1000 and when I done the verification process the next day I was locked out of my account. Sent a email to support which replied a couple of times saying it’s disabled to review the win which would take around 10 days. It has been over two weeks now and I have sent about a dozen emails and haven’t had one response from their support system in regards to my matter since the 29th of April. Live chat responds but keep telling me to patiently wait. They say there support will get back within two hours but for me this is not the case.

Dear rg7fdgq5xv,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ViperSpin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification recently or in the past?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Tomas, I achieved my winnings on sweet bonanza 1000 and got a 77k win from a free spins bonus. I don’t believe I won this through the help of a bonus. I have been emailing their live chat everyday in regards to not getting communications back from their support and all they keep telling me is to email them and they will reply. My last response from them was the 29th of April. I haven’t been verified with them before. After winning the 70k I sent my documents in for verification then woke up to a Locked account the next morning.

Thank you very much, rg7fdgq5xv, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, rg7fdgq5xv!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi Pavel,

Sorry for our delayed response I have been talking to some of our senior management.

We will need to request some additional time roughly 7 days further to gather some final information to be able to submit this case accurately to you.

Unfortunately in this instance quite a few of our terms were broken however we would like to submit everything as detailed as possible. If we can submit it before 7 days we definitely will.

Im not sure how I’ve broken some of their terms and why it’s taking over a month to gather all this information and now requesting an extra 7 days.

rg7fdgq5xv, well, it has been only a week since we have invited the casino to explain the situation, so I must give them 7 more days, as it would be the standard procedure anyway. Regarding why they would need more time, sometimes, casinos need to get information from payment or game providers or other departments which takes time. I hope for your understanding and thank you for your patience.

Viper Spin, you have 7 more days, we will be waiting patiently!

Hi Rhys, and Pavel.

Thanks for allowing us the time to reply with the information.

Rhys, as of today the 4/06/2025 we can note the following and will supply the evidence to Guru Casino:

• You have 4 player accounts throughout the years of 2024-2025
• Your accounts are connected via password, first and last name so please note this can't be mistaken
• In such cases, 2 of these accounts have been played (deposited under $2,000 on each)
• The other 2 you have asked live chat for free spins without depositing to which they rejected

In these types of instances, when you are depositing small amounts duplicate accounts can go unnoticed. Unfortunately our casino technology isn't the most amazing and perhaps a little outdated for the way we can notice duplicate accounts and fraudulent players.

Pavel if you would like the above sent to your email please do let us know for further transparency.

The funds were removed due to duplication of accounts, bonus fraud, fraud in general as you've also entered a different last name on one of these accounts in order to 'get around' our system.

You can view our terms and conditions on the footer of Viperspin at any time, no further action will be taken on our behalf except liaising with the documents Pavel will get.

Thank you

I only have two emails so I don’t know how I could have had multiple accounts. I believe this is false can you show me emails linked to the emails "4 accounts".

i have never asked live chat for bonus spins can you show me a transcript of me saying this? .

since the 29th of April I have made multiple attempts to contact you guys and even through live chat and never got a response from

you until I went to casino guru for help.

All these accusations are false that you have brought forward.

Hey Viper Spin Casino, please, send proof to my e-mail: pavel.k@casino.guru.

Hi Pavel. Just confirming you have received our email?

Hello,

no, I have not, unfortunately. Please, send it once more, check if you have accidentally put the dot at the end of my address (that has already happened couple of times), and let me know here when you do so!

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.

Hi Pavel,

An error on our part Rhys was entirely reinstated with his balance + account as of four days ago.

Thank you for letting us know!

rg7fdgq5xv, can you confirm what the casino mentioned above?

Hi Pavel.

Yes I can confirm. I have emailed you the message I had received from the casino in regards to the error.

I am sorry, I have missed the message. Have you already withdrawn your funds or are you going to continue playing with them?

Dear rg7fdgq5xv,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru