The player from Germany is facing a withdrawal issue. After using a wager-free bonus and complying with all rules, he attempted to withdraw his winnings of approximately €502. Upon checking his account, he discovered that the casino had reverted his balance to his initial deposit of €65, disregarding his winnings and the applied bonus. The player later informed us that he received his winnings and the issue was resolved.
Viggoslots Casino - Player's winnings have been confiscated.
Amount: €502
Viggoslots Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I've never felt more scammed than I do today.
I've often played on Viggoslots and this time I used a wager-free bonus. You can cash out a maximum of 5 times the bonus amount and when cashing out, the received bonus amount is deducted. I deposited 65€ and had a 162.5€ bonus.
For once, things were going well and I wanted to cash out just under 600€. So, minus the bonus, that’s 502.56€.
This casino is a giant scam. I’ve played there often, never broke any rules, and didn’t play any games that were prohibited or make any bonus buys. It's a complete disaster, I have never been deceived this badly. Today, I checked my account (after all necessary documents were submitted to their support and subsequently ignored)
and suddenly there's 65€ real money, meaning what I initially deposited before I attempted to cash out. They took away all my winnings + the bonus and only gave back what I initially deposited. I can refute everything, and should I not receive this money, I will take matters to court. I hope I can find some help here, as I am shocked and thought Viggoslots was a trustworthy casino.
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1 year ago
Dear dukanovicmarko02,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.
Could you please confirm if you passed the KYC verification?
Could you please send me the link to the bonus you activated?
Have you received any explanation about why your winnings were taken away?
Have you made any successful withdrawals from this casino in the past?
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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1 year ago
Translation
Hello,
- Yes, I passed the KYC and am verified
- it was an email offer and was automatically in my account, there is no link but i have a picture of the email and am attaching it
- Live support just said to me "my winnings were retained because I played a forbidden game" which is not true, I checked the terms and conditions several times beforehand and pointed this out to the chat, they then said I should ignore the above statement and wait until to contact me by email. I have never experienced anything like this. Picture also attached
- I wanted to withdraw several times but wasn't verified yet and then gambled away the money in the past. Now it's me and they're constantly looking for new reasons not to pay me my money.
I played a wager-free bonus without being forbidden, you just can't play jackpot or live games / table games, I had the chat confirm me beforehand and I was told I can play all NetEnt games.
for which I have proof.
I should also mention that the live chat calls me by different names, what's going on here?
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1 year ago
Translation
Hello, so you said you will not pay out the 500€ and refunded my 65€ deposit.
I have now played with the €65 REAL MONEY and won €1500. So now there is nothing I could have done wrong. Now they have to pay out.
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1 year ago
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So the dispute is now €1500 and I played without any bonuses, all real money
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1 year ago
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Sorry for the last minute update, but the issue has been resolved. The payment arrived today.
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1 year ago
Dear dukanovicmarko02,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
