VIPcasino.io - Pelaajan voitot on takavarikoitu.

I deposited $200 and received a bonus. Per the T&C, I could withdraw my own funds and cancel the bonus at any time. I wagered my full cash deposit and attempted to withdraw my winnings. I recieved a pop up that said I needed to wager some more of my funds before I could cancel the bonus and withdraw. I followed the instructions, wagering the additional amount. I was then able to cancel the bonus and withdraw my funds.

I then received an email advising me they confiscated my winnings of $410 for violating T&C's, they claimed I had wagered bonus funds, this is false, I never had to touch the bonus money.

Their email justification contradicts the instructions they provided. This is misleading, unfair, and feels predatory. I'm escalating to Casino Guru and other platforms.

I can no longer read the T&C's for this 1st deposit bonus. I did read them before playing and I would have noted what the 2nd deposit bonus T&C's says, any winnings during the bonus period will be forfeit if the bonus is cancelled. This is not a fair policy, you are wagering your own funds.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with VIPcasino.io.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Is your account still accessible to you, please?
• Do you have an access to your game history? If so, could you please forward it to my email katarina.d@casino.guru?
• Has this bonus been automatically added to your account, or have you requested it, please?

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,

Katarina

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Stay safe.

Hi, Katarina,

I can still access the account.

I do not have access to the game history.

The bonus was requested upon my first deposit.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

I have forwarded the emails to you. Unfortunately I do not have any live chat transcripts. Is there anything else I can provide you with?

Hello,

thank you for your email.

Following the bonus cancellation, did a warning message appear? If so, could you please provide the text of the warning?

Have you communicated your wish to cancel the bonus with the casino support?

Looking forward to your reply,

Katarina

Hi Katarina,

No warning appeared when I cancelled the bonus. After cancelling it, the winnings were still in my account. I submitted documents for account verification and once verified I withdrew my original deposit plus the winnings I earned with my deposit. I received an email on 04/08 confirming my deposit request had been processed and was awaiting confirmation. On August 5th I received an email that my winnings were confiscated and my initial deposit was still in the casino account. I did not discuss with support before cancelling the bonus. I hadn't wagered any bonus funds and didn't think that that was necessary. I received another email from their support team on 14/08. Would you like me to forward this most recent email to you?

Hello Carlos6969,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Carlos6969, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Carlos6969 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VIPcasino.io 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, please let me know if there is anything you need from 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.

Dear Carlos6969,

I have tried to contact the VIPcasino.io 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 Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter