Para retirar dinero, el casino requiere verificación de cuenta. Requieren TODAS las transacciones que he realizado durante un período de 3 a 6 meses, incluidos todos los detalles (a quién y cuánto dinero). ¿Es normal? ¿Tienen derecho a dichos datos?
Además, es desde la billetera Jeton, donde no puedes descargar un extracto o un archivo PDF, solo puedes tomar capturas de pantalla de las transferencias. Les envié varias capturas de pantalla de transferencias (sin detalles de a quién iba la transferencia) y rechazaron mi verificación varias veces por eso. ¿Qué puedo hacer para verificarme y recibir mis ganancias? 
Hello, I think this is a pretty standard document that the casino asks you to provide, so you will need to send it in to successfully verify and withdraw money.
If I understand correctly, was your document rejected because you hid certain things or because it was a screenshot ? In this case, I would cooperate with the casino to get you through the process and withdraw as soon as possible.
What do you think, will you do that too ?
Hola
No oculté ningún dato, solo que no se puede descargar un extracto en la billetera Jeton como en otros bancos. Piden algo que no se puede hacer en la billetera jeton.
Ah so the problem is in the screenshot. I assume you have already told the casino what the situation is and that it is not possible. What did they tell you? Did you also try to write to Jeton support to see if they could do something like that and send you a pdf to your email if you can't do it yourself ? Or is this not an alternative either ?
Viperwin insiste en realizar capturas de pantalla con todos los datos visibles, lo que no es posible en el sitio web de Jeton como en otros bancos.
Le escribí a Jeton y me dijeron que solo podía tomar capturas de pantalla del historial de transferencias y se las envié a viperwin.
I see, and so if you tell the casino what Jeton told you, don't they also have an alternative or an idea how you could provide the casino with something similar ?
If you don't know how to get anywhere and verify yourself and you keep running in circles, you can contact us and file a complaint.
I know that sometimes casinos insist on what you have to provide but it is not always easy, especially if it is not possible like in this case.
So feel free to let me know if you decide to take any other action. 🙂
Hi, I am also facing real issues with the Viperwin account verification process. After depositing 30 EUR and playing some Roulette I deposited 400 EUR. Now my account stands at 500 EUR. Viperwinasked meto verify my accountby uploading a copy of my passport which went well. Later I had to upload documents to prove my home address. I uploaded my home ohone bill, it was declined for no reasons. I uploaded my mobile phone bill but was rejected. I uploaded my energy bill but it was rejected. My last document was my gas invoice but it was rejected also. Always without obvious reasons. When talking to the onlinechat they only tell me send the documents again by email which I did. Their email response is "You need to upload any documents on our website". I have spoken to them by chat and email 15 times or so but they are not willing to resolve my issues.
Would it be helpful to bring my case to the attention of the local gambling authority they are licensed with?
Seeing such poor support, especially when players need to pass one of the most important steps, which the KYC undeniably is, makes me quite angry. In my eyes, failing support is the worst part, and it may ruin the whole casino experience for good.
Well, I'll try to be practical: some casinos don't accept certain utility bills, online bank statements, or cell phone invoices. I'm quite sure we all feel chat operator or support worker should explain whether this may be the issue. Frankly, I can't tell if this applies to you, and I presume you would not get a much better answer if you asked. Could you perhaps try uploading a bank statement showing your full address and name? Except for poor document quality or the wrong format, I can't think of a better alternative for all these you mentioned.
I also fear the licensing authority would not be of any use at this point. Can't say Curacao is considered very responsive, it may take ages to get vague reply. 🤷♀️
Speaking of which, for how long have you been struggling witht he KYC?
Hi,
thank you for replying. After 5 weeks of fighting and bombing them with myriads of documents to get my address proven they finally surrendered and accepted my proof of address. But they even did not send me any notice of accepting, their website just mentioning "apparently no proof of address is required" which is strange.
Anyway, lets see how it goes with withdrawals later on. Will keep you posted.
All the best.
Thank you for this positive update, as I could call it. We will wait to hear about your experience, which, hopefully, will be only good from now on.
All the best of luck.🍀
Hola tengo problemas para retirar 200 euros de viperwin aunque tengo todo en regla con documentos e identificación ¿qué debo hacer?
¿Alguien puede ayudarme?
Hello.
Do I understand correctly that your account at this casino is fully verified? When exactly have you requested the withdrawal and what kind of problem is there?
Please provide some more information regarding this so we can try to help you out.
We'll wait for your reply.
Buenos días Romi, soy Canale Luca, solicité un retiro de 200 euros el 21/08/2024. Me dijeron que el pago comenzará en tres días hábiles, pero todavía está en estado de aprobación. También me dijeron que todo está bien, no hay problemas, pero el dinero todavía está disponible en la cuenta de Viperwin. No es justo, también porque tuve algunos gastos de salud inesperados y los necesito. Gracias por su ayuda, espero que puedan.
Hello.
Do I understand correctly that your account at this casino is fully verified? When exactly have you requested the withdrawal and what kind of problem is there?
Please provide some more information regarding this so we can try to help you out.
We'll wait for your reply.
Buen día Romi, la solicitud de retiro la realicé el 21.08.2024, antes de realizar el retiro pregunté si tenía los documentos para solicitar el retiro, me respondieron que sí y el plazo sería de tres o cuatro días hábiles, ahora ya pasaron 5 días y el dinero no ha salido y el retiro sigue en fase de aprobación.
Todo ok, ya llego el dinero
I am glad that you have received your money. May I ask which withdrawal request you used?
Por transferencia bancaria
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