The player's winnings were cancelled due to an alleged breach of the casino's Bonus T&Cs. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Viggoslots Casino - Player's winnings were cancelled.
Black points: 155
Amount: €700
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
I made a deposit of €25 yesterday and got the bonus. I played with it and reached a winning balance of €795. But mind you I never touched the bonus. I strictly adhered to the bonus terms and conditions, did not play any of the prohibited games and made no bets over €1. I made a withdrawal of €700 which was successfully approved. The €25 bonus was removed from the account. €70 remained in the account. I then submitted my documents for verification and continued playing with the remaining €70 without a bonus. Much later I made a bonus buy of €20 here, that was far after my payout and also without a bonus, which was removed.
Now my payout has been canceled because I violated the T&C??? So it's incredible...
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2 years ago
Dear simplyme,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
The withdrawal has already been canceled and my deposit has been booked back.
The following is a brief summary.
I made the payout on 24/08 at 20/11, so the bonus was removed.
There was no bonus left in my account when I redeemed it on 08/25. at 12:37 a.m. and at 12:42 a.m. I made 1x bonus buy of €20 at fruitparty 2, which happened without a bonus, and I didn’t even win anything. I didn’t request a payout with the money I still had in my account.
I made a screeshot of the T&C to avoid making any mistakes.
Warm greetings
Petra
Edited
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2 years ago
Translation
Here is an excerpt from the t&c
It was the same, I made the withdrawal and the bonus was complete.
3.15 The player has the right to cancel a bonus campaign from his account. Any winnings generated by the bonus money will also be voided. Canceling a bonus campaign is different from ending a campaign. A final is considered when the player has completed the game and requested a withdrawal and
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2 years ago
Translation
3.15 The player has the right to cancel a bonus campaign from his account. Any winnings generated by the bonus money will also be voided. Canceling a bonus campaign is different from ending a campaign. A final will be considered when the player has completed the game and requested a withdrawal and that withdrawal has been approved.
And the withdrawal was accepted and the bonus was canceled.
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2 years ago
Thank you for your reply, simplyme. Could you please clarify which bonus you played with? If possible, post here a link to the offer you redeemed.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hello Kristina,
Here is the link to the promotion
100% Wager Free and 70 Free Spins
https://m.viggoslots.com/promotions
I have emailed you all the other relevant information.
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2 years ago
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And here is the link to the bonus conditions, please note section 3.15.
https://m.viggoslots.com/bonus-terms
As I said before, the bonus was removed with my withdrawal with the message Withdrawal successful.
So the campaign was over.
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2 years ago
Could you please forward me your game history (preferably in excel sheet or PDF format) from the moment you started playing with this bonus?
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2 years ago
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I've already given you some information...
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2 years ago
Thank you very much for the game history. Could you please advise what exactly you bought for those €20?
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2 years ago
Translation
Hello dear Kristina,
Here is a screenshot from a demo version.
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2 years ago
Would you be so kind as to clarify how many free spins you bought for €20?
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2 years ago
Translation
Hello, that was 2 x free spins of €20 each
This is after the payout was confirmed and the bonus was removed.
You can see that on the lists I sent you.
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2 years ago
Thank you very much simplyme for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi simplyme,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Viggoslots Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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’.
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2 years ago
Hi simplyme,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
