VIP Club Casino - Plyer’s withdrawal has been delayed.

I made deposits totalling 200 euros. I requested two withdrawals one for 90 euros and one for 120 euros. The casino then claimed to have processed the withdrawals. Two weeks passed and no money has been received. I have attempted to engage with the casino and provided my bank statement showing they have not sent me any money and it has not been received into my bank. The casino insists they have and have claimed the finance team will contact me but they never do. When I chase on chat they keep saying to be patient etc etc and refuse to give me their business address.... I am fairly sure this casino is a scam as it is new and has no history of withdrawals etc to people.

Please help.

Dear Kyle,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please confirm that you have passed the KYC (verification) process successfully? If you received any confirmation email from the casino, please forward it to kristina.s@casino.guru (together with any other relevant communication). Was this your first attempt to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much for your reply.

Best regards,

Kristina

Hello,

Yes I completed KYC.

It was two withdrawals. One for 90 euros which says accepted on the casino side and another for 120 euros which again says accepted on the casinos side. The casino is claiming the bank has not accepted the payments (I have contacted the bank and they have no incoming transactions for the casino). Live chat have claimed they are talking to my bank about the missing transactions. (My bank have obviously stated this is not true as it breaches GDPR). Currently the casino keeps telling me it will be sorted 'tomorrow' or 'tonight' or 'the finance team will contact you tonight', these deadlines pass with no resolution and I am given no straight answers.

I am emailing you further details.

Thank you for your help thus far.

Hello Kyle,

Thank you for your reply and email. I will try to get in touch with the casino and hopefully we will receive some answer soon. In the meantime, I would like to ask you to keep me informed and please let me know if there is anything new regarding your case.

Dear Kyle,

could you also kindly check for some of our messages regarding our situation in your spam inbox looking for info@vipclub.casino? We were sending you information about the APH and PPH numbers.

best regards,

VipCLUB Casino

Thank you all for responding so promptly and thank you VIP club for providing some info.

I have contacted my bank. Could you confirm the following:

Your merchant name?

Were the two withdrawals sent back in Euros?

Thank you

Our merchant name is AccentPay & the currency was EUR

Hi,

Having spoken with the bank and with the information you provided they have no record and no attempts of credits to my account by AccentPay for any amount of money.

They have asked for you to provide a Payment ID number?

Also did you attempt to send the money via ‘Money Send’? This method is automatically blocked by KBC and returned to the merchant.

Hi Kyle,

We've sent the information to the payment service. Upon receival of all required information, we will update you here. We apologize for such a bother and long waiting period, but we hope that it'll be resolved very soon.

Hi,

Thanks. Do you know when this may be and when I may get my withdrawals?

Hello,

Is there anything new regarding this case, please?

Hello,

See the casinos last response, they still haven’t told me where my money is.

Theyve been saying the same thing the whole way along, I don’t know what to do.

Thank you Kyle,

VIP Club Casino, I would like to kindly ask you to update us on this issue on your side as well.

I think it’s clear now they have stolen from me.

You have had all of this already through chat and via email. I also uploaded screenshots from my banking app showing no money ever crediting from you.

I have just emailed it to you again, I have sent this to casino guru also.

You are simply stalling and wasting time now.

Dear Kyle,

It is unlikely, that the casino tries to steal from you. Situations like this can occur and it takes time to find out where the money is.

Many casinos which steal from players accuse them of breaching some T&Cs without further explanation and it seem that this casino is trying to send you your money.

Thank you for sending the proof. Please note, it can take a few weeks (sometimes even more) to investigate where the lost funds are, so I would like to ask you for your patience.

VIP Club Casino, would you be so kind and let us know if there is anything new regarding this case, please?

Is there anything new regarding this case, please?

We hoped for the resolution a long time ago, but still tracing the payment takes time. We'll make sure that there's any response today or tomorrow to us and we will update it here. Please apologize for all of this frustration of waiting for the payment.

VIP Club Casino, thank you for letting us know, we understand that this process can be very time-consuming.

Please keep us updated whenever there is something new, thanks in advance.

This has been going on 40 days now? I’ve provided all the evidence from the bank that these transactions were never attempted. The money should have been put back in my account weeks ago whilst VIP club chased any missing money with their payment provider. It is not the players fault that their systems have glitched.

This is absurd and unprofessional.

So I assume I’m just never getting my money now????

You have all evidence from my bank the payments were never sent. Why has it been 2 months and I don’t have my money still???????????????

Why the hell does this keep resetting every time the casino doesn’t reply for 6 days????? This has been going on 2 months and I still don’t have my money!!!!!

Kyle, please understand that this process is really time-consuming and it can take weeks to find out what happened or where the money is. We can work here as a mediator only, I personally am not able to track your payment, so I give the casino as much time as needed in this case. If you don't want to continue resolving this case with us, please let me know.

VIP Club Casino, could you please let us know, if there is any progress in your investigation?

It does not take 2 months!!! I was able to get the info from my bank within two weeks.

I have an account at a sister brand of VIP called Mad Money, they contacted VIP two weeks ago and VIP replied saying they would have it sorted in two days. It’s lies again.

This casino has all the proof they need my money is not with me and yet has no intention of returning my missing funds. They have also just missed their deadline and u extended it by another 6 days????

I hope you blacklist them after this and warn off players that this casino commits theft

The casino has now missed 3 deadlines and not bothered replying?

It is clear they have stolen from me?

What are the next steps?

Kyle, I apologize, but since we haven’t received any other response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.