VivatBet Casino IE - Player’s winnings are wrongfully capped.

Subject -Complaint against Vivat Bet Casino – Winnings Wrongfully Capped

Dear Casino Guru Team,

I would like to file a complaint against Vivat Bet Casino regarding unpaid winnings and misleading bonus terms.

I made a €300 deposit at Vivat Bet Casino and received a €300 welcome bonus. After fully completing the wagering requirements, I legitimately won €1,949.50.

However, this amount has not been credited to my casino balance. When I contacted the casino’s support team to inquire about the missing winnings, I was informed that my winnings are capped at a maximum amount equal to the bonus received, which was €300.

The issue is that there is no mention anywhere in the casino’s Terms and Conditions or bonus rules stating that the maximum win is limited to the bonus amount or capped at €300. At no point prior to accepting the bonus was I informed of such a restriction.

I believe this is a clear case of:

Applying undisclosed or non-existent bonus rules

Withholding legitimate winnings after wagering requirements were met

Unfair and misleading bonus conditions.

I am requesting Casino Guru’s assistance to help recover my full winnings of €1,949.50.

I have attached the screenshot showing the balance after wagering.

Thank you for your time and assistance.

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,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VivatBet Casino IE.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino justify the capping of your winnings, citing any terms and conditions found on the website?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day Tomas,

I have forwarded the email to you. The casino gave an explanation in the email, although it is nowhere to be found in their terms.

Dear BrickmanLee,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear BrickmanLee,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the VivatBet Casino IE and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a VivatBet Casino IE representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a VivatBet Casino IE representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 BrickmanLee,

I have repeatedly tried to contact the VivatBet Casino IE but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the official regulator and submitting a complaint.

You can find more information on how to properly submit a complaint to the regulator in this article.

I am sorry I could not be of more help on this occasion.

Best regards,

Igor

We’ve reopened this complaint at the request of VivatBet Casino IE. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear BrickmanLee,

The casino has requested to reopen with the following message.

Could you please provide your feedback on this matter?

Additionally, please feel free to share any relevant information. Thank you for your assistance.

Dear BrickmanLee,

We have carefully reviewed your account activity, the bonus applied, and the associated promotional terms.

We would like to point out that the information you provided regarding the absence of any mention of a winning limit on the welcome bonus is incorrect. We are sorry if this caused any misunderstanding.

As outlined in the promotion Terms & Conditions available at the time of acceptance (https://vivatbet.ie/en/bonus/casino/promotions/slot_first_deposit), the first deposit bonus under the Casino Welcome Offer consists of a 100% deposit match up to €300, along with 30 Free Spins on the game Fruityliner Joker.

The terms also clearly state that the maximum amount that can be redeemed from the bonus is limited to the value of the bonus credited, in your case, €300. Any winnings above this limit generated while wagering the bonus funds are removed in accordance with these terms.

Upon completing all wagering requirements, the maximum redeemable amount of €300 was transferred to your real balance and is available for withdrawal, subject to standard account verification.

This information was also provided to you in full by our support team. Should you have any additional questions, we will be happy to answer them.

Kind regards,

Emily

VivatBet Ireland Team

Dear BrickmanLee,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, 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,
Igor
Casino.Guru