Vinyl Casino - Вилучення гравця відкладено.

Hello, I was playing at Vinyl Casino using bonus money and I had successfully met the bonus wagering requirements. However, my withdrawal has been pending for 2 months now. I have already sent them my ID and bank card. When I contacted customer service, they told me they would forward the matter to technical support. Yet alas, after 2 months I have yet to receive a response.

Hallo, als ich im Vinyl Casino mit bonus Geld gespielt habe, hatte ich mein bonusumsatz erfolgreich umgesetzt. Doch mein Geld wird schon seit 2 Monaten nicht ausgezahlt. Ich habe bereits mein Personalausweis gesendet sowie meine bankkarte. Im Kundendienst meinten die zu mir das die das an den technischen Support weiterleiten und naja ebenfalls 2 monate keine Antwort erhalten.

Dear glockenhammer, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you kindly specify what kind of bonus you took and what types of games you played? Please send me the link or the screenshot of the bonus.

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, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, I haven't made any withdrawals yet. I passed the KYC verification and my ID card was accepted.

Hallo, ich noch keine Abhebungen gemacht. Die KYC Verifizierung habe ich bestanden, der Personalausweis wurde angenommen.

Before proceeding with your complaint, please forward me any communication between you and the casino that could be relevant. My email address is veronika.l@casino.guru.

Dear glockenhammer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of glockenhammer. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Hallo, ich habe eine email an sie geschickt

Thank you for your email. From the screenshots you provided us with, it seems that your verification has not yet been finished. Have you uploaded all the requested documents?

Dear glockenhammer,

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.

Hello, I have already sent the documents for verification. The documents were accepted, but during verification it says that documents are required, but it doesn't say which ones. I have sent both my ID card and my credit card. The casino does not respond to my emails and does not contact me about the documents.

Hallo, die Dokumente für die Verifizierung habe ich bereits geschickt. Die Dokumente wurde auch angenommen doch bei der Verifizierung steht das Dokumente benötigt werden aber was für welche steht da nicht. Personalausweis und Kreditkarte habe ich beide gesendet. Das casino Antwortet auf meine emails nicht und hält auch keine Rücksprache mit mit bezüglich der Dokumente.

Thank you very much, glockenhammer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello glockenhammer,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Vinyl Casino to join the conversation.

Dear Vinyl Casino,

Could you please provide more information on why the player's withdrawal has not yet been processed? If additional documents are required from the player, could you clearly specify which ones are needed?

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.

Dear Customer,

Thank you for reaching out.

We have contacted the relevant department regarding your verification and we will get back to you with an update as soon as possible.

We appreciate your patience!

Best Regards,

Customer Service

Dear Customer,

Thank you for the provided documents!

In order to proceed with your verification, our financial department requires photos of the credit/debit card CC 535585******0514 that you used on our website (both front and back).

The first 6 and last 4 digits, the expiry date and the name of the cardholder must be clearly visible. You can erase the CVV if you wish;

Thank you for understanding!

Best Wishes,

Customer Service

Dear glockenhammer,

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.

Hello, I have now received a payout (€100), but €90 was debited again. I have sent you credit card 0514 several times on the website. I would like it to be transferred to a different credit card than the one I specified, if possible. I have also sent the pictures of the card. I request that the entire amount be sent without it being debited again.

Hallo, ich habe jetzt eine Auszahlung (100€) erhalten, doch es wurden wieder 90€ abgebucht. Die Kreditkarte 0514 habe ich ihnen mehrmals auf der Webseite zugesendet. Ich möchte das es auf eine andere Kreditkarte überwiesen wird, die die ich angegeben hatte, wenn es möglich ist. Die Bilder der Karte habe ich auch zugesendet. Ich bitte darum das das komplette Geld gesendet wird, ohne es wieder abzubuchen.

Dear Customer,

We would like to inform you that there are no pending balance remaining in your account for the payment.

Additionally, we would like to inform that you have uploaded screenshots of another card and this cannot be accepted.

We kindly request you to upload photos of your credit/debit card CC 535585******0514 that you used on our website (both front and back).

The first 6 and last 4 digits, the expiry date and the name of the cardholder must be clearly visible. You can erase the CVV if you wish;

Thank you for understanding!

Best Wishes,

Customer Service

Dear glockenhammer, 

It is an industry-standard that the withdrawals are processed to the same payment method the deposits were made, in this case, it looks like it to be your credit/debit card CC 535585******0514. As it looks like the pictures of this card you have provided earlier are not sufficient for the casino team I recommend taking new, clear photos of your credit/debit card CC 535585******0514 of both the front and back as instructed by the casino team.

Dear glockenhammer,

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.

Dear glockenhammer,

Did you manage to send the casino team clear photos of your credit/debit card CC 535585******0514 of both the front and back as instructed?

Dear glockenhammer,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru