VIP Room Casino - プレイヤーの賞金は没収されました。

On August 14, I made a deposit on VIP ROOM CASINO (50eur via paysafecard). I played and had some big hits (incl x200 in Crazy Times with 5eur bet). After 2 days, my balance was 2500eur.

I decided to make 3 withdrawals, because it is limited by 1000eur per bank transfer. 

After sending my ID documents, my account was verified successfully.

Today, checking my account at the casino, I found out that my first withdrawal (1000eur) was cancelled with no reason! None of the 3 withdrawals were validated!

The live chat is not working and they don't answer my emails. 

In attachment, a copy of all my bets. 

I hope you can help me to get my winnings.

Dear Tristan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify, whether you accumulated your winning with bonus play, or not?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear,

it was only cash (deposit of 50eur). I had one big hit on crazy time (5€ x 200) and then only blackjack live casino and some bonus buy.

the casino says I violated the terms by betting more than 10% of my balance. Clearly illegal to do that.

still waiting for my withdrawals.

Tristan, since you've contacted Curaçao eGaming License (which has higher authority then we are) I will now close this case with status "waiting for regulator decision." 

Please let us know when you will receive the official decision from Curaçao eGaming, and we will update the case accordingly. My email address is kristina.s@casino.guru.

Dear Tristan,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Kristina

Dear Tristan,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.