Vipganer Casino - Pelaajan voitot on takavarikoitu.

Hello, my complaint is because they gave me a bonus for referring two users and when they deposited they would give me a bonus and well I referred 3 people but of the 3 only 2 were qualified and well they gave me my bonus but only because the third person who was not qualified, they took away all my earnings after I completed the required bonus balance and made the withdrawal. They tell me that because of the user I invited they took away my earnings when I only needed two referrals of the 3 to acquire my bonus and still they refuse to pay my earned money.

Hola mi queja es porque me dieron un bono por referir a dos usuarios y cuando ellos depositaron me darían un bono y pues referí a 3 personas pero de las 3 nomas 2 fueron calificadas y pues me dieron mi bono pero solo xk la tercera persona que no fue calificada me quitaron todas mis ganancias después de que yo complete el saldo requerido del bono y realice el retiro me dicen que por el usuario que yo invite me quitaban mis ganancias cuando yo solo necesitaba dos referidos de los 3 para adquirir mi bono y aún así se niegan a pagar mi dinero ganado

Dear jordanlopezlpz1288,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Could you please send me a link or a screenshot of the referral bonus you activated? Please forward me the Terms and Conditions of this bonus as well.
• Can you provide any relevant communication or documentation regarding the withdrawal and the bonus conditions?
• Have you had any prior communication with the customer support team about this issue?
• Have you and your referred users passed the full KYC verification?

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

Best regards,

Veronika

I still haven't received a response from you. What's up? Thank you very much.

Aún no obtengo respuesta de su parte que paso muchas gracias

Thank you for the screenshots. Am I correct in understanding that the casino confiscated the balance because one of the users you referred to the casino broke the casino's Terms and Conditions? If you have any further communication with the casino regarding the confiscation of your balance, kindly forward it to me.

Do you and the disqualified friend live in the same household, use the same internet connection, or the same device to access your casino accounts?

Yes, in fact, he lives in the same place and we also use the same wifi.

Si de echo vive dnd mismo y también utilizamos el mismo wifi

Have you used the same device as well to access both of your casino accounts?

Hello, excuse me, I don't have two casino accounts, just one where my winnings were stolen, okay?

Hola disculpe yo no tengo dos cuentas de casino solo una en la que me robaron mis ganancias ok

And of course I didn't lend my phone to access another casino account, only the wifi is shared.

Y claro que no preste mi teléfono para ingresar a otra cuenta del casino solo se comparte el wifi

Because they don't tell me anything, I don't even know if they're going to help me with my case, what happens if I've already given them all the evidence of my scam?

Porque no me dicen nada ni siquiera sé si me van a ayudar con mi caso que pasa si ya les di todas la pruebas de mi estafa

Have you made any deposits into this casino?

Is the referral bonus you received a free bonus? What types of games did you play with this bonus? Has your friend used this bonus as well and played the same games as you? Has the casino specified which Term your friend allegedly breached?

Hello, if I made deposits, they would only give me the bonus for referring other people. I don't know if my family member played the same games as me. In fact, I had to make a deposit to get the bonus, and referring other users didn't specify how many.

But the truth is they didn't tell me what the other person at the casino had violated. They only told me that they wouldn't give me my winnings, which is why I already told them that my referral hadn't been rated.

Hola si realice depósitos y solo a mi me darían el bono por referir a otras personas y la verdad no sé si mi familiar jugo los mismos juegos que yo de echo tenía que realizar un depósito para adquirir el bono y referir a otros usuarios no especificaba cuántos

pero la verdad no me dijeron que fue lo que incumplió la otra persona en el casino solo me dijeron que no me darían mis ganancias por lo que ya les comente que mi referidos no avía sido calificado

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

So my problem hasn't been solved? What's going on then? I hope you can help me, thanks.

Entonces mi problema no se a resuelto ?? Que pasa entonces espero me puedan ayudar gracias

Hello there,

Thank you jordanlopezlpz1288 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vipganer 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!

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.

So if the casino doesn't answer, I won't get my money? Or what will happen?

Entonces si no contesta el casino no recibiré mi dinero?o que pasará

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter