The player from Germany faced repeated delays in withdrawing his balance of $34,500 from VIPCasino.io, despite being a VIP Level 2 member. Initially, he had higher withdrawal limits, which were significantly lowered, and his agreement of $3,000 per week for payouts had not been honored. He received only $1,000 to $2,000 weekly, and he struggled to get assistance from both his VIP manager and casino support. The Complaints Team closed the issue as 'unresolved' due to the casino's lack of response, which may have negatively impacted its rating. Ultimately, the player confirmed that VIPCasino had fully paid his winnings, leading to the resolution of the complaint.
VIPcasino.io - Player’s withdrawals are severely delayed.
Resolved
Our verdict
Case closed
Amount: $30,500
VIPcasino.io
Safety Index 5.8 Below averageCase summary
Discussion
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10 months ago
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Hello, I'm having trouble withdrawing my balance from VIPCasino.io. I've been trying to withdraw my large winnings since June, but my withdrawals are constantly being delayed and the applicable limits aren't being met.
My account is VIP Level 2 and the following limits applied to my withdrawals at the beginning:
$2500 daily
$10,000 per week
$30,000 per month
After only one week, VIPCasino.io has simply lowered the limits for VIP Level 2 to the following:
$1000 daily
$5000 per week
$20,000 per month
And just one week later, the limits were lowered again to:
$1000 daily
$4000 per week
$12,000 per month
These are the current limits for standard players according to the casino's terms and conditions. Level 2 VIP players should contact the VIP Manager for the applicable limits.
I contacted my VIP manager endlessly because the payments were always delayed and after much back and forth, he informed me that the payments department had agreed to pay me $3,000 per week.
Unfortunately, this limit has almost never been met since then and I usually only get paid 1k or, with daily requests, maybe 2k per week.
I've contacted my VIP manager several times and asked why the agreement isn't being adhered to. The VIP manager says the $3,000 per week agreement exists, but he doesn't want to help me any further and tells me to contact casino support, claiming they know about it. Unfortunately, the live chat system has no information and claims there's no agreement and I should contact the VIP manager. He's completely ignoring me, and unfortunately, I can't get any further.
As an absolute minimum, I expect my money to be paid out according to the casino's terms and conditions. Without my persistent request, not a single withdrawal will be processed.
My account balance is $34,500.
Unfortunately, I can't include all the screenshots here.
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10 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VIPcasino.io.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share evidence regarding the current frequencies and volume of your payouts?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the imposed payout limits? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
TranslationHello Tomas,
I just sent you an email with the WhatsApp conversation between me and the VIP manager.
To your questions:
Yes, I was playing with a deposit bonus when I won.
Unfortunately, you can only view the last 7 days in your account history. However, here's a screenshot that illustrates the situation well.
I also checked my crypto wallet history, and VIPCasino only paid me $5,000 this month. The agreed-upon payout was $3,000 per week. And the casino's terms and conditions also state significantly higher amounts than what I'm getting.
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10 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.
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10 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the VIPcasino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear VIPcasino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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10 months ago
TranslationHello Romi. Last week, VIPCasino paid out two $1,000 bonuses.
Again less than agreed.
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9 months ago
TranslationLast week, only one withdrawal of $1,000 was processed. I still have $31,500 in credit. Should I wait another 31 weeks for my money to be paid out? The terms and conditions clearly state that €12,000 can be paid out per month, and I'm only seeing a fraction of that.
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9 months ago
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.
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9 months ago
TranslationLast week, VIPcasino again paid out only $2,000. As always, this is less than the agreed amount and what the casino's terms and conditions state.
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9 months ago
Dear user,
I apologise, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
Best regards,
Romi
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9 months ago
Hello all.
We have reopened this complaint as per the casino's request.
Dear VIPcasino,
Could you provide some information regarding this case, please?
Thank you.
Respectfully,
Romi
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9 months ago
TranslationHello, in the last two weeks only 1x $1000 was paid out each time.
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9 months ago
TranslationI haven't received any payout at all for 11 days.
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8 months ago
TranslationLast week, not a single withdrawal was processed by VIPCasino.
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8 months ago
Hello,
Thank you for reaching out.
Your request has been referred to the appropriate department for further review and consideration. Please rest assured that we take such matters seriously and are committed to addressing them in full accordance with applicable standards.
Your patience is greatly appreciated, and an update will be provided as soon as possible.
Best regards,
VipCasino Team
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8 months ago
TranslationI haven't received a single withdrawal in 15 days. VIPCasino's terms and conditions state $1,000 daily, $4,000 weekly, and $12,000 monthly.
In the four months since I started withdrawing, this hasn't been adhered to once. As an absolute minimum, I expect my winnings to be paid out according to the stated withdrawal limits!
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8 months ago
Hello,
Thank you for reaching out and allowing us to clarify this for you.
Please note that the limits provided represent the maximum amount that can be withdrawn according to the Terms and Conditions. The amount processed may vary depending on the current volume of requests our relevant department is handling, as each withdrawal is carefully reviewed and manually verified.
Rest assured, we are committed to assisting you and will work to process your withdrawal as efficiently and promptly as possible.
Thank you for your understanding and patience.
Best regards,
VIPCasino Team
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8 months ago
TranslationThe limits have never been adhered to. Even when $3,000 per week was negotiated with the VIP manager, they never met the limit, and instead, I was simply ignored. So please stop making excuses; I've already submitted the relevant texts.
I expect VIPCasino to pay me at least what's stated in the terms and conditions. Currently, that's $1,000 daily, $4,000 weekly, and $12,000 monthly.
I've been put off for four months now and it's extremely frustrating that I have to fight so hard to get my winnings.
I would consider it fair if the casino paid out my remaining winnings faster as an apology. For example, $20,000 this month, since only $1,000 was paid out in the last 17 days.
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8 months ago
Dear VIPcasino,
You requested to reopen this complaint earlier, but there has been no change in the situation whatsoever.
Unfortunately, as per the player's information, we will have to change your withdrawal limits and lower them down, which will negatively affect your safety index if you don't start to pay the player in accordance with them.
This has been going on for a really long time, so if there won't be any change to this situation, I will inform my colleagues to make the changes.
Please let us know what you're going to do regarding this whole case.
Thank you in advance.
Respectfully,
Romi
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8 months ago
TranslationHello Romi, last week VIPCasino only paid out $1,000 twice again. The terms and conditions state $4,000 per week. So, unfortunately, nothing has changed.
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8 months ago
Hello,
Thank you for the opportunity to reply to the latest updates.
We fully understand how important winnings are to our customers’ experience, and we want to assure you that all our actions are driven by a customer-first approach. With that in mind, we would like to emphasize that no delays are expected in the upcoming process.
The aforementioned actions demonstrate that we are a user-friendly platform, as of this, Luke, we kindly ask you to keep making new requests, and those will be reviewed accordingly.
We appreciated your time, input, and cooperation on this matter!
Best regards,
VipCasino Team
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8 months ago
Dear user,
Please keep us informed about how the withdrawals go and if the casino sticks to their limits so we can intervene if needed.
Thank you.
Best regards,
Romi
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8 months ago
Dear Luke2000,
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.
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8 months ago
TranslationHello,
There is still $13,500 outstanding.
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7 months ago
TranslationHello,
There is still $4500 outstanding.
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7 months ago
TranslationHello,
VIPCasino has fully paid my money.
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7 months ago
Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please 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.
Best regards,
Romi
Casino.Guru
