I just wrote about a 2000 word complaint and pushed back button after viewing screenshot so it was erased. Just know they give the run around and lie about not having everything from you. I have screenshots of everything I need for payout

Dear PiSpinWin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification? If there are any screenshots you wish to share with us you may upload them here or alternatively send them to my email at [email protected]

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you very much for your email,

Do I understand correctly the email you received from the casino on June 23rd refers to a withdrawal that is yet to be paid to you? (requested on April 22nd)

Did the casino make you aware of any particular obstacles preventing them to pay you?

At the time of request, No they insisted I wait 7-10 business days until winnings were deposited into my account. This was after I emailed them my 34 character bitcoin address

Thank you very much, PiSpinWin, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Tomas for all of your help you guys truly are a blessing

Hi PiSpinWin,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear VIP Casino Royal, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what's the current status of the player's withdrawal request? It's been under review for almost a month, any progress yet?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email [email protected].

Kind regards,

Natalia

Thank you Natalia

My first withdrawal request was actually on April 30th. They've somehow managed to drag this out til July 11th with repeated emails that run you in circles. I have screenshots of everything

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your outstanding and continued support Natalia. I will also attempt to contact them again as well in hopes of coming to a fair conclusion with this issue.

Dear PiSPinWin, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia