The player from Germany had faced issues with his withdrawal on Viggoslots, where he had won €75 through free spins. He had split his withdrawal into two transactions (€50 and €25), but the casino had refused payout due to a bonus terms violation. After the player had contacted the Complaints Team, Viggoslots had credited the €50 back to his player account, allowing him to withdraw it. The issue had been successfully resolved, leading to the closure of the complaint.
Viggoslots Casino - Player's winnings have been confiscated.
Amount: €50
Viggoslots Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
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8 months ago
Translation
I won 75 € on Viggoslots on 24.2 through free spins, which I submitted for payout once as 50€ and 25€. Knowing that the 25€ would be cancelled, that's the way it was back then when they reduced it. Now they are not paying out anything at all, because apparently, I have broken the bonus terms 2.1.4 For players who achieve a win from free spins without deposit requirement on Viggoslots.com, the maximum payout is 50€ or the same value in another currency. I really don't understand. Why isn't the remainder cancelled?
Automatic translation:
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8 months ago
Dear davidmikalo,
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 your entire winnings were accumulated from a free bonus and later voided completely?
- Could you please advise if you redeemed any free bonuses from this casino in the past?
- Was your account, including the payment method, fully verified?
If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
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8 months ago
Translation
Good afternoon, thank you very much for your effort.
Viggoslots credited the €50 back to my player account so that I could pay it out.
The case can be closed
Thank you
Automatic translation:
Public
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, davidmikalo, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
