The player from Germany had encountered issues when he attempted to withdraw winnings from ViggoSlots Casino. After several unsuccessful attempts, the casino blocked his account and retained a deposit of €182.52. The player had been corresponding with the casino for over two months without success and was seeking assistance. We had invited the casino to participate in the resolution of this complaint, but they were unresponsive. Consequently, we marked the complaint as 'unresolved'. We advised the player to contact the Antillephone Gaming Authority for further assistance.
Viggoslots Casino - Player has not received his funds.
Black points: 64
Amount: €182
Viggoslots Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello dear Casino Guru team, I have a problem with Casino ViggoSlots. I won €8,000 at this casino this year after I lost over €10,000. They caused me various problems when paying out, supposedly my bank would send these amounts back without me I then gave several credit cards or account numbers so that they could transfer money to them. After hardly any time there was always the same problem. Apparently my bank would send these amounts back to ViggoSlots. I then asked my bank if something like that had happened. They told me that it was theirs Unknown, unfortunately I continued playing and lost this €8000 again at Casino ViggoSlots and wrote a negative review on TurustPilot. ViggoSlots then blocked my account and kept €182.52 of my deposited money, so I asked for my remaining balance Two and a half months have passed since then, we correspond by email and I'm always being held back with various problems. I ask for your help or advice. It's not about this amount, it's about the principle that these modern pirates exploit unsuspecting players without consequences.
KIND REGARDS. Yasabey U***
Regarding the refund of €182.52, please note that it was approved by our finance department on October 17, 2023.
The refund has been made to your account number ***9528.
For your information: Once validated by our finance department, the refund may take up to 10 calendar days to reach your bank account.
We invite you to wait until October 27, 2023 before coming back to us.
In case of non-receipt of the refund, we ask you to provide us with an official bank statement with all transactions from the relevant dates in PDF format.
We can then forward it to our finance department for further investigation.
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear Yas75,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you had €182.52 in your casino account at the time it was blocked? Could you please advise if you passed the KYC verification?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
Hello dear Casino Guru team, what else should I send you? I only have old correspondence. If you want I can send you these emails. KIND REGARDS. Yas75
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4 months ago
Thank you very much, Yas75, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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4 months ago
Dear Yas75,
This is Tomas, and from now on, I will be assisting you with this case.
I have reviewed your situation, and before contacting the casino, may I please ask if you have already provided the casino with the bank statement confirming the non-receipt of the refund as they requested?
Thank you.
Best Regards,
Tomas
Casino.Guru
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4 months ago
Translation
Hello Dear Thomas, yes I have proven to Viggoslots that my bank rejected the transfer from ViggoSlots and transferred it back.
Thank you very much.
With friendly greetings ,
Yasabey U***
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4 months ago
Translation
PS I would like to forward the emails from ViggoSlots to you if you would like as proof that ViggoSlots is stalling me.
Yasabey U***
Edited by a Casino Guru admin
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4 months ago
Thank you for the information, Yas75.
Now I would like to invite Viggoslots Casino to join the conversation and participate in the resolution of this complaint.
Can you please provide an update on the status of the payment?
Thank you.
Kind regards,
Tomas
Casino.Guru
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4 months ago
Translation
Hello Tomas
Current status I received this email three days ago and so I'm being held back every time
Thank you very much.
With kind regards,
Hello Yasabey,
This is the standard email from ViggoSlots. When I ask, I always get this email
Thank you very much for your email.
Yasabey U***
Please note that your case is still under review by our department, which is actively working to collect all the necessary information and conduct a thorough analysis of your situation.
We fully understand your concerns and know how important it is to resolve the issue as quickly as possible.
As soon as we have current information, we will contact you to inform you about the progress of your case.
In the meantime, we rely on your understanding and patience.
If you have any concerns, doubts or further assistance, please do not hesitate to contact us via email 24/7 or LiveChat between 10:00 a.m. and 11:00 p.m. We're here to help.
Best regards
Aly
ViggoSlots Casino
Edited by a Casino Guru admin
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4 months ago
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.
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4 months ago
Dear Yas75,
Viggoslots Casino representative informed us that they are not willing to cooperate with us to resolve complaints.
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 the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) 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,
Tomas
Casino.Guru
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