The player's winnings were voided for breaching bonus conditions. We ended up closing the complaint as ‘against fair gambling’ because the casino voided the player's winnings for playing excluded games during bonus play.
The player's winnings were voided for breaching bonus conditions. We ended up closing the complaint as ‘against fair gambling’ because the casino voided the player's winnings for playing excluded games during bonus play.
The player's winnings were voided for breaching bonus conditions. We ended up closing the complaint as ‘against fair gambling’ because the casino voided the player's winnings for playing excluded games during bonus play.
Hello I used a bonus at this casino and then paid out it said then you are sure you want to pay out all bonuses will be canceled I made the bonus money was deducted from me and I made a payout of 220 euros and had no forbidden games until then I left 35 euros on it and thought yes the bonus is canceled and so I can now play everything that's true probably not so I made a payment of 60 euros and that's it! Now today I get a message that I'm forbidden I would have played games I did that after the bonus was canceled now the casino says they won't pay me anything because I would have played forbidden games after I made a payout and I shouldn't continue to play these games with winnings from the bonus but I I have read the complete terms and conditions several times and it is nowhere obvious that I am playing these games with the money I have earned not allowed to play that the 60 euros are paid out net if that's the case, that's ok for me, but the 220 euros before that I won fairly and made an extra screenshot before I played the games on the forbidden list, it says I have no active bonus so I assume that no bonus conditions apply anymore the casino has canceled all my money please help me with best regards
Guten Tag ich habe bei diesem casino einen Bonus verwendet und habe dann ausgezahlt da stand dann sind sie sicher das sie auszahlen wollen alle bonus werden storniert habe ich gemacht das bonusgeld wurde mir abgezogen und ich habe eine Auszahlung von 220 Euro vorgenommen und hatte keine verbotenen Spiele bis dahin gespielt habe 35 Euro drauf gelassen und dachte ja der Bonus ist ja storniert und somit kann ich jetzt alles spielen dem wahr wohl nicht so habe dann noch eine Auszahlung von 60 Euro vorgenommen und das wars !Jetzt heute bekomme ich eine naricht das ich verbotene spiele gespielt hätte das habe ich gemacht nach dem der bonus storniert war jetzt sagt das casino sie zahlen mir nix aus weil ich nach dem ich eine Auszahlung vorgenommen habe verbotene spiele gespielt hätte und dürfte mit gewinnen aus dem bonus auch weiterhin diese Spiele nicht spielen aber ich habe die kompletten AGBs mehrfach gelesen und da steht nirgends offensichtlich das ich mit dem erspielten Geld diese spiele nicht spielen darf das die 60 Euro net ausgezahlt werden wenn dem so sein sollte ist ja ok für mich aber die 220 Euro davor habe ich fair gewonnen habe extra noch ein Screenshot gemacht bevor ich die in der verbotenen Liste stehenden spiele gespielt habe da steht ich habe keinen aktiven bonus also geh ich davon aus das keine bonus Bedingungen mehr gelten das casino hat mir das komplette Geld gestrichen bitte Helfen sie mir mit freundlichen Grüßen
Hello Angi1990,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Viggoslots Casino. Please allow me to ask you a few more question before we would move forward.
Do you have any deposit/bonus history where the date of payments and bonus activations are visible? If yes, please forward it to nikolas.b@casino.guru.
Please note that even if you played a game which was restricted, the casino shouldn't void your winnings as they should block these games while your bonus is active.
Looking forward to your answer.
Regards,
Nick
Hello Angi1990,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Viggoslots Casino. Please allow me to ask you a few more question before we would move forward.
Do you have any deposit/bonus history where the date of payments and bonus activations are visible? If yes, please forward it to nikolas.b@casino.guru.
Please note that even if you played a game which was restricted, the casino shouldn't void your winnings as they should block these games while your bonus is active.
Looking forward to your answer.
Regards,
Nick
Nothing is blocked here and even after you delete the bonus you are not allowed to play the games, which is not clear in the German terms and conditions. I was sent an English extract but I don’t read the terms and conditions in all languages, sorry
Gesperrt ist hier gar nix und selbst nach dem man den Bonus löscht darf man die Spiele net spielen was in den deutschen AGBs nicht ersichtlich ist mir wurde ein englischer Auszug geschickt aber ich lese die AGBs net in allen Sprachen tut mir leid
I would like to say here again that I do not expect this casino to pay me my money afterwards, it's sad 😢 but that's not my concern, I want to protect justice and other players from this casino, you lose 95 percent anyway Everyone who plays money should be aware of that, which is also completely fine, otherwise nobody can win big, but that this casino with fraudulent terms and conditions takes away the 5 percent chance of a payout is cheeky! The first time I played it was me already denied the payout because I violated the terms and conditions by playing forbidden games, which is cheeky because these games should be blocked, but they are not because they should serve as a trap so that the casino has a reason to cancel the payout for the player it is playing also it doesn't matter whether you win money with the forbidden game or not! If you take one of the 3 welcome bonuses and then a payout vo If you want to take it, it says whether you are sure and that all existing bonuses will expire and bonus credit will be removed from your account after you have paid out. Now comes the big bang, but you must not leave a cent on your account and play with them are blocked from an active bonus even though you don't have an active bonus! Supposedly, the bonus is only ready when you have paid out all the money from your account that was left after the cancellation of the bonus. That's the next trap, how should you know German is completely different than when you see the English version, most of the time the German translation doesn't make any sense. Please, dear casino guru, help me to take action against this casino. I am also willing to contact the licensor of this casino, I just want it not to happen to many other people. I think that's in the sense of a casino guru, even if it should be written somewhere in English like they tell me who reads terms and conditions in several languages, I have to rely on it that if there is a German translation, it is basically the same as the English one! Best regards, I hope you can understand me and with it also help many other players
Ich möchte hier nochmal anmerken das ich nicht damit rechne das dieses casino mir nachträglich doch mein Geld auszahlt ,es is zwar traurig 😢 aber darum geht es mir nicht, ich möchte Gerechtigkeit und andere Spieler vor diesem casino schützen,man verliert zu 95 Prozent sowieso sein Geld das sollte jedem der spielt bewusst sein das ist ja auch völlig in Ordnung sonst kann ja au keiner groß gewinnen, aber das dieses casino mit betrügerischen AGBs einem selbst die 5 Prozent Chance auf eine Auszahlung nimmt ist eine Frechheit!Beim ersten mal spielen wurde mir schon die Auszahlung verweigert da habe ich durch spielen verbotener spiele gegen die AGBs verstoßen was schon frech is da diese spiele blockiert sein sollten, sind sie aber nicht da sie als Falle dienen sollen damit das casino einen grund hat dem Spieler die Auszahlung zu streichen es spielt auch keine Rolle ob man mit dem verbotenem Spiel Geld gewinnt oder nicht!Wenn man einen der 3 Willkommens bonis nimmt und dann eine Auszahlung vornehmen möchte steht da dran ob man sich sicher ist und das alle bestehenden bonis verfallen und bonus Guthaben vom Konto entfernt wird ,nach dem man ausgezahlt hat .Jetzt kommt der knaller man darf sich aber keinen Cent auf seinem Konto lassen und damit spiele spielen die mit einem aktiven bonus gesperrt sind obwohl man keinen aktiven bonus hat!Angeblich ist der bonus erst fertig wenn man das gesamte Geld von seinem Konto ausgezahlt hat was nach Stornierung des bonuses übrig war das is ja die nächste Falle woher soll man das wissen .Wenn es auf deutsch komplett anders da steht als wenn man die englische Version sieht ,zumeist ergeben die deutsche Übersetzung keinen Sinn. Bitte liebes casino guru helft mir gegen dieses casino vorzugehen ich bin auch bereit mich an den Lizenzgeber dieses casino s zu wenden ,ich will einfach nur das es net noch vielen anderen menschen passiert das ist denke ich auch in dem Sinne von casino guru, selbst wenn es da irgendwo auf englisch da so stehen sollte wie die es mir sagen wer liest AGBs in mehreren Sprachen ich muss mich doch drauf verlassen das wenn es eine deutsche Übersetzung gibt diese grundsätzlich gleich is wie die englische!Viele Grüße ich hoffe sie können mir und damit auch vielen andren Spielern helfen
You don't manage to answer after 10 days? Then I thank you for any help, that's incredible, why did I take the trouble to write here? That was definitely the last time I ask for help here!
Ihr schafft es net nach 10 Tagen zu antworten?Dann danke ich euch für keine Hilfe lasst gut sein das is ja unglaublich für was hab ich mir die mühe gemacht hier zu schreiben?Das war definitiv das letzte mal das ich hier nach Hilfe frage !
Hello Angi1990,
Sorry for the late response but we are only human too and the delay was caused by some personal issues. As I mentioned above non of your winnings should be voided for playing a restricted game as the casino should block them for the player. I will now forward your complaint to my colleague Tomas who will be assisting you from now on ad will try to get in touch with the casino.
Wish you best luck resolving it.
Regards,
Nick
Hello Angi1990,
Sorry for the late response but we are only human too and the delay was caused by some personal issues. As I mentioned above non of your winnings should be voided for playing a restricted game as the casino should block them for the player. I will now forward your complaint to my colleague Tomas who will be assisting you from now on ad will try to get in touch with the casino.
Wish you best luck resolving it.
Regards,
Nick
Hello Angi1990,
I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.
I'll contact the representatives of Viggoslots Casino in order to learn more.
Hello Angi1990,
I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.
I'll contact the representatives of Viggoslots Casino in order to learn more.
Hello Angi1990,
We haven't received any reply from the casino so far.
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’.
Hello Angi1990,
We haven't received any reply from the casino so far.
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’.
Dear Angi1990,
I contacted the casino representatives, however, they haven't changed their mind regarding the issue, and they won't consider paying you your winnings.
As we believe that games that are not allowed to be played during bonus play should be blocked at the software level (i.e. casinos shouldn’t even let players play such games), the complaint will be marked as ‘Against fair gambling'.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
Dear Angi1990,
I contacted the casino representatives, however, they haven't changed their mind regarding the issue, and they won't consider paying you your winnings.
As we believe that games that are not allowed to be played during bonus play should be blocked at the software level (i.e. casinos shouldn’t even let players play such games), the complaint will be marked as ‘Against fair gambling'.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
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