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Generation VIP - Refuse to payout. Documents approved.

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Generation VIP Casino Review.

Player's Complaint

Good afternoon, I just joined this casino and make a deposit 767 eur in total. After go straight to the slots machine and finish playing with a nice balance of 2325 eur. After withdrawal 500 eur is made. Send passport, card copy,bill, selfie with card and bank statement showing transactions to casino. But still nothing withdrawal is pending. No answer from support. Just a letter stating documents are approved. If you need any addition infromation your are welcome.

Read the casino review

10 Responses

User icon
thepogg
May 6, 2021

Hi genrotno - welcome to ThePOGG.com.

When did you request this withdrawal?

Thanks,

ThePOGG

User icon
genrotno
May 6, 2021

Good afternoon,

Processing time for withdrawal request is 48 hours. Withdrawal was ordered 30 April.

All requested documents were provided prior withdrawal.

User icon
thepogg
May 8, 2021

Hi gentrono,

If we haven't heard from you by Friday the 21st of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
genrotno
May 16, 2021

Hello.

What do you want to hear?

Casino still doesn't complete pay out.

And what about your help? Did you contact higher rang manager or operations team from casino regarding my case?

User icon
thepogg
May 23, 2021

Hi genrotno,

You failed to answer my question on the 6th of May. Where you are non-responsive, no action is taken by this service. If you are looking for us to act on your behalf you have to actively participate in the management process and that includes answering any questions we ask.

What reason has the operator given for non-payment?

ThePOGG

User icon
thepogg
May 29, 2021

Hi genrotno,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
genrotno
May 31, 2021

Hello,

they don't give any reasons. Just not paying. Before documents, now just wait

there is no time frame, you will be informed via e-mail

Like this. Totally awful casino.

User icon
thepogg
June 6, 2021

Hi genrotno,

Please quote the last communication you received from the operator.

Thanks,

ThePOGG

User icon
thepogg
June 12, 2021

Hi genrotno,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
June 19, 2021

Hi genrotno,

If we haven't heard from you by Friday the 25th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

genrotno consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Generation VIP
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Aspire Global International Ltd

May 5, 2021

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