Vivadice Casino - El jugador está experimentando un proceso de verificación retrasado.

Dear CasinoGuru Team,

The casino has not wanted to carry out the verification since February 9th, 2025. On February 9th, I uploaded my passport and proof of address to my player account. After I wrote an email to support, I was told that the KYC team was only available to a limited extent on the weekend. On February 11th, I wrote another email to support because nothing had happened. Since I didn't receive a response, I wrote another email on February 14th, whereupon I received a response on February 16th, saying that they were currently looking for the best possible solution for me and were waiting for the team's response, and that they would notify me as soon as there was any news.

On February 23rd I wrote to support again to see if there was any news.

On February 24, I received the answer that they were still waiting internally for the team's response.

On February 25th, my verification was rejected in my player account status without reason.

On February 26, I wrote to support again to say that I had been very patient so far and would give them another 3 days before I filed a complaint. Of course, no one responded.

Since more than 3 weeks (!!!) have passed since February 9th, I am asking for your support, as I am being deliberately kept waiting so that I cannot make my withdrawal.

Thank you for your support.

Liebes CasinoGuru Team,

Das Casino möchte die Verifizierung seit dem 09.02.25 nicht durchführen. Am 09.02. habe ich im Spielerkonto meinen Reisepass und Adressnachweis im Spielerkonto hochgeladen. Nachdem ich dem Support eine Email geschrieben habe, vertröstete man mich, dass am Wochenende das KYC Team nur eingeschränkt verfügbar ist. Am 11.02. schrieb ich dem Support wieder eine Email, weil sich nichts getan hat. Da ich keine Antwort erhalten habe, habe ich am 14.02. wieder eine Email geschrieben, woraufhin ich am 16.02. eine Antwort bekam, dass man im Moment nach der bestmöglichen Lösung für mich sucht und auf die Аntwort des Teams wartet und man mich benachrichtig sobald es Neuigkeiten gibt.

Am 23.02. schrieb ich wieder den Support an, ob es Neuigkeiten gibt.

Am 24.02. bekam ich die Antwort, dass man intern noch auf die Antwort des Teams wartet.

Am 25.02. wurde in meinen Status im Spielerkonto meine Verifizierung ohne Grund abgelehnt.

Am 26.02. schrieb ich dem Support wieder, dass ich bisher sehr geduldig war und Ihnen noch 3 Tage gebe, bevor ich eine Beschwerde lostrete. Es hat sich selbstverständlich keiner gemeldet.

Da seit dem 09.02. nun mehr als 3 Wochen (!!!) vergangen sind, bitte ich um Unterstützung, da ich hier bewusst hingehalten werde, um meine Auszahlung nicht machen zu können.

Vielen Dank für eure Unterstützung.

Dear Ds1389,

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

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

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please list which documents you submitted? Were any of the documents you provided approved?
• Could you please share with me your communication with the casino regarding the issue? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you very much for the quick response.

Question 1) No

Question 2) No

Question 3) Passport as pdf and proof of address = invoice from the internet provider. Both were rejected

I will send you the email correspondence with the casino by email.

Hallo Tomas,

vielen Dank für die schnelle Reaktion.

Frage 1) Nein

Frage 2) Nein

Frage 3) Reisepass als pdf und Adressnachweis = Rechnung vom Internetanbieter. Beides wurde abgelehnt

ich sende Ihnen den Emailverkehr mit dem Casino per Mail.

Thank you very much, Ds1389, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Ds1389,

I’m Kubo, and I will be handling your complaint from this point onward. If there have been any new updates regarding your case since the last information provided, please let me know.

Additionally, one important point you missed mentioning in your complaint is that, based on the communication with the casino you provided, it’s clear that the casino is not delaying your verification. Instead, they are actively looking for a way to help you with the withdrawal of your funds, as you registered from a restricted country.

I’d like to invite the Vivadice Casino representatives to join this discussion and provide any relevant information to help resolve the issue.

Dear Vivadice Casino,

Could you please provide detailed information on this case and an update on how it’s being handled, along with an estimated timeframe for resolution?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

thank you very much for your efforts.

I wrote that I received a response on February 16, stating that they were internally looking for the best possible option for me. This was also a month ago.

Regarding registration: Why don't they block registration in advance? I didn't use a VPN to register, nor did I specify a false country or anything like that.

Lieber Kubo,

vielen Dank für ihr Bemühen.

ich habe geschrieben, dass am 16.02. eine Antwort erfolgt ist, dass man intern nach der bestmöglichen Möglichkeit für mich sucht. Dies ist jetzt nun auch wieder 1 Monat her..

Hinsichtlich der Registrierung. Warum blockt man nicht im Vorhinein die Registrierung? Ich habe weder einen VPN für die Registrierung genutzt, noch habe ich ein falsches Land oder dergleichen angegeben.

Hi,

Sorry for the delay.

Regarding this case:

The user entered profile information indicating they are from Germany, but the documents submitted for KYC verification were a Serbian passport. Naturally, this caused a mismatch during verification, and the KYC was rejected. Additionally, our Terms & Conditions clearly state that players from Germany are not allowed to play, and our website is blocked in Germany.

The user deposited €500, played on the platform, and upon winning and attempting to withdraw, submitted documents that do not match the registered address.

As you are aware, Germany is a restricted country, so we will offer to return the user's full deposit on our platform.

I would also like to mention that I do not wish to share the user's personal information here online, such as address or other sensitive data. If Casino Guru would like to contact us directly, we will be happy to provide all the necessary evidence and clarify the situation.

I'm happy to provide you with my residence permit, which confirms that I live in Germany but am a Serbian citizen. I've also provided you with proof of my electricity bill.

I registered normally with my residential address in Germany.

I didn't provide any false information or anything like that. They accepted my registration, let me deposit, and play.

Now that I am entitled to a profit of 7,002 euros, you want to shirk your responsibility and not pay me my money.

I find it absolutely outrageous that they now only want to refund my deposits instead of my winnings.

If I had lost several thousand euros that evening, you wouldn't have cared either and you almost certainly wouldn't have paid back my loss.

This has nothing to do with fair play.

I expect you to reconsider your decision and pay me my winnings.

Ich kann Ihnen gerne mein Aufenthaltstitel zur Verfügung aus dem hervorgeht, dass ich in Deutschland lebe, jedoch serbischer Staatsbürger bin. Ebenfalls habe ich Ihnen den Nachweis der Stromrechnung zur Verfügung gestellt.

ich habe mich ganz normal mit meiner Wohnadresse in Deutschland registriert.

ich habe keinerlei falsche Daten oder dergleichen angegeben. Sie haben meine Registrierung angenommen, mich einzahlen und spielen lassen.

Jetzt wo mir ein Gewinn von 7002 Euro zusteht, wollen Sie sich aus der Verantwortung drücken und mir mein Geld nicht auszahlen.

ich empfinde das als absolute Frechheit, mir nun anstelle des Gewinns ausschließlich meine Einzahlungen zurückerstatten zu wollen.

Hätte ich an diesem Abend mehrere Tausende Euros verloren, wäre Ihnen das ebenso egal gewesen und Sie würden meinen Verlust ziemlich sicher nicht zurückzahlen.

Das hat in keinster Weise etwas mit FairPlay zu tun.

Ich erwarte von Ihnen, dass Sie Ihre Entscheidung überdenken und mir meinen Gewinn auszahlen.

Dear Vivadice Casino,

Thank you for the clarification. As you mentioned, please share the additional evidence with me via email at jakub.m@casino.guru.

I appreciate your cooperation.

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 Kubo,

For info:

Nobody has contacted me yet either.

Hi Kubo,

Zur Info:

bei mir hat sich bisher auch keiner mehr gemeldet.

Dear Ds1389,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

However, in the meantime, I recommend submitting an official complaint to the Anjouan Gaming Licensing Authority using this link. If the link does not work, you can also file a complaint through the license badge usually found in the footer of the casino’s website.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo

Dear Everyone,

I have reopened this complaint following a message from the player informing us of a positive outcome. As the issue has now been resolved, I will proceed to close the complaint accordingly.

Dear Ds1389,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo