Viggoslots Casino - Player's winnings were capped at 50€.

Ich habe Bonusspiele bekommen und 1,40 Euro damit gewonnen, danach habe ich book of Legacy gespielt und hier später 500 Euro gewonnen. Jetzt möchte das Casino nur 50 Euro auszahlen weil ich angeblich gegen die bonus terms verstoßen haben soll

Dear zyp7kfdt5n,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please note the screenshots you submitted are too low resolution to be legible.

Do I understand it correctly, that you have accumulated your winnings from Free Spins? Do I understand correctly the casino capped your winnings due to this rule?

"2.1.4 For players who make a profit from free spins that are without deposit requirement at Viggoslots.com the largest possible payout is € 50 or equal in other currency."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Tomas

Guten Tag, es ist nicht ganz richtig, also ich habe durch die Freispiele 1,40 Euro gewonnen, mit den gewonnenen 1,40 Euro haben ich dann weiter gespielt und 500 Euro gewonnen.

Ja es ist richtig das sie mich aufgrund dieser Regel meine Auszahlung begrenzen

Thanks for your reply.

After you win from free spins, there is usually a condition regarding the wagering requirement of your winnings from free spins, usually 10 times, up to 100 times in some cases. Could you please advise what was the wagering requirement of this bonus? At which point in time you achieved the wagering requirement of the bonus and what was your casino balance then?

Dazu kann ich leider nichts sagen aber ich habe einige Zeit auf 50 Cent und einen Euro gespielt also gehe davon aus die umsatzbedingubgen erfüllt zu haben

eine Beantragung der Auszahlung war ja auch möglich

Is there a way for you to download and send me your game history? It should also be possible to request it from casino support. Please send it to me at tomas@casino.guru so I can check if we can help. Please also check your bonus history for the specific bonus you redeemed and let me know what the wagering requirements of the bonus were or request this information from casino support.

Looking forward to hearing from you.

Guten Abend, leider gibt es die Möglichkeit nicht da das Casino nicht auf meine Anfrage antwortet

Dear zyp7kfdt5n,

I apologize but unless you provide us with this information we see no issue in the casino capping your winnings according to their bonus terms and conditions.

If we are to continue with the case, please send me the information about the bonus you claimed in the casino, so we may understand what the specific rules were.

I'll await your reply.

Habe ihnen eine Mail geschickt

Did you not claim the bonus on the casino website, or isn't it recorded in your bonus history? Was there any bonus code associated with the bonus itself? Has the casino sent you this bonus offer via email?

Thank you for your reply.

I am sorry but the casino acted according to its terms & conditions when your winnings from a no-deposit bonus were capped.

Please be aware that most no-deposit bonuses and many deposit bonuses in online casinos carry a win limit, which is nothing unfair.

If the win limit is not specified in the specific bonus terms, it's often referred to in the general bonus terms & conditions of the casino.

After gathering the necessary information there is no way for us to confront the casino about your issue going forward.

Due to the aforementioned reasons, this complaint will now be rejected as unjustified. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.