The player from Germany met the wagering requirement of €1250 for a €250 loyalty bonus but faced refusal from the casino to honor the bonus, which then claimed an additional €1250 had to be wagered. He asserted that this was fraudulent and that the terms and conditions did not indicate any further wagering requirements. The player failed to respond to requests for evidence and communication with the casino, leading to the complaint being closed due to lack of cooperation. The complaint was closed without resolution but could be reopened if the player resumed communication.
ViperWin Casino - Player's bonus is being confiscated.
Closed
Our verdict
Player stopped responding
Amount: €1,250
ViperWin Casino
Safety Index:Fresh casinoCase summary
Discussion
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1 month ago
Translation
Hello,
I suffered several losses at the casino and received a €250 loyalty bonus as compensation, with a 5x wagering requirement – meaning I had to wager €1250. Only €50 of each bet counted towards the wagering requirement, but I still managed to meet it. The bonus indicator reached 100%, yet the casino is now refusing to honor it and is suddenly claiming that another €1250 needs to be wagered – this is fraud.
The terms and conditions also do not state anywhere that further sales are necessary.
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a screenshot of the Bonus Terms connected to this bonus?
- Could you also share any communication with the casino customer support informing you that you need to further wager the bonus? My email address is [email protected], or you may post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear danielgmuc,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminders, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
