Reached a milestone level, got an email that I have gotten a prize of 550€, but did not get it.

On Viphive, 1,5 months ago I reached a new VIP level, which had a cash reward of 550€ tied to reaching it, I got the email about the bonus, but the bonus did not materialize to my account, I went asking about in the live chat, and was told that it's been "forwarded to relevant department", asked again a bit later and was told that it was indeed not forwarded, but it would be forwarded now. Then again, asking about it was told they are "looking very hard into it", and that I should email their support, which I did and never got an answer. Their website also says that any disputes should be taken to a third party website which they link to, but that website had no idea about them, I also tried asking live chat about who the operator is, but they didn't answer me and just gave me random pre-typed answers.

That sounds quite frustrating, especially since you received an email confirming the €550 reward and have now been waiting for around a month and a half without a clear answer. ANyway, can you please share a link to the casino with me?

What makes this more concerning is that support apparently told you the issue had been forwarded, only for you to later find out that it hadn't actually been escalated at that point.

I would recommend keeping the email confirming the €550 reward, screenshots of the relevant VIP level, and your communication with support.

Considering how long this has already been unresolved, I think it would make sense to submit a complaint with us so our Complaints Team can review the case in more detail.

As for the third-party dispute service mentioned on the casino's website, I wouldn't rely on it unless it can be confirmed that they actually handle disputes for Viphive.

So, I'm not sure if I can actually submit a complaint, because I do not know who the operator is, the support chat doesn't tell me it and Viphive is not listed as an operator on your complaint form either.

Oh, let me pop in. As far as we know from numerous complaints, this is some kind of VIP room with, let's say, an unknown owner and the experiences have not been positive. It's basically one of the ways for operators to overcome account closures for addicted players. It's not a specific casino as far as we're concerned, but many casinos send their excluded players to this VIPHive.

Would you perhaps lodge a complaint against an unknown casino (the casino is not on the list option) and include the former casinos you played at in the description? Or maybe if you can trace any connection in your email. The thing is that we have a certain list, but it's based on other players' complaints, I'm afraid. Though I cannot promise help with the reward, it could be a chance to detect another possibly unfair practice or learn more about this Hive. 🙏

An update from the complaint team: we can accept the complaint if you can find the inviting email to this VIPHive that includes a specific casino name, particularly as a sender. Posido and RoboCat are two examples, but we anticipate that more operators will be involved.

Unfortunately I can't find the original invite email, I don't think I had self-excluded myself, I just had a long pause (maybe a month or so) from playing on certain casinos, probably Amunra was the one that email originally came from, but as I don't have the email then I assume that's it. I haven't had any other problems with the site, but this one is kind of annoying so at least they will lose my business 🙂.

I see. Well, that's unfortunate. Just as confirmed with the moderators, this site is not a casino but a VIP zone with an undisclosed provider or, let's say, owner; thus, our hands are literally tied up. Identifying the sender could have at least given us a starting point.

I'm truly sorry to bring such unfortunate news.

😐