Vivadice Casino - Se ha retrasado el pago de las ganancias del jugador.

Good day!

I came across this casino and decided to play.

I made several deposits, finally on the fourth deposit I got lucky and won 750 dollars

After that, I played a little more and decided to withdraw my winnings, went through the standard verification procedure, without which it is not possible to make a withdrawal, deposited part of 300, and later another 400, it was 01.03.

Since then I haven't received anything, the chat on the website doesn't work, they don't answer my emails! And a few days ago, the ability to withdraw funds from my country disappeared altogether, transactions and money are still pending processing!

I hope for your help.

Доброго дня!

натрапила на це казино, вирішила пограти

зробила декілька депозитів, нарешті на четвертому депозиті мені пощастило і я виграла 750доларів

Після чого ще трохи пограла і вирішила вивести виграш, пройшла стандартну процедуру верифікації без якої оформити виведення не можливо, поставила частину 300, а пізніше ще 400 це було 01.03

З того часу не отримала нічого, чат на сайті не працює, на пошту не відповідають! а декілька днів тому взагалі зникла можливість виводити кошти з моєї країни, транзакції і гроші все ще висять в опрацюванні!

Надіюсь на вашу допомогу

Dear Taramka,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Taramka,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I didn't get it.

The casino is not getting in touch and is not helping in any way!!

I hope for your help.

Ні, не отримала.

Казино на зв'язок не виходить і ніяк цьому не сприяє!!

надіюсь на вашу допомогу.

Thank you Taramka for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Greetings!

This is my brother, he actually recommended registering on your site because he had a positive experience!

You just listed providers, some of the most popular in the world, it's no wonder they are popular (I think they will be 50% of users on your site)

In one geolocation, again quite relatively, Kyiv is the capital of Ukraine, 4 million people live there!!

I would like to emphasize that I played alone and no one else participated in the gameplay except me!!

As for the wallet, I don't know what problems you have there or if this is just an assumption

but this is my own wallet

Привіт!

так це мій брат, він власне і порекомендував зареєструватись на вашому сайті, тому що мав позитивний досвід!

Ви просто перечислили провайдерів, одних з самих популярних у всьому світі, не дивно, що вони схохі(я думаю що вони будуть в 50%юзерів на вашому сайті)

У одній геолокації, знову доволі відносно Київ це столиця України там проживає 4мільйона людей!!

прошу наголосити, що грала я самостійно і ніхто не брав участі більше крім мене в ігровому процесі!!

що до гаманця, то я не знаю які у вас там неполадки чи це просто припущення

але це мій власний гаманець

And in general, I wanted to ask

not to disclose personal information in public space

І взагалі, хотіла попросити

не розголошувати особисту інформацію в публічному просторі

I made a deposit from the exchange, not from my wallet!

Я робила депозит з біржі, а не з гаманця!

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, sorry for the delay — we’re currently in the process of migrating to another platform.

You may have received a newsletter regarding this.

As a result, all pending withdrawals on our platform have been approved and sent to users.

Please confirm that the funds have been received on your end :)

Apologies for the wait and any confusion caused.

Thank you!

Thank you, Casino Guru!

Problem solved, money received.

The case can be closed.

Дякую, Казино Гуру!

Проблема вирішена, гроші отримані.

Справу можна закривати.

What great news, guys!

Thank you, Taramka, for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you very much, Vivadice Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru