The player from Germany had his winnings of 250€ confiscated after he spun on a game that the casino had suggested but was blocked for those who deposited with bonuses. The player felt he had been misled and expressed his disappointment with the customer service experience. The player had been a long-time customer and had used bonuses before without any issues. He argued that the casino should have blocked the game for bonus users. We attempted to mediate the issue, arguing that the casino should have reconsidered their decision due to the game's suggestion and the player's minimal interaction with it. However, the casino was unresponsive and unwilling to cooperate, which led us to mark the complaint as 'unresolved'. The player was advised to contact other ADR services or the Antillephone Gaming Authority for further assistance.
Viggoslots Casino - Player complains about his confiscated winnings.
Black points: 40
Amount: €250
Viggoslots Casino
Safety Index:Above averageNo reaction policy, passive regulator
UNRESOLVED
Case summary
I haven't come across anything like that before, I won €250 and they took it away from me because I went to a game they suggested to me and made 10 spins without winning, it's a supposedly blocked game when I deposit with bonuses now I also know why you suggested the game to me.
It would be fair not to allow something like this to happen in the first place. I know this from other casinos where you can't even open such games, let alone suggest the blocked game to the player. I feel cheated.
And live chat is arrogant and refers to the bonus conditions where there are 150 blocked games when using a bonus. Who should please keep an overview, especially since I didn't win any winnings there.
Best regards
Ingo H*****
Hello Chaser361,
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 if yes, since when exactly? Was it the first ever bonus you used in the casino? Is there any proof that the casino recommended you to play this specific game? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
I've been a customer for 2 years and have often used bonuses and never had any problems. It was displayed to me on the right while I was playing and suggested that it was a great game. I was into it and realized after 5-10 spins that it wasn't for me I also assumed that it was ok because it came from Viggo, but I think that was on purpose. I had already won well at the time. Normally, if the casino were legal as I know it, the games that you don't have would also be blocked You are allowed to play with a deposit bonus in your bonus conditions. You have included so many games , they are almost all on the home page -Games, table games, video poker, live casino and the following slot machines: 1429 Uncharted Seas, Beautiful Bones, BIG Bamboo, Bonanza, Book of 99, Born Wild, Cherrypop, Da Vinci's Treasure, Danger High Voltage, Dead or Alive, Dead or Alive 2, Deadwood, Folsom Prison, Gold Bar Roulette, Immortal Romance, Jack Hammer 2, Jammin Jars, Jammin' Jars 2, Jokerizer, Karen Maneater, Le Kaffee Bar, Lost Relics, Moon Princess, Moon Princess 100, Moon Princess Trinity, Mystery Joker 6000, Peking Luck, Razor Shark, Razor Returns, Reactoonz, Reactoonz 2, Remember Gulag, Rise of Olympus, Rise of Olympus 100, Royal Mint, San Quentin xWays, Secret of the Stones, The Dog House, The Dog House Dice Show, The Dog House Megaways, The Dog House Multihold, Tombstone RIP, Valley of The Gods, Victorious, Victorious Max, Vikings, Wanted Dead Or A Wild, Who wants to be a Millionaire, Wild Swarm.) sorry but who's watching Every time before starting a different game, always read, especially that almost all the games that are offered there.
And the live support is incredibly cheeky and says it's your own fault if you read the bonus terms and conditions and you didn't comply with them.
Otherwise nothing, so when you leave a game you have to look at the list again and again so that you don't click on the wrong game, but thanks to Viggo's suggestion I went in there with a clear conscience and as I said I didn't win there and then again out, I think it's cheeky if they had won there, ok then they could have deducted it from the total winnings for all I care, but nothing there but canceled and that's it.
They then credited my deposited money to my account and then immediately got it back. Such a fraudulent company doesn't get a cent from me.
And unfortunately I didn't take a screenshot as proof because I didn't assume I had made a mistake.
Thanks Nick for trying to help me but I don't think it will end well.
Kind regards
Ingo Hi*****
One more addendum, I only did 2 rotations, I just looked at the history and took a screen
and won nothing and that's why they don't pay me the winnings lolHello Chaser361,
In case of using a bonus with restricted games, the casino should ensure that those games are not available to played. Not to mention that those 2 round did not affect your outcome at all and the casino should reconsider their decision. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
DearChaser361,
Sadly, it is not yet an industry standard for all casinos to automatically restrict access to certain games that should not be used for bonus wagering, as not all casinos use the same "main" system. That's why almost all casinos have the restricted games mentioned in the bonus T&Cs and every player should be familiar with them. Anyway, we at Casino Guru are trying to push the whole industry toward a safer environment for players and casinos alike. We expect that voiding winnings just because players accidentally access a restricted game is not a fair action. Every case should be reconsidered individually. I will contact the casino to see if I can help.
We would like to invite Viggoslots Casino to join the conversation.
Dear Viggoslots Casino,
While I comprehend that the bonus terms and conditions outline the restricted games, our aim is to contribute to the ongoing improvement of the gaming industry for a safer environment. We firmly believe that annulling the player's entire winnings due to unintentional engagement with a few spins in a restricted game is an unjust action, particularly when it has no impact on the overall winnings. We anticipate that restricted games should be automatically regulated at the software level.
Additionally, the player has raised a valid point – if the game "Reactoonz 2" was offered, why should the player suspect it falls under the restricted category? I kindly request a reconsideration of your decision, or if there are other contributing factors, I would appreciate further clarification on the matter.
But honestly, I don't think that's great and where's the fun if I have to constantly swipe back and forth with so many blocked games to see if I haven't accidentally picked the wrong one either way I'll never see myself again feel like I've been cheated...
Dear Chaser361,
I acknowledge your perspective. As outlined earlier, our typical stance in such scenarios is detailed above. Regrettably, upon reviewing the complaint history of Viggoslots Casino on our forum, it appears highly probable that the casino team may not respond. Numerous unresolved complaints marked as "no reaction from the casino" diminish the likelihood of progress with your complaint.
Despite this, we will afford the casino team an opportunity to respond, and I will make an effort to contact them in the hope of eliciting a reply. However, it is advisable to be prepared for the possibility that your complaint may be closed as unresolved.
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.
Dear Chaser361,
I tried to contact the casino but without success. I have only previously received info from Viggoslots Casino representative that they are not willing to cooperate with us to resolve complaints and that's it.
I’m afraid not much can be achieved without cooperation from the casino's 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 other ADR services as I've informed you via email or the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com), and submit a complaint to them. The Gaming Authority might have more options and tools to help players.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino.Guru
