VIP Casino Royal - Výběr hráče je opožděný.

Yes for almost two weeks now I have been waiting for my $100 payout from Vip Casino Royal . I was givin $200 dollars no deposit bonus with a wagering requirement. I filled my requirements submitted the proper documents to kyc like how I was informed to do so. I kept noticing that I kept recipients emails from Vip Casino Royal that to keep submitting my documents. I did so 4 times .. Today 11/27/1977 I logged on to the casino amd asked online chat ..how much longer would I have to wait for my payout to be approved I was then told that I didn't make the wagering requirements even after informing them that I have screenshot proof that I have .. Thisnis unlawful and just wrong . There are many other complaints that I've seen about this casino over the same issue . Please investigate this attached I will leave you with today's conversation and proof of that I have indeed met the requirements along with the emails I received and sent to kyc and the casino.

Dear mannyruiz112777,

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

Attached is today's 11/28/2022 reply via email from Vip Casino. They again cancelled my withdraw already for the 5th time. Every email is the same . Vip Casino continues to ask me for my documents.. . This is very frustrating .

Hi Kristina,

We have reviewed this players profile. We have observed that the player is not eligible for withdrawal has he has multiple duplicate accounts under his details.

Regards,

VIP Casino Royal

I only have one account . No other one have I made. How many more lies will this Casino pop out with?

Dear mannyruiz112777,

Have you received your withdrawal from the casino yet?

No I have not received it yet the casino will not pay me out due because they claim I have another account in which that is false claims on their part.

Thank you very much, mannyruiz112777, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello mannyruiz112777,

I have reviewed your case and will contact the casino to see if I can help.

Dear VIP Casino Royal,

The player has been accused of using multiple accounts, can you please provide supporting evidence of this? Any relevant information can be sent to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

Dear mannyruiz112777,

The casino has supplied evidence showing that you registered a second account on 31.08.2022 using very similar personal details and that bonuses have been used on both accounts.

Can you explain how this may have happened?

Kind regards,

Adam

Dear mannyruiz112777,

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.

That is a negative. I have only opened one account.

Dear mannyruiz112777,

I am currently awaiting further information from the casino via e-mail, so I will extend the timer accordingly and post an update here when this has been received.

Kind regards,

Adam

Thank you

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 Adam,

I have shared with you with the evidence of multiple accounts on 02-01-2023. Kindly check.

Kind Regards,

VIP Casino Royal

Hello VIP Casino Royal,

I replied to you via e-mail on 03/01/2023 requesting further details. I have just re-sent this e-mail to you, please let me know when it has been received.

Kind regards,

Adam

Dear VIP Casino Royal,

I have received your e-mail regarding not receiving my responses.

I will post my questions here for you to address directly:

• Have any of the accounts passed verification?
• When were the accounts last accessed and were deposits made to both accounts?
• Which bonuses were claimed and were they used/wagered?

Kind regards,

Adam

Dear mannyruiz112777,

There has been no further response from the casino, I will contact them once more.

We would like to ask VIP Casino Royal to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hi Adam,

The player's ID has been validated in one of his accounts. He hasn't made any deposits into either of his accounts; all of his play has been using free chip bonuses. The player is attempting to cash out money from another account after losing in one of them. Due to the player's multiple accounts, this violates our terms and conditions.

The following is the ID card of the player:

Hello VIP Casino Royal,

Thank you very much for the information. Please provide evidence of both accounts having used the bonuses mentioned.

Dear mannyruiz112777,

Can you please confirm that you have only played with free bonuses and not made any deposits?

Kind regards,

Adam

I've only played one free bonus from one account. I have no other account. Casino is doing anything they can to not payout winnings fare and square.if I had other accounts then why wasn't it verified the very first time I submitted my paper work to kyc?

Hi Adam,

I've provided you with the relevant evidence for both accounts. Both accounts share the same first and last names, as well as the same nation, state, city, zip code, and exact address. The birth date is also very similar. Thus, it is abundantly evident from this that this player is the holder of both accounts. I have presented you with all the necessary evidence.

Regards,

VIP Casino Royal

Hello Vip Casino Royal,

Thank you for your response and your assistance so far. You have supplied evidence showing that the player has registered two accounts, but as with every multiple accounts case, we need to see evidence of how an unfair advantage has been gained by doing so, for example, the use of a free bonus on both.

There are many situations where accounts may be opened accidentally, and not even used, in which case it may not be fair to confiscate a player's winnings.

You have already confirmed the second account has had no deposits made to it, so we need to see proof of the use of the bonus in both accounts to support the player having gained an advantage that they should not have. Is this something you are able to provide?

Kind regards,

Adam

Dear mannyruiz112777,

There has been no further response from the casino, I will contact them once more.

We would like to ask VIP Casino Royal to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Ok thank you

Hey Adam,

I responded to you on January 27 via our official mail and provided you with the evidence that the player had violated our terms and conditions by utilizing free bonuses on both of his accounts.

Regards,

VIP Casino Royal

Vip Casino quit your lying . I only made one account. I'm so sure you you created another account under my name so you can deny payment to me. So if I made multiple accounts and abused your free bonuses then why keep on sending me offers for free bonuses to play at your casino? . YOUR JUST A SCAM CASINO!!

Hi Adam,

If you notice, this email was not delivered by VIP Casino Royal, which is the title of our company. Here is the email I provided you as evidence that the player has utilized free bonuses on both accounts. I hope this confirms the player has an unfair edge as a result of this action.

Regards,

VIP Casino Royal

Dear mannyruiz112777,

The casino has provided evidence to support its claims that you have used the bonus on two different accounts.

This is in direct breach of the terms and conditions of the casino, so I am afraid there is nothing more we can hope to achieve in this case.

I appreciate that you contest this, but we can only make a decision based on the evidence we have been provided. Consequently, this complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam