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VIPs Casino - Forfeited winnings


Player's Complaint

I won 12800 € on 7.12.2020. I had already received cashback 143 € previous week's losses.

The Casino refused to pay my winnings and claiming that I had used the bonus money to win.

I had used the real money in the account which was the cashback from the previous week’s losses. This did not include any wagering requirements but was immediately withdrawable money. According to the casino rules, you can only win 100 € with the bonus without a deposit. In my opinion cashback and normal bonus are not the same, and therefore it doesn't make any sense to confiscate my winnings and pay only 100 € .

This is from their website:


The most important thing for VIPs Casino is to be a more honest and transparent casino, especially when it comes to how we reward our customers. Most online casino players know that bonuses are usually of no real value due to complicated conditions such as wagering demands and restrictions on how much you can win.

Thats is why VIPs Casino have dropped traditional bonuses. Instead we give our customers real money without any wagering demands or other hidden conditions.

VIPs Casino pay back up to 20% of your weekly loss in cash every Monday. We call this Cashback. The Cashback is calculated on your weekly loss by taking your bets minus your wins. The advantage for you is a much more logical reward approach and that you are free to use the money however you want.


Cashbacks are calculated on Bets - Wins

Any winnings on other promotions, free-spins, bonuses or similar is not part of the weekly cashback calculations.

There are NO Turnover requirements on the cashback paid out

The cashback period counts from Monday 00:00 CET to Sunday 23:59 CET on a weekly basis.

Only Slots are valid for Cashback payouts

Cashback is only paid out on accumulated losses above €75 during the cash back period

Live Casino / Table Games / Virtual Games and Scratch Cards will not count towards the cashback

Cashback will be credited your account every Monday before 1PM CET.

Only completed game rounds will count towards the cashback

Any winnings or losses will not be carried over to the next cashback period meaning cashback calculations of Bets - Wins will reset every Monday 00:00:00 and start at 0.

VIPs Casino Gaming LTD reserves the right to cancel the cashback promotion without any notification to the player participating in the cashback programme

VIPs Casino Gaming LTD may cancel, amend or modify any promotion, competition, bonus or special offer by publishing the amended or modified terms or notice of cancellation on the relevant internet page of the promotion, competition or special offer. Such amendment, modification or cancellation shall take effect following the expiry of a period of 14 days of such publication, or with immediate effect, where required for security reasons, to comply with applicable law or regulation, due to abuse or otherwise where the promotion, competition or special offer is not capable of being conducted as specified as a result of exceptional circumstances.

Read more about our bonus policy

Gambling can be addictive, please play responsibly!

Updated: 11 Jan 2021 15:05

Read the casino review

1 Responses

User icon
February 10, 2021

Hi mikk - welcome to!

As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

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



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mikk 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:

  • VIPS Casino
  • Malta Gaming Authority
  • Aspire Global International Ltd

February 10, 2021

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