Vivadice Casino - general discussion (page 2)

6 hours have passed, no one has answered me...

The casino looks deserted...

the casino solved the problem, sorry :)

Hi,

We have just finished resolving your bonus confusion.

During registration, you selected the 100% bonus, not the 200% bonus!

We have proof in our system showing when you clicked, activated, and confirmed your choice.

We had to wait for approval from the financial department to cancel your old bonus and apply the one you actually wanted, which is why it took some time to resolve your case.

Since you personally selected the 100% bonus, we hope you're happy now that we have granted you the bonus you originally wanted but did not select. 😊

Best regards,

Sorry, I was wrong

Overall, the casino really helped and solved the problem.

Hi,

Apologies for the wait, but the mistake was made on your side when you selected the wrong bonus, and we have done our best to assist you and resolve the issue as fairly as possible.

From what I know, you have already been granted the 200% bonus + 75 Free Spins.

You also sent an additional request to modify the bonus, and our team approved the change and updated your bonus accordingly.

So, you now have the exact bonus you originally wanted. However, since you are claiming otherwise, I will now prove to you that you personally selected the 100% bonus when registering.

Additionally, it is impossible that the bonus system is working correctly for everyone else, but only you experienced an issue. :)

Best regards,

I have a theory about this, but I'm out walking today, so I'll share it tomorrow 🙂

Hi,

We apologize once again for the inconvenience, but we want to acknowledge that, in the end, you were right. As you know, most casinos are not always willing to admit their mistakes. :)

In this case, there was a misunderstanding, and both you and we were right to some extent.

Here’s what happened:

A few days ago, we transitioned from a White Label to a Turnkey Solution and changed our license. During this process, a part of the bonuses remained tied to the old PSP for crypto. When we switched to the Turnkey Solution and the new license, a specific PSP was not enabled, which resulted in the system detecting only the 100% bonus as the default. However, at one point, you did actually select the 100% bonus. :)

At the same time, there was an error on your part, but also on our end, as the new PSP was not enabled correctly and was defaulting to 100%, even if someone had selected the 200% bonus.

We’re glad that we were able to add funds to your account, and as a further apology, we will be adding an extra $50 balance for you—I have already forwarded this request to the financial department.

I will also send you screenshots from the PSP so you can see the difference between PayCryptos and PayCryptos Duplicate. The duplicate PSP is enabled for the new license, while the old PSP had to remain active to allow users who did not accept the new license to withdraw their funds.

Please send us your email again so we can process the additional balance from our side. We sincerely apologize for the misunderstanding and appreciate you pointing out the issue.

Best regards,

I'm glad the casino took a positive approach to this situation and helped you resolve it. I think other casinos could also use the example. 

Have you been able to play the bonus yet? 🙂

be that as it may, but

the casino acted in the most decent way in any case

but I didn't have time to play the bonus because I didn't receive it. but if they solved such a delicate issue with my deposit bonus, then I think they will solve this too

it's just a bad time now - the weekend 🙂

I understand, so if you manage to solve it during the week, let me know if you play the bonus, how did you do. 

Have a nice day.😉

In the end, I still haven't managed to get the bonus 🙁

And did you contact them about it again or not? 🤔

Yes, but they didn't answer me 🙁

Surely the casino should give it to you if they promised to give it to you.

Anyway, I know that casinos can decide, most of the time I hear from players "administrative decision" that they won't give bonuses to players. 

However, they probably would have told you that already and if you dealt with them it shouldn't have been this case. That's why it's quite strange that it's like this.😕

In the end I got nothing...

That's why I didn't try to play in this casino any more, because it's not clear whether everything is okay with the casino and whether they pay out funds in case of winning.

Actually I understand you, if you found such a problem, maybe sometimes it is better to leave it and go elsewhere. It's up to each player to decide. 

So good luck to you.☘️