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VIP Room – Non-payment of winnings & freezing of account with 8972 euros

Ruling

Found for the Player - VIPRoom casino became non-responsive to our team when we started questioning the details of this case. We consider this highly suspicious.

Read our VIPRoom Casino Review.

Player's Complaint

[EDIT] I have deposited around 600 euros in May played some and had a balance of 347 euros which I wanted to withdraw. Went through the KYC identification process, sent in my documents and they have confirmed my identity and transferred me my 347 euros to my bank account. In June, I have deposited around 2000 euros and after a nice winning streak had a balance of 8972 euros and that is where the problems started. Right after my big wins, they froze my account without any notification. After a few email exchanges, it turned out they have changed their Terms & Conditions and included my country (Hungary) as a restricted country. The customer support sent me an email about this 3 days later and they promised to refund my deposits at least, even if my winning will be forefeited [EDIT].

I sent them a few email explaining how this qualifies as something entirely illegal and even in contrary to their own terms but they never responded. 15 days have passed and received no emails or my deposits.

Altogether, I have deposited 2625 euros to my account and had a balance of 8972 euros when they decided to freeze my account and [EDIT] my money. Not just the winnings but my deposits as well.

Because every detail of the above is fully documented, I am considering hiring a lawyer in Curacao and suing them for the money even if I am not in need of it, this incorrect attitude toward their registered customers, the lack of communication, the not-even-concealed intent of simply changing the rules and freezing account if they do not want to pay, this really makes me upset.

[EDIT]

VIP ROOM Casino is [EDIT] with a very incorrect customer support and even worse payment policy. I have dozens of accounts at various online casinos and have been gambling on slots for years but I have never encountered such a fraudulent company. They are the nightmare of gamblers. Just imagine a casino where you hit the jackpot and then fall flat on your face because they deny your winnings.

Please note that even your site notes that they accept players from Hungary they have just changed in when they saw my big wins and withdrawal requests...

Read the casino review

2 Responses

ThePOGG
Jun 27, 2017

Hi pusgab667 - welcome to ThePOGG.com!

Firstly, I've edited several parts of your complaint to remove accusations that we cannot verify at this time. Please don't post further content of this nature as it only makes your case more difficult to manage.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Aug 22, 2017

Hi pusgab667,

I've repeatedly chased VIPRoom casino about this issue and despite their team being initially responsive to our enquiries, they have now stopped responding.

The essence of this issue is that they have provided internal communications to our team that demonstrate that the term in question - restricting players from Hungary - was put in place in February this year. That would be significantly before your play.

However communication ceased when we questioned where your account was registered to. Fundamentally if you've entered false details at point of registration there would be nothing we could do to help you, but if you've registered under accurate details and the operator has still allowed your registration/play that's a different matter.

That the VIPRoom rep stopped responding when we started questioning the details you entered at registration strongly suggest to us that you have registered under accurate details.

Unfortunately at this stage we have no reasonable expectation of the operator responding to future communications.

I'm sorry we couldn't be of more help,

ThePOGG

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