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.
Viggoslots Casino - The player's winnings were voided.
Black points: 23
Amount: €220
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
Against fair gambling
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
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
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2 years ago
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
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2 years ago
Translation
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
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2 years ago
Translation
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
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2 years ago
Translation
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!
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2 years ago
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
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2 years ago
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.
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2 years ago
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’.
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2 years ago
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.
