Vipsta Casino - Player’s account has been closed.

Salve, il casino in data 23 luglio mi ha bloccato il conto senza alcuna ragione e annullato il mio prelievo. Chiedo al casino di pagare il mio prelievo o almeno di restituire i miei depositi.

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Dear rag774,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Had you completed KYC verification before you lost access to the account?
• Did Casino communicate with you the reason of blocking your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Ciao Karla,

• ho accumulato le vincite solo giocando al casino
• non avevo completato la verifica KYC in quanto il casino diceva che non era necessaria
• il casino non mi ha comunicato la ragione del blocco del mio account

Dear rag774,

Thank you very much for your reply.

I would like to clarify two additional points:

• Did you use any bonus to accumulate the disputed €448, or were the winnings accumulated entirely from your own deposited funds?
• Have you made any successful withdrawals from Vipsta Casino before this issue occurred?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Ciao,

• ho depositato circa 400 euro, le vincite sono poche e derivano dal mio saldo reale
• non avevo mai prelevato da vipsta casino

Dear rag774,

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, (jana.k@casino.guru). 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,

Karla Mayfly

Dear rag774,

I regret to hear that your account has been blocked. I will reach out to the casino promptly in an effort to resolve this issue as quickly as possible. I would also like to invite a representative from Vipsta Casino to join this conversation to assist in addressing your complaint.

Dear Vipsta Casino,

could you please clarify the reasons behind the player's account being blocked? Additionally, we would appreciate it if you could provide any relevant evidence regarding this matter. You may either respond here or send the information directly to my email address at jana.k@casino.guru.

Thank you in advance for your assistance.

Kind regards,

Jana

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 rag774,

I hope this message finds you well. I have made several attempts to contact the casino regarding your situation, but unfortunately, I have not been successful in obtaining a response from them. I understand how frustrating this must be, and I deeply empathize with your concerns. Regrettably, without cooperation from the casino, there is limited action we can take. Consequently, I will need to mark your complaint as "unresolved" in our system. I realize this is not an ideal resolution for your issue, but I believe that the impact on their rating due to unresolved complaints may prompt the casino to reconsider their approach. Should they choose to respond, we will reopen your complaint immediately, and you will receive notification via email.

In the meantime, I highly recommend reaching out to the Tobique Gaming Authority (https://thetgc.ca/) to submit a complaint. They possess a variety of resources and tools available to assist players in situations like yours. Please feel free to reach out to me if you require assistance with submitting the complaint or if you would like me to follow up on their response, should you choose to handle it independently (jana.k@casino.guru). I sincerely apologize for not being able to provide more help at this time.

Best regards,

Jana

At the request of Vipsta Casino, we have reopened this complaint. We would like to provide this case with one more opportunity for resolution and assist both parties in reaching a satisfactory conclusion.

Dear Jana,

We would like to inform you that we have sent a detailed update along with the supporting evidence directly to your email regarding this case.

Kindly review the provided documentation at your earliest convenience.

Best regards,

Vipsta Casino Team

Non so cosa deciderà il casino sulle mie vincite, ma in ogni caso ritengo che almeno i depositi che ho effettuato debbano essere rimborsati dal casino.

Dear rag774,

I hope this message finds you in good spirits. After carefully reviewing the evidence presented by the casino, it appears that there has been a violation of their terms and conditions, particularly regarding the promotion abuse. Therefore, I must regretfully inform you that your complaint will be declined. Should you have any further questions or if you encounter any issues in the future, please do not hesitate to reach out to us. Thank you for your understanding.

Best regards,

Jana

We have reopened this complaint at the request of rag774. Our intention is to give this case an additional opportunity for resolution, aiming to assist both parties in reaching a satisfactory conclusion.

Grazie Jana, ritengo che i miei depositi siano una questione separata rispetto ai bonus e alle vincite. Quindi ritengo che il casino dovrebbe rimborsare almeno i miei depositi.

Dear Vipsta Casino,

I would like to respectfully request that you consider returning the player’s deposits to his account. This would enable him to withdraw the funds, allowing us to consider this case resolved. Thank you for your continued support and cooperation in this matter.

Dear All,

Thank you for your follow-up.

Following internal review, we must respectfully decline the request to refund the player's deposits.

In addition to the confirmed breach of terms, deposit refunds are strictly governed by Section 6.6.2 of our General Terms and Conditions:

"6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

Since the deposited funds were fully utilized to place bets, no refund can be granted.

We hope this clarifies our position regarding this matter.

Kind regards,

Vipsta Casino Team

Dear Vipsta Casino Team,

Thank you for your response.

I understand your position regarding the alleged promotional breach, but I am specifically requesting the return of my deposited funds, not any bonus or promotional winnings.

Section 6.6.2 refers to refunds after a deposit has been used to place a bet, but this does not explain why you are entitled to permanently confiscate the underlying money I deposited simply because you believe a promotional term was breached.

If you consider the promotion invalid, you may remove the bonus and any winnings you believe are related to it. However, my genuine deposits should not be forfeited without a clear and specific basis.

I therefore ask you to reconsider your decision and return my deposited funds. I believe this would be a fair and reasonable resolution to the matter.

Dear rag774,

Thank you for your response.

We would like to clarify the mechanics of your account balance. While you completed the wagering requirements to convert the bonus, a review confirmed that a breach of our promotional terms occurred during the promotional play. As a result, the total balance and winnings derived from the promotion were voided in accordance with our terms.

Regarding your original deposit, these funds were fully wagered and lost during your active gameplay prior to any balance removal. The casino did not confiscate your deposit; rather, it was played through in full during your sessions. Therefore, there are no unplayed deposit funds available to refund under Section 6.6.2 or any other policy.

We consider this decision final as it reflects the correct application of our promotional terms.

Best regards,

Vipsta Casino Team

I miei depositi sono stati giocati, sì. Ma non sono stati persi dato che ho vinto le scommesse regolarmente e tutto ciò non ha nulla a che fare con i bonus o la violazione dei termini delle promozioni. Quindi ritengo che almeno i miei depositi vanno restituiti.

Dear rag774,

Thank you for reaching out to us. After reviewing your account, I see that your deposits have been fully utilized and there are no pending balances. Therefore, I regret to inform you that I must proceed with rejecting your complaint at this time. However, please do not hesitate to contact us if you encounter any issues in the future. We are here to help.

Best regards,

Jana