VIP Casino Royal Support and Complaints Thread

Hi this is Sharon, representing VIP Casino Royal. VIP Casino Royal is a new online casino brand started its operations in march 2020. VIP Casino Royal is one of the renowned names in online gambling industry. If you are a real gaming enthusiast, it offers you more than just a normal online casino games.It is quite uncommon to find an online casino like VIP Casino Royal that you can trust in delivering high energy of entertainment along with exciting offers and prizes opportunities. No matters how high end and newer technologies we have used, But our basic motto has remained intact, which is to ensure that each casino player is satisfied with the end product and have a fabulous time while gambling with us.

I would like to continue with LCB and I will be available to resolve any issues related to our casino from players.

Hi Sharon, Welcome to LCB

Welcome to our community, Sharon!

Hello,

Can you send us an official email, so we can replace it in the system, because official mails are the only ones allowed for casinos on our forum.

Thank you 

Thank you for sending us the official mail. Welcome to our community!

Welcome to LCB, Sharon 

Welcome to LCB. it's nice to have you here.

I followed the directions I put all my information in I immediately went to sign in and they said my username or password was invalid I tried four times I have no idea what's going on or how to get in there will you please help me

Hello WillieD69,

We have just signed up, login and logout a several times with the same credentials, and works perfectly fine. Maybe you put a wrong login details or missed a letter. Everything looks fine from our end.

You can try the option "forgot password" and you will get a new code on your email that will help you to get in.
Let us know if it works. 

I signed up viproyalcasino on 10/28/2022. On 10/30/2022  I met the play through for the ndb chip.   I submitted a withdrawal. that was rejected for no KYC documents. After the first set of documents I sent was rejected. for being blurry  I sent the second set which was accepted on11/03/2022. I submitted two withdrawals on that day that were both rejected. I sent another one on 11/07/2022 which was also rejected. Contacted support and they confirmed that my account was verified. I submitted a fourth withdrawal request. Nothing has happened since then.   Chat support has "escalated" it twice. Three emails gave gone unanswered.    I have pretty much given up hope on getting that money. and would warn others to avoid this casino despite thier large NDB chip.

Hello richmcc1,

 Can you please send us your Casino Username via private message so we can get in touch with Casino Representative regarding your withdrawal.

Hey Sharon good to see someone from viproyal here. I hope you help me with my withdrawal issue

Hi  richmcc1,

Thanks for sharing your credentials. We will notify Casino Representative about your withdrawal and will let you know once we get some response. Keep us posted.

I just got an email from the casino, they said my withdrawal will be processed in the next two to 3 business days

thank you for your assistance

Hi  richmcc1,

So good news. Hope that it will be like they said. 

We will mark this case as Resolved.

Hi, I signed up yesterday and I am having difficulty verifying my email. I tried everything including whitelisting their support email and have received nothing in my email box. I tried about 5 times or so. I talked to someone via chat yesterday (I have a copy of the chat transcript) and the interesting thing about it was I able to verifiy my email with livechat.com which is a service they use but not with them  (the casino) directly.  Anyway, I wanted to get my account verified before I proceed with the KYC and withdrawal. Any help would be appreciated greatly. I did enjoy playing here for the first time I truly hope being a new casino they can smooth issues like this. I'm always on the lookout for new places to support.

~Thanks~

Hello groovechild,

Can you send us please your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

Hi Berks,

Thankfully they got back to me today and I am now email verified. If I have any other issues along the way I'll let you know.

~Thanks~

I appreciate it.

Hello groovechild,

So good news. If you have any issues with your account please let us know and we will do our best to help you. Enjoy your further entertainment. 

It has been four days since they said  they would process my withdrawal in two to three days. Once again they failed to do what they said and never contacted me or respond to mu emails.

I just sent this email with the subject  "Expecting withdrawal". I have no reason to expect at this point they will act or even respond to me.

On Sunday, 27 2022  you wrote:

Hello richmcc1,

Thanks for reaching out. We will notify Casino Representative about your delayed withdrawal in order to help you. Please keep an eye on this thread for any update.

I tried contacting support to see if I could get any answers. 

Ashley and Glenn the support representatives I dealt with. Had no idea the history of the account. Instead kep feeding me standard responses and questions on steps that I have already did.   Ashley on several occasions asked me questions that I already answered in previous  responses.  

Glenn was the same. I keep telling him not to make excuses for the withdrawal delay.  Which was not based on the history of my withdrawal attempt.  
 

I cannot recommend that anyone play at VIP Royal Casino.

Hello richmcc1,

Thanks for the update. We are also waiting for the response from the Rep, hope that we will get an answer as soon as possible. Please keep an eye on this thread.

Hello richmcc1,

We are still waiting for the response from the Rep. We will send them a reminder email in hopes that we will get an update as soon as possible. Please keep us posted.

I got an email saying that they will process my request as soon as I send them a valid bitcoin address. Which I have twice already.  But I snet it again

Their history tells me I will be lucky if I see it by next week

Hello richmcc1,

We hope that they will keep their word and that they will pay you as soon as possible. Please keep us informed.

Hello richmcc1,

We really hope that it will be resolved as soon as possible. Please keep us informed.

No word from the casino rep?

Hello richmcc1,

Unfortunately there is no response from the Rep thus far. We will notify them once again about this complaint in hopes that we will get the whole clarification. Please keep us posted.

Hi I'm back,

I submitted my KYC documents last week and haven't heard anything back yet. (ID and Utility B) Wasn't asked for this specifically but I have been following this particular thread and also the reviews people have been leaving so I was preparing myself for a potential  delay. I hope they do sincerely learn people's first impression is usually their last impression. I really do want them to succeed in winning people over with loyalty.  I also put in my withdrawal and uploaded my ID again. 

Thanks,

groovechild

Hi richmcc1, We have processed your withdrawal. Do let me know once you receive your funds. Thanks for choosing us💗

Thank you I appreciate you finally withdrawal, however the length of the withdrawal and the lack of the response I do not plan to ever play here.

Hi, I went on chat this morning to find out the status of my withdrawal. I don't think they check their emails. I had sent my documents last week planning ahead for this exact circumstance and I was still told that I had to submit documents to the same kyc email address that I already sent to which is clearly dated on my email records. 

Berks, I'm gonna to sent you Pm. I have a copy of the chat transcript from this morning.

Thanks,

Groovechild

BTW:  richmcc1, congrats to you.

Hello groovechild,

Sure, please send us those transcripts, and in the meantime we will notify Casino Representative about your case, which can be useful to speed up the process. Keep an eye on this thread.

Hi groovechild, your kyc is verified and you might have received email through our kyc team regarding this.

I did check my mail and have received the message regarding this, thank you. Hopefully the next step in the process with not be that long. 

-groovechild

Hey groovechild,

We are so happy to hear such a good news. Hope that you will resolve the whole issue very soon. Let us know please when it's done. 

Current Status:

I went on their chat last week and today, resent my btc address via email last week via chat request and I'm still waiting on my withdrawal. It seems like they are delaying it.

Hey groovechild,

We really hope that you will be paid as soon as possible. Please let us know when it's happened.

Hi Berks, If I haven't heard anything by Friday according to their timeline of 2-3 business days. I'll reach out to you again. Thanks I appreciate your help. 

Hi groovechild,

Your kyc has been verified and our team has responded to you on 9th December. and your withdrawal is on further review. 

This is the current timeline and situation:

11/30 sent KYC documents

12/9: Received reply saying my KYC was verified

12/10: talked to a male chat customer service rep asked about a withdrawal timeline, he told me I needed tosend a 34 char btc address to their email address. (done)

12/12: talked to a female chat customer service rep asked about a withdrawal timeline, she told me I'd get a reply back within 2-3 business days.

12/15: I got a reply back that my withdrawal request has been cancelled because the
required balanced at time of withdrawal needed to be at least $200 in order to cashout the $100. (Via their terms)

12/16 So I go back and re-read their terms and it does mention this and of course I felt a little bummed since I already made the wagering requirements, but I decided to go back to the casino and try anyway. I basically thought the hell with it and ended up getting lucky enough to reached the $200 threshold. ($202.50)

So I thought now I can finally withdrawal and it should be no problem now.  But no, the software says I need to upload my (KYC information) which they had already approved on 12/09. So this is now the current situation.

Any assistance would be helpful with this long saga.

Thanks,

Groovechild

Hey groovechild,

We will reach out again to Casino Rep with your update and forward it. Hope that you will get a reply here on the forum from the Rep. Please keep an eye on this thread.

I got no deposit bonus too and completed the waters and send all of my documents at VIP Casino Royal but have not get their respond since 2 weeks..

Hello rambofish,

Can you please send us your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

Hello rambofish,

We are still waiting for your credentials. Please send us  via private message to be able to reach out to Casino Rep in order to help you.

Current status:

I emailed support on 12/19 replying to their last email. They replied on 12/21 that the withdrawal team will review, verify and reach you at the earliest. So hopefully a reply from the casino rep now.

Hey groovechild,

Thanks for letting us know about the progress. Hope that they will stick to their word and pay you as soon as possible. Keep us informed.

Hello rambofish,

We will be closing this complaint due to inactivity of submitter.