VivatBet Casino - Player’s winnings have not been credited.

Vivatbet offered me free spins which didn’t work, and they won’t fix the issue. They offered 25x 0.2€ spins with 5x wagering for the winnings with a 30€ deposit. I was able to play the spins and won 1.33€. However, on their active bonuses page they still showed as in progress, and the winnings were not transferred to my balance.

I contacted their support by email and was requested screenshots. I sent them and after that received only silence for several days, despite sending a follow-up message. When I threatened with a complaint, they finally responded simply that the technical department is working on a fix but they can give me no timeline. I replied that they can just add the 1.33€ for me in cash, since I will anyway have to wager the 30€ deposit once, which will be more than the 5x wagering requirement would have been, and that that can be managed without the technical department. The free spins had even expired at that point, so they weren’t exactly stuck any more, so nothing technical left to fix. That resulted in more silence. When I again threatened with a complaint, they offered me a free bet, but it was with really bad conditions and, unsurprisingly, lost. I asked again to get the free spin winnings in cash, and was met with still more silence. It’s now been a week and a half.

So here I am, wasting everyone’s time making a complaint for 1.33€ because Vivatbet doesn’t care about their customers. I have not played any games with my deposit, since I haven’t received the winnings for the free spins which were the reason for the deposit. I also haven’t tried to withdraw the deposit, since they would cancel it because it’s not wagered, and you would tell me that I’m no longer eligible for the free spin winnings since I tried to withdraw the related deposit. More than the lousy sum of money I won, this is about getting what was promised, and me not having to constantly keep in the back of my mind the fact that I have this sum of money that I can’t withdraw yet laying at a random casino.

Dear theTJK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you activated the free spin bonus with the €30 deposit?
• Have you played with a similar bonus at this casino before?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

Yes, yes (without any major issues), and forwarded

Thank you very much for your reply, theTJK. I apologize, but I haven't received any emails from your email address. Could you please forward everything again? Thank you in advance.

Resent them from the address I have registered here

Thank you very much, theTJK, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you theTJK for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VivatBet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello theTJK,

We’re sorry to hear about the inconvenience you’ve experienced.

To investigate this matter further and provide you with the appropriate assistance, we kindly ask you to share your Player ID. Once we have this, we’ll be able to look into your case more thoroughly.

Best regards,

VivatBet team.

How should I share it privately? Can I send it to some email address?

You can provide it here, and I'll mark the message as private so it is only visible to the involved parties.

Dear theTJK,

You're welcome to share all relevant details with our Support team at [email protected]

Best regards,

VivatBet team.

Hello theTJK,

Thank you for providing the requested details. 

We would like to inform you that your case is being reviewed. You will hear from us soon with further information.

Best regards,

VivatBet team.

Dear theTJK,

We would like to inform you that your case is still being thoroughly investigated by our team. Please rest assured that we are working diligently to ensure a proper resolution.

Thank you for your continued patience and understanding.

Best regards,

VivatBet team.

You have been thoroughly investigating this massive case of a missing 1.33€ for over a month now. Are your standards for customer support really this low?

I would like to add that I no longer consider receiving the missing 1.33€ to sufficiently resolve this complaint (not that I’ve received it or anything). I have had to spend time and effort into this far exceeding the value of the missing sum. It’s plausible that this is a deliberate strategy by Vivatbet: most players don’t bother going trough the trouble, and then they don’t need to pay the winnings. At the same time, they don’t have to pay for a tech support department.

I’ll need at least additional 20€ in cash and an apology to consider this resolved.

Also, I have another separate complaint about Vivatbet. I made the mistake of making another deposit because they had an offer that sounded good, and got scammed again. I would have made another complaint, but your site instructed me to use this thread, so I’ll just paste here what I would have written:

Vivatbet sent me an SMS offering 530 free spins with no wagering for a 20€ deposit. I made the deposit and received only 30 spins (worth 0.1€ each). I played the spins and then sent an email to their support asking for the remaining 500 spins. They responded that it was a mistake and should have been 30, and ignored my request to get the remaining spins. My follow-up message has also been ignored. (They did offer me a 5€ free bet which I’m not interested in. They didn’t even have the decency to offer a proper free bet; this one needs to be placed to an accumulator with minimum 3 events).

It doesn’t really matter whether it was a mistake or not. What was stated in the SMS is what counts. I did spend real money of my own with an understanding I would get 530 spins, after all. If I made a bet of 530€ which then lost, and claimed that it was a mistake and I only meant to bet 30€, I don’t think I’d be getting the 500€ back. Also, mistakes like this shouldn’t really happen. If you are about to send a message to hundreds or thousands of customers, you proofread it first to spot stupid mistakes like this. If you can’t be bothered to do even that, you deserve to face the consequences.

It’s also not like it should have been obvious to me that it was a mistake. I’ve played promotions on other casinos that offered up to 2000 free spins. The 530 free spins is a totally realistic number. The offer is also still valid as I write this, but they haven’t sent any follow-up messages correcting the mistake. So even if it was a mistake in the beginning, the malicious offer is now out there deliberately. (One could point out that maybe they sent a follow-up message only to players who hadn’t activated the offer yet. However, we are talking about a casino where game search doesn’t work, wager meter lags a couple of minutes behind, live support doesn’t exist, and free spin winnings fail to be added to balance and then the issue takes over a month to be solved, if it ever will. I am certain that they don’t even have the capability to filter message recipients by whether they’ve used some promotion).

So, I want the 500 free spins I was promised.

Dear theTJK,

Please accept our sincere apologies for the delay in our response. We understand how frustrating this can be, and we truly appreciate your patience.

Your case is still under investigation by our team. We are taking the time necessary to ensure that all aspects are carefully reviewed so we can provide you with a clear and fair resolution. We want to make sure the outcome is both accurate and satisfactory.

Thank you for your continued patience and understanding. We’ll keep you updated with any developments.

Best regards,

VivatBet Team.

Dear theTJK,

Thank you for your patience.

Please be informed that 500 free spins for Endorphina: Wild Love have been added to your account. Kindly note that free spins are valid for 3 days only.

Best regards,

VivatBet Team.

Thank you for the update VivatBet Casino representative.

Dear theTJK, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

Hi,

This resolves the newer issue. Still waiting for the original 1.33€

Hello theTJK,

Thank you for your patience.

We would like to inform you that the technical issue has been resolved. A free spin bonus was added to your account.

Best regards,

VivatBet Team.

Nope, not resolved. I received new spins, and this time won 1.34€, and the same thing happened again. This time it shows 0 free spins used. Please just add the winnings to me as cash, since apparently your site cant handle free spins

Hello theTJK,

We sincerely apologise for any inconvenience caused and appreciate your patience. Please rest assured that we are currently double-checking your case.

We will update you as soon as we have more information. In the meantime, if you have any further questions, please don’t hesitate to let us know.

Kind regards,

VivatBet Team.

This case has been going on for the entire summer. It’s beyond belief that after all this you decide to credit me with a new batch of buggy spins instead of adding the previous winnings as cash. Please stop embarrassing yourself and add the cash to my account. Also please stop making assumptions about my patience, as I have none left.

Dear theTJK,

Thank you for your patience.

According to our review, no further action was taken because the winnings from the free spins were not wagered as required. As stated in the promotion terms, winnings from free spins must be wagered 5 times before they can be converted into withdrawable funds.

You have activated the free spins, played them, but did not proceed to meet the wagering requirement. As the x5 wagering condition was not fulfilled, the bonus has unfortunately expired.

Kind regards,

VivatBet Team.

Okay Casino Guru, now you can fully see what we’re dealing with here 😀 After two months, they still don’t understand the issue that I was not able to wager the free spin winnings because, due to Vivatbet’s buggy site, the winnings were not added to my balance

Dear theTJK,

The first 2 issues were successfully resolved, and free spins have been added to your account.

Following that, we received another message from you regarding a win that, according to your report, was not credited.

We would like to clarify that no further action was taken because the winnings from your free spins were not wagered in accordance with the promotional terms.

As outlined in the offer conditions, winnings from free spins must be wagered 5 times before they become eligible for withdrawal.

While you successfully activated and used the free spins, the required wagering was not completed. As a result, and in line with the promotion rules, the bonus has unfortunately expired.

Kind regards,

VivatBet Team.

Casino Guru, I will need help from one of your representatives in resolving this case. What has actually happened is that the free spin winnings were not transferred to my balance so I could not wager them and they expired. Then, about month and a half later, they re-added the same spins to me, and similarly to the first time, the winnings were not transferred to my balance. I will no longer be discussing the case directly with the casino, as that has proven to be a waste of time.

Dear VivatBet Casino representative, would it be possible to investigate why the free spin winnings were not transferred to the player's balance, so they could not be wagered which resulted in them expiring? Thank you in advance for your cooperation!

Dear Peter,

Please find below the detailed summary:

The user initially reported two issues:

1. They received an SMS offer for 530 free spins with a €20 deposit. However, only 30 spins were initially credited. Our team has since added the remaining 500 free spins to their account:

  500 Free Spins on Endorphina: Wild Love

- 1 FS = €0.10

- Valid for 3 days

2. The user was offered 25 free spins worth €0.20 each, with a 5x wagering requirement on winnings, upon a €30 deposit. The user won €1.33, but the amount was not credited to their balance.

  Our team responded by crediting 25 additional free spins:

- Gates of Olympus

- 1 FS = €0.20

- Valid for 3 days

- Wagering: x5

3. The user later claimed they had won again but the winnings were not credited. Upon investigation, we found the following:

"The winnings from the free spins were not wagered. The 5x wagering requirement was not met — the user only played the free spins and did not take any further action. As a result, the bonus expired."

In conclusion, all promotional offers were fulfilled, and the technical issues with the free spins were resolved. However, the winnings were not credited because the bonus conditions were not met.

Kind regards,

VivatBet Team.

Thank you for the clarification VivatBet Casino representative.

Dear theTJK, as the casino explained, you needed to wager the bonus winnings from the free spins before they would become real money. As you have not done so, the free spins expired and, as such, were removed from your account. I think there isn't much we can do to help in this situation so I hope the casino's explanation will serve you in future gameplay. Thank you for your cooperation during the process.

Kind regards,

Peter