The player from North Rhine-Westphalia deposited 200 euros and attempted to withdraw 231 euros, which was rejected based on bonus conditions. Despite not using a bonus, only 50 euros were returned, and the remaining 181 euros were not refunded, leading the player to seek assistance in recovering the funds.
Viggoslots Casino - Player's withdrawal is delayed due to bonus issue.
Amount: €231
Viggoslots Casino
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Case opened
Current status
Waiting for player to reply
1d 20h 52m 59s
Case summary
5 days ago
Public
Public
1 week ago
Translation
Hello, good day. I deposited 200 euros without activating a bonus and then wanted to withdraw 231 euros on the same day. It was rejected with the reasoning that I can only win a maximum of 50 euros from a bonus. However, I did not win 50 euros from a bonus nor did I play with a bonus on that day. I had deposited 200 euros and played with only those 200 euros on that day, and wanted to withdraw 231 euros the same day which was canceled. Only 50 euros were returned to the casino account and the remaining 181 are gone with the reasoning that I am only allowed to win 50 euros without a deposit. But I had deposited 200 euros and played without a bonus. I would appreciate your help in getting my deposited money back. Thank you and best regards.
Automatic translation:
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1 week ago
Dear aliyesil6210,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Are you sure you didn't activate any bonuses on top of your deposit?
- Could you please post a screenshot of your deposit/cashier history and bonus history here in this thread?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 days ago
Dear aliyesil6210,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
aliyesil6210 has 1d 20h 52m 59s to reply
