Viking Luck Casino - L'account del giocatore è stato sospeso.

Hi, I had a bad experience with this casino.

Last week I accumulated some nice winnings on the Hacksaw and Pragmatic slots, after a few days I requested the withdrawal of my winnings

But today unexpectedly my withdrawals were cancelled and my account was suspended.

I hope you can help me make sense of this mess, because I've already contacted them but they're currently ignoring my emails.

It's serious that they're holding my balance like this without explanation. If they no longer want me as a customer, that's their right, but they must first return my balance to me.

Thanks in advance

Salve, ho avuto una brutta esperienza con questo casino.

La scorsa settimana ho accumulato delle belle vincite sulle slot hacksaw e pragmatic, dopo qualche giorno ho richiesto il prelievo delle mie vincite

ma oggi inaspettatamente mi sono stati annullati i prelievi e il mio conto è stato sospeso.

Mi auguro che possiate aiutarmi a far ragionare questo casino, perché li ho già contattati ma al momento stanno ignorando le mie email.

E' grave che trattengano il mio saldo così senza spiegazioni, se non vogliono piu avermi come loro cliente è un loro diritto, ma devono prima restituirmi il mio saldo.

Grazie in anticipo

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Had you completed verification before you lost access to the account?
• Do I understand correctly that you had €650 (dispute value) in your casino account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

• I was not asked to verify my account first, as it was "not necessary" according to the casino
• yes I have €650 in my casino account
• My winnings were accumulated without bonuses, playing slots

Ciao Kristina,

• non mi è stata chiesta la verifica dell'account prima, in quanto "non necessaria" secondo il casino
• si ho 650€ sul conto del casino
• le mie vincite sono state accumulate senza bonus, giocando alle slot

Thank you very much for your reply, nan74. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear nan74,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino simply said that my account was closed by administrative decision, but refused to provide further details.

Il casino si è solo limitato a dire che è il mio conto è stato chiuso per decisione amministrativa, ma si rifiuta di fornire ulteriori dettagli.

Dear nan74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear nan74,

I sincerely regret to learn that your account has been blocked. Please be assured that I will reach out to the casino promptly to address this issue. Additionally, I would like to invite a representative from Viking Luck Casino to join this conversation and assist in resolving your complaint.

Dear Viking Luck Casino,

could you please clarify the reason for the player’s account blockage? We would greatly appreciate it if you could provide any relevant evidence to support your statement. You may include your response here or send it directly to my email at [email protected]. Thank you in advance for your cooperation.

Kind regards, Jana