The player from Germany had her withdrawal of 670 Euros cancelled by Viggoslots Casino because she was allegedly playing a prohibited game, 'Fear to Dark'. She disputed this, stating that the game was not listed as prohibited. She was refunded her initial deposit of 30 Euros but she wanted her winnings. The player was familiar with the casino's conditions and had played there with a bonus previously. She provided screenshots of the emails that the casino had sent to her, none of which marked any game as prohibited. Despite our attempts to resolve the issue, Viggoslots Casino was uncooperative. We advised the player to contact the Antillephone Gaming Authority for further assistance and marked the complaint as 'unresolved'.
Viggoslots Casino - Player's withdrawn winnings are confiscated.
Black points: 78
Amount: €640
Viggoslots Casino
Safety Index:Above averageSafety Index
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6.6
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hey, I'm not sure if it's enough for you if I include email screenshots. If it's insufficient for a complaint, I'll just let the matter rest. Maybe I'm simply wrong. But thank you for at least taking a look at this 🙂
Hello, I've requested a withdrawal of 670 Euros at Viggoslots. I had 700 Euros in my account. Since it was a wager-free bonus, I didn't withdraw 30 Euros of the bonus money. After a while, I received an email stating that the withdrawal was cancelled because I had played a prohibited game. They showed me the list, but I couldn't find the game on it. I play there often and I've never had any issues. I sent an email back asking where this game is mentioned. Then the reply came; it was a jackpot game, I think it's called "Fear to Dark". I couldn't find this information anywhere. I searched for the category on the site but I couldn't find it. I often play Bonus Playson games there as well. You can also win Mini Major there, aren't they jackpot games too? But I never had a problem with the payouts. I played the Fear to Dark game near the end. And I believe that when a bonus is active at Viggoslots, you can only play such games with real money. I asked the casino if they could show me the category where it is clear that it's a jackpot. They responded by saying: you can see it when you open the game. That's not true. You have to swipe all the way to the end while the game is loading to find it. Such information should be noted at the beginning or directly in the name. I played the joker jackpot game in another casino with no deposit free spins, won a few euros, got a payout of 50 euros which was approved. I've never had problems with viggoslots.com. It's actually one of my favourite casinos. I really enjoy playing there. I've made several withdrawals. Even played with bonus and never had a problem. I'm not sure if the cancellation is justified which is why I'm reaching out to you. I hope you can help me. Kind regards, Nadine
30 euros deposit was refunded to me. But I'd obviously prefer to get my winnings.
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11 months ago
Dear Nadijana,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.
- Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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 800 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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11 months ago
Translation
Hello Petronela,
I have often played there with a bonus and am quite familiar with the conditions of this casino
I mean that normally with an active bonus only the real money is used in forbidden games and the bonus is not shown at all until you play a game that is eligible for a bonus. However, this was not the case here. The bonus was wager-free and had already been played for several hours. I didn't play this game until pretty much the end.
I also think that you should have the license plate. But as I said, I sometimes play "jackpot" games with a bonus and payouts have never been a problem. I also played fear to dark on a bonus at another casino from the same company and it was paid out. I don't know why they're making it so difficult for me this time. Actually my favorite casino
I thank you for the help
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11 months ago
Translation
I sent screenshots of the emails, right? The list of games was sent to me but none was marked. Also not jackpot game. I'm really very confused and always had good experiences and a desire to play there
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10 months ago
Thank you very much, Nadijana, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. 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 many unresolved complaints marked "No Reaction Policy" we keep on trying.
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10 months ago
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Pretty sad. I was really hoping for an answer. Then it will definitely no longer be my casino. It's a shame actually
I liked playing there but apparently they don't care about that sort of thing
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10 months ago
Hello Nadijana,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Viggoslots Casino to join the conversation and participate in the resolution of this complaint.
Dear Viggoslots Casino,
Could you please provide some insight on the issue the player is facing? We would like to know why their winnings were removed even though the restricted game was not listed in your bonus terms and conditions. Additionally, if the software is designed to enforce these restrictions, how was the player able to play the game in question?
Thank you.
Kind regards,
Tomas
Casino.Guru
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10 months ago
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.
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10 months ago
Dear Nadijana,
Viggoslots Casino representative informed us that they are not willing to cooperate with us to resolve complaints.
I’m afraid not much can be achieved without cooperation from the casino's 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 Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
Casino.Guru
