VIP Casino CA - Player's deposit not credited to account.

Made a e-transfer deppsot, foesn't reflect on my account, reached out to customer servuce, no rrsponse yet.

Dear julia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello,

This time frame is way too long- it was an etransfer money request from VIOCasino for 25$. How could it get lost in the transfer?

Also, I am not receiving the validatiom email cide to my email account. Its seems I'm not the first person with this issue. Can someone please manually validate my email or resolve the issue?

I have checked my bank and the etransfer deposit successfully made it to VIPCasino so what is going on?

Julia

The money was successfully deposited 100%- I can show you confirmation from my bank if necessary. Really would like to fix the email validation issie also, trued several times with no progress.

Dear julia,

thanks for your reply. Do I understand correctly that you haven't received a verification message from the casino that would serve to verify your email address from the casino?

Have you checked if the email is correct, and have you checked your spam folder?

Have you informed the casino regarding the issue? What was their response?

Yes, I have checked my spam and double triple checked i entered in correctly. I have also informed the casino/reached out several times eithout response. There is also no direct telephine numbdr for reaching them either.

The inly response received is an automatically generated response saying they received my query for support.

I would really love to be able to use my account so this is very frustrating.

Julia

Sorry for the typos, I can send screenshots to show everything as well.

Hello?

I haven't had a response in awhile now..

VIPCasino deposoted the funds ✅👍 Just waiting now to resolve account/email validation + honor/redeem the 100% first deposit match + $20 free sports bet

Also is it possible to make this thread private or change/alter my screenname?

Update, they honored and credited the sign up promotion ✅👍

Still awaiting email validation/withdrawl account validation resolution.

Thanks for the updates,

I am glad to hear your deposit was credited.

Please note I updated your nickname on our website without making your responses private, please let us know if you wish for us to make further changes.

Thank you very much for providing the necessary information. 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 juliaplayer002 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VIP Casino CA for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you for changing my screen name 🙏

I don't know why it's taking so long, maybe they have a customer service backlog 🤷‍♀️

There were able to validate my email but I'm having trouble withdrawing bc the deposit I made had to be credited to my account for wtv reason- so they're saying I haven't made a deposit when I have proof of tge etransfer. Which is also I assume when it was added to my account.

Customer service seems a bit confused about this- still trying to clear it up so I can withdraw successfully.

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.

I am also having trouble with the bonus releasr/wager through.

I am placing qualifying wagers/sports bets to release the bonus oc 45$ and they aren't displaying on my account.

I still can't withdraw bc it's not displaying I have made a deposit when I have and cusyomer servuce doesn't seem to read or understand my messages, which I keep send to try and resolve.

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. 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 Kahnawake Gaming Commission (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. 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

We’ve reopened this complaint at the request of juliaplayer002. We received the following message:

Thank you Peter,

Just to update you, they asked me to make a second deposit (since my first had to be credited due to some error idk) in order to complete my withdrawl "checklist".

This time my deposit was successful right away and I was also able to successfully withdraw as well, finally.

So the issue is resolved 🙂🙏👍✅

Thanks so much for your help and patience- Hopefully the casino will fix the deposot issues with new accounts.

Thanks again,

Julia

Dear juliaplayer002,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter