VIP Lounge Complaint - resolved

[amatrine]

As you saw in my screenshot I won at Vip lounge yesterday. I have played there and lost all month and finaly won some back. Yesterday was thanksgiving and across the front page of the casino, was a banner that said reload bonus. I lived chatted and was credited the reload bonus. Before I took it, I searched the site for terms and conditions, and found that on reload it said you can only withdraw your net losses for that month.
I took the bonus. I won on it, and withdrew $660.00 dollars.
Today it was denied, they sais because I played video poker. There was no rule stating anywhere that you could not play video poker. I searched before I even took it. I also played and won most most on slots anyway, but its not the point. I just live chatted and they said that it was slots only, but there was NOTHING stating slots only. I looked at terms page for reloads and saw nothing like that. I am angry , I lost money there all month, and when I finaly win they take it away. The re said this is a managers decision and could not help me. Mabey VIPS rep can chime in and help me out. I rarley ever take a bonus, but on the reload I deposited 40 and thought what the heck. Thi si the first thime I have EVER been denied a withdrawl. In 4 years at inet I never had this problem. There were no terms posted slots only anywhere and I feel cheated. Im not a bonus abuser, and I consider myself a careful player in that i only play at respecte places, and check terms first. So I am very disapointed, and upset . Please help

Amatrine

[sancho]

I have played quite often at VIP Lounge and I am very surprised by your post.
I never had any problems with them and my wins were paid without any fuss.

In my experience, the way it works there is that there is one general set of rules for reloads. It's on their website here : http://www.viploungecasino.com/support-bonus-rules.html.

I have always assumed that, unless otherwise specified, those are the rules that apply and it worked out fine for me.

If this Thanksgiving promotion was an email offer and there were no specific terms mentioned, you have a very legitimate grudge.

[amatrine]

There was no email . This was flashing in the front page of the casino. I cliked on it , there were no terms . ( Thats why I searched the site) It took me to the live chat when I clicked on it. They credited me after I played the video poker in the first place, and didnt have a problem with it until I cashed out. I was very surprised to have it declined, and never in a million years expected anything negative with this casino.

Ama

[amatrine]

This is what I read on the terms page : Any wagering made in Bacarrat, Roulette, Craps or Sic Bo will not be counted towards your Rollover requirements . It also says this : Each promotion bonus with VIP Lounge will list all of its basic restrictions within the coupon description, but there are a few very simple rules to remember . There were no terms listed, so I went by these terms. This was not advertised as a slots only bonus.

Ama

[vinylweatherman]

I had a good look, and the opening paragraph describes how simple and easy the bonus system is. What crap!!! On further reading, there are several types of bonuses, free chips, and Gold Points, and each have different rules, and are on different areas of the website. There is provision to have specific bonuses, including those for specific games, but the terms are not given, but are said to be listed in the coupon description. If the coupon did not come with a description, they should be bound by the general rules for reload bonuses, which does not exclude VP. If they intended it to be slots only as stated, they should have made sure that this information was EASILY available at the point of redemption.
This casino needs to show how the information was made available at the point of redemption, or we could believe the casino management just made up new rules retrospectively to deny a withdrawal. A bit of a stupid management decision for a player who regularly deposits and loses!

[amatrine]

I cant find a contact on here for VIP lounge. I thought there was one?

The live chat has been no help . No manager to talk to, and I am being told I am the only one who has had this problem etc.....There was no coupon code, it was just flashing, it said click here to claim your thanksgiving reload bonus. I deposited, then clicked it to claim the bonus, that was credited after I lost my deposit.

How do I PAB? Never had to do that before.

Ama

[Mousey]

Originally Posted by amatrine

I cant find a contact on here for VIP lounge. I thought there was one?

The live chat has been no help . No manager to talk to, and I am being told I am the only one who has had this problem etc.....There was no coupon code, it was just flashing, it said click here to claim your thanksgiving reload bonus. I deposited, then clicked it to claim the bonus, that was credited after I lost my deposit.

How do I PAB? Never had to do that before.

Ama

I tend to get all these VIP casinos mixed up together, but I think this is the one you need... It's in the Contact List

VMSCasinos VIPcasinos.com VIPpoker.com 9th November 2006 Poker & Casino Product Manager

And here's the PAB http://www.casinomeister.com/problems.php

Good luck.
(And might I just say -- I hate bonuses at RTG casinos.)

[amatrine]

Somoene emailed me the managers email, so hoping to hear back, thanks.
Isnt VIP poker something different?

Thanks

Ama

[cipher]

If this is the type of Schlock behaviour that is to be expected from VIP they need to be banned from this and/or any other reputable site. Mind you I said IF.

Amatrine is a long time and respected poster on this forum and this should not be happening to him or anyone else for that matter. I really do hope this is some sort of mistake and that VIP will straighten this out without further delay.

Have a good one.

[amatrine]

Thanks. I am a girl though

Still waiting to hear from them.

Ama