VIP Casino CA - Pelaajan kotiutuspyyntö on viivästynyt.

It has been 3 weeks after I submitted all the documents so I can withdraw my

money. I submitted 2 tickets, sent several emails to support, and received zero respond.

Dear player,  

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

• Do I understand correctly that unfinished verification doesn't allow you to submit a withdrawal request?
• Could you please specify the exact date you submitted your documents and what kind of documents you provided?
• Have you received any confirmation from the casino that your documents were accepted for review?  
• Did you accumulate your winnings with or without an active bonus?  

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

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, please read below my reply:

Do I understand correctly that unfinished verification doesn't allow you to submit a withdrawal request?

A: Yes, unfinished verification doesn’t allow me to submit withdrawal request.

Could you please specify the exact date you submitted your documents and what kind of documents you provided?

A: July 21st. Driver’s license; credit card statement; utility bill.

Have you received any confirmation from the casino that your documents were accepted for review?  

A: No confirmation was received. I also submitted 2 tickets and sent emails asking about this but received zero response.

Did you accumulate your winnings with or without an active bonus?

A: Without an active bonus.

Thank you very much for your reply! Please specify if you uploaded the documents directly to your casino account or sent them via email to casino support.

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

Documents uploaded directly to the casino account.

I sent Screenshots for 2 emails + 1st ticket to the email you provided. 2nd ticket disappeared before I could screenshot, I don’t have ticket # for 2nd ticket.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 Lkgh1652, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of VIP Casino CA to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Please let me know when you hear back from their representative. Thank you.

I have once again messaged the casino, hopefully we'll hear back from them soon.

If this doesn’t get resolved in 20 hours, will it be closed automatically or will you extend it?

Dear Lkgh1652, if the two-weeks timer runs out, the complaint gets usually closed. If the casino does not respond, the complaint is closed as "unresolved" and deducts points form the casino safety rating. If it is the player, the case is closed as "rejected" with no penalisation to the casino.

However, in this case I am prolonging the timer further, as the casino representative e-mailed me back and requested your ID and e-mail address, so he can investigate further. Fingers crossed he'll get back to me, and I will immediately update you here! :)

Dear Lkgh1652, I have just received a response from the support team:

This player has funds but has not issued a cashout so we cannot comply until such time.

Can you please check whether your account has been now verified and if the option for withdrawal is available? Just try to withdraw, and let me know what happens, please.

My account is still not yet verified and the option to request a withdraw is still not available.

Thank you for the confirmation. I have messaged the casino support team asking to let us know what is the problem for the KYC not being passed yet. Hopefully they will reply soon and let us know what needs to be re-submitted.

Dear Lkgh1652, the casino representative sent me the following:

They will need to resubmit as we like all casinos use a third party KYC company

Please let me know once you resubmit all the KYC documentation, so I can let him know it has been done, so they can get through the process quickly. Thank you.

Hi Matej, I’ve re-uploaded the KYC documents as you requested.

Thank you for the confirmation. I have made the casino aware, hopefully they will process the verification quickly. If I hear anything, I will update you in the thread ASAP.

Hello, it has been another week and I still haven’t received a solution from the casino. Could you please help me?

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.

There’s zero update on my account and zero response from the casino

Dear Lkgh1652,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Lkgh1652. According to the latest information, the casino owner has changed and the case is being currently investigated internally. A complaint has been lodged with the regulator, and we are currently waiting for either the casino representative to reply here or the regulator's ruling.

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

Dear Lkgh1652,

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,

Matej