The player from Germany deposited 100€ and achieved winnings of 760€. After canceling his bonus and withdrawing money, all his winnings were withheld. He was given back only his original deposit. After discussing the situation with support, he was unexpectedly and permanently banned, resulting in the loss of the rest of his capital. The complaint has been closed as 'unresolved' because the casino decided they would not cooperate with us in resolving any complaints.
Viggoslots Casino - Player's winnings have been confiscated.
Black points: 73
Amount: €600
Viggoslots Casino
Safety Index:Above averageSafety Index
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I deposited 100€ and received a 100€ bonus.
I played big bass bonanza and hotline 2.
I reached 760€.
I withdrew 600€ and by doing so I accepted that the bonus consequently expired. That means the 100€ bonus was subtracted, leaving me with 60€ of real money credit. With that, I played a little more and then placed the final 30€ on red in Roulette, which resulted in no winnings.
Following this, all of my winnings were withheld and I only received the original 100€ deposit back into my player account. Despite the fact that I accepted the bonus expiration and continued to play with real money, and that the 30€ bet on Roulette did not yield any winnings, they used this as justification to withhold all my earnings.
NOW THIS IS THE BEST PART!
Afterwards, I took it up with the support team via live chat.
We talked for quite some time and I attempted to explain that they were scamming me and that I was in the right.
Then, without any prior warning, I was permanently banned.
This means that the 100€ that was still left in my player account is now also gone.
Automatic translation:
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7 months ago
Dear Wong030,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Viggoslots Casino. I have checked the General Bonus Terms and Conditions, and this is what I found:
3.10 When you play with a bonus, the assets are first of balance with real money, after the balance of the bonus money.
Another rule says the following:
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.
Do I understand correctly that you requested a withdrawal before you met the wagering requirements for the bonus?
Could you please advise if you received any explanation on why your account was permanently blocked?
Could you please confirm if you passed the 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
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7 months ago
Translation
Hello.
Exactly. I deposited €100 and got €100 as a bonus.
And you play with real money first. I first played Big Bass bonanza for €0.40. I lost about €40. Then I played Hotline 2 with a stake of €1.20. After a few spins (I was still well into real money) I got €760.
I paid out €600 of that. The €100 bonus credit was lost because you have to tick a box that says it's ok to lose the bonus when you withdraw.
So I still had €60 in real money credit. I lost €30 of that on Book of Dead on a bet of €0.50.
And then I didn't feel like playing anymore and bet €30 on roulette in one spin. Then that was gone.
That was on September 2nd.
And today when I logged in, I had €100 in my player account. (So what I had deposited) And the withdrawal was canceled and retained by the casino.
I then wrote to the live chat and explained the problem to them.
They had been writing for a while, but at some point there was no reply and my player account was simply blocked.
I had passed the KYC verification.
The bonus was a deposit bonus and wager-free.
---
This is what the live chat wrote to me:
Answer from Live Chat:
English:
Lia: Understand than we close your account for security reasons without possibility to be reopen and keep the balance.
16:07
Lia: We wish the best for the future.
16:07
Lia: It was a pleasure to assist you. Feel free to reach out anytime. I wish you a nice day.
16:07
German:
Please note that for security reasons we will close your account without the possibility of reopening it and keeping the remaining balance.
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I received this as an email:
We hope you find this email well.
We are contacting you from the ViggoSlots Player Protection Team with regards to your most recent contact with our Customer Support Team during which you made a request for a refund.
We wish to inform you that following our investigation of your request we will not be able to refund the deposits as requested.
This decision has been made in line with the following Terms and Conditions which you did not observe when registering your account with us:
9.4 The gaming regulations and platform services shall be governed by the Laws of Curacao You are solely responsible to follow any applicable law in your country of residence and if you are permitted by applicable law in your country of residence to play and thus open an account with us. We take no responsibility whatsoever if you make any violation or breach of any applicable law. Otherwise, we reserve the right to reject your account submission or to deactivate your account without any liability towards you.
Automatic translation:
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7 months ago
Dear Wong030,
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,
Veronika
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