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I have been waiting for my payout since April 24th. Despite numerous inquiries to support, it has been fruitless, even though their terms and conditions clearly state that payouts are processed within two days.

Yesterday, on April 29th, they told me I would receive the money today.

Of course, the money isn't there today. When I contacted support, they told me they needed more time because the withdrawal department was so overwhelmed.

This clearly sounds like fraud.

Ich warte jetzt seit 24ten April auf meine Auszahlung mehrere Anfragen beim Support alles sinnlos dabei steht ganz klar in denen ihren AGBs innerhalb 2 Tagen werden Auszahlungen bearbeitet.

gestern 29.4 wurde mir gesagt das ich das Geld heute bekomme.

natürlich ist heute kein Geld da Anfrage beim Support sie brauchen noch mehr Zeit weil die auszahlingsabteilung soviel zu tun hat.

das klingt ganz klar nach Betrug

Dear mm181726,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

No, that is not normal because I refer to the casino's terms and conditions, which clearly state under point 4.9 that every payout will be processed within 2 days

Nein das ist nicht normal da ich mich auf die AGBs des Casinos berufe in diesen steht ganz klar unter Punkt 4.9 das jede Auszahlung innerhalb 2tagen bearbeitet wird

I request that you intervene because I am verified, have not played with a bonus and everything is OK. I got free spins at wanted, won 1200€, lost 200€ again and had 1000 paid out.

Ich verlange von euch das ihr einschreitet da ich verifiziert bin mit keinem Bonus gespielt habe und alles ok ist ich habe bei wanted Freispiele bekommen in 1200€ gewonnen 200€ wieder verspielt und 1000 auszahlen lassen

Thank you for your reply, mm181726. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

No, that is definitely too long because it is clearly stated in the terms and conditions, just as the casino can refer to it, I can do the same, that is my right

Nein das ist definitiv zu lange da es ganz klar in den AGBs steht genauso wie sich das Casino darauf berufen kann kann ich das genauso das ist mein gutes recht

Dear mm181726,

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.

It is now claimed that I have violated bonus conditions.

In case of breach of this provision, the bonus and all winnings derived from the bonus will be forfeited.

This is exactly the passage I am referring to!!!!

The deposit of 70€ was after the bonus violation so the bonus should have been deleted from my account

Es wird jetzt behauptet ich habe gegen bonusbedingungen verstoßen.

Im Falle eines Verstoßes gegen diese Bestimmung verfallen der Bonus und alle aus dem Bonus erzielten Gewinne.

Genau auf diesen Abschnitt berufe ich mich!!!!  

Die Einzahlung der 70€ war nach dem Bonus Verstoß somit hätte der Bonus von meinem Konto gelöscht sein müssen 

Did the casino specify which bonus rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sent to you via email Kristina

Ging per Email an dich raus Kristina

Thank you very much, mm181726, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi mm181726,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Viggoslots Casino to the conversation to participate in the resolution of this complaint.

OK, I would really appreciate it if there was a peaceful solution and I didn't have to hire a lawyer

Ok super daran wäre mir sehr gelegen wenn es zu einer friedlichen Lösung kommt und ich keinen Anwalt bemühen müsste

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.

Certainly no statement will come from the bad casino, which alone shows how bad the work

Mit Sicherheit kommt von dem schlechten Casino keine Stellungnahme allein daran sieht man ja wie schlecht die Arbeiten

Dear mm181726,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter