VIP Casino Royal - Player’s bonus winnings have been voided.

Play a bonus yes. Deposit given by the official page then play the Other that the page gave and I met the requirements of playing it x 30 and the page made real money until I arrived. At 6999.00 and they tell me that in order to withdraw I need to lose everything and deposit 5 dollars to be able to make a withdrawal until I come out in the high points of winners. If they don't pay me and they don't want to

Dear Jaime101416,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that you are experiencing difficulties withdrawing your No Deposit Bonus winnings?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Jaime,

We have observed that you have redeemed multiple no deposit bonuses and played games.

Hence your withdrawal was cancelled.

Regards,

VIP Casino Royal

Thank you, Jaime101416, for the forwarded email. Could you please advise if it's true that you redeemed multiple consecutive free bonuses from this casino? Additionally, based on the forwarded communication, we learned that your account hasn't been verified yet due to missing Proof of Address. Looking forward to hearing from you.

Dear Jaime101416,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

If I have sent my documents but they reject them because they are in Spanish and they have to be translated into English and signed by a translator if I play two bonuses, one that is offered by the page and another that they offer.

I have checked the general bonus terms and conditions, and this is what I found (here):

ALL NO DEPOSIT BONUSES: STANDARD WAGERING REQUIREMENTS

Multiple free bonuses cannot be redeemed in a row. If you've already redeemed one no deposit promotion and are then given another, you'll need to make a real-money deposit in the meantime to be able to acquire the second no deposit bonus.

Please understand that if you redeemed two free bonuses in a row and haven't placed any real money deposit in between them we won't be able to help you. I would recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Jaime101416,

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.

It is not right if I redeem two bonds without a deposit, the case is over, thanks for clearing up my doubts, help.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.