Vinyl Casino - general discussion

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Hello, where can I file a complaint because the casino cheated me?

I've been waiting for a month for the verification of my account and the casino is constantly cheating on me by making the verification take so long, but I think they're taking it so long on purpose because they don't want to pay out my deposit.

marcelina.olichowska@interia.pl

Hi, I see that you have already managed to open a complaint with us and I think that when you write that the verification has been going on for months, it was the right step. Did the casino also give you any reason why this is the case ? What is the problem here, is there something wrong with your documents ? Of course, I definitely recommend not to play until your situation is resolved, so that you don't end up losing your money. 

However, I hope that our team will be able to help you and the situation will turn out well in the end. If you have anything new, don't hesitate to let us know. I'll be waiting. 

no, I sent all the documents correctly and everything is correct, but why is it taking so long? I think it's on purpose because they don't want to pay me my winnings, because only when I asked to pay my winnings, the account was suddenly closed, but when I deposited the money, why wasn't I asked for verification?

When you make your first withdrawal, it's common for the casino to start the verification process. However, we give casinos 14 days to sort out this procedure, even though we know that casinos are careful about it. Why it is taking so long I don't know and I thought the casino had given you some reason why this is so. So all your documents are approved when you say there is no problem with them ? 

Anyway, as I said, our team will try to help you and advise you on your case. But we will have to be patient and wait and see how it develops. 

and they have been sending me such messages non-stop for 2 months from mine, it looks like they are dragging on until I give up and forget about it, or maybe they are scamming everyone into paying deposits and then blocking their profiles.

2 months is too long for verification from my point of view and if the same email is repeated over and over again and it doesn't lead anywhere then it's quite unpleasant. I am not sure what can be the subject of such a long process.

However, as I have seen, there has been an update in the complaint and the ball is currently in the casino's side, so we will wait to see if the casino manages to respond and help resolve your situation. I would like to be positive and hope for a happy ending. Good luck. ☘️

Hello, so does that mean you still haven't received a relevant answer from the casino and the same thing keeps happening that you get logged out when you ask ? If that's the case and you don't know anything more and the casino doesn't try to resolve anything I would try to write an email too. If nothing changes and you are still in the same situation with no reply, then I would recommend filing a complaint. 

What do you say ? 

Oh, you're a little late to the party since the whole incident. Have you thought about making a complaint on our side? You didn't get any update on your situation ? Let me know, please.

Hello, I played with bonus money in Vinyl Casino and used the bonus turnover in full. The money I won was never paid out. I've been waiting for the money for 2 months. I've now uploaded all my credit cards and have been told 20 times that it was forwarded to technical support, but absolutely nothing has happened. I haven't received a single email from the support team.

Hi, I've read what your problem is and I'm quite sorry. According to what I read, you still have to go through verification, yes ? But what's the problem if you've already sent them the card documents so many times ? Did the casino say anything to you when you asked ?

Anyway, you have filed a complaint and hopefully our team will be able to help you in your situation. But we'll have to be patient. 

Hello, I have already sent the documents for verification. The documents were accepted, but during verification it says that documents are required, but it doesn't say which ones. I have sent both my ID card and my credit card. The casino is not responding to my emails.

It's probably not the best when it's been going on for so long but I have one piece of advice. I saw that you have reopened the complaint, so it would certainly be appropriate if you responded there. You have a couple of hours or it will be rejected again. If you want our team to help you, it would be best to do so as soon as possible. 

Just click here and reply to Veronika. ⬅️

However, how long has it been since the casino replied to you about the verification situation and the documents you sent ? 

The first time I made a deposit of 50 zlotys. The money left the bank account and did not arrive at the casino account. I wrote to the support service and asked me to send them proof of payment, which I did. There is no answer from them. Nobody answers my letters.

I haven't heard anything from the casino, what they do is that the live chat always stops and I get kicked out of the chat, I did everything that was asked, sent several screenshots, in the system they saw that I had played the 100 free spins but had no winnings, even though I proved with the date and time that I had won a bonus.

Hey, I don't envy you this situation. How long are you waiting for the casino to respond? Sometimes it may not be their fault and therefore there may be an issue on the provider's side. Have you tried asking ? 

I would probably try to be patient and keep trying to inquire and if nothing changes, then we will try to help as well, although we are quite limited in this area. 

Let me know if anything new comes up.

I understand, it's just a pity you didn't come when the whole situation was happening. If it's been a few months since the incident, obviously the casino won't be dealing with it much. 

Therefore, if there is a problem, I recommend you try to resolve it with the casino and if that is not possible, feel free to write here and we will see what can be done. Don't wait so long because it reduces your chances of success.

I hope that similar scenarios won't happen again and you will have better sessions. 😕

Nothing new happened on their part. I wrote to them again. They promise to look into it and don’t send me any answer. In my opinion these are scammers. I have never had such problems with any casino; I have been playing on the Internet for a long time. The only good thing is that I only made one deposit with them. All trust in them was lost to continue playing.

Sometimes it can take time if unexpected problems arise. The best thing to do would be to find out on whose side. When they look into it, I hope they can sort it out, and when you have sent them a receipt, I hope it will be settled. 

On the other hand, I would not be comfortable just waiting and not knowing what is going on and not having any timeframe. So, as much as I hate to say it, you will have to wait and obviously continue to keep yourself informed at a reasonable time as to how it is and what is going on.

If you have any news, feel free to post and let me know.