Viu-viu Casino - Player's bonus has been confiscated.

I used the deposit bonus at this casino.

After increasing the €100 bonus to €700, the bonus suddenly disappeared.

Support claims they excluded me from the bonus.

While excluding users from bonuses may be the casino's prerogative, such exclusions should only apply after notifying the user.

Offering a deposit bonus, getting users to deposit, then wiping the bonus once it's grown to a level where cashing out is certain is far too arbitrary.

I demand severe punishment.

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Dear andandjonnyx,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Viu-viu Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you finished wagering of this bonus?
• Have you been asked to do your KYC verification, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I've been playing for several months.

KYC has been completed.

My bonus was suddenly cleared before the wagering requirements were met.

Dear andandjonnyx,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Viu-viu Casino for their help in resolving this complaint. We would like to know why the player's bonus was confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter,

Please check your email. A detailed response has just been sent regarding this matter.

Respectfully,

Viu-viu Casino Representative

Please don't exclude me from the conversation.

Please post it here too to make sure it doesn't become information that benefits the casino.

Dear Viu-viu Casino representative, I have responded to your email, and I await your response!

Dear andandjonnyx, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear andandjonnyx, The casino has provided us with information regarding the bonus, indicating that it was a Tuesday special promotion that expired if not used within one day. According to your betting history, you concluded play for the day while the bonus had not yet been fully wagered, and it was therefore confiscated the following day in accordance with the promotion’s terms and conditions.

While we understand your concern that the wagering time may not have been sufficient, casinos are entitled to set the parameters of their promotional offers as they see fit. Unfortunately, we are unable to intervene in this matter.

As such, we have to reject your complaint. We are sorry we could not be of more assistance on this occasion. Please do not hesitate to contact us again should you encounter any issues with this or any other casino in the future.

Kind regards,

Peter

We’ve reopened this complaint at the request of andandjonnyx.

Dear Viu-viu Casino representative, I have dispatched an email requesting further clarification on the matter, as the player has rightly pointed out discrepancies in the reasoning of the confiscation. I will await your response!

Dear andandjonnyx, The casino has reconfirmed that the bonus was valid only during the specified day, and their system automatically removed it at 00:00:11 on the following day in accordance with the preset configurations and the stated bonus terms, as this was not a manual deduction. You previously mentioned that you had received a similar bonus in the past that remained active for a full 24 hours rather than for the duration of the outlined day. To better understand any discrepancies and provide a thorough review, could you please share more details about that experience? Your insight would be greatly appreciated.

It was only recently that the casino bonus terms specified a deadline of Tuesday only.

As evidenced by the screenshots I have already submitted, at the time I used the bonus at the end of September, there was no such statement in the Terms of Use or on the bonus tab.

In other words, the casino changed its bonus system but forgot to add that information to the terms and conditions or promotions section.

https://viu-viu.com/policy/bonus/

We hereby submit our current bonus policy as evidence that the casino has failed to include it in its terms and conditions.

If the casino bonus had been valid only for the day it was issued from the start, this page would also state that, but there is no such indication.

In other words, the casino continues to neglect adding this to its bonus policy even now.

Given that such a casino is making such mistakes, it's hardly surprising that it would be late in posting the promotion.

Thank you for the update andandjonnyx. The casino also provided the following screenshot of the bonus conditions at the time of taking the bonus.

As you can see, the highlighted terms state that the bonus is only valid on Tuesdays. Thus, it is in fact stated in the bonus terms and conditions as we recommend casinos to do.

Yes. However, that description was added very recently and did not exist at the end of September when I earned the bonus.

Additionally, it is not stated in the bonus terms and conditions.

The rule stated here is that the period during which you can activate the bonus is on Tuesday.

As you can see, the time limit after activating the bonus is stated as 24 hours.

Dear Peter,

So, let's summarize what we have from the casino's side:

- the clear explanation with evidence directly linked to the player's gaming log;

- the bonus terms on the website clearly indicate that the lifetime of the bonus is one day only, and it's Tuesday only;

- other weekly bonuses follow the same principle — their lifetime is limited to Thursdays or weekends only. These conditions have been in effect from the moment the bonuses were set up and have never been modified;

- the bonus balance was automatically removed within the first seconds of the next day, in full accordance with the terms published on the site and the original bonus preset;

- 24 hours? I don't see any information anywhere about 24 hours. What I do clearly see is the word "Lifetime" and "Only on Tuesday";

- the confirmation that the player used a similar bonus a week later and had no issues, as it was fully wagered during Tuesday.

What do we have from the player's side? A screenshot that cannot be accepted as evidence, as it can be very easily edited, that's it.

Our support team operates 24/7 and is ready to explain the bonus terms at any time. However, the player prefers to make deposits without checking the conditions and then file complaints on CasinoGuru when the bonus terms do not match his expectations.

Respectfully,

Viu-viu Casino Representative

If a 1 day isn't 24 hours, then what on earth is it?

The Terms of Use clearly state 1 day, as far as I can tell.

If you claim to have edited the screenshot, then anything goes.

In other words,The casino can no longer deny suspicions that they've tampered with the terms of service, but is that acceptable?

https://viu-viu.com/policy/bonus/

To begin with, the screenshots I submitted merely show a portion of the casino's current terms of service.

It appears that no updates have been made since July 2023. If the bonus had been applied from the moment it was set, it should be documented here.

However, it does not exist. This is evidence that the casino changed the conditions midway and forgot to update its bonus policy.

Thank you for the clarification Viu-viu Casino representative.

Dear andandjonnyx, While we fully understand your frustration regarding this situation, we must clarify that our role is not to provide legal interpretation of terms and conditions. Instead, we act as neutral mediators between casinos and players.

It is reasonable to expect that a Tuesday bonus is intended to be valid only on Tuesday. The casino has provided evidence that the bonus expired automatically at midnight in your local time, indicating that the system is configured to function in this manner. Although we understand that this outcome is disappointing for you, we have found no indication that the casino acted unfairly or contrary to the principles of fair gambling.

For these reasons, we have to reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter