VIP Casino CA - O jogador ainda não recebeu os seus prémios.

Hi

Its been almost 3 week thwt i ask for withdraw and the customer support is unreachable

Dear Voutsa777,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Voutsa777, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have any pending withdrawals in your account?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hello my dear

1. Yes

2.no

3.i sent all documents and aprouved.

4. I never accept any bonus from any casino i dont like to wager

I sent you an email to show you all my conversations with them

Thanks

Dear Voutsa777, could you please send us a screenshot of the pending withdrawals currently visible in your account?

Have you contacted the casino again to confirm whether they need anything else from you regarding verification or account checks?

Hi

They dont answer my emails . The last message they said as shown in the emails i sent you that they are waiting for my deposits to be clear. And its been cleared 2 weeks ago

And yes i will email you the screenshot

Thanks

Dear Voutsa777, could you please explain a bit more about these "cleared deposits" they mentioned?

Do they mean the deposits need to meet wagering requirements or something else before the withdrawal can be processed?

No nothing about wagering i never accept any bonus

They mean they want to wait for their bank clear my deposits and my bank told that its been cleared since the 16 may

Dear Voutsa777, have you received any confirmation from the casino that your deposits have been verified and cleared on their side?

Hello

Still zero news and they dont answer

Thank you very much, Voutsa777, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Voutsa777 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VIP Casino CA for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Voutsa777, the casino representative has clarified that although you deposited funds and subsequently used your balance to place bets, the transaction did not successfully process through the casino’s designated payment system. As a result, the deposited amount was not successfully received by the casino. Consequently, the funds you used to place bets are considered invalid for the purpose of generating legitimate winnings. Due to that reason, your funds will most likely be confiscated. Could you please provide me with your bank statement for review that the funds have indeed not been deposited into the casino account? You can forward any information to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

Dear Voutsa777,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru