ViperSpin Casino - La cuenta del jugador está retrasada debido a las verificaciones del proveedor.

I was told that my account is locked to do provider checks before I can start making withdrawals as I had a big win on 71k and I already had 13k sitting in my account the game was le bandit and provider was hacksaw it has been over a month and I have not got a response in over 2 weeks from the support email with plenty of emails sent from me to them

Dear Lucasclair,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with ViperSpin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Have you ever had any successful withdrawals at this casino, please?

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,

Katarina

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.

Yes I have withdrawn before and it was not with an active bonus I do not have multiple accounts.

they will not respond by support email at all

Hi Katarina,

Unfortunately in this case whilst Lucas claims he does not have multiple accounts he actually has 3 connected, and all played with the same bank card and same personal information.

Withdrawals have been previously processed on this particular account however the additional accounts were opened up after in his name, with his card, with his address and not verified. Bonuses have been used on the additional 2 accounts. All in all this does break roughly 3 of our terms and conditions from bonus abuse, to fraud, to duplicate accounts.

If you would like us to send through the screenshots etc of these duplicate accounts please let us know an email to send.

Kind regards

I would like to see this please because I don’t even have 3 email addresses

Dear Lucasclair,

thank you for your messages.

Dear ViperSpin Casino,

thank you for your message.

We take all accusations seriously. To properly investigate your claims, please provide supporting evidence by sending it to katarina.d@casino.guru.

Looking forward to your reply.

Katarina

Hi Katarina can you please ask them to send statements from my account that has where I have deposited and I will be able to send statements though to show I have not deposited into any other account but the one I have and have used the whole time as I made sure I did not break any terms or conditions

Hi Lucas,

Unfortunately we will be sharing our documentation with Katarina directly, if she chooses to send those to you that's entirely her decision.

Katarina, Viperspin has had a very busy few weeks if it's possible please allow us several days to gather all documentation and evidence in this case so I can accurately supply them to you.

Kind regards

hi Katarina just wondering if they have sent this false evidence at all as the accounts they are saying I have it not correct

Dear ViperSpin Casino,

thank you for your message.

I am awaiting your email.

Dear Lucasclair,

A comprehensive update will be provided as soon as feasible.

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 Katrina, we've definitely forwarded all information to you?

Dear ViperSpin Casino,

thank you for your message.

Unfortunately I was not able to locate your email. Could you please resend it to katarina.d@casino.guru?

all I want is my account open so I can play more. These are false accusations against me saying I have all these accounts with emails I don’t even have is ridiculous and it’s getting beyond a joke

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 Katarina

its definitely sent.

is there another email we can please use.

Dear ViperSpin Casino,

thank you for your message. I have sent you an email to support@viperspin.com.

Looking forward to your reply.

Katarina

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 team,

definitely submitted 🙂

Dear ViperSpin Casino,

have you received my email?

Kindly provide the email address you are using for this correspondence.

Looking forward to your reply,

Katarina

i have tried to email support to get this matter resolved and still received no response this has been going on since April

Hi Katarina, definitely sent as shown below.

Hello Lucasclair,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ViperSpin Casino,

I have received your email and followed up with a response.

Looking forward to your reply,

Katarina

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,

No email was received can you please resend.

kind regards

Dear ViperSpin Casino,

thank you for your message.

The email was resent.

Looking forward to your reply,

Katarina

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, we've sent three emails 🙂

Dear ViperSpin Casino,

thank you for your message.

I have looked through my inbox and was unable to locate your email. Could you please resend it? Kindly note this complaint number in a subject of the email.

Looking forward to your email.

Katarina

sorry this has been going on for 5 months I would like to know what is going on thank you.

and I have just talked to there online chat and now says my account is inactive and send an email to reopen I would like my account fully reinstated and all my winnings given back to me please

Hi Katarina,

Our Head of Security has been on extended long service leave over the past few months and has only recently returned. They’ve requested an additional 24 hours to finalise and compile their findings so we can ensure the investigation is completed thoroughly and accurately.

Dear ViperSpin Casino,

thank you for your message.

More than 24 hours have passed. I am still awaiting your email.

Could you please provide any update?

Looking forward to your reply,

Katarina

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.

They have now closed my account aswell

Dear Lucasclair,

thank you for the update.

Could you please clarify what was your account balance at the time of the account closure?

Looking forward to your reply,

Katarina

$80000

Dear Lucasclair,

I am currently in communication with the casino representative regarding this complaint outside of this platform. I will provide an update as soon as new information becomes available.

Best regards,

Katarina

Ok thank you

Dear Lucasclair,

thank you for your patience.

Once again, we have not received any response from the casino’s support team. As this has happened multiple times already, I unfortunately have no other option but to close this complaint as unresolved.

I am truly sorry, as I understand this is not the outcome you were hoping for. However, without any cooperation or communication from the casino, we are unable to continue addressing or resolving the issue, and we are therefore obligated to close the case as unresolved.

In order to reach a fair and meaningful resolution, all three parties—the player, the casino, and the mediator—must actively participate in the process. Unfortunately, this has not been the case, and despite our efforts, we were left without the necessary input from the casino to proceed.

I sincerely regret that I could not be of more help. Please note, however, that marking this complaint as unresolved will negatively impact the casino’s rating, and other players will be able to read about your experience in our review.

Should the casino decide to cooperate, they are welcome to reopen this complaint at any time.

All the best,

Katarina

We’ve reopened this complaint at the request of ViperSpin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ViperSpin Casino,

Could you please provide the dates on which the player’s accounts were created?

Additionally, we kindly request supporting evidence in the form of a screenshot or any relevant document confirming these details.

Thank you in advance for your cooperation.

My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

So what happens now ? Are you just waiting on the evidence that they send though if they would like to reach me to come to a solution I would like that aswell. Viperspin has my email address

We would like to ask the ViperSpin 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.

Thanks Katarina,

Is it possible we contact you via teams?

Dear ViperSpin Casino,

thank you for your message.

I would like to inform you that I am stepping down from my role as a Complaint Specialist and, as a result, I will no longer be handling this complaint personally.

To ensure continuity and that your case continues to be handled without interruption, the complaint has now been transferred to my colleague, Peter (peter.c@casino.guru). He will take over the mediation process from this point forward and will be responsible for reviewing the case, communicating with all involved parties, and guiding the complaint toward resolution.

Peter is fully briefed on the details and current status of the case. Please direct any future correspondence regarding this complaint to him, as he will be your primary point of contact going forward.

Thank you for your patience and understanding during this transition. I trust that your case will be in good hands and wish you a smooth continuation of the process.

Kind regards,

Katarina

Hello there,

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

I would now like to ask ViperSpin Casino for their help in resolving this complaint. You can contact me through my email, and I will provide you with my Teams address. (peter.c@casino.guru)

Thank you!

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.

I have not received any new correspondence from the casino representative. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter