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the casino does not answer my emails, the chat always tells me tomorrow and I can't get a response for such a delay, the rules talk about 8 days. here we are almost 2 months from the first request. I would like to have a response to this delay at least an email and the reason.

il casino non mi risponde alle mail , la chat mi dice sempre domani e non riesco ad avere risposta per un ritardo del genere , il regolamento parla di 8 giorni . qua siamo a 2 mesi quasi dalla prima richiesta .Vorrei avere una risposta a questo ritardo almeno un mail e il motivo.

Dear alexdelp74,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support?
• Is it possible for you to check the status of the withdrawal request?
• Could you please share with me your recent communication with the casino discussing the delay of your payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello to answer your questions, I have never made other withdrawals with this site. After 10 days I was verified KYC, an odyssey. I made a deposit of 25 euros with a 300% bonus. I have been contacting the casino every day for 2 months. For the rest I expect an email so I can explain the whole path that brought me to today since there are only 500 characters and attach the chats.

Salve per rispondere alle tue domande , non homai fatto altri prelievi con questo sito. Dopo 10 giorni sono stato verificato KYC , un odissea. ho fatto un deposito di 25 euro con un bonus del 300% . Ogni giorno contatto il casino da 2 mesi . Per il resto timando una mail in modo da poterti spiegare tutto il percorso che mi ha portato ad oggi visto che ci sono solo 500 caratteri e allegare le chat .

I sent you an email with the whole story and attachments, chat and situation. Can you let me know if you received the email? Thanks

ti ho mandato una mail con tutta la storia e gli allegati, chat e situazione .Mi fai sapere se ti e' arrivata la mail? Grazie

Hi Tomas, I received a notification as if you did not receive the emails I sent you and since you did not give me feedback as requested if the emails did arrive I am sending you 2 attachments. I kindly ask you to tell me if you received the emails I sent you on May 21 and 22 because I received a notification as if your email was full. Can you give me feedback? Thanks

Salve Tomas , mi e' arrivata notifica come se non ti siano arrivate le mail che ti ho mandato e siccome non mi hai dato riscontro come richiesto se le mail ti sono arrivate ti sto mandando 2 allegati . Ti chiedo cortesemente di dirmi se ti sono arrivate le mail che ti ho inviato il 21 e 22 maggio perche'mi e' arrivata notifica come se tu avessi la mail piena. Mi dai un riscontro Grazie

Thanks for your patience.

I apologize for not replying sooner.

I unfortunately didn't receive any emails from you, while I keep receiving emails from other players normally. Could you please share the information using a Gmail.com or other mainstream email service? Use the complaint ID number as the subject line.

I apologize for the inconvenience.

Hi Tomas, I'll send you the emails with another provider, let's see if they arrive anyway I wrote to you, sent you screenshots and answered mostly what you asked me in this chat. Do you have any news or have you had any contact with the site? Thanks

Salve Tomas , ti rimando le mail con un altro provider , vediamo se arrivano cmq ti ho scritto , inviato screen e risposto in gran parte a quello che mi hai chiesto in questa chat . Hai qualche novità o hai avuto contatti con il sito ? Grazie

Thank you very much, alexdelp74, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you alexdelp74 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ViciWin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thanks Peter, I hope you can solve this rather frustrating issue soon. I don't understand the incredible delay, nor the reason and above all their not responding to the many emails asking for an explanation. I await good news. Greetings

Grazie Peter , spero che riusciate presto a risolvere la questione abbastanza frustrante. Non capisco ne il ritardo incredibile, ne il motivo e soprattutto il loro non rispondere alle tante mail per avere una spiegazione .Attendo buone notizie.Saluti

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.

Hello, I would like to update you on the status of the withdrawal that changed after almost 3 months from pending to accepted, even though I have not seen the money yet. I hope this is the right time. I am sending you the screens. Greetings

Salve vorrei aggiornarvi sullo stato del prelievo che e' cambiato dopo quasi 3 mesi da pendente a accettato , anche se io i soldi non li ho ancora visti. Spero sia la volta buona. Vi invio gli screen.Saluti

Dear alexdelp74, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi, even though they wrote accepted, I have not had any confirmation email and no credit on my account. I have been waiting for the money for 3 months. Have you managed to talk to us and do you understand why they have not paid me yet? I am waiting for a response. Best regards

Salve nonostante abbiano scrittto accettato non ho avuto nessuna mail di conferma e nessun acccredito sul conto . Continuo ad attender i soldi da 3 mesi. Voi siete riusciti a parlarci e capite perche' non mi hanno ancora pagato ?attendo un riscontro saluti

Dear alexdelp74, unfortunately, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of alexdelp74. We received the following message:

Salve volevo informarvi che dopo quotidiane richieste in chat sono riuscito a farmi pagare a distanza di 3 mesi e mezzo . Ieri sono stati accreditati i soldi .Saluti

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter