Viggoslots Casino - Pelaajan voitot on takavarikoitu.

Dear Casino.Guru Team,

I would like to file an official complaint against Viggoslots.

Background:

I activated a bonus on Viggoslots and won €1,000 with compliant €5 spins.

Unfortunately, the casino withheld all of my winnings, arguing that I had bet above the maximum allowed bet of €5 on a few spins.

These higher bets were loss-making and had no impact on the winnings. My main prize was achieved entirely with compliant bets.

Casino behavior:

Viggoslots strictly refers to the terms and conditions and the max bet clause.

My request for my complete game history (GDPR Art. 15) was not specifically addressed; instead, I was simply referred to the general privacy policy.

The confiscation of the entire profit appears disproportionate and non-transparent.

Financial support:

Payment of my legally earned winnings of €1,000.

Disclosure of the full course of play during the relevant period.

I request Casino.Guru's assistance in reaching a fair resolution. I can provide all documentation (screenshots, emails, bank statements).

Thank you for your support.

Sehr geehrtes Casino.Guru-Team,

ich möchte hiermit eine offizielle Beschwerde gegen Viggoslots einreichen.

Hintergrund:

Ich habe auf Viggoslots einen Bonus aktiviert und mit regelkonformen 5 € Spins einen Gewinn von 1.000 € erzielt.

Leider hat das Casino meinen Gewinn vollständig einbehalten mit der Begründung, ich hätte bei einigen wenigen Spins über dem erlaubten Maximal-Einsatz von 5 € gespielt.

Diese höheren Einsätze waren verlustbringend und hatten keinen Einfluss auf den erzielten Gewinn. Mein Hauptgewinn wurde ausschließlich mit regelkonformen Einsätzen erzielt.

Verhalten des Casinos:

Viggoslots verweist starr auf die AGB und die Max-Bet-Klausel.

Auf meine Anfrage nach meinem vollständigen Spielverlauf (DSGVO Art. 15) wurde nicht konkret eingegangen, stattdessen nur auf die allgemeine Datenschutzerklärung verwiesen.

Die Einziehung des gesamten Gewinns erscheint unverhältnismäßig und intransparent.

Forderung:

Auszahlung meines rechtmäßig erzielten Gewinns von 1.000 €.

Offenlegung des vollständigen Spielverlaufs im relevanten Zeitraum.

Ich bitte um Unterstützung durch Casino.Guru, um eine faire Lösung zu erreichen. Ich kann sämtliche Unterlagen (Screenshots, E-Mails, Kontoauszüge) zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

Hello,

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

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

• Could you please explain how many bets above the maximum you placed to your knowledge?
• Did the casino specify the extent to which you breached the rules, or give any examples?
• Have you played games in which you activated bonus features?
• Could you please share with me your communication with the casino regarding the issue, including your requests to receive the game history from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

Thank you for your feedback and interest in my case. I'm happy to answer your questions:

To my knowledge, I have placed approximately 1-5 bets above the maximum allowed bet of €5.

However, these bets were loss-making and had no impact on the €1,000 win I later achieved with legally compliant €5 spins.

The casino has only provided me with a single spin (€20 bet on August 29, 2025, at 12:04:32 AM CET). I was not provided with any further details or a complete overview of the alleged rule violations.

I played slots normally and also used bonus features, but always within the permitted €5 spins when it came to actual winnings.

I've already asked the casino several times to release my full gaming history (citing my right to information under the GDPR). Instead, they simply referred me to their general privacy policy and didn't provide any specific data.

I am enclosing my previous communication with the casino (emails) and screenshots that document the process in the attachment/via email.

Thank you for your support in this matter.

vielen Dank für Ihre Rückmeldung und Ihr Interesse an meinem Fall. Gern beantworte ich Ihre Fragen:

Meines Wissens nach habe ich ca. 1–5 Einsätze über dem maximal erlaubten Einsatz von 5 € getätigt.

Diese Einsätze waren allerdings verlustbringend und hatten keinerlei Einfluss auf den Gewinn von 1.000 €, den ich später mit regelkonformen 5 € Spins erzielt habe.

Das Casino hat mir bisher nur einen einzigen Spin (20 € Einsatz am 29.08.2025 um 00:04:32 CET) genannt. Weitere Details oder eine vollständige Übersicht der angeblichen Regelverstöße wurden mir nicht mitgeteilt.

Ich habe ganz normal Slots gespielt und dabei auch Bonusfunktionen genutzt, allerdings stets im Rahmen der erlaubten 5 € Spins, wenn es um den eigentlichen Gewinn ging.

Ich habe das Casino bereits mehrmals um die Herausgabe meines vollständigen Spielverlaufs gebeten (unter Hinweis auf mein Auskunftsrecht nach DSGVO). Stattdessen haben sie mich nur auf ihre allgemeine Datenschutzerklärung verwiesen und keine konkreten Daten bereitgestellt.

Im Anhang / per E-Mail an Sie übersende ich Ihnen meine bisherige Kommunikation mit dem Casino (E-Mails) und Screenshots, die den Ablauf belegen.

Vielen Dank für Ihre Unterstützung in dieser Angelegenheit.

Thanks for your reply.

I read the bonus terms and found this explanation:

2.10.7.The bet amount on games with the "Buy Bonus" or "Buy Feature" option is calculated as the total cost of the spin, not the bet value of the game or round in which the feature or bonus is activated. For example, on Money Train with a €1 bet, the Bonus Buy is 80x (€80), so the bet for that round is €80.

A similar approach is commonly used in online casinos. Please be aware that the price of bonus features is often above the maximum bet, even with the lowest bet setting. I suggest you pay extra attention as this rule can easily be breached.

At this stage, we would ask the casino for detailed records to confirm allegations; however, this particular casino adopted a 'no-reaction policy' towards our complaint resolution center.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Viggoslots Casino. I wish I could be of more help. 

The casino can reopen this complaint at any time.