VIP Casino Royal - Povlačenje igrača je ozbiljno odloženo.

I have waited over a month for withdrawal. I have contacted support and they keep telling me that I will hear from the payout team and I never do. I have verified my information multiple times. I have passed KYC. I have verified my bitcoin address multiple times. I get told I will hear from payout team in 24-48 hours, so I wait and get nothing. The only updates I get are through support chat where they ask to send the same information over and over again. It has now got to the point where support will not answer me, and I am about ready to give up.

Hello Ajsebass,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with VIP Casino Royal. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have been verified since 8/30/2023. I used a bonus and met all the requirements to be able to withdraw the maximum $100. The last time I spoke to casino and get a response was over a week ago. I have tried to contact by email but my emails keep getting a mail delivery failure. I have also tried to reach out over support chat but I get no response and it says a support staff member has closed this chat without even giving me a response.

Hello Ajsebass and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ajsebass,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite VIP Casino Royal to join the conversation.

Dear VIP Casino Royal,

Can you please provide more information on why was the player withdrawal not processed yet?

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.

Dear Ajsebass,

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,

Michal

Casino Guru