Private Vip Club Casino - Player's struggling to withdraw his winnings.

Hallo,

ich habe mit dem Willkommensbonus (Bonus ohne Einzahlung: 125 $ BONUS OHNE EINZAHLUNG) einen Gewinn erzielt und die Umsatzbedingungen erfüllt/den Bonus "freigespielt".

Für die Auszahlung/Kontoverifizierung habe ich die notwendigen Dokumente eingereicht.

Bisher ist jedoch jeder Auszahlungsversuch gescheitert und der Support reagiert nicht auf Anfragen, woran die Auszahlung scheitert.

Ich bitte Sie diesbezüglich um Mithilfe zur Lösung meines Problems.

Danke!

"flaschenposter, Sie müssen 6T 23S 57M 14SK antworten"

Worauf soll ich denn antworten?

Dear flaschenposter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. I noticed that there is a note in the withdrawal history:

Unfortunately, I am not sure which data the casino means. Did you use the correct bitcoin address? Have you provided all the required documents? Have you received any confirmation regarding successful verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

sent you an email..

Thank you very much, flaschenposter, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear flaschenposter,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Private Vip Club Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Private Vip Club Casino,

Could you please state why the player's withdrawal has not yet been processed and when he can expect the payment? Could you please specify what does the "lacking/wrong data" mean?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 flaschenposter,

I have tried to contact the casino 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,

Stefan