Viggoslots Casino - Pelaajan voitot mitätöitiin.

Hello,

i used 100% bonus wager free. Unknowingly used Sweet Bonanza slot after winning big on a slot I got to play.

now you have wiped out all the winnings and kept the winnings and just put the deposit amount back into my account.

why can't they just take the prize from sweet bonanza? Is this all legal?

Hallo,

ich habe 100% bonus wager free verwendet. Habe unwissentlich Sweet Bonanza Slot verwendet nach meinem großen Gewinn bei einem Slot was ich spielen durfte.

nun haben Sie den kompletten Gewinn gestrichen und haben den Gewinn behalten und nur den Einzahlungsbetrag wieder auf mein Konto gegeben.

wieso können sie nicht den Gewinn einfach von Sweet Bonanza nehmen? Ist das alles so rechtens ?

Hello husic4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Viggoslots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Do I understand it correctly that you played a restricted game while you had a bonus active? What was your balance before you played Sweet Bonanza?

Looking forward to your answer.

Regards,

Nick

Hello,

I only verified myself after winning. I was unknowingly playing a restricted game. I had over 2000 euros balance where I played Sweet Bonanza. I had already made my profit without Sweet Bonanza.

Many thanks for your help

Hallo,

ich habe mich erst nach dem Gewinn verifiziert. Ich habe unwissentlich ein eingeschränktes Spiel gespielt. Ich hatte über 2000 Euro Guthaben wo ich Sweet Bonanza gespielt habe. Mein Gewinn hatte ich vorher schon erzielt ohne Sweet Bonanza.

Vielen Dank für Ihre Hilfe

Dear husic4,

The casino should prevent the player from playing a restricted game and shouldn't void any winnings for it. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello husic4,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Viggoslots Casino to the conversation to participate in the resolution of this complaint.

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’.

Hello,

then good luck. I'm curious. Unfortunately, judging by the history here, this will not be of any success. But I let myself be surprised

Hallo,

dann mal viel Erfolg. Bin gespannt. Nach der Historie hier zu urteilen wird das leider von keinem Erfolg sein. Aber ich lasse mich überraschen

Dear husic4,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (https://validator.antillephone.com/validate?domain=www.viggoslots.com&seal_id=839ffd25064192d585a7cbb96bb68db1a5097458f49ff8df5a53fb995aae86ece8cb8775c1de46ba4cd947efc4b8fb00&stamp=ee0cf95f834d711d705d7e2f179713df) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter