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24VIP Casino - Payment refused or intentionally delayed

RESOLVED
Complaint Info
Disputed casino 24VIP Casino
Reason Declined payment
Amount € 50
Posted on January 13, 2019

Dear Sirs,

On the December 10th, i received from this casino a 5€ loyalty token, that if used to play some slots, and made some winnings with them.

I complied with all of the terms and conditions of the claimed bonus, and by that, i made a withdrawal request of 50 €, the maximum amount possible for this kind of bonus (although i ´d made more than that value in my winnings). With this request, my problems with this casino started, they've asked me for a lot documents, documents that I'd already sent them in the past, but even so, i complied with those requests and sent them all of the documents requested. Each time i send one or two documents, another email came asking for other documents, and i replied, and them other were requested, until we came to a non understanding theme. The casino is asking for copies of all the credit cards i used to make deposits, but i do not use credit cards to deposit, i only use virtual cards, witch i sent all of the copies they've asked for, as you will be able to see in the attach documents i send here (and lets not forget, the my earnings came from a loyalty bonus, and not from a deposit)

I would like your help to solve this issue with the casino, i still haven't been paid for my winnings, and the only answer i get from the casino is for me to send them copies of the credit cards, even though I've already told them several times that i don't use physical credit cards to deposit.

Thank you so much, best regards,

Marco < surname removed >

Posted on January 13, 2019

Hi Marco,

The player verification policy is standard in this industry. If you deposit with a credit card, it is necessary to send a copy of the card (you can cross out the middle 8 digits and the CVV code). If the cards are not physical, you need to show an official card statement, official letter from the card provider or proof of owning the cards with which you deposited.

Once your verification is complete, we will be more than happy to process and pay your winnings.

Thank you for your time and cooperation.

24VIP Management

Posted on January 13, 2019

Dear sirs,

Like I’ve told you for several times, I’VE NEVER USED A CREDIT CARD TO DEPOSIT IN YOURS OR IN OTHER CASINO!!!

I only use virtual cards to make my deposits at online casinos, I’ve only used virtual cards to deposit at 24Vip Casino, and I’ve sent you the prints of all the virtual cards I’ve used to make those deposits.

So, once again, your demand has no reason to exist, so you should pay my withdraw asap.

Best regards

Posted on January 13, 2019

Hi Marco,

We will be sure to follow up with our Security Department. If everything is in order, we will be happy to expedite your withdrawal so it is process soon. Please note that our Security Dept. is closed during the weekend.

Thank you for your patience.

24VIP Management

Posted on January 14, 2019

I'll be waiting…. in fact, thats all I´ve been doing since early december 2018, when I requested the withdraw….

Posted on January 14, 2019

Just to inform that 24Vip Casino has just deposit in my skrill account my earnings, so this complain can be closed as solved.
thank you so much for your help, I'm sure that if it wasn´t for "AskGamblers" I would still be waiting for my payment.

Best Regards,

Marco

AskGamblers
Posted on January 14, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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