Generation VIP Casino - Player’s struggling to verify the account.

Good afternoon,

I joined this lovely casino 23 April and deposited 767 eur by Visa card. Played slots machine for awhile and stopped. My second round was better and I fininshed with closing balance of 2325 eur. After that I ordered withdrawal amount 500 eur and it was the beginning of unprofessional nightmare. For today I had provided my photo ID (passport), photo of Visa card both sides (twice already), selfie with a Visa card and card statement showing transactions made in casino. At first they rejected statement,but after a detailed explanation it was finally accepted and live agent stated you are fully verified user and withdrawal would be process ASAP. After several days there was no changes at all and I came back for chatting and was asked the same list of documents again. It was very fraustrating and after a long conversation appeared it was a mistake and account under review by compilace team (Please wait for unknow period of time).

Till today there is nothing changes at all and agent in chat a totally useless. I have a recent chat from today and screenshots of account balance is you need.

Dear genrotno,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you advise if you have accumulated your winnings with or without an active bonus? Also, please, forward the confirmation regarding successful verification together with any other relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here). I would like to gather as much information about your case as possible.

I will be waiting for your reply patiently.

Best regards,

Kristina

04.05.2021 00:15:26

Hallo ,

Danke , dass Sie generationvip.com kontaktiert haben

Hi look yes we have approved the document please wait to hear from us further

Mit freundlichen Grüßen

Denise

Generationvip

Am Mo, 3 Mai um 7:54 PM , Lukas W*** <***@emailn.at> schrieb:

Good afternoon, I have sent you my bank statement showing transactions to your casino. There is a full date 30-04-2021 at the bottom of the page. As well near each transaction there are date + month (2304 - this mean 23th April). As well there are transactions in your casino shown clearly. I would like you review it again.

------------------

this is a confirmation regarding card statement. And prior this they confirmed passport,card,selfie are approved as well in chat. I didn't save this particular chat, but I have another one for you showing unproffesional support.

Chat (2 or 3 days ago):

You have reached customer support. Please type your query below and a representative will be with you shortly.

   hello

   my withdrawal is still pending

   why?

18 minutes ago

K

Kieron

   Hi there and welcome to chat. My name is Kieron, how can I help you?

   Are you ok to wait a few minutes while I check this for you please?

   ok

16 minutes ago

K

Kieron

   I have checked with the relevant department about your issue regarding your current withdrawal. We still need cc 8315 next to face and a Bank statement showing proof of deposit to our site.

   this information send for you last week already

   and you have approved it

   i have email regarding this

   why do you continue to ask same again.

14 minutes ago

K

Kieron

   That's is great I will update your status and after they will approve your withdrawal you will get your funds automatically in your bank account.

   look i come to chat everyday and hear same same

   contact your payment department and tell them send funds

   all documents are approved.

   i want you release my funds.

   I wait in chat contact payment team.

12 minutes ago

K

Kieron

   They will approve it and they will inform you by mail when the withdrawal is approved. All documents are approved so you will get your funds soon. :)

   contact your payment team straight away

   You just send me request to documents, and after change that everything is fine. But still not withdrawal.

10 minutes ago

K

Kieron

   I do not withhold any information about your current withdrawal            . After the team escalates your account and approve it they will inform you about it by email.

   so contact the team incharge

   right now

   I can wait in chat

6 minutes ago

K

Kieron

   I have checked with the finance team :) They have told me once the escalation is finished in your account they will process your pending withdrawal. Is there something else I can help you with?

   what kind escalation are you talking about?

4 minutes ago

K

Kieron

   They need to check your account to approve your winnings, Remember that the withdrawal team does not work on the weekends and public holidays.

   all documents are fine. Why don't you release withdrawal?

a minute ago

   New Messages

K

Kieron

   They will release after they approve it, Once approved we will inform you by mail in these upcoming days,

   Thank you for coming to chat with me :)

   Your feedback is very important to me and I would really appreciate it if you could take one moment to complete a short survey about the service I provided you. This will appear once you end the chat.

Todays chat. Again asking approved card statement.

   You have reached customer support. Please type your query below and a representative will be with you shortly.

   Good afternoon,

20 minutes ago

S

Stefaniia

   Welcome to Live chat my name is Stefa

   How can I help you?

   Can you advise me about withdrawal status?

20 minutes ago

S

Stefaniia

   I will take a look at this for you, however kindly note that it may take a few minutes, I will get back to you shortly with an update

   Why is it placed on hold?

   ?

18 minutes ago

S

Stefaniia

   Thank you. Please allow me a few moments to look into the issue.

   ok

18 minutes ago

S

Stefaniia

   thank you

   Lukas as I see on the system  financial department asking to upload Bank Statement showing deposits with dates visible when deposits were made

   Only this?

   and where do you see this information?

   all other documents are in order, right?

14 minutes ago

S

Stefaniia

   They are requesting only this one

   Are you in direct contact this payment team right now?

12 minutes ago

S

Stefaniia

   Yes

   ?

   this is perfect

12 minutes ago

S

Stefaniia

   They are leaving note on account for the documents

   leaving note or in direct contact

   it is a big difference

10 minutes ago

S

Stefaniia

   and I can tell you what they need

   So please advice me on email from 04.05.21 sent to my email.

   inbox*

   Can you see this one?

10 minutes ago

S

Stefaniia

   one moment please

   ok

10 minutes ago

S

Stefaniia

   thank you

   2021-05-03 12:45:00   i can see only email from this date

   ok

   It should be a right one

   Do you see the message inside?

6 minutes ago

S

Stefaniia

   yes we are asking you to send us bank statement

   or

   wrong one

   Danke , dass Sie generationvip.com kontaktiert haben

   Hi look yes we have approved the document please wait to hear from us further

   Mit freundlichen Grüßen

   Denise

   Generationvip

       Am Mo, 3 Mai um 7:54 PM , Lukas W*** <***@emailn.at> schrieb:

       Good afternoon, I have sent you my bank statement showing transactions to your casino. There is a full date 30-04-2021 at the bottom of the page. As well near each transaction there are date + month (2304 - this mean 23th April). As well there are transactions in your casino shown clearly. I would like you review it again.

   i am talking about this email

   Is not it stating card statement is fine?

6 minutes ago

S

Stefaniia

   I don't see this email , but financial team asking to upload , because that one was declined =   no dates for deposits

   I explain you

   look my message

   forward explaination about statement dates to them.

   I can't provide different statement, because all of them is same format

   If you in direct contact with them transfer my message to them.

2 minutes ago

S

Stefaniia

   I will thank you

   I wait in chat

   Go ahead

2 minutes ago

S

Stefaniia

   ok, thank you

   Good afternoon, I have sent you my bank statement showing transactions to your casino. There is a full date 30-04-2021 at the bottom of the page. As well near each transaction there are date + month (2304 - this mean 23th April). As well there are transactions in your casino shown clearly. I would like you review it again.

   this is a detailed infromation about statement dates.

------------------------------------------------------------------------------

And I don't use bonus. I played with my own funds.

Thank you very much genrotno for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi genrotno,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Generation VIP Casino to the conversation to participate in the resolution of this complaint.

Good evening,

Seems another scammers.

Several days ago casino requested additional selfie with my passport. Before I sent selfie with a card. Now one by one mode is activated. After that more likely account will be closed.

We would like to ask Generation VIP 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi genrotno,

I managed to get a response from a casino rep by Skype. They should reply to the complaint soon.

So can you provide Skype for me?

Hi Genrotno,

Thank you for alerting us to this matter. Apologies for our slow response regarding your complaint.

We would like to look further into it.

We endeavour to provide an update on this Case in 72hrs. In the meantime - please progress any document requests you may have as these are an important part of our regulatory & legal requirements.

You can also add your user ID to this thread to speed processes.

kind regards,

Team GenerationVIP

Hi genrotno,

Thank you for the update. Please let me know if your withdrawal was successfully processed.

Good afternoon,

Still nothing. Casino does not pay. Please contact person in charge via Skype. Finance are forcing to withdrawal using Visa but from today there is not Visa option at all (seems they deleted it). As mention before my bank doesn't accept withdrawal from gambling so preferred method set to Skrill. All documents are verified.

Dear GenerationVIP Casino Team,

Is it possible for the player to change his payment method to Skrill since his bank doesn't accept withdrawals from casinos?

Sure, I deposit using Skrill already and reorder withdrawal to Skrill, but

Wir schreiben Ihnen bezuflich Ihre austehende Auszahlung.

Bitte stornieren Sie diese Auszahlung und anfordern Sie das bitte erneut auf Ihre Karte Visa mit Endung ****8315.

Danke Ihnen für Kooperation.

This email is telling withdrawal using your Visa card. So it is impossible, because bank is refusing a transaction. So all withdrawals are pending pending and chatting doesn't have an effect on this casino. Totally awful.

Just from chat. New scam is coming.

there is no time frame, you will be informed via e-mail

Chat history as usual

Herzlich willkommen im Chat! Mein Name ist Irma ??

Wie kann ich Ihnen behilflich sein?

hello

do you speak english?

20 minutes ago

I

Irma

Yes :)

Hi there and welcome to live chat. My name is Irma. How can I assist you?

yes you can

vip

look here

Do you see Visa card?

Do you have access to chat history with Lia from last week?

It should be open case regarding my withdrawal request

please check

18 minutes ago

I

Irma

Unfortunately not, could you clarify your question please?

do you see screenshot?

You want to tell me that no open case regarding my withdrawal request?

Please contact payment team

they are in charge

16 minutes ago

I

Irma

Please allow me a few minutes and I will check this for you

ok

14 minutes ago

I

Irma

thank you

ok

12 minutes ago

I

Irma

This may take a few minutes, are you ok to wait?

ok

12 minutes ago

I

Irma

thank you

anything?

6 minutes ago

I

Irma

Lukas, we apologise for any delay you are experiencing, your account is currently with our Responsible Gambling Team

what does it mean?

why didn't you process my withdrawal?

6 minutes ago

I

Irma

we apologise for any delay you are experiencing, your account is currently with our Responsible Gambling Team

you will be informed via e-mail

how long?

I try to get funds more then 1 month already

all this time is with responsible gambling team?

2 minutes ago

I

Irma

You will be notified by email when your Withdrawal Request is processed and the money is sent to your chosen payment method.

this good.

I don't use any bonuses and play with my own funds.

How long does it take to complete payout?

a minute ago

I

Irma

Lukas, we apologise for any delay you are experiencing, your account is currently with our Responsible Gambling Team

You will be informed via e-mail

How long does it take to complete payout?

a minute ago

New Messages

I

Irma

there is no time frame, you will be informed via e-mail

HI Genrotno,

Generation VIP are bound by GDPR and cannot publish specific details of this case on an open forum.

Your case is being handled by our teams at present and emails will be sent to you in order to progress your withdrawal request. Please send any documents requested.

Kind regards,

GVIP team.

Hi Genrotno,

Please keep me updated on the situation here.

Hi Genrotno, Has there been any progress?

Since Genrotno stopped responding to our messages, we can't progress with the case. We are rejecting this complaint.