VIP Casino Royal - El jugador tiene problemas para completar la verificación de la cuenta.

I used a no deposit bonus and met the wagering requirements and asked for a Bitcoin withdraw on 2023-05-22 on 2023-05-26 I was contacted and told to send my KYC which I did and then I was told to send a legit PDF of proof of address, Which I did, I have yet to here back 2023-05-27. I have contacted the customer service chat and have been yet to be updated

Dear bigbarbkilla32,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Were the documents for proof of address the only ones the casino asked you to resubmit? Were you asked to make a minimum deposit in the casino?

Do I understand correctly your winnings were from a welcome no-deposit bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I also sent my drivers license (Front and back) They needed a PDF of my proof of address because I had originally sent a screenshot of it with the DL. The DL was fine but they requested a PDF of my banks statement, Which I provided. That was the last that I heard back from them. I was not asked to make a minimum deposit (Yet)

Thanks for the help

Was your bank statement verified by the casino since your last reply? Please let us know about any further developments.

Dear bigbarbkilla32,

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.

Bank statements verified on  Sun, Jun 11, 2023 at 4:41 AM

Along with this message

Last communication

Dear,

Greetings from VIP Casino Royal!

We are delighted to inform you that we successfully verified your KYC documents from our end. 

If you have any more concerns, please do not hesitate to reach us via chat support. We're here to help 24/7.

Regards,

KYC Team,

VIP Casino Royal.

Thanks for the update.

Were you able to request a withdrawal of your winnings? Was the withdrawal successful? May we consider the issue resolved?

Sent them my 34 char btc address today

Hopefully, you'll receive your winnings soon, bigbarbkilla32.

Please let me know when that happens or in case of any other difficulties with the casino.

still waiting after

"we delight to inform you that bitcoin address as been verified successful"

Thank you very much, bigbarbkilla32, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you bigbarbkilla32 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VIP Casino Royal for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear ,

Greetings from VIP Casino Royal! I hope everything is going well for you.

We successfully confirmed your bitcoin address, and your withdrawal is currently being processed. Once the withdrawal process is complete, our team will refund you.

If you have any further questions, please contact us via chat support. We are available 24 hours a day, 7 days a week.

Regards,

Team KYC

Please contact us at:

Chat online (24/7)

Send an email to payouts@vipcasinoroyal.com

I will update when I actually receive withdraw as of now and this email not yet thanks for the help so far

Nothing as of today

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.

thanks

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,

Peter