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 It's on their website here : Outdated URL (Invalid).

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]

Re

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]

Re

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]

Dodgy Casino?

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]

Re

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]

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 https://www.casinomeister.com/player-arbitration-pab/

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

 

[amatrine]

Re

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]

Re

Thanks. I am a girl though

Still waiting to hear from them.

Ama

 

[Pinababy69]

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.

I couldn't agree more Cipher. When someone has been around for four plus years, and never posted a complaint before, I tend to give it a little more weight than first time posters. That may be wrong, but I'm just so skeptical of some of the complaints I read on here. Alot of people on here forget that for every evil casino, there are many evil players as well.

I hope this gets resolved for you Ama. And just for clarification this is viploungecasino.com, the newest RTG offering. This is NOT vip.com (Casino, Sportsbook and Poker) who have been around for years...and who IMO are one of the best casinos out there.

 

[vinylweatherman]

VIP Lounge

This is not related to VIP Casinos, I found this on the about us page.

VIP Lounge Casino is the most prestigious online casino in the world. We are completely dedicated to making the VIP Lounge experience the most exciting experience online. VIP Lounge Casino is owned by Weststar Accounting Limited , located in 19 Kingston Road, Shirley, SO15 3DB Southampton, GB.

Location is marked by the star.

This is not exactly the best part of town Seems a funny place for "the most prestigious online casino in the world".

Looks more like a maildrop, or a holding company holding the business for an unnamed beneficiary.

While not the best part of town, it is by far the WORST place for a casino to have it's registered office and try anything "funny" with me

 

[me_and_ed]

I am actually getting a little nervous about them, I do play quite frequently but as of late they have been very aggresive with bonuses, to me a sign there may be trouble on the horizon.

 

[GrandMaster]

This is not related to VIP Casinos, I found this on the about us page.

VIP Lounge Casino is the most prestigious online casino in the world. We are completely dedicated to making the VIP Lounge experience the most exciting experience online. VIP Lounge Casino is owned by Weststar Accounting Limited , located in 19 Kingston Road, Shirley, SO15 3DB Southampton, GB.

Location is marked by the star.

This is not exactly the best part of town Seems a funny place for "the most prestigious online casino in the world".

Looks more like a maildrop, or a holding company holding the business for an unnamed beneficiary.

While not the best part of town, it is by far the WORST place for a casino to have it's registered office and try anything "funny" with me

The information from Companies House is not very reassuring either:


Name & Registered Office:
WESTSTAR ACCOUNTING LIMITED
19 KINGSTON ROAD, SHIRLEY
SOUTHAMPTON
HAMPSHIRE
SO15 3DB
Company No. 04856156


Status: Active
Date of Incorporation: 05/08/2003

Country of Origin: United Kingdom
Company Type: Private Limited Company
Nature of Business (SIC(03)):
7487 - Other business activities
Accounting Reference Date: 31/08
Last Accounts Made Up To: 31/08/2005 (DORMANT)
Next Accounts Due: 30/06/2007
Last Return Made Up To: 05/08/2005
Next Return Due: 02/09/2006 OVERDUE

 

[The Dude]

This is one of the "Virtual" casinos Link Removed (Old/Invalid)

I'm in direct contact with their general manager to resolve any outstanding issues. Please PAB and I'll get him to look at this.

 

[Zoozie]

This is one of the "Virtual" casinos Link Removed (Old/Invalid)

Thanks for the info. I did not know that but I had a feeling it was a little fishy.

They mailed me several decent bonuses and I read the T&C and decide to give
it a try. I made two withdrawals, but they did take 6-7 days each. So I did get paid though I played VP. The coupon said only BJ was not allowed.

A funny thing is that when I just signed up there and was checking out their VP, I noticed only the single line JoB was full pay. This is often the case at RTG casinos. So I started on JoB to clear the bonus. After about 1 hours play I was booted and had to reload the casino. When I logged back in they had changed it to 8/5 JoB as all the multi-line JoB
It was 1 month ago I think and I believe the casino had recently opened.

It is the first RTG casino I have played at where they disabled the wagering requirement for the players to see. This was one of the strengths of RTG software and the only reason to disable it is to claim players have not wagered enough.

Zoozie

 

[amatrine]

Re

They are part of virtual? I had no idea , wow. Yeah I filled a PIB last night. You should have whereever it gets sent to when I hit enter. Thanks so much Bryan I must have confused with them with the other VIP.

Ama

 

[me_and_ed]

This is one of the "Virtual" casinos Link Removed (Old/Invalid)

I'm in direct contact with their general manager to resolve any outstanding issues. Please PAB and I'll get him to look at this.

Now that is good info, thanks, I am usually up on this.

 

[amatrine]

re

Hi,

Just want to let everyone know that the manager emailed me, was very nice, and fixed the situation and placed the money back in my account.

I will update when it has been credited to my instadebit.. Appearntly there was an email that stated the bonus terms, that actualy had bonus codes to use that had these restrictions, but where I saw the promo was on the front page of the casino itself that did not list coupons, just a redirect to live chat.
I had never saw an email. He said he would talk to the operators to make sure that any terms are specified when someone claims a bonus this way.

Thankyou Chris for taking care of this, and thankyou everyone for listening.

Ama

 

[VIP_Lounge_Mgr]

Problem has been resolved

Dear Casinomeister Members,

This is Christopher DiAngelo with the VIP Lounge Casino. I have just gotten word of this incident from <b>amatrine</b> directly and sent her a reply on it. I have pasted this reply for you all below. I hope this will help to clear up all confusion for everyone here...

Dear amatrine,

I have looked into your account as well as the post that you directed me to on Casinomeister. This withdrawal had been denied by me as you did not meet the requirements associated with the bonus that you redeemed. I have posted the link for the actual mail that we sent out with these Thanksgiving Specials for you below...

Outdated URL (Invalid)

I have also looked into the chat session that you had with our representitive Samantha on Thanksgiving. I have pasted that for you below..

Chat start time 20:30:40 11/23/2006

info: Your VIP Lounge Casino Issue ID for this chat is XXXXXXXXXXXXX.
[21:02:23] amatrine: Hi, I emailed a few hours earlier about the reload bonus advertised on the front page and then made a deposit, but havnt heard back or recived the bonus.
[21:03:42] Samantha: Ok Let me check your account
[21:04:24] Samantha: Ok, I'll give you the bonus on the last deposit
[21:04:36] amatrine: ok thanks

Unfortunately, it looks like she did not even discuss the bonus that she was going to place in your account with you. I am very sorry for this and am going to make it right. I have placed the $640.00 back in your account and you are entitled to withdraw the full $660.00 that is in there now. I cannot request XXXXX withdrawals for you manually, so you are going to have to go back into the casino and request it yourself from the cashier. I will try to make sure that this withdrawal is paid out to you as quickly as possible and that you will have no other problems with our casino from this point forward. I will also be speaking with Samantha about the importance of being clear on all promotions that are offered with us.

Thank you very much for your patience in this matter and I would like to the take the time to apologize to you again. If there is anything else that I can do for you in the future, please let me know. Have a wonderful day and congratulations on your win.

Best wishes,

Christopher DiAngelo
VIP Lounge Manager
Toll Free: 877-767-6929
Email: chris@viploungecasino.com

 

[vinylweatherman]

A better response

This is better.
However, why are the details at companies house so "dodgy looking". This seems to be the case with a few casinos with offices in the UK. This is no laughing matter, Weststar accounting are in breach of UK company rules if they are still trading, as seems the case.
Many players here have the wit to look up these details, and it is best for casino operators to ensure that everything is up to date.

As for the casino,
Why are these coupons on the banner within the lobby if they are e-mail specials? Surely this is asking for the kind of misunderstanding.
The link shows the two coupons, but there is still no detailed terms. The 25% one seems to have NO game exclusions, but the 50% one says slot machines only (which is at least clear).

Why is the wagering outstanding missing from the cashier?

Why did a player get booted off from single line J or B VP and log back on to find the paytable altered - this is by far the most "dodgy looking" action, and is tantamount to rigging the games.

Other RTG casinos are guilty of some, or all, of these shortcomings.

Lastly, how come you are based in the UK, operating online casinos will not be legal till September next year? (Or am I right to assume this is just a maildrop address, and the company is not really there at all).

 

[cipher]

Thanks. I am a girl though

Still waiting to hear from them.

Ama

My apologies Ama.

I'm really glad to see that this situation was worked out to the satisfaction of all concerned and Kudos to the VIP management for taking the Bull by the horns (just a figure of speech AMA) in getting this situation rectified in a straight forward manner.

Have a good one.

 

[amatrine]

Re

No problem Cipher

I just got paid to my account , so all is good

Thanyou

Amatrine