Viggoslots Casino - Player’s withdrawal is delayed.

Hello,

I would like to write a complaint regarding Viggoslots casino. My withdrawal is pending for more than a month and support just tells me to have patience. Their only response via live chat and email is to wait. I wasn't given any more information. I think this is too long of a wait since my account is fully verified. I used casino welcome bonus to generate my winnings and played casino games. I will be attaching a screenshot of their email below. Could there be something done about this? Kind regards

Dear bluPancake72,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Viggoslots Casino. Please allow me to ask you a few questions, so I can understand the whole situation properly. Have you made any successful withdrawals before? Have you fulfilled the wagering requirements for the welcome bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Veronika

Hello,

Thank you for your response. I have fulfilled the wagering requirements for the welcome bonus and verified my account fully. This is my first withdrawal request at this casino.

Thank you very much, bluPancake72, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you bluPancake72 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Viggoslots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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’ which may negatively affect its rating.

Hello,

This is so sad. I kindly request your assistance in providing guidance on where I can escalate my complaint and seek further assistance. Please provide information on the relevant regulatory authorities, consumer protection organizations, or any other entities that can assist in mediating and resolving disputes between customers and online casinos.

The casino doesn't have any alternative dispute resolution service but it is licensed by one of the Curaçao licenses. I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Antillephone Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Ask Gamblers – an alternative dispute resolution service (https://www.askgamblers.com/submit-complaint) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter