Viking Luck Casino - Акаунтът на играча е блокиран без обяснение.

I would like to file a formal complaint against VikingLuck casino, due to the unjustified blocking of my account, the inability to complete the requested verification, and the total lack of response from the support team.

On November 16, 2025, I requested a withdrawal of $500 USD, as shown in the casino's confirmation email (WithdrawalRequest.pdf). Immediately after this request, my account was suspended, preventing me from logging in and, therefore, accessing the internal verification system.

After this, the casino asked me to send my documents via email, as I couldn't verify them from my blocked account (EnvioDocumentacion.pdf). I replied with all the required documents and subsequently sent several additional emails insisting on an update. However, I never received a response beyond the automated confirmation emails (IntentoRecontacto2.pdf).

For over two weeks I've been trying to get an update, without any success. The entire email conversation is shown in the file "LastContact.pdf," which clearly shows that I sent my documents repeatedly, but the casino stopped responding without any reason or explanation. I also tried contacting them via live chat on two occasions (LiveChat1.png and LiveChat2.pdf), where support told me my documents would be reviewed "as soon as possible," but I never heard back.

To this day, I have no access to my account, I don't know the actual status of my verification, and my $500 USD are still being held without any justification. I have fulfilled all the required conditions, submitting the documents through all permitted channels, but the casino simply stopped responding.

I request the intervention of Casino Guru so that:

1. VikingLuck reactivate my account or at least allow me to complete my verification.
2. Please process my $500 USD withdrawal, which is what caused this block.
3. I request a formal explanation for this situation, as I have not received any communication for over two weeks.

I remain available for any further information you may need. Thank you very much.

Quisiera presentar una queja formal contra el casino VikingLuck, debido al bloqueo injustificado de mi cuenta, la imposibilidad de completar la verificación solicitada y la falta total de respuesta por parte del equipo de soporte.

El 16 de noviembre de 2025, solicité un retiro de 500 USD, como se aprecia en el correo de confirmación del casino (SolicitudRetiro.pdf). Inmediatamente después de esta solicitud, mi cuenta fue suspendida, impidiéndome iniciar sesión y, por lo tanto, acceder al sistema interno de verificación.

Tras esto, el casino me solicitó enviar mis documentos por correo electrónico, ya que no podía verificar desde mi cuenta bloqueada (EnvioDocumentacion.pdf). Respondí con todos los documentos requeridos y posteriormente envié varios correos adicionales insistiendo en obtener una actualización. Sin embargo, nunca recibí una respuesta, más allá de los correos automáticos de recepción (IntentoRecontacto2.pdf).

Durante más de dos semanas he intentado obtener una actualización, sin éxito alguno. En el archivo "LastContact.pdf" se muestra toda la conversación por correo, donde queda en evidencia que envié mis documentos reiteradas veces, pero el casino dejó de responder sin motivo ni explicación. También intenté comunicarme a través del chat en vivo en dos oportunidades (LiveChat1.png y LiveChat2.pdf), donde el soporte me indicó que mis documentos serían revisados "a la brevedad", pero nunca recibí noticias.

Hasta el día de hoy, no tengo acceso a mi cuenta, no sé cuál es el estado real de mi verificación, y mis 500 USD siguen retenidos sin justificación alguna. He cumplido con todos los requisitos solicitados, enviando los documentos por todas las vías permitidas, pero el casino simplemente dejó de responder.

Solicito la intervención de Casino Guru para que:

1. VikingLuck reactive mi cuenta o, al menos, permita completar mi verificación.
2. Procesen mi retiro de 500 USD, que fue lo que originó este bloqueo.
3. Reciba una explicación formal por esta situación, ya que llevo más de dos semanas sin comunicación alguna.

Quedo atento a cualquier información adicional que necesiten. Muchas gracias.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear chuster30,

Thank you very much for submitting your complaint. I’m sorry to hear about the account suspension and the lack of communication you’ve been experiencing with Viking Luck Casino.

To better understand the situation and proceed with the case, could you please clarify a few additional details for us?

• Did the casino ever specify which document or verification step was still missing, or did they only send a general request for KYC documents?
• Have you received any rejection notices regarding any of the documents you submitted, or were all their responses purely automated confirmations?
• Have you ever withdrawn funds from Viking Luck Casino before, or is this your first withdrawal attempt with them?

If you have any screenshots, emails, or copies of the files mentioned, please forward everything to [email protected] so we can review the evidence in full.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

> Did the casino ever specify which document or verification step was still missing, or did they only send a general request for KYC documents?

They only sent a general request for KYC documents. That's why I sent pictures of my ID with their respective selfies.

> Have you received any rejection notices regarding any of the documents you submitted, or were all their responses purely automated confirmations?

No. Automatic to no responses. They are completely ignoring me.

> Have you ever withdrawn funds from Viking Luck Casino before, or is this your first withdrawal attempt with them?

This was my frist attempt.

Dear chuster30

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, Barbora ([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.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Viking Luck Casino representative to join this conversation.

Dear Viking Luck Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

The client needs to upload the following documents:

• Selfie with ID (AOS) - https://prnt.sc/M-LFGWMoNKWs
• Proof of crypto ownership showing the holder’s name
• Proof of deposits

All other previously submitted documents are accepted.

Kind Regards,

Viking Luck Team

Hello. Thanks for the answer.

Regarding Selfie with ID (AOS) - https://prnt.sc/M-LFGWMoNKWs: I don't quite understand what's the utility of the computer behind me and my ID. If you want me to login into my account, you should first unban my account:

On the other hand, you are asking for Proof of crypto ownership showing the holder’s name and Proof of deposits. I can give this, but I will need to know what address I deposited to. In other words, kindly tell me where exactly did you receive my crypto, in this way, I can check my respective wallet and show you what you are asking for.

I ask this because:

1 - I don't have access to my account anymore, so I cannot know exactly what deposits where done.

2 - I use a different Crypto Wallet for each Blockchain, so I really need to know this information.

Hopefully I get a quicker answer.

Thanks.

Dear chuster30,

We have emailed you the steps to proceed.

Please upload all relevant documents directly to that email.

Kind Regards,

Viking Luck Team

Dear parties,

Thank you both for your continued cooperation and for keeping the communication active.

It seems that progress is being made, and I appreciate the efforts from both sides to clarify the remaining requirements. Please keep me updated on the next steps and any developments, especially once the player receives the requested information and submits the documents.

If any additional assistance is needed from my side, I will be here to help facilitate the resolution.

Thank you again, and I look forward to the next update.

Hello, Barbora, how are you.

They asked for a selfie of myself, holding my ID, and VikingLuck's website in my PC, I already sent that.

However, they are asking for my crypto deposit proof. I have told them that in order to give them that, I need to know what address I deposited to, this way, I can go through all my transactions and show them the one that was made to the casino.

I've told them this 21 hours ago, so I'm currently waiting for that information in order to continue with the verification process.

Dear player,

Thank you very much for the update.

Please keep us informed if you receive any response from the casino or if there are any developments on your side. Feel free to share them here so we can continue assisting you.

They are not answering. It's been 6 days since I sent them my selfie.

It looks like there is no intention from the casino to verify my account.

Dear Viking Luck Casino,

It has been 6 days since the player submitted the requested selfie and we haven’t received any update.

Please clarify the next steps and provide the crypto deposit information so the verification can continue. We invite you to communicate with us to resolve this matter.

Dear chuster30,

Thank you for your patience. Proof of deposits and crypto ownership are still required to complete your verification process.

Regarding your request for specific wallet addresses used for your transactions, we have consulted the relevant department and must inform you of the following:

Restricted Payment Data: For security and privacy reasons, specific "paydata" (full wallet addresses) is not visible on our end. Therefore, we are unable to provide the specific address you used for your deposits.

Transaction Hint: To assist you in your search, our records show that you made a total of four (4) deposits to the platform.

We recommend checking the transaction history of your various wallets for these four specific transfers to provide the necessary proof of ownership.

Kind regards,

Viking Luck Team

You want me to show you proof on how I deposited to your wallet, but you don't even tell me your wallet.

At leas tell me the amounts, or the dates. Then I can start looking.

It's impossible to work with a casino like this if you take more than a week to answer and your requests lack information.

Kindly provide some more information for me to send you what you want.

Thanks.

Dear Viking Luck Casino Team,

Thank you for your response.

At this stage, the verification process cannot proceed because the player is unable to identify the relevant crypto deposits. As the account is blocked and the player uses multiple wallets, requesting proof of deposits without providing any identifying details (such as deposit dates, amounts, or blockchain used) creates a procedural deadlock.

While we understand that full wallet addresses may not be shareable, the casino should be able to provide at least partial transaction details to allow the player to locate the correct deposits and submit the required proof.

The player has already cooperated by submitting identity documents and has expressed willingness to complete verification. We kindly ask the casino to provide sufficient information so the case can move forward.

Dear Casino Guru,

Unfortunately, this is not possible because the transaction was made using cryptocurrency using trust wallet which does not show data, and therefore the payment details are not visible to us.

Kind Regards

Viking Luck Team

Dear Viking Luck Team,

Thank you for your response. We understand that you cannot access the player’s Trust Wallet and therefore cannot see the deposits directly.

However, the verification process cannot proceed unless the player knows which transactions correspond to your records. We kindly ask that you provide any internal deposit information you have that does not compromise security or wallet privacy, including details visible from the player’s account on your platform.

For example, even without full wallet addresses, providing approximate deposit amounts, dates, or blockchain used would be sufficient. For instance: "Deposit 1 was $100 on Nov 2, deposit 2 was $150 on Nov 5, all on Ethereum". This would allow the player to locate the relevant transactions in their own wallet and submit proof of ownership.

Please note that the player has already submitted all identity documents and is fully willing to complete the verification process. Providing these minimal details is essential to move forward with account verification and withdrawal processing.

Thank you for your cooperation.

Dear Casino Guru,

The player successfully completed four payments via USDT (ERC20) on the following dates: 02.11, 31.10, 19.10, and 18.10.

We believe these details provide sufficient information for the player to trace the transactions within their own wallet or exchange.

We have shared all available data on our end, the player will need to check their wallet for further assistance, as we cannot offer further intervention.

Kind Regards,

Viking Luck Team

Hello Barbora and VikingLuck team. I want to thank you both for helping, and providing the necessary data.

After a review on my wallet, I have effectively found the transactions.

I have just sent an email to VikingLuck VIP & KYC Team, and added Barbora as CC. Kindly note, that since in my screen recording I forgot about the 18.10 deposit, I replied to the original email adding a screenshot of that one deposit

I will be here providing any other of required KYC info.

Thanks.

Dear chuster30,

Thank you very much for the update and for confirming that you were able to locate the relevant transactions and submit the requested proof to the casino.

We appreciate your cooperation and proactive approach in completing the remaining KYC requirements. At this stage, we will wait for Viking Luck Casino to review the newly submitted documents and provide an update on the verification status and withdrawal processing.

Please keep this thread informed once you receive any response from the casino, or if further assistance is required from our side. We will continue monitoring the case closely to ensure it moves forward.

Dear Chuster30,

To proceed with your verification, we require additional documentation regarding your recent transactions.

Please provide the following:

Proof of Deposits: Full confirmation for all 4 deposits made to your account.

Proof of Crypto Ownership: Documentation or a screenshot from your wallet/exchange showing the ownership of the crypto used.

This must clearly show the account holder's name to verify it matches your registered details.

Once these documents are uploaded and reviewed, we will be able to move forward with your request.

Kind Regards,

Viking Luck Team

> Proof of Deposits: Full confirmation for all 4 deposits made to your account.

What do you mean by "Full Confirmation", I've even sent a screen recording of MY wallet. Kindly be more specific.

> Proof of Crypto Ownership: Documentation or a screenshot from your wallet/exchange showing the ownership of the crypto used.

I've just sent the email, I added Barbora and the VikingLuck team as recepient.

Dear chuster30,

Thank you for your email and for sending the additional documents to Viking Luck Casino while including us in the correspondence. We appreciate your diligence and patience.

We will now wait for the casino to review the submitted information and provide a response regarding the "full confirmation" for the deposits and the next steps for verification.

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.

Thanks Barbora, sadly this casino has been like this from the very beggining. They never answered to my messages, even when I created a complaint in CasinoGuru.

Hopefully you can mark this casino as a scam if they fail to give me my money.

Dear VikingLuck Casino Team,

We are still awaiting your response regarding the documents submitted by the player and clarification of the remaining verification requirements.

Please note that if the casino does not react and provide an update within the given timeframe, we will be forced to close this complaint as unresolved. This outcome may negatively affect the casino’s overall rating on Casino Guru.

We strongly encourage you to cooperate and communicate clearly so this matter can be resolved fairly and without further delay.

Thank you for your understanding.

Dear Casino Guru,

The processing of this case was slightly delayed as the customer submitted their response via chat rather than replying directly to our email.

We have since sent follow-up instructions to ensure the correct procedure is followed.

To proceed, the client must upload proof for all four (4) deposits, along with ownership verification for the crypto source clearly displaying the account holder’s name, to our email sent to him.

Kind Regards,

Viking Luck Team

Dear Viking Luck Casino Team,

Thank you for your response and clarification.

At this stage, the core issue remains the lack of specificity regarding the requested documentation. The player has already submitted wallet screen recordings and screenshots showing the relevant transactions and ownership, yet it is still unclear what is considered insufficient.

To move this case forward efficiently, we kindly ask you to clearly define what you mean by "full confirmation" of deposits. Please specify the exact format or elements required (for example: transaction IDs, blockchain explorer links, confirmation emails, or screenshots from a specific interface).

Additionally, please confirm whether the documents already submitted by the player are partially acceptable, or if they must be resubmitted in a different form.

Clear and concrete instructions are necessary for the player to comply and for the verification process to be completed without further delays.

We appreciate your cooperation and look forward to your clarification.

Dear Casino Guru,

We need the following:

Proof of Ownership: We need a screenshot from players crypto app (like Coinbase or Binance) that shows his name and his wallet address on the same screen. This proves the account belongs to him.

Proof of Deposit: We need a statement of the specific transaction where he sent money to us. It should show the date and amount.

Kind Regards,

Viking Luck Team

Dear Viking Luck Casino Team,

Thank you for clarifying your request.

We would like to inform you that the player used Trust Wallet, which is a non-custodial cryptocurrency wallet. Unlike platforms such as Coinbase or Binance, Trust Wallet does not store or display verified personal identity data and therefore cannot show the account holder’s name together with the wallet address.

For this reason, the requested "name + wallet address on the same screen" is not technically possible in this case.

However, the player can provide the following documentation, which represents the standard and maximum proof available for a Trust Wallet deposit:

• Proof of ownership: screenshots or a screen recording from Trust Wallet clearly showing the wallet address and control of the wallet
• Proof of deposit: transaction details for each deposit showing the date, amount, and transaction ID, along with the corresponding public blockchain explorer links

We kindly ask you to confirm whether this documentation will be accepted so the verification process can be completed without further delay.

Thank you for your cooperation.

Hello Barbora, thanks for being helpful, really.

Just wanted to clarify that I have sent what you mentioned: "Proof of ownership: screenshots [...]" and "Proof of deposit: transaction [...]"

If I am not wrong, when I sent this info to VikingLuck, I added you as CC.

Thanks!

Dear Casino Guru,

We have forwarded the customer’s video recording to the relevant department for review.

We will provide you with an update as soon as we receive their feedback.

Kind Regards,

Viking Luck Team

Dear Viking Luck Team,

Thank you for the update and for forwarding the player’s video recording to the relevant department for review.

We appreciate your cooperation. We will await your feedback once the assessment is completed.

Please keep us informed of any developments regarding the verification and withdrawal status.

Dear Casino Guru,

We have contacted the relevant department and requested for a faster response as we are still waiting.

We will provide you with an update as soon as we receive their feedback.

Kind Regards,

Viking Luck Team

Do we have any news? This process is never ending...

Dear Viking Luck Casino Team,

Could you please provide an update regarding this case?

We understand that internal reviews may take time; however, the verification process has been ongoing for an extended period, and a status update would be highly appreciated.

Thank you in advance for your cooperation.

Dear Casino Guru,

We are still awaiting an update on this matter. As soon as we receive further information, we will notify you immediately.

Kind Regards,

Viking Luck Team

More than 3 weeks and no news. This is pathetic. I think we know how this ends.

Dear chuster30,

Thank you for your message. We understand the delay is frustrating. At this moment, we are still awaiting the casino’s update regarding the review of the documents you submitted.

We kindly ask for a little more patience while we wait for their response.

Dear Casino Guru,

Thank you for your patience.

We received a reply regarding the player's account, we require the following documentation to proceed:

Clear screenshots of all four (4) deposit transactions (video files are not accepted).

Official Proof of Ownership for the account/card used for these transactions.

Kind Regards,

Viking Luck Team

Are you kidding me? I've already sent this like twice.

Dear chuster30,

Thank you for your message. I understand your frustration, especially considering that you have already submitted the requested documents multiple times during this verification process.

Dear Viking Luck Casino Team,

The player indicates that the requested screenshots of the deposit transactions have already been provided previously as part of the materials sent via email. Could you please confirm whether these screenshots were reviewed and specify exactly which documents, if any, are still missing or insufficient?

Please note that this complaint has been open for approximately three months, and the player has been cooperating throughout the entire process. Therefore, we would kindly ask for clear and specific instructions regarding any remaining requirements so that the verification process can finally be completed and the case resolved.

To avoid further delays, please clarify exactly what documentation is still required from the player, if any.

Thank you in advance for your cooperation.

Dear Casino Guru,

We have received the recording provided by the player. However, we have requested the following additional items via email to finalize the review:

Transaction Verification: Clear screenshots of all four (4) deposit transactions. Please note that video files are not accepted for this requirement.

Proof of Ownership: Official documentation confirming ownership of the account or card used for these specific transactions.

We will update you as soon as the player provides these documents.

Kind Regards,

Viking Luck Team

Hello. I've just answered to VikingLuck's email with the requested information. I've also added Barbora as CC.

Kindly check the information.

Thanks.

Dear chuster30,

Thank you for your update. I confirm that I have received your email along with the requested documents.

I appreciate your cooperation and patience throughout this process, especially given how long this verification has taken.

At this stage, we will need to wait for the casino to review the materials you have provided. Once they complete their assessment, we expect them to inform us about the outcome and the next steps.

Please rest assured that I will continue monitoring the case and will update you as soon as there is any progress.

Thank you again for your cooperation.

Dear All,

We would like to kindly inform you that we have informed the verification department regarding your documents provided.

They informed us that they have received your documents and they will try to finish verification of your account as soon as possible.

We will keep you updated.

Thank you so much for your patience and your cooperation to the matter.

Best regards,

Vikingluck Casino team

Dear Viking Luck Casino Team,

Thank you for your update.

However, we would like to emphasize that this complaint has now been ongoing for more than three months, and the player has cooperated throughout the entire verification process by repeatedly submitting the requested documents in various formats.

At this stage, we kindly ask the verification department to prioritize the review of the submitted materials and provide a clear and final update within a reasonable timeframe. Prolonged verification without a defined outcome creates unnecessary delays and uncertainty for the player.

We would appreciate if you could also provide an estimated timeframe for completing the verification.

We appreciate your cooperation and look forward to your prompt update.

Dear Casino Guru,

Players account has been verified, could we please have their crypto details for balance processing.

Kind Regards,

Viking Luck Team

Dear Viking Luck Casino Team,

The player has provided the requested crypto wallet details.

Kindly proceed with processing the remaining balance and inform us once the payment has been sent.

Dear chuster30,

Thank you for providing your wallet details.

Please confirm here once you receive the funds.

Thank you both for your cooperation.

Hello Barbora, thanks for your answer.

I'm waiting for the payment to be processed.

Thanks.

Hello, good morning.

Could VikingLuck give an ETA for the full payment?

Thanks.

Dear Casino Guru,

We have forwarded the player's details to the relevant department and will provide an update as soon as they get back to us.

Kind Regards,

Viking Luck Team

Dear Viking Luck Team,

Thank you for the update. We are awaiting further confirmation from your side regarding the payment processing. Please keep us informed once there is progress.

Hello, I would like to notify that I have received the full payment from Viking Luck.

I would like to thank Viking Luck for the payment, and a special thanks to Barbora, who has helped a lot making the verification easier.

The issue can be marked as resolved.

Dear Casino Guru,

We would like to confirm that player has received his balance.

Kind Regards,

Viking Luck Team

Dear chuster30,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system.

Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future.

Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable.

Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru