Viggoslots Casino - Player’s bonus winnings have been voided.

Hallo Zusammen,

ich habe bei Viggoslots mit einem 100% Bonus eingezahlt (20€) und hatte dann insgesamt 40€ Guthaben. Ich habe angefangen ein Spiel zu spielen, das erlaubt war (Stack Em) in diesem Spiel habe ich knapp 250€ gewonnen. Ich habe eine Auszahlung über 150€ angefordert und den Bonus stoniert. Nach ca. 1 Stunde habe ich die Auszahlung abgebrochen und weiter gespielt. In meinem Konto wurde 150€ Echtgeld angezeigt. Keine Info zu irgendeinem Bonus. Nun habe ich, laut AGBs ein nicht erlaubtes Spiel gespielt und 4500€ gewonnen. Am Ende hatte ich eine Auszahlung für 1500€ angefordert. Diese wurde aber stoniert, da ich angeblich gegen die T&C verstoßen habe.

Jetzt meine Frage: Wo genau habe ich gegen die Bedigungen verstoßen? In den Regeln steht, dass zuerst Echtgeld benutzt wird und dann Bonusgeld.

In meinen Statistiken sieht man explizit, dass ich gerade einmal ca. 2€ gespielt habe, bevor ich den Bonus wieder stoniert hatte.

Dear Contorono,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your bonus winnings have been confiscated due to a bonus rule violation while you suggest that you have played with real money only.

Please understand that casinos consider real and bonus money to be one package from the point a promotional offer has been activated. It doesn’t really matter if the real money is deducted first or bonus money instead. From the point any bonus is activated until a withdrawal is requested, all the bonus rules must be followed as your bonus is active during the entire session.

Could you please advise if you cancelled your active bonus before or after completing the bonus wagering?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Guten Morgen,

danke für die Rückmeldung.

Ich habe die Stornierung des Bonusses direkt im Zuge der Auszahlung storniert. In meinem Konto wurden dann nur noch Echtgeld angezeigt.

Weshalb wird das Gesamtguthaben als Paket gesehen? Welchen Sinn macht es dann, im Kundenkonto 2 weitere Konten mit Echt und Bonus Geld anzuzeigen zusätzlich noch in die Regeln zu schreiben, dass zuerst Bonusgeld benutzt wird, wenn es doch ein Gesamtguthaben ist.

Could you please advise if you cancelled your active bonus before or after completing the bonus wagering? Thank you.

Sorry, ich verstehe Ihre Frage nicht. Woher soll ich wissen wann das Bonusgeld umgesetzt ist wenn ich es nicht eingesetzt habe. Ich habe das Geld nie berührt. Nach der Stornierung wurde auch kein Bonus mehr angezeigt. Sie müssten Ihre Frage bitte präzisier formulieren. Danke

I'm sorry. If you activated a promotional offer, and started the wagering with your real money but cancelled the entire bonus before the bonus wagering was completed, there's not much we can do for you. You can check the status of your bonus wagering inside your casino account, or if it's not displayed, you can contact the live chat. If a bonus is activated it needs to be finished. It doesn't matter if you reach bonus money or if you used your real money only. If the bonus was cancelled before completing the wagering, the entire active balance is erased, this is nothing unusual.

Please check the terms and conditions (here):

"3.15 The player has the right to cancel a bonus campaign from their account. Any winnings generated by the bonus money will also be cancelled. Cancelling a bonus campaign differs from terminating a campaign. A final is considered when the player has finished playing and requested a withdrawal and that withdrawal has been approved."

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Contorono,

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.

Hallo. Diese Regel ist sinnlos. Meine Gewinne wurden nicht storniert, weil ich den Bonus storniert habe, sondern weil ich ein verbotenes spiel gespielt habe. Da wurde aber kein Bonus angezeigt. Wo bleibt die Transparenz? Wieso wird in meinem Konto ECHTGELD angezeigt und Bonusgeld 0 und auch bei Boni steht keine aktiven Boni.

Und die Regel, dass zuerst echt Geld verwendet wird, macht absolut keinen Sinn. Und es steht auch nirgends, dass das gesamte Guthaben unter den Bonus Bedingungen steht.

I see. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Ideally, please forward your game history too. Thank you in advance.

Hallo, ich habe Ihnen eine Mail gesendet

Ich habe Ihnen nochmals eine Mail geschickt. Aktueller Fall!

Thank you very much, Contorono, for providing all the necessary information via email. I can see that the only justification for the casino to confiscate your winnings was that you have played restricted games. We believe that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

Therefore, I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Viggoslots Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Ich danke Ihnen.

Hello Contorono,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Please bear in mind that Viggoslots Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction" we keep on trying.

We would like to invite Viggoslots Casino to join the conversation.

Dear Viggoslots Casino,

Can you please provide information on why the player was able to play restricted without any warning from your side?

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 Contorono,

As I have informed you via email. I've been informed by Viggoslots Casino representative that they are not willing to cooperate with us by resolving complaints.

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 (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal