Viggoslots Casino - Player’s withdrawal has been confiscated.

24th of may a made a deposit of 2000NOK with using 100% bonus. I held the bet under 40 NOK (bonus terms). I got lucky and won big. I requested a withdrawal of 200NOK on the 24th of May to cancel the bonus. When you request a withdraw, you have to explicitly confirm that you accept losing your bonus (you can't request a withdrawal without checking the box). 

After the withdrawal was requested, the bonus money (2000 NOK) disappeared from my account and the total amount was listed as real money balance. After this I did a bet of 250 NOK on Free bet blackjack. I requested a withdrawal of 14 600 NOK. After a few days this withdrawal  was rejected and the money was gone. The casino says I violated bonus terms by betting too high. I clearly was not playing with an active bonus, as I had requested a withdrawal thus canceling the bonus. 

3.27 in the bonus terms says that after you request a withdrawal, your bonus money will disappear and not come back. 

I have tried resolving the issue with Viggoslots, but they claim I violated bonus terms. In my opinion it is not possible to violate bonus terms when you don't have an active bonus. 

Dear Jakkson,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Bonus Terms of Viggoslots Casino 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.

(...)

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.

Could you please specify how much of your wagering was completed when you decided to cancel your bonus?

Have the winnings from your bonus been confiscated as well?

Could you kindly advise if you passed the full 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

Hello.

It was a wager free bonus, which means you don't have to wager. Also, I was above bonus balance the whole time (over 2000 NOK).

The casino claim that I violated 3.7 and 3.17. My documentation clearly whows that I requested a withdrawal, thus cancelling the bonus and explicitly accepting to cancel the bonus, before I made the bet on free bet Blackjack.

I have passed KYC. All winnings except aprox. 400NOK are confiscated.

Dear Jakkson,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Viggoslots Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.