HomeComplaintsVIP Casino Royal - Player faces withdrawal and communication problem.

VIP Casino Royal - Player faces withdrawal and communication problem.

Black points: 1200

Amount: $600

VIP Casino Royal
Safety Index:Low
Submitted: 24 Nov 2023 | Unresolved : 15 Dec 2023
Unresolved Our verdict

Unreasonable excuse

UNRESOLVED

Case summary

11 months ago

Player from Ohio requested a $300 withdrawal from VIP Casino Royal after a $600 win but has received no further communication. The player is also unable to login to the website, and emails are being rejected by the casino's server. The complaint was closed as unresolved as the casino closed down.

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12 months ago

Hello, i won $600 and made a $300 withdrawal request with the online gambling site VIP Casino Royal. I received a confirmation of that withdrawal request and that was the last thing I received from them since then I’ve been unable to email them at all because everything I send gets kicked back saying their server rejected it and I tried to use three different email accounts that I have. When I try to log into their website, I’m getting a message saying that server stopped responding.


Sincerely,

Carrie B****

UN carrie17c 

Edited by a Casino Guru admin
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12 months ago

Hello carrie17c,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with VIP Casino Royal. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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11 months ago
Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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11 months ago

Please excuse the message above somehow another part of a private conversation got in there. Here is the edited response


Hello I signed up with them in May 2023. I made this particular deposit on 10/24/23. I deposited real money but there was a bonuses used to increase my deposit. I played for three days and I met the play through conditions which I believe was about $4000. On 10/27/23 I met the play thru requirement, I then made a $600 withdrawal request and got an error message stating that the maximum I can withdraw was $300 so I then redid withdrawal request for $300 and that seemed to go through on their site. I also received this email confirmation, confirming the withdrawal request. I then tried to send require documentation but it got kicked back saying their server rejected it and I tried to use three different email accounts that I have. When I try to log into their website, I’m getting a message saying that server stopped responding. I can send you screenshots if you let me know how to send them or where to send them too.

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11 months ago

Hello carrie17c,

Do you own more than 1 account in the casino? Can you please forward the communication between you and them to nikolas.b@casino.guru?

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11 months ago

Dear carrie17c,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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11 months ago

I have sent you docs thru email a week ago and no I don’t own more than 1 account.

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11 months ago

Email sent to you with requested docs on 12/4/23

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11 months ago

Hello did you get the email or not?

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11 months ago

Thank you carrie17c for all the information and e-mails provided. Unfortunately, after further investigation, we found out that the casino is closed. I'm really sorry but there is not much we can do in such cases only to close the complaint as unresolved which will negatively affect the casino's safety index.

Wish we could be more of help but I hope you understand that it is almost impossible to communicate or even get in touch with closed casino. Please be sure to register only in licensed and legal casinos in order to prevent such issues from occurring.

Best regards,

Nick

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