This is what I call professional and responsible Customer Support.
Keep up the good work!
lpgdob submitted a complaint.
VIP Lounge - Withdrawal Declined
I have redeemed a coupon in VIP Lounge casino and before having reached the playtrough requirements, I have deposited 10$, in order to not be accused of witdrawing without depositing (in their rules page, Portugal players, as it is my case “may not cash out from free chip offers if they have not previously deposited”). I have met the playtrough requirements and managed to win some more to a total ammount of 282$. Once I reached this value (not a fortune), I tried to withdraw 166$. Well, the casino refused my 166$ withdrawal and the manager retrieved the entire ammount won (272$), leaving just my 10$ deposit and 0,28$ that I have no idea why they are there - a little bit inconsistent with what they have told me in the following...
They have told me I have "mixed free chips and deposit", and what did they did? They had withdrawn ALL my FAIR winnings and made a fool of me (as I have wasted a lot of time, firstly on the playtrough compliance and then on the time I have spent winning a little bit more money. So, all in all, by depositing 10$ I have lost 272$ without even playing! Makes you think if depositing in this particular casino really pays off!!!
Well, there is NOTHING on their Free Chip and 'No Play No Max' bonus Rules page that configures a situation like this, adding the fact that Portugal players “may not cash out from free chip offers if they have not previously deposited”, and so I believe they legally CAN´T do this.
This is an unbelievable position, totally unjustified even by their own rules, and as I am a fair player I hope that my winnings are restored and that this complaint would help others like me to see their rights as players consolidated.
I will go ahead and check your account with VIP Lounge Casino and will get back in touch with you shortly.
Ok I will wait for your reappreciation of this matter, as your manager still hasn´t repplied
On 12/29/2011 at 2:37:58 PMyou redeemed Free Chip Code: VIPLNG50 for $50
On 12/30/2011 at 2:32:34 PM you redeemed Free Chip Code: 50RUDOLPH for $50
We kindly remind you that as per Casino Rules: "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" http://www.viploungecasino.com/rules_bonus.php
Also, while playing with the RUDOLPH Free Chip and while having $300 generated from that Free Chip you were not supossed to redeemed since previous bonus was a free chip as well; you made a $10 deposit and mixed free chip money with your deposit.
Accounting voided winnings generated from the Free Chip and returned your $10 deposit back to your account.
Hope this clarifies the situation.
This player redeemed multiple free chips in the account and when he won placed a 10 deposit on top of the balance to try to cashout the entire amount.
1. Player from portugal have to have deposited prior to redeeming a free chip
2. consecutive free chips are not allowed.
Just to clear it out...
1- Your rules doesn´t say: "Portugal players must deposit PRIOR to redeeming a coupon", as you´re saying now. It only says that Portugal players: "may not cash out from free chip offers if they have not previously deposited". But it doesn´t states WHEN! In which moment! "Prior to redeeming a coupon"? "Prior to cashout"? "Prior to reaching playtrough"?
That´s why I, as a CLIENT, was mislead by your own rules and "mixed free chips with a deposit". Of course I woudn´t do so and ruin the chance of being able to withdraw! Understand that!
And, again, I can´t read anything in your rules that informs players/clients about mixing chips with deposits...
2 - If that situation is not allowed, how was I able to get them...?
Even if you were allowed to play; you did not followed casino rules.
As mentioned before Players cannot redeem multiple free bonuses consecutively; which unfortunately you did. This is why Accounting department voided winnings generated from the Free Chip and returned your $10 deposit back to your account.
Well, then, I think it´s clearly a matter of interpretation.
I do assume I redeemed a second coupon after loosing totally the first one, but if I didn´t I would totally refuse the excuse you gave afterwards: "Mixing free chips with a deposit". By your terms,you must agree I did nothing wrong. Hope you change them because they aren´t clear on that matter. That was a very unsisfactory answer...
On the other side, if you hang on so much to the consecutive bonus rule, better to prevent players from redeeming two bonus before/while they do it, and not only after, when they have won. Informing players/clients is the best way to prevent situations like this. I spent a lot of time winning those chips, to discover weeks after that you had remove them from me...
Put yourself on my shoes. You wouldn ´t like it eather. And as a client, I feel deceived.
But it´s useless.
I will never again deposit on your casino, as you can imagine...
I am deeply sorry to hear you had a bad experience with our Casino.
It has never been our intention to take advantage of any of our players. I just want to make it clear; "Players cannot redeem multiple free bonuses consecutively" and that's what you did.
As mentioned before; the deposit made after redeeming your second free chip was returned to your casino account.
Has the submitter of this complaint anything else to say?
Last chance for the submitter to declare, before closing this complaint as resolved.
Due to inactivity of the submitter after two chances given to post an answer, we can consider this complaint as withdrawn and a case as resolved!
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