Cheated by vivemoncasino.com [RESOLVED]

[cloudstr]

Good evening 

I really hope that someone here can help me because i'm very disappointed by how this casino has threated me. The fact are this:

on 26 november i do my last deposit the fourth deposit that day (i paste the report from my account on vivemoncasino.com)

Nov 26 2018 11:04:30 AM REAL_CASH_DEPOSIT 25 25.06 181126113839395170

Later the last deposit the operator say that because i deposited in total 100 euros he give me a bonus of 25 euros to play and if i reach the wadger i can withdraw bonus x25 (600 and more euros)

I won and two days later i request 400 euros (from report in my account)  Nov 28 2018 11:41:00 AM  REAL_CASH_WITHDRAW  400 181128113870428930
 

I wait to being payd and on 5 december they decline my payout (from report in my account)  Dec 05 2018 04:20:32 PM REAL_CASH_CASHOUT_REVERSAL 400 400.08 181205163988625060

Reasons ?  From the T&C of site 2.4.9 Vive Mon Casino reserve the right to choose Accounts with pending payouts randomly for an additional verification process.
 

The operator say to me that only i must wait 7 business days and after that i being pay. Ok i wait... Today they decline my payout and says that i LOST MY 400 EUROS .. The reason ?  are passed more of 5 days after my last deposit and they cannot pay money won from bonuses if more of 5 days passed. (from my report on my account)

Dec 19 2018 10:30:44 AM REAL_CASH_CASHOUT_REVERSAL 400 400 181219104194287520

Look how many days they taken to this additional verify process.

And now i'm very very very Angry. Because these days passed because the additional verification process chosen by the casino ... It's not my fault 

and i want my 400 euros honestly won.

Please help me  My account on vivemoncasino.com is cloudstr1234

 

[Admin]

Hello cloudstr, 

Thank you for reporting this issue. We're sorry to hear about your experience and we've forwarded your post to the casino. 

We'll update you the moment we have an answer.

OCR Moderator 

[CasinoRep]

Hello, 

 

We hope this message finds you well.

Please note that we have looked into it and found that indeed, the reason why your latest payout request has been declined is due to the fact that you are trying to cash out from a free chip and you need to have at least one deposit made on the account in the last 5 days before making the payout request. 

The winnings are not lost, the withdrawal request has only been declined, so the funds were still on the account. Keep in mind that since the winnings were issued from a free bonus, you will be able to cash out the amount of 100, as per your current VIP Level, according to the Bonus Rules page. 

We noticed that you have already made the deposit on your account and made a new payout request, so it will be reviewed by the Accounting team as soon as possible. 


Kind regards,

The Vive Mon Casino Team

[cloudstr]

Thanks 

 

[cloudstr]

Upgrade they send me this email

Please note that your payout request for 100 via Ecopayz was approved. it will take up to 5 Business days for the payment to reach you, but please bare in mind that it might be a delay, due to the Christmas holidays.

Have a good day!
Kiera

So they give me only 100 euros.... this is crazy

[Admin]

On 12/21/2018 at 11:11 AM, CasinoRep said:

Hello, 

 

We hope this message finds you well.

Please note that we have looked into it and found that indeed, the reason why your latest payout request has been declined is due to the fact that you are trying to cash out from a free chip and you need to have at least one deposit made on the account in the last 5 days before making the payout request. 

The winnings are not lost, the withdrawal request has only been declined, so the funds were still on the account. Keep in mind that since the winnings were issued from a free bonus, you will be able to cash out the amount of 100, as per your current VIP Level, according to the Bonus Rules page. 

We noticed that you have already made the deposit on your account and made a new payout request, so it will be reviewed by the Accounting team as soon as possible. 


Kind regards,

The Vive Mon Casino Team

 

Thank you Vive Mon Casino Team for taking the time to help remove this issue.

[Admin]

On 12/22/2018 at 12:47 PM, cloudstr said:

Upgrade they send me this email

Please note that your payout request for 100 via Ecopayz was approved. it will take up to 5 Business days for the payment to reach you, but please bare in mind that it might be a delay, due to the Christmas holidays.

Have a good day!
Kiera

So they give me only 100 euros.... this is crazy

 

Thank you for sharing this.

Cashout winnings from bonus funds are usually connected to the T&C and WR policy, this is a standard on the majority of the casinos, and by reading the Casino rep. respond it seem like that the cash-out request was dont before WR were met.  

 

[cloudstr]

I know but the operator say to me when he give me the money that i can withdraw bonus x 25 .. not only 100 euros.