Vivadice Casino - Player is experiencing problems with wager registration.

Hello,

I have played for 48 hours with a bonus at this casino. I have a total of 1600 euros to wager (bonus).

I have played a lot and after 24 hours I was supposed to check how much I had left. Then I only had a wager of 435 euros, which was completely wrong and far too small. I then played more slots and many euros but the wager was still the same.

So my bets won't be registered And I'm sure my wager is done.

I contacted chat who agreed with this and was going to report it to technical support. But it's been 24 hours and I haven't heard anything. And chat has no answers either.

There is a time limit on the bonuses, and I feel cheated.

Hope you can help.

Hello Hansenboss,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vivadice 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 if yes, since when exactly?
• What kind of bonus did you claim?
• When was the last time you spoke to the casino and what was it about?

Please forward your full betting history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello,

I have now sent you an email with proof.

Hoping for a quick reply as my bonus expires soon.

Thanks.

Hello, Its now 24 hours to my bonus runs out!

Dear Hansenboss,

After reviewing the bonus conditions, it appears that you played games that do not contribute to the wagering process. You can verify this by checking the list of eligible games in the bonus tab:

Unfortunately, players are required to adhere to these conditions, and according to your betting history, the games you played were not included on the eligible list.

Is there anything else we can assist you with?

Best regards,

Nick

I am fully aware of this. But did you even read the email I sent you? There I made who screenshots with time and date where I play "5 lions megaways" which is under valid wager game. The spin on my rollover does not count there. This applies to a lot of games that I played. I must say I am very disappointed with the help and ignorance I have received here.

Here is spins done on 5 lions megaways. Time:23.01 and date:16/11.

Then i have made a screenshot of the wagering. Time: Time 23.02 and date 16/11.

Dear Hansenboss,

Thank you for your clarification. Since it appears that the bets were not counted towards the wagering, we will make efforts to find a resolution with the casino on your behalf.

I will now be forwarding your complaint to my colleague, Michal (michal.k@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving this matter.

Kind regards,

Nick

Hello Hansenboss,

It's Michal again. I have taken over this complaint. I have reviewed your case and just to check, are you sure you have played only "eligible" slot games, that should normally contribute to the wagering? Additionally, you mentioned "I contacted chat who agreed with this and was going to report it to technical support. But it's been 24 hours and I haven't heard anything. And chat has no answers either." can you please forward any evidence of this to me?

I will contact the casino to shed more light on this matter. We would like to invite Vivadice Casino to join the conversation.

Dear Vivadice Casino,  

I would appreciate your assistance in clarifying why the player's gameplay does not appear to have been accounted for in the bonus wagering contribution. Additionally, if there were any technical issues related to the bonus wagering or game contribution, could you please confirm whether your technical team addressed these matters?

yes, where should i send evidence?

Dear Hansenboss,

Forward the evidence to me at michal.k@casino.guru. Thank you.

Dear Hansenboss

,

Thank you for reaching out to us.

After reviewing your account activity, we can confirm that you made a deposit of €22.91 via Bitcoin and claimed the 200% Crypto Bonus + 75 Free Spins offer.

As outlined in the bonus terms, this particular bonus is eligible for wagering only with real funds (real bets). It is not set to include all bets, which would account for bonus funds, due to the generous nature of the 200% bonus and the additional 75 free spins.

Our records indicate that you have completed wagering of €435.95 out of €1,603.70 using real bets. It appears there may have been a misunderstanding regarding the wagering mechanics.

To show our appreciation and ensure your continued enjoyment, we’ve credited your account with an additional €5 in real balance as a goodwill gesture.

Thank you for choosing Vivadice, and we hope you enjoy your time with us! If you have any further questions, please feel free to contact us.

Best regards,

Hello,

Thanks for reply.

So what you are saying now is that you cannot wager with bonus money? So how can you convert bonus money into real money then? I have been playing slots for many years and this is the first time I have heard such nonsense. You really cannot mean this.

Converting Bonus Funds to Real Money

For the specific 200% Crypto Bonus & 75 Spins promotion, the wagering requirements are currently fulfilled only by using real funds (your initial deposit). Once these requirements are met, any winnings from the bonus funds are converted into withdrawable real money.

Upcoming Change to Bonus Wagering

We’ve recently acquired a new gaming license and are implementing an update to improve our player experience. Starting Monday, December 9th, wagering will be possible on all bets, including bonus funds, for all our bonus offers.

This means:

You will be able to fulfill wagering requirements more flexibly, using both real and bonus funds.

Going forward, this new structure will make it easier to enjoy and convert bonuses into real money.

Additionally, when we send newsletter promotions with free spins, the wagering requirements are already available on all bets, so you can fully enjoy these offers!

We hope this update addresses your concerns, and we’re excited to provide an enhanced experience for all our players.

Thank you for your patience and understanding as we transition to these improvements. If you have any further questions or need assistance, we’re here to help.

PS: Your €5 real balance has been added to your account. Enjoy your gameplay!

Please help me with this casinoguru! It cant be like this...

We’d like to clarify that upon making your deposit, you immediately received your bonus funds along with the 75 free spins included in the offer.

The settings for this bonus are not configured to require completing the wagering requirements first before receiving the bonus funds. Instead, you were credited with the bonus and spins right away after your initial deposit.

We hope this clears up any confusion. If you have any further questions or need additional assistance, please don’t hesitate to reach out to us.

and then your casino has deleted 3 days for slots history. Its not shady at all!

Please send me bet history from day 1, and i will check this. I have alot of screenshot to dobbel check this.

Thank you for your message and for raising your concerns.

Please rest assured that our casino operates under a white label license, which means we do not have any capability to delete or manipulate data, including slot history. If you’re familiar with how white label systems work, you’ll understand that all game data is securely managed by the platform provider, ensuring transparency and integrity at all times.

Bonus System Explanation

Our bonus system is structured as Bonus -> Wagering, meaning you receive the bonus funds immediately after your deposit. There’s no delay or prerequisite for wagering before receiving the bonus.

Your Bet History

Here is your complete betting and payment activity:

Payment System Deposits: €22.91 (1 transaction)

Manual Deposits: €5.00 (1 transaction, credited by us)

Credit OW: €0.00 (0 transactions)

Debit OW: €0.00 (0 transactions)

First Credit Date: 2024-11-13

Last Credit Date: 2024-11-13

Total Profit (Games Turnovers): €-31.36

Total Profit (Deposits, Withdrawals, Balance): €22.91

Profit Breakdown by Provider:

Relax Gaming [Relax]: €-181.47

Hacksaw Gaming: €130.00

Red Tiger [RedTigerGaming]: €30.52

Pragmatic Play [PragmaticPlay]: €-16.88

3 Oaks Gaming [Booongo]: €-14.58

Booming Games: €13.56

Yggdrasil: €7.71

Mascot Gaming [MascotGaming]: €-0.22

Checking Your Slots History

Please review this data carefully alongside your screenshots. If you believe there are discrepancies, let us know so we can work with the platform provider to investigate further.

We are committed to ensuring transparency and fairness and are happy to assist in resolving any concerns you may have.

Best regards,

This is not true, i have played alot more then what you are showing me... And why is 3 days cut out of my history? You saying a loose my real money, than used bonus balance. I dont even trust that. We should let casinoguru check this.

Thank you all for your responses.

Dear Vivadice Team,

Please provide the terms and conditions of the bonus that were applicable at the time the player claimed and utilised the bonus, as it looks like the current bonus terms and conditions are different now.

Also please forward me the player's full game log for an independent review to my email michal.k@casino.guru

Thank you

Dear Vivadice Team,

Thank you for your responses and for your emails with further information and evidence. I have responded with some additional questions.

Dear Hansenboss,

I have reviewed your full game log from 13.11. 2024 (since you deposited and claimed the 200% Crypto Bonus + 75 Free Spins bonus) until 20.11.2024. You indeed played in a lot of games through that time; I can list them here, but that is not so important at this stage. The important thing is that you depleted the real funds (your deposit) on 14.11.2024 at 10:26:39 casino time while playing Looney Pop slot. Since then, you've been playing only with the bonus funds, thus, none of the bets you placed contributed to the wagering because, as explained, only bets made with real money funds are counted towards the wagering requirements.

I do agree with you that this condition was not fully clearly mentioned in the bonus description at that time, however, it is indeed set automatically by the casino system, which is actually correct. As you might know, we advocate that any restrictions, like max bet, restricted games, etc., should be automatically enforced by the system, and in this case, it was.

As was mentioned by the Vivadice team, their bonus program works a bit differently than in other casinos, but I believe they have provided quite a sufficient explanation of the situation.

Please feel free to let me know if I missed something or if something is still not fully clear to you, and I will kindly ask the casino team to clarify it.

So if is not fully clearly mentioned in the bonus description at that time how is that my fault then?

Dear Hansenboss,

We have added €20 of real balance to your account. You can use this amount to play your favorite games or withdraw it, as you wish.

Please feel free to confirm here that you’ve received the €20 balance. This gesture is a sign of goodwill from our side due to the misunderstanding regarding the bonus. The amount reflects approximately the value of your first deposit, and we wanted to make sure to accommodate you accordingly.

Thank you for your understanding, and if there’s anything else we can assist you with, don’t hesitate to let us know.

Best regards,

Dear Hansenboss,

If I understand it correctly you have a separate real money balance and a separate bonus balance in your account, right? If so, you must have seen when the real money balance was zero and you saw that the bonus funds are used for playing, right? You could also see the bonus progress bar well, right?

For example:

So If you couldn't see the "progress bar" moving, one could have guessed the bonus funds don't contribute to the wagering. Have the livechat not informed you that only the real best counts toward wagering? Although, as I mentioned, I understand the condition that only real money bets count forward the wagering was not fully clear; however, this was indeed set automatically and correctly by the casino system. As I mentioned, we advocate that any restrictions, like max bet, restricted games, etc., should be automatically enforced by the system, and in this case, it was. You have not breached any bonus rules, but at the same time, the casino system worked correctly and as intended, so there is no wrongdoing on their part. 

Unfortunately, the bonus simply wasn't successfully wagered. I guess the best course of action for the casino is to "refund" your deposit which was done. It is up to you if you withdraw it or decide to utilise it for gameplay, but I'm afraid there isn't anything else that can be done in this situation.

Ok, you can then close the complain. I got the 20 euro back from Vivadice

Dear Hansenboss,  

Thank you for your confirmation. I recognise that the outcome of your complaint may not have entirely fulfilled your expectations. Nevertheless, considering the reasons outlined, the refund of your deposit seems to be the most suitable given the circumstances. 

We are pleased that our involvement contributed to effectively resolving the matter. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards, 

Michal

Casino.Guru