Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Complaint History
schweetieooww submitted a complaint.
VIP Lounge Casino responded.
schweetieooww responded.
VIP Lounge Casino responded.
schweetieooww responded.
AskGamblers responded.
Solved successfully.
Vip Lounge Casino Got Me Good!
On Aug 18th I used a free chip to play...After about 15 min. I notice my account dropped 238.00 taking back money from the freeplay which then left me 96.00 to play with...I proceeded to win over 5000.00 and cashed out pending a withdrawal. I checked my account and found that I did have a MANAGER APPROVED WITHDRAWAL!!! After calling the casino to question the time frame I was told I played a FREE CHIP in April and in which case all the money had been forfited! Are you kidding?
You offer free chips and free plays...I did nothing wrong and LOST EVERYTHING!
If this is the way you guys do business
Dear schweetieooww:
I will check into this matter and will get back to you accordingly.
Best Regards
Cindy Greco
Thank You for responding...looking forward to hearing back!
Dear schweetieooww:
I had the chance to check your account with Vip Lounge Casino Accounting Manager.
On 4/23/2011 at 8:07:37 PM a free chip with code APR2011APP was redeemed.
On 8/17/2011 at 10:31:12 PM another free chip with code AUG2011APP was redeemed as well. While playing with this free chip a few cashouts were requested from your side.
First of all I would like to remind you that the AUG2011APP free chip had following restrictions:
$50 Appreciation Chip
30X Playthrough
(60X for Blackjack and Video Poker)
2X Max Cash-Out
Redeem: AUG2011APP
No Deposit Required
(This chip is for depositing members only.
If you have not yet made a deposit here, please do so before redeeming this chip.)
This means, maximum cashout with that Free Chip was $100. Also; according to casino rules. Only one free chip is allowed to be redeemed between deposits and this is why your $100 winnings were voided.
"Players cannot redeem multiple free bonuses consecutively. Free chip offers are meant only for our regular loyal players and unless otherwise stated in order to cash out on a free chip offer you should have an active depositing account. If the player has redeemed one no-deposit bonus and is subsequently offered another one, a real-money deposit needs to have been made in the interim for the player to be eligible to redeem the second no-deposit bonus." http://www.viploungecasino.com/rules_bonus.php
I had also the chance to check the account as per your request and records show that both Free chips were redeemed from same IP.
If you need any further assistance please feel free and contact me back.
Cheers
Cindy Greco
Thanks Cindy for your help...I guess I need to READ EVERYTHING a little closer before I assume I am a winner...
Since player didn't read Terms & Conditions carefully, and to avoid giving negative points to the casino, we will consider this issue as resolved.
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