A player from Finland won €400 using a no-wagering-requirements bonus at Viggoslots. After attempting to withdraw, she was informed that her winnings would be confiscated for playing a prohibited game, despite no such list being provided. She claimed €360 was unfairly taken and sought assistance to recover her funds. We were forced to close the complaint as unresolved due to the casino's consistent lack of cooperation, which affected its overall rating.
Viggoslots Casino - Player’s winnings are confiscated.
Black points: 51
Amount: €360
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
2 months ago
Public
Public
3 months ago
Translation
I played with viggoslots bonus play 20 you get 20 without wagering requirements. I immediately won 400 I randomly played some games before withdrawing then I got a message that all bonuses will be removed if I withdraw money was 380 20 were removed when withdrawing, the next day I got a message that I have played a prohibited game and all my winnings will be confiscated. bonus there was no list of prohibited games in the contact. and unlike other casinos, the game does not open or there is a warning if the game is prohibited. I think it was a non-sticky bonus because the 20 bonus remained and the game used my winnings. can't you play any game with your own money? in my opinion viggoslots has cheated me for 360 and I want it back. please help me.
[personal information Hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear petrimyrskyluoto,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you encountered any pop-up or warning when trying to access a game that was restricted according to the casino?
Do I understand correctly that the casino returned only your initial deposit of 20€ to your account?
Could you please confirm if you passed the full KYC verification?
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
Public
Public
2 months ago
Dear petrimyrskyluoto,
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.
Public
Public
2 months ago
Translation
I have passed the full KYC verification. I have been playing viggolots randomly for years. When I opened the so-called banned game, there was no warning. no windows popped up, and the game opened normally. on the contrary, the game was attractively displayed on the front page and looked interesting. it looked like you wanted to open it. just like you entered one and have won and want to try a new game. viggoslots returned the original 20 euro deposit. I agree that it was a planned hoax. [personal information Hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 months ago
Dear petrimyrskyluoto,
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.
