The player from Germany met the bonus requirement of €1800 and attempted to withdraw €400. The casino denied the withdrawal, claiming that the player had placed an illegal €30 bet, which the player disputed. We reviewed the bonus terms and found that the maximum bet rule had been violated. Despite the player's argument, the complaint was closed as unresolved due to the casino's lack of cooperation and a history of ignoring mediation attempts. The casino's rating was negatively affected by unresolved complaints.
Viggoslots Casino - Player’s withdrawal is delayed due to disputed bet.
Black points: 55
Amount: €400
Viggoslots Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
First of all, I am from Germany and cannot change the settings. The problem is that I met the bonus requirement of €1800 and wanted to withdraw €400. However, they informed me that I played a game that was illegal and placed a bet of €30, even though I never made such a bet. Therefore, I urgently need your help.
Automatic translation:
Public
Public
3 months ago
Dear Breidie,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and I found this:
3.7 All games have a maximum betting limit of €4/4$/40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period.
Our position is closely explained in Fair Gambling Codex. The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
3 months ago
Translation
Yes, but why do they allow that if you have a bonus you can also bet more, that is a pure trap to get it because nobody reads the stupid bonus conditions
Automatic translation:
Public
Public
3 months ago
I understand your dissatisfaction. Almost all casino bonuses have a maximum bet rule, which influences the sizes of your bets. You can't bet more than the maximum bet rule allows, and if you do, the casino will most likely confiscate your winnings. In some cases, players might not be aware of certain rules and break them accidentally despite the rules themselves being fair in our opinion. This is why we believe all rules should be technologically enforced by the casinos to stop players from getting into trouble by accident. What does the term "technologically enforced rules" mean? It means that if a casino has, for example, a maximum bet limitation of $5 when playing with bonus money, it shouldn't allow players to place bets higher than $5. The casino's system shouldn't accept any bets higher than that, which would mean players wouldn't be able to accidentally break a rule that they might not be aware of. However, most casinos don't technologically enforce their max bet rules. This means that the players are able to place bets higher than they are allowed to according to the Bonus T&Cs, so they have to carefully watch their bet sizes themselves.
If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other reason), the casino should carefully judge each case separately. Some players may break the rule by accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes.
Nevertheless, I am sorry to inform you that 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.
