VIP Club Player Casino - プレイヤーの撤退は遅れています。

I used the no deposit bonus of 150 and finished the wagering with over 700 dollars left and I have been trying to make a withdrawal of whatever the maximum cash out is for the bonus. They said all I had to do was complete KYC, which I sent and even after sending other emails in the past year since this began they still have not responded to my emails and my withdrawal requests are denied.

Dear Rudyyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how long ago was your withdrawal requested? Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

PS: I have corrected the disputed amount from $150 to $100 based on the following rule:

"ALL NO DEPOSIT BONUSES: STANDARD WAGERING REQUIREMENTS

...

Max cash out for a free chip is not more than $100 irrespective of the value of free chip.

...

The Casino will occasionally offer Promotional Coupons as "Free Chips". The maximum allowed withdrawal amount is $100 for any winning on any amount won using the free chip and remaining amount will be nullified."

I’ve got 2 denied withdrawal requests about a year ago. There don’t say a reason why it just says denied. I already completed KYC months before that. The casino is really bare bones and live chat just ignores me when I say I’ve been waiting over a year for a response after them already having a bit of conversation, but when I say that they stop responding so I’m assuming it’s their typical practice to ignore users with any amount of payout due.

Thank you very much, Rudyyy, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of VIP Club Player Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Rudyyy,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and would like to invite VIP Club Player Casino to join the conversation and participate in the resolution of this complaint.

Dear VIP Club Player Casino,

Could you please provide some information regarding the player's denied withdrawal requests?

Thank you.

Best wishes,

Tomas

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’.

Dear Rudyyy,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Kind regards,

Tomas

We’ve reopened this complaint at the request of VIP Club Player Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear VIP Club Player Casino,

Upon your reopen request and information connected, could you please provide us with relevant evidence showing that the withdrawal request was indeed declined because the player has applied for an invalid amount instead of the maximum available cash-out amount?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Yeah I'll be waiting for a response if any. Thanks.

Dear Seth,

We haven't found active withdrawal from you.

Please raise a new request for $100 and share your latest address proof to process your withdrawal further.

Regards,

VIP Club Player

The BTC address in that picture (got cut off) it's actually, bc1qfa97sf4f2eg0u00yegfzm529pkzkugpmye29mm

As your records should show.

Also I received an email after requesting withdrawal saying that you need further KYC. I had received these emails in the past, live chat told me ID & address would be enough (ie: CC auth form, used to verify bank deposits). Let me know if you need more, and I will send them.

The ID was shared in the withdrawal process directly on VIPclubplayer website.

Dear VIP Club Player Casino,

Could you please inform us once the player's account is verified and once you have processed the payment?

Thank you.

Kind regards,

Tomas

They told me my most recent bank document was not valid, I will try sending another type (transaction statement) and see if they approve it.

Edit: might have to send a third document because it's 95 days old and their TOS says 3 months, I will try to get another document from my bank, though it might not be until next month.

I am not sure why the first one was not accepted. It was a bank statement but not a transaction statement. (card transfer bank document).

Dear Rudy,

I acknowledge your concern, however, as part of the KYC verification, we need the most recent documentation. Please provide us with your most recent papers, no more than three months old, so that we can complete your KYC verification.

Kind Regards,

VIP Club Player

Dear Rudyyy,

Could you please update us once you provide the casino with the requested document?

I will now set the timer for an additional 14 days in order to give you enough time to get that statement.

Kind regards,

Tomas

To keep you updated, the issue I'm having at the moment is that my bank must have updated their system because recent statements are now showing my parents address (not mine). My savings account is normal, but I have not got a statement for about 95 days from there.

The reason the address is theirs, is because the accounts joint (in order to make transfers easier).

I called into my bank but due to missing a security question they can't proceed with my query regarding a bank statement, until I go to a branch (it's currently the weekend, so it's closed).

I'm not sure if they will be able to provide me with a statement including my address. In this case I will find a new bank, though I'm not sure how long it will be until I receive my next statement (from a new bank).

PS: I'm not changing banks only because of this. There is another reason I am changing banks, which is that they don't allow direct crypto (BTC, LTC) purchases.

Dear Rudyyy,

Thank you for the information. Please continue to keep us updated on any developments.

Kind regards,

Tomas

Dear Rudyyy,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas