The player's winnings were voided for playing a restricted game. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Viggoslots Casino - The player's winnings were voided.
Black points: 162
Amount: €2,000
Viggoslots Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Viggoslots Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hello,
i used 100% bonus wager free. Unknowingly used Sweet Bonanza slot after winning big on a slot I got to play.
now you have wiped out all the winnings and kept the winnings and just put the deposit amount back into my account.
why can't they just take the prize from sweet bonanza? Is this all legal?
Automatic translation:
Public
Public
2 years ago
Hello husic4,
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.
Could you please advise if your account is already verified and is yes, since when exactly? Do I understand it correctly that you played a restricted game while you had a bonus active? What was your balance before you played Sweet Bonanza?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello,
I only verified myself after winning. I was unknowingly playing a restricted game. I had over 2000 euros balance where I played Sweet Bonanza. I had already made my profit without Sweet Bonanza.
Many thanks for your help
Automatic translation:
Public
Public
2 years ago
Dear husic4,
The casino should prevent the player from playing a restricted game and shouldn't void any winnings for it. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello husic4,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Viggoslots Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 years 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’.
Public
Public
2 years ago
Translation
Hello,
then good luck. I'm curious. Unfortunately, judging by the history here, this will not be of any success. But I let myself be surprised
Automatic translation:
Public
Public
2 years ago
Dear husic4,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (https://validator.antillephone.com/validate?domain=www.viggoslots.com&seal_id=839ffd25064192d585a7cbb96bb68db1a5097458f49ff8df5a53fb995aae86ece8cb8775c1de46ba4cd947efc4b8fb00&stamp=ee0cf95f834d711d705d7e2f179713df) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
