Vipzino Casino - Player's withdrawal is delayed by casino.

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Dear player,  

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

• Did you activate any bonuses before making deposits on 20.09?
• Have you wagered your deposited amount at least once before requesting a withdrawal?  
• Did you pass the KYC verification?   

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,

Natalia

As soon as the betting on a recent game was completed, I noticed that my account balance suddenly dropped to zero. I was unable to place any further bets or perform any other actions on the site. Additionally, I had previously canceled a bonus offer of 15 free spins at the time, which I believed would not affect my real money balance.

I attempted to investigate the matter through your online platform but could not find any clear explanation or resolution. Furthermore, upon checking online reviews and feedback from other users, I found concerning reports and a pattern of similar issues, including accounts of delayed or unpaid winnings. This raises serious concerns about the fairness and reliability of their operations.

In an effort to understand what occurred, I contacted their support team requesting:

A detailed transaction log of my account activity

Information about their  regulatory body or licensing authority

To my concern, I was refused both. I was only provided with a vague email response and no access to proper documentation or regulatory details. This lack of transparency is extremely worrying, especially given that I have deposited and played a significant amount of money on their site.

I have deposited and played with my own real money on their platform. At no point was any bonus money added to my balance or accepted by me. After winning a bet during a recent gaming session, my entire balance including my own deposited funds was removed from my account without any explanation. I was immediately locked out of any further activity.

I contacted their support team requesting a detailed transaction log and proof of regulation, but was denied both. I was only provided with vague email responses and no information about their licensing authority. This raises serious concerns about the legitimacy of their business.

This is not only unacceptable it may constitute fraudulent activity. I now suspect their platform is operating as part of a scam designed to:

Encourage players to deposit real money

Allow limited play or minor wins

Confiscate balances arbitrarily when larger wins occur

Evade responsibility by refusing transparency

Thank you for your reply! Could you please share the screenshot from your bonus history? Have you cancelled the 15 FS bonus before it was activated or before the wagering of the bonus could start?

I ve cancel

the bonus when I see my balance was 0 after finishing the bonus game on big bass splash ,but there wasn’t no bonus I played my own money .i ve cancelled it because I don’t want any bonuses this is a option anyway it shouldn t be a problem in getting your winnings .

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Here i ve just asked for my money and an extended log details with how much I be bet how many bets I ve played ..i ve asked aswell where i can do a formal complaint but with no help whatsoever from their side ..

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you Andone01 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vipzino Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you very much for the help.i m hoping this is a sign of alarm for others that think to Play on Vipzino.

After completing the wagering requirements on a bonus, I was expecting a total balance of €4,150 (comprising €250 cashand €3,900 from the bonus winnings). However, once the bonus period ended, my account balance was €0.

When I contacted their support team to inquire about the missing funds, they responded by claiming that I had cancelled the bonus myself. This is entirely untrue.I never took any action to cancel the bonus, nor was I informed that any such cancellation occurred. They referenced their terms and conditions to justify this, but their explanation does not align with the facts of my account activity.

I then requested a detailed transaction history or log of my account to understand what exactly happened, but they refused to provide it, which only raises further suspicion and concerns regarding transparency and fairness.

At this point, I am very sceptical about any honest resolution from Vipzino's side, as their response lacks clarity, evidence, and accountability. I am simply asking for transparency and a proper explanation backed by actual data, which I believe is a reasonable request given the amount of money involved.

Dear Andone01,

We would like to inform you that the funds lost were due to the cancellation of the bonus from which they were won.

Please note that, as stated in the bonus terms Clause 3.13, once a bonus is cancelled, the subsequent funds alongside any winnings from them are also forfeited.

Additionally, you receive a warning message to let you know the bonus funds will be lost if you cancel the said bonus.

Also, please note that you can see your gameplay history and see when your deposit was credited. You can then calculate your balance accordingly.

Dear Peter,

We have sent you an email with further information. please review it at your earliest convenience.

Best regards,

Vipzino Casino

First and foremost, I find it extremely troubling that you attempted to flag and suppress my 1-star review on Trustpilot. This action speaks volumes about your unwillingness to accept honest feedback and raises questions about the integrity of the many 5-star reviews currently visible—many of which appear to be incentivized or paid for.

Let me also clarify the facts of my account:

I did not use any significant bonus funds. All the money I played with came directly from my own deposits.

The only bonus I ever cancelled was a minor one: 15 free spins with a £0.10 stake per spin. To use this to deny me my rightful winnings is not only absurd, it's insulting.

When I requested a detailed betting log for the session in which I won £3,700, you outright refused to provide it. If you're truly a trustworthy and transparent casino, why not simply share the full log of bets and game activity I requested?

You claim to operate from Malta, yet there is substantial evidence that your operations are based in Curaçao, a jurisdiction where player protections and legal recourse are minimal. This only adds to the growing concern that your platform is not operating in good faith.

Unless my full betting history is sent to me—including the exact game logs and all actions that led to your decision to withhold my winnings—I will continue to escalate this matter. That includes sharing my experience across multiple consumer platforms and social media, to help ensure others are not misled or mistreated.

I genuinely hope your operation is held accountable and that others are warned before depositing with you.

Thank you for providing me with the information Vipzino Casino representative.

Dear Andone01, After reviewing the case, the casino has provided extensive evidence supporting their position. According to the transaction and gameplay logs, a deposit bonus was activated on your account. While a bonus is active, real funds are always used first; only once these are exhausted do the bonus funds become active.

The game history clearly shows that your real funds were lost before the bonus funds began to be wagered. Subsequently, you made another deposit of real funds, which was also lost, and the winnings that followed originated from the active bonus balance. Unfortunately, when the bonus was later cancelled, all associated bonus funds and winnings were forfeited in accordance with the casino’s bonus terms and conditions.

For future reference, we recommend contacting the casino’s support team if you are ever uncertain about the status of your real or bonus balances.

Based on the evidence provided, we find that the casino acted in accordance with its stated policies, and there is no indication of an error on their part. Therefore, we are forced to reject your complaint.

We appreciate your understanding and are sorry we could not reach a more favorable outcome in this instance. Please do not hesitate to contact us again if you encounter any issues with this or any other casino in the future.

Kind regards,

Peter