ViperSpin Casino - Player's winnings have been reduced.

hi casino guru i had a total of 30k on my viper account after hitting a max win and playing a little bit . i used a bonus on deposit and then cancelled the bonus after using the sum of money . i went into my account and there was only 10k to my suprise . they are saying i abused the bonus amount under section 13 of there term . there is nothing on site saying i cant cancel it in anyway . they also did this after saying they had to wait upto 6 days for the gaming provider to send back if the max win was not a malfunction

please help 🙂

Dear deetek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that by canceling the bonus before the wagering requirements were met, you not only cancel the bonus but all the winnings accumulated with it as well. This is a standard practice in the vast majority of casinos and we cannot penalize them for confiscating players' winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Kristina

Hi Dominic, as previously explained you are extremely lucky that our CFO has allowed you to withdraw any of the balance at all. A reduction was being generous, seeing as you have deposited and played rather small to be allowed to withdraw $10,000 off a bonus that you made bonus fraud occur on I'm sure even Kristina would be able to comment but I can assure you 99.9% of online casinos would have removed the entire amount.

Kristina I will just say we have explained to Dominic several times, and as mentioned our CFO allowed him to still take out $10,000 which I personally don't agree on but I'm sure you can see how kind it was being.

Also Dominic, any win that is a large win will always be checked by a gaming provider. This is standard practice, which we did explain to you. You did receive your withdrawals 🙂

Thanks Dominic, I see you are emailing my support team today anyways for free bonuses.

Kristina, or Dominic if you need anything further please just let us know we are here to assist with any complaint or issue.

ok i just wanted to make sure then maybe you should remove the cancel button its a bit missleading an also you have a bonus amount and a real money amount at the same time that can be a missleading factor aswell

i just started this complaint to see if it was fair no harm intended to the casion

maybe in the near future you should resolve the issue with the cancelling of bonuses as there is nothing saying that you are not allowed to cancel the bonus after the bonus sum is finished . just a little ! symbol with information stating that if bonus is cancelled you void all wins made after cancelling . not just sending emails said we've taking 20k and left you with 10k and trust me if i new before i would never of cancelled it .

Hello everyone,

Thank you both for your replies.

deetek, if you would have canceled the bonus before you started playing with it, it would be a different story, unfortunately, that's not the case and I'm afraid we won't be able to help you. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.