VIP Club Player Casino - O jogador luta para concluir a verificação da conta.

Casino is taking a very long time to reply to my emails, and then they replied inferring my proof of address is not valid, when it fills all the requirements.

I don't trust this casino as I've been trying to withdraw for years here, and they keep preventing me for some reason.

I sent an email with my bank statement in PDF form, then they took a week to just respond. They replied that they "need my bank statement in PDF form" which is what I just had sent.

This is their message,

_______

Dear Seth,

Thank you for selecting VIP Club Player!

We request you to share valid address proof for verification in PDF form.

- Utility bill (recent bill under your name and address) - can be gas / power / telephone / internet bill or your credit card or bank account statement under your name

For more details, please refer to the links as mentioned below: -

https://www.vipclubplayer.com/termsconditions/

Thank you for your time and patience and for your kind understanding in this regard.

Happy Gaming!

Regards,

KYC Team

Contact Us:

Online Chat (24/7)

E-Mail: support@vipclubplayer.com

Dear Rudyyy, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents have you provided and when exactly did you send the last one? When did the casino send you the response with the request to send proof of address?

Do I understand correctly that you have provided the casino with your proof of address several times already but it keeps getting rejected?

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

Best regards,

Veronika

I'm not sure how many times I've sent proof of address because this has been an ongoing issue for a few years with them. They require me to first send proof of address then upload my ID at withdrawal stage. This time, I sent them my proof of address which was a bank statement from the past 30 days in PDF form. They took a long time to reply and when they did they just said it wasn't valid (but it's exactly what they asked for). They didn't give any more details except what IS valid (which was what I had sent).

In the answers you filled in when submitting this complaint, you wrote that you played with no deposit bonus and that you have never made any deposits at the casino. Is that information correct, please?

Yes, that information is correct.

Thank you very much, Rudyyy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Rudyyy 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 Club Player Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

They are now saying the address on my account does not match the address on file. That is because I moved (but I still live in the same city). Never had a problem with changing address before.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter