The player from Germany had encountered a problem with the bonus rules at an online casino. He had deposited 40€, played with a turnover-free bonus, and won 600€. After confirming the termination of the bonus, he had played a restricted game using real money and insisted he hadn't violated any rules since he was using real money. However, the casino had cancelled his payouts citing a violation of their bonus terms and conditions. Despite the player's attempts to resolve his issue, the casino did not cooperate. We were unable to mediate the situation due to the casino's history of non-cooperation, and thus, the complaint was closed as 'unresolved', negatively impacting the casino's rating.
Viggoslots Casino - Player disputes bonus rules violation.
Black points: 133
Amount: €1,400
Viggoslots Casino
Safety Index:Above averageSafety Index
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6.6
Viggoslots Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello there. Last week, I activated a 100% turnover-free bonus, deposited 40 and had a balance of 80€ - 40€ in real money and 40€ in bonus money. I have always played with real money and subsequently won 600€, which made my balance 560€ in real money and 40€ in bonus money. At 13:33, I withdrew 400€ and confirmed the termination of the bonus with the 40€ bonus money. I did not play any prohibited games or perform any other infringements, as I am well-versed in the site's rules and have withdrawn funds many times before. After withdrawing, my real money balance was 160€ and no bonus was available. I then played "Dog House" (a prohibited game) at 13:40, however, I played with my real money, hence I didn't violate any rules. I know for a fact that I am in the right. Subsequently, I withdrew another 1000€ from my real money balance at 17:50. As I said, after withdrawing the 400€, I confirmed the forfeiture of the remaining bonus since I had sufficient real money left to withdraw. It was only then that I played a prohibited game with real money, where no bonus was left, and this was definitely allowed.
Automatic translation:
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9 months ago
Dear Flyingkey,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Viggoslots Casino and I understand your concern.
Could you please advise if you were warned by a pop-up or any similar kind of warning that you are playing a prohibited game? We believe that the games excluded from bonus wagering should be unavailable for the players to access until the bonus requirements are met.
Do I understand correctly that you made only one spin in The Dog House?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Translation
Beautiful good day . I had €40 in real money and a €40 bonus. Real money was withdrawn the entire time. I then had €600 on it, €560 real money and €40 bonus money. I hadn't broken any rules up to that point, and then I paid out €400 at 1:33 p.m. I was supposed to confirm with the payout that this would result in my bonus being forfeited, i.e. the €40. I then agreed to this too. After the deposit request I still had 160 real money left and of course no bonus credit left. I then played dog house at 1:40 p.m. because there was no active bonus anymore and only real money was displayed. There was also nothing indicated that it was forbidden or anything else. In the course of this I won €1000 in another game and also paid it out, but the casino canceled both payouts because of a rule violation. I find all of this more than misleading!
Edited
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9 months ago
Translation
I add what the casino wrote on it:
We understand your disappointment at the rejection of the withdrawal request.
We regret to inform you that we are unable to respond to your latest withdrawal request due to violations of our bonus terms and conditions.
Please note that for funds generated from bonuses, your entire balance will be subject to the bonus terms and conditions, even if the bonus was previously canceled, as in this case it was generated from the bonus.
Since the relevant department rejected your winnings for violating the terms and conditions, the first deposit of €40 to claim the bonus has been credited to your balance.
It is important to read the bonus conditions accepted upon registration in order to avoid violations and ensure the mutual safety of all players.
We take these violations very seriously as they undermine the integrity of our player community and create an unfair experience for other players.
We believe in a respectful and fair gaming community and hope you understand the importance of these rules.
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8 months ago
Dear Flyingkey,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Viggoslots Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
