Viggoslots Casino - Player's withdrawal is delayed.

I have made several deposits at Viggo slots, and some time ago when I made a withdrawal, I had to argue with them for 96 hours before they processed my payment. Now I have two withdrawals, both of 60 euros each, and I have tried to contact them via live chat. Initially, they responded sarcastically, saying, "We have 48 hours to process a withdrawal." Now, it's been over 48 hours, and my withdrawals are still pending. I've tried reaching out to them with no success and have also sent emails without getting any response.

Dear kivirinta1967,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to tomas@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

Ok thanks for your reply and my cases have been processed but only got a withdrawal of one of the amounts and the other went back to the casino so tried to change the withdrawal option but it seems I have to wait at least another 48hrs if not longer before the withdrawal is processed again despite that I already waited more than 48 hours for my money

Just want to warn about this casino has made several deposits and when they pay out it is hopeless made a withdrawal for a long time back for a small amount and made a 2nd withdrawal on 06.08.2024 which results in them paying out only one withdrawal and that the second withdrawal was sent back to the casino account so tried to make the withdrawal again but it does not pay out money even though I sent my transactions deposits I made to them picture from the bank of all the transactions I made for all purchases picture from the bank where it says my name and the iban and bic codes pictures of the address picture of the driver's license front and back also cards on my bank card front and back but still they refuse to pay out my winnings so think twice before you make a deposit at this casino because I have had problems with all the withdrawals I have made from the casino has had to keep arguing with them before it has paid out money but now in the end they don't pay out any money at all so think before you make deposits to Viggo slots

Was inside the Viggo slots casino today 11.08.2024 and my withdrawal has not been paid out on one and I made a withdrawal on 06.08.2024 the first time and had 2 withdrawals that I had but one of them was paid out but the other went back to the casino account 08.08.2024 then made another withdrawal again 08.08.2024 and now all of a sudden they demand that I have to upload my personal data again even though they pay out one of the winnings but I don't need to update my personal data and this is only because I pointed them out my withdrawal that I didn't get paid on so send everything they asked for again and this morning on 11.08.2024 I got an email again that my withdrawal could not be processed but the day before 10.08.2024 on live chat I got this message from them. Iqra: As I explained to you in the last chat that you need to wait for up to 10 days for the amount to reach your account as it has been approved today by our casino.

A bit strange and according to casino 11.08.2024 at 16.30 is not my withdrawal not processed?

Dear kivirinta1967,

Thanks for your reply and updates.

• Which documents did the casino ask for recently?
• Have you provided the documents the casino requested again?
• Could you please forward the communication casino support addressed to you regarding the issue? My email is tomas@casino.guru

Firstly, I can't send addresses etc. to them because they require that it be sent in a special format and I think they also want it to be something hidden, I don't really know because I don't really understand what they mean by sending an email to those with information don't approve them so don't really know what was approved from them so can't bear to bother with them no one will go with them so for me it's the end game at Viggo slots can't bear to put that energy into it and for several days and nothing will be approved

Dear kivirinta1967,

Do I understand the casino asked for proof of address documents?

What specific format were you supposed to send?

I don't know because I don't get any clarity about it from their side, I send via email and always get the same answer that it is not approved because it has to be sent in a special format, so I have closed this casino because there is no point in making deposits there because then it goes not getting money out of there if you happen to win at some point

Thanks for the reply.

We reached the point where we can't assist you further. I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" 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, it seems to be a common practice of Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 to resolve any kind of issue have died as the complaints grew in numbers. I wish I could be of more help.

The dispute process the casino recommends players undertake can be found in the casino's terms and conditions found here: https://www.viggoslots.com/terms-and-conditions

8. Complaints

8.1 The player may contact our customer support on support@hd.viggoslots.com and according to the instructions located at the Website to give us any complaints regarding our services.

8.2 Complaints are handled by the support team and escalated in the organization if required. The player shall be informed about the state of the complaint to a reasonable level.

8.3 The Player has the right to bring unresolved disputes to Antillephone Services N.V. via complaints@gaminglicences.com

You may take advantage of our guide on how to submit a complaint to regulators here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.