The player from Germany was accused of breaching the Bonus T&Cs by playing restricted games. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Viggoslots Casino - Player's winnings were confiscated.
Black points: 338
Amount: €5,500
Viggoslots Casino
Safety Index:Above averageSafety Index
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6.6
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Payout canceled because it violates the terms and conditions.
the following:
I deposited 1x 200(plus 100% bonus).
For a short time I had an account balance of almost €8,000, of which I paid €3,500 (after playing around €3,000) to my bank account. Play the rest.
After that (money comes into the account with the idea) another 100€ plus 100% bonus paid in. Almost €5,000 earned and €2,000 of that paid out to the bank account. Request for bank statements was done, then request for a registration certificate and immediately afterwards the following mail came:
Hi Daniel
Unfortunately we have to inform you that your withdrawal request has been declined.
There has been a breach of our T&C in either playing with a bonus, or playing with funds gained from a bonus.
While using a bonus, or playing with funds which have been gained from a bonus, you are playing in accordance with the T&C for a fair play.
Following T&C have been breached
3.17 As soon as a bonus has been activated following games are strictly forbidden to play. Jackpot Games, Table Games, Video Poker, Live Casino and the following slot games: Al Capone, Bonanza, Book of Immortals, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Easter Island, Eggomatic, Extra Juicy, Fire Joker, Hot Spin, Immortal Romance, Inferno Star, Jackhammer 2, Jammin Jars, Jingle Spin, Jumbo Stampede, Jungle Spirit, book of 99, Jurassic Park, Tombstone RIP, Koi Princess, Lost Relics, Madame Destiny, Max Quest: Wrath of Ra, Who wants to be a Millionaire, Moon Princess, Peking Luck, Pirates Plenty, Reactoonz, Reel Heist, Rise of Olympus, Sweet Bonanza, Sakura Fortune, Scrooge, Secret of the Stones, Sinbad, Snow Wild and the 7 Features, Super Fast Hot Hot, Tesla, The Gold Owl of Athena, The Wiz, Tiger's Glory, Turn Your Fortune, Twin Spin, Valley of The Gods, 1429 Uncharted Seas, Vegas Diamonds, Victorious, Victorious MAX, Vikings, Wild Swarm, Zombies, Razor Shark, The Dog House, Sweet Bonanza Xmas, Rich Wilde and the Tome of Madness, Danger High Voltage, Wild Frames, The Dog House Megaways, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin. In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited.
For future reference, in playing with bonuses make sure to follow the T&C.
Please read the following link for full information on how to play with bonuses.
Yes, so how often should I please "play around" the bonus to avoid a payout with a bonus???
Automatic translation:
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2 years ago
Dear Danielzockt,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you play with any of the restricted games while having an active bonus, please?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I have indeed played Jammin Jars. Only when should the bonus be played around or played out.....According to the terms and conditions you should never play the games mentioned as soon as you claim the bonus......
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2 years ago
Thank you very much Danielzockt for your reply. 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 Danielzockt,
I have looked at your case and understand the situation. I will contact the casino and see if I can 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
Translation
Hi Peter. Many Thanks. If profit statements or similar are required, I will be happy to provide them.
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2 years ago
We would like to ask Viggoslots 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Danielzockt,
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
