VIP Club Player Casino - 플레이어의 상금이 무효화되었습니다.

Good day, I play at this casino, my first deposit was $40, I won $400, and they duly paid me $400 in 2 installments of $200 each, when they paid me the first installment of $200, I made a deposit of $50 and started playing while I wait payment of the second installment.os

I won $500 and kept that money in my account, I didn't send a request for payment because I wanted to play. But today when they paid me another $200, my $500 winnings were canceled and my account balance is $0, they said that they would to return $50 to my btc account. the reason for withdrawing the money is because the withdrawal was not completed. now I will send you all the pictures. my account is properly 100% verified and I did not use any bonus for the game. here I have a picture of the transaction where it says whitdraw 500 $ 02/01/2023 they probably did it themselves.

Dobar dan,Igram na ovom kazinu prvi deposit mi je bio 40$ osvojio sam 400$ i uredno su me isplatili 400$ u 2 rate po 200$ kada su me isplatili prvu ratu 200$ uplatio sam depoait 50$ i poceo da igram dok cekam isplatu druge rate.os

vojio sam 500$ i taj novac sam drzao na racunu nisam slao zahtev za isplatu jer sam hteo da igram.ali danas kada su me isplatili jos 200$ moj dobitak od 500$ je ponisten i meni je stanje na racunu 0$ rekli su da ce da mi vrate 50$ na moj btc racun.razlog oduzimanja novca je jer povlacenje nije bilo zavrseno.sada cu vam sve slike poslati.uredno mi je nalog 100% verifikovan i nisam koristio nikakav bonus za igru.ovde imam sliku transakcije gde pise whitdraw 500$ 02/01/2023 to su oni sami verovatno uradili.

Dear Jameees,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward a screenshot of your bonus history to petronela.k@casino.guru?

Do I understand correctly that you had a pending withdrawal when you placed a real money deposit without activating any promotional offer?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, you understood correctly, I had an order for withdrawal in installments after the first installment was paid, I paid a deposit of $50 and made a profit of $500, and that was on my account, I did not send anything, no request for a new withdrawal, when they paid me the second installment of money it was deleted from my account.

Da lepo ste razumeli imao sam nalog za povlacenje u ratama nakon isplacene prve rate ja sam uplatio deposit 50$ i ostavrio dobitak 500$ i to mi je stojalo na racunu nisam nista slao nikakav zahtev za novo povlacenje,kada su me isplatili i drugu ratu novac mi je obrisan sa naloga.

????

Thank you very much, Jameees, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

Ok try it

Ok pokusajte

Hello Jameees,

 

I have reviewed your case and will contact the casino to see if I can help.

 

We 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,

 

Can you please provide further information regarding the confiscation of the player's winnings?

 

Kind regards,

Adam

Hi Adam,

We have reviewed this case. Player had deposited in our casino and requested $400 withdrawal on 23rd December, 2022.

We have agreed to pay him in installment. His 1st installment was cleared on 27/12/2022 and 2nd installment was cleared on 02/01/2023.

But meanwhile, player has deposited $50 on 27th December when his withdrawal is active which is not allowed as per our Terms. Player should not make any new transaction until his withdrawal completed. Hence we have refunded his deposit back to his wallet.

Regards,

VIP Club Player

I didn't make any transaction, because I just paid a deposit. I kept the money in the account because I read that I don't have the right to 2 withdrawal requests... and I kept the money in the account until the last installment was completed. And we didn't agree in in installments, but you yourself decided that it should be like that. I consider that I am damaged because I paid a deposit and had a profit that I did not send a request for payment of money. I already had $500 in my account

???

Dear VIP Club Player Casino,

I have looked at the casino terms and found the following:

"All withdrawal requests will be processed and honored only when all the requirements are fulfilled. In an event where a withdrawal request is cancelled, the amount requested will be added back to the account’s balance. Meanwhile, during this type of occurrence, if the player had claimed any other offer or if he made any deposit, then this could result to $5 clause. Hence, Player should not make any new transaction when withdrawal is active."

It is not clear from this rule that it would apply to a pending withdrawal or that any winnings would be confiscated, and it does not seem to be a valid reason for doing so.

Is there perhaps some other rule that I have missed?

Kind regards,

Adam

Hi Adam,

The player made a deposit while his withdrawal was open (active) and being processed. Once a player has made a withdrawal request, he/she should wait until the withdrawal is processed. Hence, we refunded the deposit amount to the player.

Kind Regards

VIP Club Player Casino

But the first installment was paid to me... after the first installment I made a deposit and played and I didn't touch that money from the account, I didn't even send a request for payment... then why would they take my money away, I can't understand your supposed rule.

Ali meni je bila isplacena prva rata...posle prve rate sam polozio deposit i igrao i nisam taj novac dirao sa racuna nisam ni slao zahteb za isplatu...zasto bi mi onda oduzimali novac ne mogu da razumem to vase navodno pravilo.

Dear VIP Club Player Casino,

The only term I could find regarding this situation states that it should not be done as it could result in a charge of $5.

The player completed all wagering requirements, so it is understandable that they would consider the bonus to be complete. There is nothing stating that if you make a deposit with an active withdrawal your balance will be confiscated, and if the player had completed their withdrawal and then deposited, there would be no problem.

Therefore, we believe the player's balance should be reinstated in this case.

Kind regards,

Adam

They don't have to pay me back the balance, let them pay me, I will leave them a bitcoin address for payment if they want to pay me, because obviously everything is fine from my side, and you should pay me.

Ne moraju mi vracati balans neka me isplate,ostavicu im bitcoin adresu za isplatu ako zele da me isplate.jer ocigledno da je sve u redu sa moje strane.i da bi trebalo da me isplatite.

Dear Jameees,

 

There has been no further response from the casino, I will contact them once more.

 

We would like to ask VIP Club Player Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

 

Kind regards,

Adam

Dear Adam,

We have requested player to share original KYC documents as earlier documents are edited one.

Once we receive the documents, We will add player balance back to his account.

If player failed to provide original documents, account will be suspended due to this fraudulent activity.

Regards,

VIP Club Player

Hello VIP Club Player Casino,

Thank you for the update. Could I ask you to please specify which documents are required?

Kind regards,

Adam

Hello, I replied to your email, I sent you the driver's license.

Zdravo odgovorio sam vam na mejlu poslao sam vam vozacku dozvolu.

Dear James,

You must submit us your genuine documents in order for us to successfully complete your KYC verification. Please provide us the necessary documentation, such as a copy of your ID and a recent utility bill verifying your residence which should be no more than 3 months old , so that we can verify your KYC.

Regards,

VIP Club Player

Poslao sam vam 5 dokumenta rekli ste da nisu ispravni da su editovani ili sta vec,zaista ne selim sa vama da se prepirem zelim da mi isplatite moj novac

Dear James,

We have received documents which are tampered. Hence, our KYC team has requested that you share original documents.

Kind Regards,

VIP Club Player

Dear VIP Club Player Casino,

Can you please clarify what is wrong with the player's documents?

Dear Jameees,

Can you please also send the documents to my e-mail (adam.m@casino.guru) for review?

Kind regards,

Adam

I sent you a picture

Poslao sam vam sliku

Dear Jameees,

Due to the questionable authenticity of the picture you have provided, it has been decided that we can no longer assist you with this case and that this complaint will now be rejected.

I am sorry we could not be of more assistance on this occasion.

Kind regards,

Adam