VIP Casino CA - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Hello,

I’m experiencing an issue with VIP Casino.

I currently have a balance of approximately [e.g. $100 CAD] in my account, but I’m unable to withdraw it because the third verification step won’t complete properly. The system simply doesn’t allow me to finish the process, even after multiple attempts.

I have sent two emails to customer service explaining the issue, but I’ve received no helpful response. I was only told that I could spend the money on the site, which is not an acceptable solution — I would like to withdraw my funds, not gamble them away.

I have always respected the terms and conditions, and I believe I’m entitled to access my money. This situation feels unfair and unprofessional.

I’m asking that VIP Casino either fix the verification issue or manually process my withdrawal request as soon as possible.

I am ready to provide any supporting evidence needed (screenshots, email copies, etc.).

Thank you in advance for your help in resolving this.

Sincerely,

Kim M.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing.

Please note that KYC is an essential security process that ensures funds are sent to the rightful owner. Since casinos cannot physically verify players, they rely on these document checks as a critical step for safety and compliance. Licensed casinos are required to complete this process thoroughly, which can sometimes take a few business days.

To better understand your situation, could you please clarify:

• Which documents have you already provided for the third verification step, and when did you send the last one?
• Were all the requested documents submitted promptly and in the correct format?
• Has the casino explained why your document could not be approved?

Please forward all evidence and relevant communication to veronika.f@casino.guru so we can review the details.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear kimmcdermott6,

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 Guru Casino Support,

I am following up to confirm that the email with the requested documents was previously sent to the email address you provided. However, I have now re-uploaded the same message through your website to ensure it reaches you.

Please note that the original email included several important documents, including photos and ID verification. For privacy and security reasons, I preferred not to upload sensitive information like my ID directly on a public platform. If you did not receive my original email, please let me know and I will be happy to resend it to you by email.

Thank you for your understanding,

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Dear kimmcdermott6,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite VipCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello Jana,

We cannot find a player with this email address (Kim.mcdermott@gmail.com) in our database.

Dear kimmcdermott6, please provide an email you used to register at https://vipcasino.online/

Hello,

I understand your response, but I would like to clarify that the email address you are referring to: Kim.mcdermott@gmail.com — is in fact the same one that was used to register and communicate with VipCasino. I have even received emails from your team directly to that same address.

I have attached a screenshot as proof showing this email address being used in communication from VipCasino.

Could you kindly recheck your database using this exact address, as it seems there may have been a misunderstanding or mismatch in your system?

Thank you for your time and help!

Dear kimmcdermott6,

This is a different online casino, our brand is called vipcasino.online, not vipcasino.ca

It seems that you have mistakenly filed a complaint against our brand.

By the way, try playing with us, you will find great bonuses, fast payouts and timely support!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kimmcdermott6,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana

We’ve reopened this complaint at the request of kimmcdermott6. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

This complaint should now be assigned to the correct casino, following my previous messages. Could you please confirm that the transfer has been made to the right casino so the process can continue? All facts and evidence remain unchanged from my original submission.

Thank you for your help and time.

Dear kimmcdermott6,

the complaint is now assigned to the correct casino. There is timer set for the casino to answer.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana