The player from Baden-Württemberg had been waiting for a payout of 1000€ since April 24th, despite being assured by the casino that payouts were processed within two days. The player had contacted the casino's support numerous times, but the casino claimed they needed more time due to the withdrawal department being overwhelmed. The player insisted that this delay was not in accordance with the casino's terms and conditions. The player also mentioned a dispute about a supposed violation of bonus conditions, which he refuted. Despite our efforts to mediate the situation, the casino had not responded to our communication. We had marked the complaint as 'unresolved', which might have negatively affected the casino's rating. We advised the player to contact the Antillephone Gaming Authority for further assistance.
Viggoslots Casino - Player experiences delayed payout.
Black points: 209
Amount: €1,000
Viggoslots Casino
Safety Index:Above averageNo reaction policy, passive regulator
UNRESOLVED
Case summary
I have been waiting for my payout since April 24th. Despite numerous inquiries to support, it has been fruitless, even though their terms and conditions clearly state that payouts are processed within two days.
Yesterday, on April 29th, they told me I would receive the money today.
Of course, the money isn't there today. When I contacted support, they told me they needed more time because the withdrawal department was so overwhelmed.
This clearly sounds like fraud.
Dear mm181726,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
No, that is not normal because I refer to the casino's terms and conditions, which clearly state under point 4.9 that every payout will be processed within 2 days
I request that you intervene because I am verified, have not played with a bonus and everything is OK. I got free spins at wanted, won 1200€, lost 200€ again and had 1000 paid out.
Thank you for your reply, mm181726. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
No, that is definitely too long because it is clearly stated in the terms and conditions, just as the casino can refer to it, I can do the same, that is my right
Dear mm181726,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
It is now claimed that I have violated bonus conditions.
In case of breach of this provision, the bonus and all winnings derived from the bonus will be forfeited.
This is exactly the passage I am referring to!!!!
The deposit of 70€ was after the bonus violation so the bonus should have been deleted from my account
Did the casino specify which bonus rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Thank you very much, mm181726, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi mm181726,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Viggoslots Casino to the conversation to participate in the resolution of this complaint.
OK, I would really appreciate it if there was a peaceful solution and I didn't have to hire a lawyer
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.
Certainly no statement will come from the bad casino, which alone shows how bad the work
Dear mm181726,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
