VIP Club Player Casino - プレイヤーの無料ボーナス賞金が減りました。

First sorry for my English is not good.

I won and wagered by bonus chips. So I sent KYC document and requested withdraw, but nothing reply come after 10 days. So I asked live chat but they said "never didn't get any documents".

So I sent KYC document again, and now even thought they said bank statement is OK, they said "can't accepted bank statement" )(of course I sent bank statement in English)

Also they lied, because bonus chips should withdraw max $150 but only $100.

sorry for hard to read my sentence.

Dear tma555,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.vipclub.casino/en/static-texts/terms-and-conditions:

"The maximum amount of money to be won from a no deposit free spin bonus and gameplay with mentioned bonus funds is 50 EUR or any other currency equivalent. Any winnings exceeding 50 EUR without making a real money deposit will be void and will be kept by Vipclub. Example, a customer receives a no deposit free spins bonus. The free spins get played out and the customer wins 10 EUR. The customer proceeds to play other games and wins 90 EUR, totaling 100 EUR in the Vipclub cashier. In this case the customer has exceeded the cap of 50 EUR winnings, 50 EUR will be available for withdrawing and 50 EUR will be kept byVipclub."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Could you please advise if I understood correctly and you’re experiencing difficulties verifying your account?

Looking forward to hearing from you.

Best regards,

Petronela

Dear tma555,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Sorry for reply late.

I missed Casino name.

The truth is VIP player club casino.

Sorry for my mistake.

That’s perfectly fine. Could you please confirm that this is the correct website? https://www.vipclubplayer.com/ 

Yes. This it is.

That the I played casino site.

Thank you for your reply. I have checked general bonus terms and conditions, and this is what I found https://www.vipclubplayer.com/bonusterms/:

"If the value of any free chip claimed is below $100, then the maximum cash out allowed is only $100 and if the value of the free chip claimed is more than $100, then it's 1x of the free chip (no deposit bonus) amount."

"Winnings on repetitive free chips are Non-cashable. Multiple free chips between deposits may limit payout to max $100."

Could you please advise if you have redeemed any other free bonuses in the past? Have there been any developments regarding your bank statement and account verification since our last conversation?

Thanks to reply.

I understand about bonus terms, but at welcome promotion ($150 no deposit bonus) said max cash out is $150. So I don't understand which is true.

And about account verification, they gave me a call, and I sent copy of bank statement but nothing reply come again.

I fully agree, if the value of the free chip given to you was $150, then the maximum cash out should be 1x the free chip amount. I just wanted to make sure that you haven’t redeemed any other free promotion in the past as maximum payout from repetitive free chips may be limited to $100.

Could you please confirm that you haven’t activated any free chips in this casino previously? 

No. This is my first time to use no deposit bonus promotion.

And I just opened account a month ago.

Thank you very much, tma555, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to get in touch with the casino to invite them to join here and help us resolve your issue.

Sorry for reply late.

Thank you for your help.

We still haven't receive any answer from the casino. We are still trying to reach them. However, if we won't be able to receive any answer within the next 7 days, we will be forced to close the complaint as "unresolved" which could lead to casino rating deduction.

Unfortunately, we haven't receive any answer from the casino. We are really sorry that we could not help you more, but as the casino is non-responsive there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards

Nick

Casin.guru