VipSlots Casino - Player's jackpot winnings have been confiscated.

Hi on December 4th 2022 ViPslots close my account after I hit a jackpot they said my date of birth was not the same on my documents after I submitted my document to get verified and withdraw my winning but instead they close my account and refund all my deposits I made to my account they did not give my winning jackpot

Dear Itsyoboy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It is important to note that providing false personal information is strictly prohibited in all online casinos. We strongly advise against such actions and recommend ensuring that all information provided is accurate before beginning to play. However, we understand that mistakes can happen and acknowledge that this may not have been done intentionally.

If there are any relevant communications between you and the casino regarding your request to correct your personal information, please forward them to petronela.k@casino.guru. We will do our best to assist you in resolving this issue as soon as possible.

Thank you in advance for your cooperation.

Best regards,

Petronela

Could you please clarify what exact mistake was made? If you were aware that you registered the wrong DOB, did you try to fix it straight away with the casino?

Yes i I did ask one of the agents from the casino live chat and I was told to provide my information documents for me to make it change and that’s why they told me that they were going to close my account I was not even trying to withdraw my winnings yet

They advise me to send my document to the security department and and I told them that I just move in too new address and from there i couldn’t get access on my account and I ask from the security department i email them and ask why I can’t get access on my account they told from there that my account was close by the security department they have

Could you please clarify what exact mistake was made? Is there any relevant communication that you could share with me, please? My email address is petronela.k@casino.guru.

when I signed up for the first time my phone have screen damage it keeps going back on the different date but I’m for sure I did correctly I did put my birth year how it was before I finished creating my account. I don’t know why it change because I know it can cost serious issues if i did not put the correctly number. I’ll send you the email communication I have with the security department. When I get chance I have to find them on my email

Dear Itsyoboy,

I still haven't received any emails from you. Could you please try again?

Hi petronela I just sent to your email the communication between me and vip casino just right now.

Player's email from the casino:

Dear Itsyoboy,

Thank you for forwarding the communication. Please be aware that due to an apparent discrepancy in your date of birth and household address, the casino has raised a significant concern and, as a result, has blocked your account in accordance with its terms and conditions. If you realize that there was an error in your personal information provided during registration, we strongly advise you to notify the casino immediately before you commence playing.

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.

I did notify the casino and then they told me to email my information to them but instead of fixing my information they close it I was depositing for my account that time and I have one of the agents on chat box when they told me to and I ask if I can play while they are processing my information because they said on the chat box it will take awhile for them to process my information so then I play and deposit multiple times until I deposit my last cash in the casino but then I hit the jackpot. After that I still keep playing until I open the chat box again and ask if they fix it. Then from there they ask my information and I give it to the agent in chat box but instead of fixing it I got logout on my account and from there I went to my email and I was trying to find the email address they have so I can get my help about my account because I can’t get access with it after that chat from the last agent.

I was not trying to withdraw anything I don’t have any plan to withdraw my winnings that time not at all. The reason I get to them is because I want to fix my account not because I win nd withdraw money not like that.

I appreciate your effort to correct your personal details. However, it appears that not only was there an error in your date of birth but also in your household information, which is a significant concern for the casino and resulted in the blocking of your account. While the casino has refunded your deposited funds, I regret to inform you that there may not be much further assistance we can provide at this time.

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.

i was recently move in to my new address and I informed them about it they knew about my address

Is there any relevant communication between you and the casino that could prove that you inform them about your new address?

Dear Itsyoboy,

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.

We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.

If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.