VipSlots Casino - Player's account was blocked.

After winning $40,750.05 I requested a withdraw vipslots.com and gossipslots.eu asked me for my verification so I comply and send in all required docs. I thoughts it was weird because I was already verified about a week prior but I comply and send in all documentation a few days later I get a email stating my accounts have been shut down because I gave a false name and bday. I contacted customer support explaining to them this is a false accusation and that I had already been verified prior and I sent in my id proof of address a letter with confirmation from my fiance with pictures of the card I used to make a deposit I sent all required documents multiple times and now they won't talk to me tell me who there licensed under which should be at the footer of the website but it's not I've tried to resolve this and my lawyer is trying to find out the holding company's name so we can file a complaint but the customer service won't give me any info. I would like my account opened up so I can withdraw my winnings I can prove I was verified prior and I can prove I am who I say I am my email and site id ericb2021 have my name in it lol my id has my name and bday the same name i signed up with shoot they send me emails saying hi Eric lol anyway would love to get this resolved and for them to do the right thing

Dear ericb2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VipSlots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the VipSlots Casino and when exactly was your account blocked?
• Did you achieve your current balance with an active bonus or a promotion? 
• Was the casino account opened in your name, with your date of birth? When was your account in VipSlots Casino verified?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the clarification.

In your first reply, you mentioned two casinos are involved in your complaint, but please note one complaint on our forum can be associated with one online casino only. Could you please advise what are your winnings for each of these casinos separately and which casino accused you of providing wrong personal information?

Could you please forward the accusations you received from the casino and any additional evidence? My email is tomas@casino.guru

I'll await your reply.

VIPSLOTS AND GOSSIP SLOTS ARE RAN A ND OPERATED BY THE SAME COMPANY IM NOT SURE WHO EXACTLY OWNS THE CASINOS BUT THEY TREATED THEM AS IF THEY WERE BOTH ONE ACCOUNT. I DIDNT HAVE A BALANCE ON GOSSIP SLOTS MY BALANCE ON VIPSLOTS WAS $42750.05 I will forward you the documents and any other email I have that relates to this matter.

THANK YOU FOR YOUR TIME

ERIC R.

Thanks for your emails and messages.

In one email you mentioned you used your fiancee's card. Could you please advise if you used it to deposit in the casino?

Do your winnings come from deposits you made with a payment method that belongs to you?

I'll await your reply.

I loaded my account with my fiances card I checked the rules before doing so and they allow it as long as I send them a copy of her written approval a copy of the card and a copy of her driver's license and I sent in all of those things multiple times my winning come from a deposit from a card that I was authorized to use and inline with there rules. I sent in a copy of her id a written letter that she signed and a copy of the card used. I sent u the emails with the documents that I sent in

I will send u the emails where they ask me for for my payment method documents

Dear ericb2021,

According to the casino terms and conditions: https://www.vipslots.eu/termsandconditions

"YOUR ACCOUNT

(...)

5.Money that you deposit into Your Account must be legally yours."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

I did receive permission from the casino I sent you the welcoming letter they sent me telling me if I used someone else's card for payment then I need to send in the documents proving so which I did I read the rules before I made the deposit. The reason they blocked my account is because they said that I gave a false name and bday not because of my payment method. I sent you the email showing this. I broke no rules and I am an authorized user of the card. I got written permission no one disputed the transaction on my end and they never refunded me my deposit. If in there rules it says I use the payment method I used then I didn't break any of the casino rules. If I take it to claims court with my fiance standing there saying yes I gave him permission and all the proof I have that verifies I had permission then I broke no rules.Until something says I didn't have permission then I broke no law I am who I say I am I proved that and I had legal right to use the card I used in California if u give someone ur card and allow them to use it then you can use it the casino rules said I can use it I proved I had permission and that's not the reason they closed my account they closed it because they said I lied about my name and bday

Thank you very much, ericb2021, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi ericb2021,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite VipSlots Casino to the conversation to participate in the resolution of this complaint.

That would be great

Hi Eric,

I'm sorry you felt you didn't have a positive experience at our casino. However, when reviewing your documents your date of birth, address and credit card information was all different to the information you had stated on your account. You're correct saying you had the correct name on your account, hence the support addressing you as "Eric". Non of the documents provided was in line with information registered on the account. Therefore balance was voided and the deposit amount refunded to the card for failing the verification process. 

I kindly refer you to our terms & condition, especially the following points:

5. Money that you deposit into Your Account must be legally yours.

18. If you make deposits into Your Player Account using any payment method belonging to someone else (a third party), we retain the right to request further information and documentation from you and from the other person (the third party) to confirm that you are duly authorized to use that payment method. We will place a lock on Your Player Account so that no deposits or withdrawals may be made until we are satisfied that you are duly authorized to use the payment method in question. If you are unable to provide us with satisfactory proof of your authority to use the other person's (the third party's) payment method, then we reserve the right to close Your Player Account and any Winnings and Bonus Funds will be confiscated and forfeited by you, as will any funds committed by you to bets which at the relevant time are yet to be settled.

20. Your Player Account may be closed if you do not provide satisfactory identification information, evidence of identity and address, source of funds or source of wealth whenever it is requested. Once satisfactory evidence has been provided VipSlots, at its sole discretion, may re-open your account.

https://www.vipslots.eu/termsandconditions

Best,

VipSlots Manager

I did provide u with all the documents you asked for numerous times I can forward you the emails with those documents you said I gave you a wrong bday but that is simply not true I was verified before I ever won a jackpot and my address I had updated the address in my profile prior to all this it said it your team was reviewing the change something got mixed up here because I provided u with the documents you asked for I provided u with written consent to use the card I used where I'm an authorized user for the card I used I also provided my id again and a picture of my address. Which is also in California I'm not sure what else I can do to prove all of this I've forwarded casino guru all the emails where it clearly proves all of this. I am who I say I am I was verified and my payment method is legal I proved this as well by providing all the documents u asked for. And I am a legal verified user on the account. I understand you got to make sure and verify things on your end but I didn't violate any rules and provided you with all of my docs you guys closed down both of my accounts but I was verified prior to winning and I proved this and still resubmitted my documents u asked for there has got to be a way to fix this something got over looked or mixed up on your end if you'd like me to resubmit proof of this is br happy to forward you the emails again or casino guru. Can forward them to you

The money I used to deposit was legally mine I am a verified user on the account and I provided you with those documents

I was verified prior to winning and still provided u with the docs u asked for again

I uploaded you the document showing you my current address that I am at now. I changed this In the platform and was waiting for your team to approve. The change because on your platform it requires your team to approve it before it shows in your account

I have forwarded all of the emails to casino guru and my lawyer as well id be happy to forward vip slots these emails as well I just want this to be set right because I violated no rules there is a mix up somewhere on vip slots end and I understand mistakes happen but there has got to be a way we can resolve this here so no further action has to take place I love your platform and would love to have my winnings back and my accounts backs so I can continue to use and win or lose on your platform

Hi all,

Thank you for your replies.

Dear VipSlots Casino team,

Could you please send evidence (all sensitive data can be blurred out of course) to my email address (peter.m@casino.guru)? Secondly, ericb2021 stated that he was already verified. Could you please explain?

Hello,

I've sent Peter the evidence requested. The account in question was never verified, the only thing verified was the phone number. Account information was updated on 04/30/2023 01:34, however docs provided were still different. Due to you registering an account with false details, and were unable to provide documents matching details stated on your account - The account failed the verification process – violation of terms as most details are verified false including DOB, CC name, and Ubill. Withdrawal deleted and winnings voided as per terms.

I apologize if this is not the reply you wanted, but we're simply enforcing our T&C, which you agreed upon when signing up.

Best,

VipSlots Manager

I sign up to all casino platforms using the same id ericbrogers2021 which clearly says my full name in it you said I did give u the right name why would I give you a false bday I'm 40 yrs old how would I benefit from that no one is going to give a correct name and a false bday or address the point of the address is to confirm a us citizen residing in California clearly I live in California my id says so if you dont mind what bday do you think I gave you.. my address is my current address. But I show proof where I gave you my ID prior to winning any jack pot let me know who to forward the emails too.

Where would I benefit from giving a false bday whenevery thing else is correct does that even sound like it makes sense maybe if I was unde age but I'm clearly of legal age

i also wanted to point out in this email you guys sent me you guys state that I used a different name and address and we've already confirmed I infact did use my own name and the address I signed up with was infact my address at the time I signed up. I had recently moved and I updated my address on the platform it was waiting to be approved by your team at the time u closed my account. I'm not sure where the violation occured on my end.

Thank you, VipSlots Casino team for the email and evidence.

Dear ericb2021,

Let's sum up the situation here. According to the available information, you registered your account with the wrong date of birth, a different address, and a bank card with someone else's name. The change of address is a common thing, this shouldn't be such a big problem. Making a deposit using your fiance's card could theoretically be accepted if you had a joint account and both of you would be co-owners of the account, but I'm not sure if this is the case. The biggest problem is that you entered a completely wrong date of birth (not just a misclick) and combined it with the two previous issues. I must admit that I understand the casino's position here. I'd like to ask you about the verification, you stated that the account was already verified and mentioned evidence but I can't really find it in the emails. Could you elaborate on this?

Before I start I just want to make it a point to express the fact that for anyone to give a false bday but provide all other details name address payment method accurate would mean I was trying to get away with gambling under the legal age which I'm clearly not. Ok now that that is said I attached is proof I was verified April 18th also I show in attachment below where VIPSlots closed down both accounts on VIPSlots and Gossip slots the same day for same reason because they are the same company. Same platform same owners. I was verified April 18th my accounts were closed like May 3rd because they said I gave the wrong bday but at first they said I gave a false name and address and now we're down to a false bday but how is that possible of I was verified April 18 shown in attachment below I also show where gossip slots actually reimburse my account for a deposit made with them.

And I am a verified user on the account used to make payment and I went above and beyond and still provided all written proof my fiances id amd a copy of the payment method used to make deposit like they asked for but I am an authorized user I proved all of that why would I give everything else correct but my bday what would I possible gain by doing that what fraud could o be committing makes no sense unless it was a typing error which could only be a innocent mistake but how could that even be possible is my bday is on my California ID already verified by the casino there is no possible way

I'd also like to point out in one of the attachment of an email from VIPSlots they state I gave a FALSE NAME A DIFFERENT ADDRESS AND FALSE BDAY

But we've already PROVED TWO out of THREE ACCUSATIONS were INFACT NOT TRUE now the only thing in question is my BDAY If I were to bring that to a judge and proved 2/3 were lies who do you think the judge is gonna believe. But I did prove I gave the correct BDAY BY BEING VERIFIED APRIL 18TH I NEVER GAVE A FALSE BDAY I NEVER BROKE ANY RULES AND IM NOT TRYN YO FRAUD ANYONE. ALL PROVEN FACTS SO IF ANY OF THIS ISNT CLEARED UP BY NOW I GUESS I DONT DESERVE WHAT I RIGHTFULLY HONESTLY AND TRUTHFULLY WON AND ILL KEEP MY HEAD HIGH AND SAY I APPRICHIATE ALL UVE DONE CASINO GURU U GUYS ARE GREAT BUT I AM AN HONEST MAN AND I BROKE NO RULES BUT I FEEL IVE PROVEN MY SELF HERE AND ITS EASY TO SEE THAT

Oh one more thing here is an attachment where VIPSlots still to this day over a month later after taking my winnings from me and closing my account continues to send me emails advertisements taunting me about there bonuses I need to try with my account balance still available in my closed account just throwing it in my face what they took from me $42750.05

All these were sent after they closed my account

Everytime they send me one of these I get excited thinking they reopened my account how can they tell me I'm getting free spins when then banned my account and send it with my winnings still available that is just messed up

I have a question I was wondering if I did sign up with an incorrect birthday what was the birthday I used to sign up and can anyone think of a good reason if all other docs were verified and correct I would of had by submitting a false bday. Because I for one can't think of a single benefit I could get out of that. Why go to the point of providing all my info true but a false bday give me one good solid reason or how I would be trying to commit fraud by doing that if I am of legal age to bet on the platform. All it would do is hurt me and I'd be wasting money I proved was legally mine to deposit.

Lets break this down see others opinions,below I show the REASONS the casino said they shut down my account and the FACTS and what we've proven so far

REASON: Casino originally said I gave a false name!

FACT: It was proven I did not give a false name.

REASON: Casino said I gave them a false address!

FACT: I sent them docs if my current address and changed my address in back office. But either way I gave them my current address I had moved since I open the account and updated this but even if I didn't my address proves im a California resident with both addresses!

REASON: Casino said I gave a false bday!

FACT: I proved I was verified and sent in my documents prior to being asked to verify myself again that showed my bday with California id

Hi ericb2021,

Thank you for your messages. Regarding the verification, I didn't really see any confirmation stating that your account is fully verified. The email just shows that you sent your documents to the casino for verification. When it comes to the three accusations, it doesn't look like they are false.

1. I believe the casino stated that the name in your account and the name on the bank card (payment method) don't match - which is true because the deposit was made by your fiance's card
2. Wrong address - as I recall, you stated that you changed your address
3. Wrong date of birth - this wasn't just a misclick, the day, month and year were all completely different

As much as I would like to help you, I don't think I can. The casinos have a strict verification process to protect themselves against bonus abuse and other forms of abuse. I'm afraid your complaint will be rejected due to the combination of the reasons above. I wish I could be of more help. I can only recommend you use the correct information for registering a casino account in the future.

Best regards,

Peter