ViperWin Casino - Die Auszahlung des Spielers verzögert sich aufgrund übermäßiger Dokumentanforderungen.

I have been trying to withdraw my balance since January 3rd.

It's been a nightmare. Since last week, they've been asking me to verify my account with documents like utility bills for my address, ID, a selfie with my ID, etc.

That is normal, but what is not normal is that they asked for transactions from my entire bank account. I sent them, and they were accepted, everything accepted, and when I thought they were going to pay me, they asked for a document with the payment history of my card.

I’ve contacted my bank to request it, and they told me they don’t have such a document and cannot give it to me. They said I can get a document for each transaction, but I've tried to send them and they keep asking for that non-existent document. I've tried to explain it to them, and I don't know what else to do. I have €2500 in the account waiting to be withdrawn, and they've never asked for so many documents to verify an account. I’m desperate because they are not helping. With the documents I've already sent, it should be clear that my account should be verified, yet now they refuse to accept my documents one by one.

Estoy tratando de retirar mi saldo desde el 3 de enero.

Está siendo un infierno, desde la semana pasada me están reclamando verificar la cuenta, con documentos como facturas para la direccion, dni, selfie con dni etc...

Eso es normal, pero lo que no es normal es que me pidieron las transacciones de toda mi cuenta bancaria, las envié y fueron aceptadas, todo aceptado, y cuando ya pensaba que me iban a pagar, me piden un documento con el historico de pagos de mi tarjeta.

Me he puesto en contacto con mi banco para solicitarlo, y me dicen que no tienen ese documento y no me lo pueden dar, pero que si que puedo conseguir un documento por cada transaccion, lo he tratado de enviar pero me siguen pidiendo ese documento que no existe, se lo he tratado de explicar y ya no se que mas hacer, porque tengo 2500€ en la cuenta para retirar y nunca habian pedido tantos documentos para verificarme una cuenta, estoy desesperado, y ellos no ayudan, con los documentos que les he enviado es mas que claro que mi cuenta debería estar verificada, y ahora no quieren aceptar mis documentos uno a uno.

Dear wowowa2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that the missing card bank statement seems to be the only issue here?
• Is the casino asking you to verify the payment method you used to make deposits?

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,

Kristina

Of course, I understand perfectly, but as I was saying, I have already correctly verified my address, my photo ID, my ID, a selfie with my ID and the casino website on the computer as requested, my bank account statements…

Now what they are actually asking me for is a document with all the statements, but not from my account, but from my card, which when I contacted my bank they told me that they cannot provide it to me because they do not have such a document, but that they do have it operation by operation, one by one, so I have downloaded the operations and put together all the pdfs, since it is a pdf per operation, and I have sent it but they continue to reject me, and I no longer know how to proceed.

Por supuesto, lo entiendo perfectamente, pero como le comentaba, ya he verificado correctamente mi dirección, mi identidad con fotografía, el DNI, selfie con DNI y la pagina web del casino detrás en el ordenador como pedían, los extractos de mi cuenta bancaria…

Ahora efectivamente lo que me piden es un documento con todos los extractos pero no de mi cuenta, si no de mi tarjeta, el cual poniendome en contacto con mi banco ya me han comunicado que no pueden proporcionarmelo porque no disponen de un documento así, pero que si lo tienen operación a operación, una a una, así que he descargado las operaciones y he juntado todos los pdf, ya que es un pdf por operación, y lo he enviado pero me siguen rechazando, y ya no se que como proceder.

Hello, I would like to inform you that my account has already been verified and the first payment of 5 payments of €500 has been made. I will keep you informed as soon as everything is paid.

Thank you very much for your cooperation.

Hola, me gustaría indicar que ya me han verificado la cuenta, y me han hecho el primer pago de los 5 pagos de 500€, mantendré informado según me paguen todo.

Muchas gracias por la cooperación.

Dear wowowa2, Thank you very much for the update. We will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Everything is okay, you can close in case, thank you very much

Todo okey, puedes cerrar en caso, muchas gracias

Dear wowowa2,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru