AVOID vipcasinoclub.co.uk (st.minver)

[tristan727]

Nothing has worked here all year - none of the bonuses convert properly, emails do not get sent or received (& it ain't an address issue, as changed from gmail to my broadband supplier's but neither worked), and when you call up customer support they cannot do anything other than advise you to, guess what, send an email. And when that fails they promise to email the relevant team, as of course is out of their hands, and to cc' you.

Whether or not this place is a sham or not, who knows - but for sheer unconcerned incompetence, look no further - c.s. bloke even claimed to me that everything works absolutely fine, very strong controls & communications - so they're living in cloud la-la land, unable to get proper feedback it would seem.

rant over, for now.

[vinylweatherman]

Nothing has worked here all year - none of the bonuses convert properly, emails do not get sent or received (& it ain't an address issue, as changed from gmail to my broadband supplier's but neither worked), and when you call up customer support they cannot do anything other than advise you to, guess what, send an email. And when that fails they promise to email the relevant team, as of course is out of their hands, and to cc' you.

Whether or not this place is a sham or not, who knows - but for sheer unconcerned incompetence, look no further - c.s. bloke even claimed to me that everything works absolutely fine, very strong controls & communications - so they're living in cloud la-la land, unable to get proper feedback it would seem.

rant over, for now.

VIPcasinoclub

Bit of a mouthful of a name - I would avoid it on that basis alone, the name is overkill, just too many "VIP" and "Club" around, worse that having "Vegas" in the name

[tristan727]

Oh well - after finally solving the email probs - finally got to the brunt of the problem. Basically the list of allowed games on both the website (signup bonus) & my email invite are completely different to what they allow, & hence what their computer counts as wagering.

They tried to say it was because their website was under construction & not been updated - but the fact is the website has stated these terms for at least a year now, and 'website construction' (no evidence of any changes or construction on their site) - has nothing to do with email invites.

Sadly they stopped replying to me, for 5 days now - and the £50 bonus will not be honoured, despite meeting all the terms & losing £250 or so in the process.

All the support has been handled by St.Minver from what I can gather by the way - so not just vipcasinoclub.co.uk.

It's really a straight-forward case this one, no shades of grey or confusion about other issues - simply that they will not honour the terms of the email invite, and when I actually made the attempt to explain to them the distinction & pursue the issue....they strangely went from replying back to every email, to none now.

Email Invite

3. Game play on Black Jack, Roulette, Sic Bo, Baccarat, Stud Poker, Paper Scissors Stone and Paper Scissors Stone Gold will not count toward meeting the wagering requirement.
4. St Minver’s Management decision is final.

C.S.'s response about terms

We can confirm that there are a limited number of games that add to your
wagering handle.

Please find below a list of the games that are operational with bonus and count
towards the wagering requirement.

Atlantis, Flamin Eights, Fruit Salad, Grow Me The Money, Horror Show, Lunar
Lander, Money Wheel, Monte Carlo Millions, Roll Em Baby, Scratch Card Atlantis,
Super Strike, Tropical Fruits

[DiamondGeezer]

Has anyone tried going to the regulator about this? They are based in Gibralter. St Minver used to be good too. Looks like another group is heading bad.

[tristan727]

Yeah, I googled & dug up the relevant Gibraltar application forms, websites etc. - then emailed Sunday both st.minver & vipcasinoclub email addresses informing them of my intentions for this week, should there be no resolution or reply that made any sense - but not heard back.

I also tried calling few days ago the (english) chap who'd been 'dealing' with the issue, & always picked up the phone whenever I called previously- but unfortunately he's left the company, and was re-routed & informed of this by some far-east call centre, with a crackling line & barely discernible english accent. As it was obvious it would take 5 minutes just to get my username spelled out correctly - I declined the chance to explain all.

Actually they have emailed me regularily recently...today I was informed that it is 'Top-up Tuesday, 100% more for your money' & last Sunday I was told to 'Get in for the Winning Olympic Challenge'.

[GaryWatson]

tristan, why has it taken all year to come to a conclusion? Im not being critical but it seems you have been getting a raw deal. You are based in London. You do not need to risk your money on unreasonable sites.

You may have been lured back with the offer of bonuses but im sure you could have found what you were looking for elsewhere. I can understand US players having issues but you have more options open to you.

[jetset]

Whilst it's true that one rarely hears complaints about St. Minver managed white labels, if these people are ignoring you and your legitimate complaint you should lodge a complaint with the Gibraltar jurisdiction without further ado.