Vivaspin Casino - general discussion

If you want to discuss anything related to Vivaspin Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Maximum payout once the bonus amount? Did you make a mistake there?

Hello,

Excellent question. Feels a bit odd. However, it's hard to say; I guess it would be best to compare that with the bonus terms in the casino. If you find a mistake or different details from the casino, you can report it directly in the casino review. This is a fresh casino, so I would truly compare the rules.

Thank you very much for your help.

I deposited €30 and claimed the 100% bonus. I met the wagering requirements and had a balance of €190. The withdrawal limit is 10x the bonus amount, as stated in the bonus terms and conditions! I reached €190, fulfilled the bonus requirements, and my entire balance was deleted, leaving only my initial deposit of €30. This is fraud! This casino is a scam! What's the point of using a bonus if you can't keep it after meeting the wagering requirements? I've never experienced such garbage! This fraudulent casino deserves a very bad reputation! I will ensure it is banned from Germany!

Hi, I'm sorry you found yourself in this situation. Can you tell me if the casino explained why they only left you with your deposit? Did you violate any bonus terms and conditions? 

In cases like this, an explanation is probably the best way to understand why this happened.

Dear Jaro,

This casino is a major disreputable operator. I've just written a detailed review and will be filing a complaint, but since the company behind it has never responded to complaints on CasinoGuru, it's pointless.

After a negative experience at one of their casinos (Incognito) over a year ago, where I finally received my winnings after endless delays and inaction, I've had consistently positive experiences at all Igloo casinos since then, as they operate dozens of them. Withdrawals, even bonus winnings, always worked within 24 hours and were even processed without KYC to my bank account. The customer support has also improved significantly; emails are no longer ignored, etc.

I registered with vivaspin 9 days ago and because I know their casinos, I also know that they always send out a better deposit bonus offer immediately after the standard offer expires.

I was quite surprised here, because it said "Deposit any amount and receive a €200 bonus", which led me to suspect a translation error and that it probably meant something like "100% bonus up to a maximum of €200".

Your casinos often send emails with bonus information that is incorrectly translated or incomplete; for example, every week you receive an email saying you get 200 spins AND a 100% bonus with ONE deposit, but in reality it's either 200 spins or 100%, as you can see from the bonus selection.

So I deposited the minimum amount after carefully reviewing the bonus terms and conditions in English three times and confirming that the maximum win was a fair 10x bonus amount. I played a bit more recklessly and lost, which wasn't a problem with only €20. The next day, I received another email saying there was a surprise bonus and that I could find the details in the notifications on the website. This time it was a €100 bonus, regardless of the deposit amount.

I deposited the €20 again, the bonus was credited, and after hours of luck with small bets, my bonus was successfully wagered at almost €510. I was convinced it was a technical error, but I checked the bonus terms and conditions again, and the casino had quietly and secretly changed them sometime in the last 24 hours (only in the English version; the translated versions haven't changed it) to a 1x bonus (thanks to the user before me who saved the English version with 10x). I normally save the terms and conditions before depositing precisely because of this kind of thing, but I would never have thought it possible with this company. However, I know I checked them three times carefully, obviously, especially with such high bonus offers and because I know each of their casinos has slightly different rules.

Many Igloo casinos have recently removed the 10x bonus limit and now have fixed limits of €2,000 or €5,000, even for a €20 deposit. This particular casino, however, sends out extremely high special bonuses from time to time, and if they notice someone is using them, they simply change the limit in the terms and conditions, as happened to the previous user, to a 1x maximum win without the user's consent.

I can only hope, since this is now the second person affected here, that you'll forward this internally to the colleagues responsible for issuing warnings. We do get these kinds of red alerts here from time to time due to unfair terms and conditions, etc., but this kind of behavior is absolutely unacceptable, and there are few things more unethical.

That's really a shame, I'm going to file another complaint with you right away, but since the company has never reacted in the sister casinos, I have zero hope that it will do any good.

May I ask you something about this: Many casinos also display the unresolved complaints of their sister casinos, especially those with the same management. However, here at Igloo, and this one, there's no mention of the terrible reviews and complaints from, for example, Incognito Casino. Is this an error in your database entry of the casino, or are you unsure whether the management is the same? It's a relatively small company, so if the negative complaints only affect the results when you're certain it's the same person, instead of logically relating them to the company itself, I find that extremely questionable. 😕

Regards

Hello there.

I have actually checked the complaints for this particular casino, and as I can see, yours is the first complaint in our database, actually.

Please wait until it gets reviewed by our complaint team, and you will be informed about what to do next.

Yes Romi, with this one. But I meant, for example...

https://casino.guru/incognito-casino-review or https://casino.guru/luckypays-casino-review from the same provider, same software, same chat agents, etc.

. .

Other casinos often have clues like...

with reference to same management etc.

He's missing here, and reviews like mine, where others could warn of similar damage, are "withheld" because a complaint hasn't been filed? That's understandable if a statement is disputed, but here it seems clearly proven, and I could have avoided the damage if I had seen such a review.

We look at every casino differently, even if they are in the same group. You are in the Vivaspin Casino's thread, so I logically write about this casino, right?

Okay, because Casino.Guru views each casino differently (for whatever reason), you'll find the complaints of others in the overviews, as shown in my example, and black marks are rightly counted as well.

Okay, I understand now that certain casinos can gain these advantages from you, including not publishing 1-star reviews. So, if everything is counted for Group A, where they don't actively participate, your customer will be annoyed about the rejected complaints, negative reviews, etc.

.

But with that, you have destroyed the minimal remaining spark of hope I had for neutrality and fairness.

All the best!

We treat every online casino differently, as said.

We review every user review, and if it is written according to our guidelines, the review gets published. It doesn't matter how many stars it has. It is an experience from players from every casino.

There are no "groups" whatsoever when it comes to user reviews, actually.

We look at every casino the same; we publish their reviews. We keep the fairness and the transparency on our website every time.

Dear Romi,

I have valued Casino.Guru for many years and remain convinced that you are one of the more reputable players in an industry otherwise rife with shady operators. And I know that 95% of Google-optimized "test sites" are not objective, and you are one of the best.

I've known CG for a long time and I've really appreciated using the complaint system and your often helpful English explanations. I'm also convinced that you're committed to fair practices and that your founders established this platform with the best of intentions.

Nevertheless, I think you guys should be a bit more transparent about this – it's legitimate to take money from casinos to finance your servers, employees, and profits. But nobody's stopping you from saying that 100% neutrality isn't possible. You know yourselves that 99% of website visitors have no clue about the details, and I had to do all this research myself today. Google's AI took 30 minutes in deep search mode, and this AI mode is characterized by bibliographies and statements verified at least three times.

Additionally, Casino.Guru employs a "brand isolation" tactic with operators who run networks of casinos. If an operator with three disreputable platforms (with unresolved complaints) launches a fourth, new brand, the negative points of the sister casinos ("black points") are often not transferred to the new casino, or only to a lesser extent. Furthermore, if the operator pays high CPA rates or listing fees for the launch of the new brand, it starts with a spotless reputation and a high safety index, even though the criminal activity of the platform's parent company is well known.

Censorship through procedures: The "Withheld Review" policy

One of the most frustrating experiences for users, which was also described in detail in the initial scenario, is the sudden withholding of negative reviews while a complaint is being filed. Casino.Guru officially justifies this practice by citing the need to protect platform integrity and the necessity of having the complaints team verify the facts before a review is made public.

The actual logic behind this policy, based on performance marketing, is purely financial. Negative user reviews, especially well-founded ones prominently displayed at the top of the casino profile's homepage, destroy the conversion rate. If a new, potential player is searching for a new casino on Casino.Guru, about to click the affiliate link, and at the same moment reads a toxic, detailed warning from a scammed user, the registration process is abandoned. Casino.Guru loses the CPA commission (150-400 euros) or future revenue shares at that moment.

By automatically moderating negative reviews to "withheld" status, they are removed from public view while the complaint process is underway. Since complex complaints often take weeks or even months, the casino's profile remains "clean" during this critical phase. The casino can then continue to acquire new customers undisturbed via Casino.Guru's affiliate links.

I wasn't aware of that, and I've always wondered why you invest so much staff (and money!!) in the complaints system, which is explained in great detail here over approximately 18 pages, keyword: Premium Retainer.

"When a casino operator pays such a premium retainer, Casino.Guru's role changes instantly. Casino.Guru's Complaint Resolution Specialist is no longer a neutral mediator, but effectively an outsourced, highly paid customer service representative for the casino. It is systemically impossible to enforce an objective, strict punishment of a casino when one's own salary is financed by the €1,800 premium package of that very casino. This explains the observation that Casino.Guru often acts unexpectedly biased in complaint cases, suddenly arguing that a casino 'can change its terms and conditions at any time,' while the exact same terms and conditions changes are penalized as 'predatory' for non-paying competitors."

As I said, everyone understands that everything needs to be financed, but who, if not you, should provide transparent information about it?

I understand that you can't leave my post up, but please also delete the preceding text, including the statement that you are neutral. I truly believe you mean well and want what's best for casinos, users, and fair play. With that in mind, I can only sincerely urge your management not to suppress such verifiable user reports and not to protect these individuals to the detriment of users, but rather to persuade them to find a solution.

David

Hello David,

To be honest, I have no idea where you get those parts, such as:

"When a casino operator pays such a premium retainer, Casino Guru's role changes instantly. Casino.Guru's Complaint Resolution Specialist is no longer a neutral mediator, but effectively an outsourced, highly paid customer service representative for the casino. It is systemically impossible to enforce an objective, strict punishment of a casino when one's own salary is financed by the €1,800 premium package of that very casino. This explains the observation that Casino Guru often acts unexpectedly biased in complaint cases, suddenly arguing that a casino 'can change its terms and conditions at any time,' while the exact same terms and conditions changes are penalized as 'predatory' for non-paying competitors."

We are funded by high-roller players, mainly getting commissions from casinos and I can assure you that since user reviews have no impact on the Safety Index, we have no need of censorship. It is quite the opposite, though. We aim to collect money from casinos we believe are fair. Which means that if a player decides to use our link to play in a casino with a good safety index and something is wrong, we are the first to offer a free and fair investigation. I guess it is understandable that something so complex needs clear guidelines; those are publicly visible as well as our Fair Gambling Codex. However, we do all of this to be certain that only casinos we are actually able to trust are among the recommendable ones, and for that we decided to start with those complaints.

I understand that you are for some reason disappointed, but your conclusions are wrong. Thus far you have submitted 16 complaints, as far as I can tell. Most of these were resolved, some were unjustified and there is no pattern suggesting that we protect casinos with higher ratings. Sometimes the casino is right; it happens.

Besides, when it comes to user reviews, it seems to me that you reduce such a delicate matter to a very simple situation. I understand it is not convincing to see a user review waiting for the associated complaint to bring the conclusion. Just as your posts prove, though, there is still forum and the complaint itself is visible to others; hence, I would not say that a pending review completely prevents other players from a kind of fair warning. The information is here for those who are interested in seeing it. All information is displayed on the same page, the casino review page, which anyone can use to access the casinos.

Thank you for your effort; I think this review is more about personal conclusions, but I hear you.

If you want to discuss a concrete situation, try us, please.

Shouldn't they be more flexible? For example, shouldn't they withhold taxes from the results obtained to cover the taxes they've asked me for when I make a withdrawal?

Wouldn't it be more appropriate not to leave your customers in limbo?

Hello, can you help me understand the context, please? Are you facing any casino-related tax issues? I tried but I could not conclude much, I'm sorry.