The player from Mexico faces issues withdrawing her winnings after being awarded a bonus for referring users. Although she qualified for the bonus by referring two individuals, the casino confiscated her earnings based on the status of a third referral who was not qualified. She is seeking her deserved funds.
Vipganer Casino - Player's winnings have been confiscated.
Vipganer Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Vipganer Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
6d 10h 39m 6s
Case summary
13 hours ago
Public
Visitor
Public
1 week ago
Translation
Hello, my complaint is because they gave me a bonus for referring two users and when they deposited they would give me a bonus and well I referred 3 people but of the 3 only 2 were qualified and well they gave me my bonus but only because the third person who was not qualified, they took away all my earnings after I completed the required bonus balance and made the withdrawal. They tell me that because of the user I invited they took away my earnings when I only needed two referrals of the 3 to acquire my bonus and still they refuse to pay my earned money.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear jordanlopezlpz1288,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions:
- Could you please send me a link or a screenshot of the referral bonus you activated? Please forward me the Terms and Conditions of this bonus as well.
- Can you provide any relevant communication or documentation regarding the withdrawal and the bonus conditions?
- Have you had any prior communication with the customer support team about this issue?
- Have you and your referred users passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Visitor
Public
5 days ago
Translation
I still haven't received a response from you. What's up? Thank you very much.
Automatic translation:
Public
Complaint Specialist
Public
4 days ago
Thank you for the screenshots. Am I correct in understanding that the casino confiscated the balance because one of the users you referred to the casino broke the casino's Terms and Conditions? If you have any further communication with the casino regarding the confiscation of your balance, kindly forward it to me.
Do you and the disqualified friend live in the same household, use the same internet connection, or the same device to access your casino accounts?
Public
Visitor
Public
4 days ago
Translation
Yes, in fact, he lives in the same place and we also use the same wifi.
Automatic translation:
Public
Complaint Specialist
Public
23 hours ago
Have you used the same device as well to access both of your casino accounts?
Casino Guru is examining the case
