Viggoslots Casino - Die vom Spieler ausgezahlten Gewinne werden eingezogen.

Hey, I'm not sure if it's enough for you if I include email screenshots. If it's insufficient for a complaint, I'll just let the matter rest. Maybe I'm simply wrong. But thank you for at least taking a look at this 🙂

Hello, I've requested a withdrawal of 670 Euros at Viggoslots. I had 700 Euros in my account. Since it was a wager-free bonus, I didn't withdraw 30 Euros of the bonus money. After a while, I received an email stating that the withdrawal was cancelled because I had played a prohibited game. They showed me the list, but I couldn't find the game on it. I play there often and I've never had any issues. I sent an email back asking where this game is mentioned. Then the reply came; it was a jackpot game, I think it's called "Fear to Dark". I couldn't find this information anywhere. I searched for the category on the site but I couldn't find it. I often play Bonus Playson games there as well. You can also win Mini Major there, aren't they jackpot games too? But I never had a problem with the payouts. I played the Fear to Dark game near the end. And I believe that when a bonus is active at Viggoslots, you can only play such games with real money. I asked the casino if they could show me the category where it is clear that it's a jackpot. They responded by saying: you can see it when you open the game. That's not true. You have to swipe all the way to the end while the game is loading to find it. Such information should be noted at the beginning or directly in the name. I played the joker jackpot game in another casino with no deposit free spins, won a few euros, got a payout of 50 euros which was approved. I've never had problems with viggoslots.com. It's actually one of my favourite casinos. I really enjoy playing there. I've made several withdrawals. Even played with bonus and never had a problem. I'm not sure if the cancellation is justified which is why I'm reaching out to you. I hope you can help me. Kind regards, Nadine

30 euros deposit was refunded to me. But I'd obviously prefer to get my winnings.

Hey, ich weiß nicht ob es euch reicht wenn ich Emails Screenshot mit einfüge. Sollte es nicht für eine Beschwerde ausreichen lasse ich das Thema auf sich beruhen. Vielleicht habe ich ja auch einfach Unrecht. Ich danke euch aber das ihr euch das wenigstens anschaut🙂

Hallo, ich habe bei Viggoslots eine Auszahlung von 670 Euro beantragt. 700 Euro waren drauf . Da es aber ein Umsatzfree Bonus war , habe ich 30 Euro Bonus Geld nicht abgehoben. Nach einer Weile kam die Mail das die Auszahlung storniert wurde aufgrund das ich ein Verbotenes spiel gespielt habe. Und man zeigte mir die Liste. Ich fand das Spiel darauf nicht. Ich spiele dort oft und hatte dort auch nie Probleme. Ich schrieb eine Mail zurück wo denn dieses Spiel steht. Dann kam die Antwort es sei ein jackpot Spiel " Fear to dark " heißt es glaube ich. Dies ist für mich nirgends ersichtlich gewesen. Ich suchte auf der Seite die Kategorie aber ich fand es nicht. Ich spiele dort auch oft im Bonus Playson spiele. Dort kann man ja auch Mini Major usw gewinnen das wären doch auch jackpot Spiele oder? Aber da hatte ich bei Auszahlung dann nie ein Problem. Das Fear to dark spielte ich auch erst ziemlich am Ende. Und ich meine wenn bei Viggoslots ein bonus aktiv ist, kann man solche Spiele auch nur mit echt Geld spielen. Ich fragte das Casino ob man mir die Kategorie zeigen könne wo ersichtlich ist das es sich im einen jackpot handelt. Bekam als Antwort: wenn man das Spiel öffnet sieht man das. Stimmt sp nicht. Man muss erst eine weile bis zum ende swipen wenn das spiel läd. So was sollte wenn an den anfang oder direkt im namen vermerkt sein. Ich habe in einem anderen casino mit freispielen ohne einzahlung ein paar euro gewonnen damit das joker jackpot spiel gespielt , 50 euro gewonnen , ausgezahlt und genehmigt. Ich hatte nie Probleme mit viggoslots.com. es ist sogar eins meiner liebsten casinos. Spiele dort sehr gerne. Hatte öfter Auszahlungen. Auch mit bonus gespielt und nie ein Problem gehabt .Ich bin mir nicht sicher ob die Stornierung gerechtfertigt ist und wende mich deswegen an euch. Ich hoffe das ihr mir helfen könnt. Liebe Grüße Nadine

30 euro einzahlung wurden mir zurück erstattet. Aber ich hätte halt gerne meinen Gewinn.

Dear Nadijana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela,

I have often played there with a bonus and am quite familiar with the conditions of this casino

I mean that normally with an active bonus only the real money is used in forbidden games and the bonus is not shown at all until you play a game that is eligible for a bonus. However, this was not the case here. The bonus was wager-free and had already been played for several hours. I didn't play this game until pretty much the end.

I also think that you should have the license plate. But as I said, I sometimes play "jackpot" games with a bonus and payouts have never been a problem. I also played fear to dark on a bonus at another casino from the same company and it was paid out. I don't know why they're making it so difficult for me this time. Actually my favorite casino

I thank you for the help

Hallo Petronela,

Ich spiele schon des öfteren dort mit bonus und bin auch ziemlich vertraut mit den Bedingungen grade von diesem Casino

Ich meine das normalerweise bei einem aktiven Bonus nur das echt Geld in verbotenen Spielen eingesetzt wird und der bonus gar nicht angezeigt wird erst wenn man ein Spiel spielt was bonus geeignet ist. Dies ist hier aber nicht der Fall gewesen. Der bonus war umsatzfrei und auch schon mehrere Stunden durch gespielt . Dieses Spiel spielte ich erst so ziemlich am Ende.

Ich finde auch das man das Kennzeichen sollte . Aber ich spiele wie gesagt auch mit bonus manchmal " jackpot " spiele und Auszahlungen waren noch nie ein Problem. Auch bei einem anderen casino der selben Firma spielte ich fear to dark schon mal auf einem bonus und es wurde auch ausgezahlt. Ich weiß nicht wieso sie es mir diesmal so schwer machen. Eigentlich mein Favorit casino

Ich danke für die Hilfe

I sent screenshots of the emails, right? The list of games was sent to me but none was marked. Also not jackpot game. I'm really very confused and always had good experiences and a desire to play there

Screenshots der Emails habe ich ja geschickt oder ? Dort wurde mir die Liste der Spiele geschickt aber es war keines markiert. Auch nicht jackpot spiel. Ich bin wirklich sehr durcheinander und hatte echt immer gute Erfahrungen und Lust dort zu spielen

Thank you very much, Nadijana, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Pretty sad. I was really hoping for an answer. Then it will definitely no longer be my casino. It's a shame actually

I liked playing there but apparently they don't care about that sort of thing

Ziemlich traurig. Ich hab echt mal auf eine Antwort gehofft . Dann wird es definitiv nicht mehr mein casino sein. Schade eigentlich

War gerne dort am spielen aber anscheinend ist denen so was ja egal

Hello Nadijana,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Viggoslots Casino to join the conversation and participate in the resolution of this complaint.

Dear Viggoslots Casino,

Could you please provide some insight on the issue the player is facing? We would like to know why their winnings were removed even though the restricted game was not listed in your bonus terms and conditions. Additionally, if the software is designed to enforce these restrictions, how was the player able to play the game in question?

Thank you.

Kind regards,

Tomas

Casino.Guru

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’ which may negatively affect its rating.

Dear Nadijana,

Viggoslots Casino representative informed us that they are not willing to cooperate with us to resolve complaints.

I’m afraid not much can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru