Viggoslots Casino - Os ganhos do jogador foram cancelados.

I made a deposit of €25 yesterday and got the bonus. I played with it and reached a winning balance of €795. But mind you I never touched the bonus. I strictly adhered to the bonus terms and conditions, did not play any of the prohibited games and made no bets over €1. I made a withdrawal of €700 which was successfully approved. The €25 bonus was removed from the account. €70 remained in the account. I then submitted my documents for verification and continued playing with the remaining €70 without a bonus. Much later I made a bonus buy of €20 here, that was far after my payout and also without a bonus, which was removed.

Now my payout has been canceled because I violated the T&C??? So it's incredible...

Ich habe gestern eine Einzahlung von 25€ getätigt und den Bonus bekommen. Ich habe damit gespielt und einen Kontostand mit gewinnen von 795 € erreicht. Aber habe ich wohlgemerkt den Bonus nie berührt. Ich habe mich strikt an die Bonusbedingungen gehalten, keins von den verbotenen Spielen gespielt bund keine Wette über 1€ abgeschlossen.Ich machte eine Auszahlung von 700€ , die erfolgreich genehmigt wurde.der Bonus von 25 € wurde vom Konto entfernt. Es verblieben 70 € im Konto. Ich habe daraufhin meine Dokumente zu Verifizierung eingereicht und mit den restlichen 70 € ohne Bonus weiter gespielt. Ich habe hier viel später einen Bonusbuy getätigt von 20€ , das war weit nach meiner Auszahlung und auch ohne Bonus, der wurde ja entfernt.

Jetzt hat man mir die Auszahlung storniert, weil ich gegen die T&C verstoßen habe ??? Also es ist unglaublich...

Dear simplyme,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The withdrawal has already been canceled and my deposit has been booked back.

The following is a brief summary.

I made the payout on 24/08 at 20/11, so the bonus was removed.

There was no bonus left in my account when I redeemed it on 08/25. at 12:37 a.m. and at 12:42 a.m. I made 1x bonus buy of €20 at fruitparty 2, which happened without a bonus, and I didn’t even win anything. I didn’t request a payout with the money I still had in my account.

I made a screeshot of the T&C to avoid making any mistakes.

Warm greetings

Petra

Die Auszahlung wurde bereits storniert und meine Einzahlung wieder zurück gebucht.

Folgendes kurz zusammengefasst.

Die Auszahlung habe ich am 24.08 um 20.11 Uhr getätigt, damit wurde der Bonus entfernt.

Es war kein Bonus mehr in meinem Konto, als ich am 25.08. um 0.37 Uhr und um 0.42 Uhr je 1x Bonusbuy a 20 € bei fruitparty 2 getätigt habe, was ohne Bonus erfolgt ist, dabei habe ich nicht mal was gewonnen.Mit dem Geld was ich noch im Konto hatte habe ich auch keine Auszahlung mehr beantragt.

Ich hatte mir extra einen screeshot der T&C gemacht um keine Fehler zu machen.

Liebe Grüße

Petra

Here is an excerpt from the t&c

It was the same, I made the withdrawal and the bonus was complete.

3.15 The player has the right to cancel a bonus campaign from his account. Any winnings generated by the bonus money will also be voided. Canceling a bonus campaign is different from ending a campaign. A final is considered when the player has completed the game and requested a withdrawal and

Hier ein Auszug aus den t&c

Genauso war es, ichvhabe die Auszahlung getätigt und der Bonus war abgeschlossen.

3.15 Der Spieler hat das Recht, eine Bonuskampagne von seinem Konto zu stornieren. Alle durch das Bonusgeld generierten Gewinne werden ebenfalls storniert. Die Stornierung einer Bonuskampagne unterscheidet sich von der Beendigung einer Kampagne. Ein Finale wird in Betracht gezogen, wenn der Spieler das Spiel beendet und einen Auszahlung beantragt hat und

3.15 The player has the right to cancel a bonus campaign from his account. Any winnings generated by the bonus money will also be voided. Canceling a bonus campaign is different from ending a campaign. A final will be considered when the player has completed the game and requested a withdrawal and that withdrawal has been approved.

And the withdrawal was accepted and the bonus was canceled.

3.15 Der Spieler hat das Recht, eine Bonuskampagne von seinem Konto zu stornieren. Alle durch das Bonusgeld generierten Gewinne werden ebenfalls storniert. Die Stornierung einer Bonuskampagne unterscheidet sich von der Beendigung einer Kampagne . Ein Finale wird in Betracht gezogen, wenn der Spieler das Spiel beendet und einen Auszahlung beantragt hat und dieser Auszahlung zugestimmt wurde.

Und die Auszahlung wurde angenommen und der Bonus wurde storniert.

Thank you for your reply, simplyme. Could you please clarify which bonus you played with? If possible, post here a link to the offer you redeemed.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

Here is the link to the promotion

100% Wager Free and 70 Free Spins

https://m.viggoslots.com/promotions

I have emailed you all the other relevant information.

Hallo Kristina,

Hier der Link zur Promotion,

100% Umsatzfrei und 70 Freispiele

https://m.viggoslots.com/promotions

Alle anderen relevanten Informationen habe ich dir per Mail geschickt.

And here is the link to the bonus conditions, please note section 3.15.

https://m.viggoslots.com/bonus-terms

As I said before, the bonus was removed with my withdrawal with the message Withdrawal successful.

So the campaign was over.

Und hier der Link zu den Bonusbedingungen bitte den Abschnitt 3.15 beachten.

https://m.viggoslots.com/bonus-terms

Wie schon gesagt, der Bonus wurde mit meiner Auszahlung entfernt, mit der Meldung Auszahlung erfolgreich.

Somit war die Campagne beendet.

Could you please forward me your game history (preferably in excel sheet or PDF format) from the moment you started playing with this bonus?

I've already given you some information...

Ich habe dir schon mal einige Informationen zukommen lassen...

Thank you very much for the game history. Could you please advise what exactly you bought for those €20?

Hello dear Kristina,

Here is a screenshot from a demo version.

Hallo liebe Kristina,

Hier ein Screenshot aus einer Demoversion.

Would you be so kind as to clarify how many free spins you bought for €20?

Hello, that was 2 x free spins of €20 each

This is after the payout was confirmed and the bonus was removed.

You can see that on the lists I sent you.

Hallo, das waren 2 x Freispiele a 20€

Und zwar nachdem die Auszahlung bestätigt war und der Bonus entfernt wurde.

Das kannst du auf den Listen sehen die ich dir geschickt habe.

That's 10 free spins per purchase

Das sind 10 Freispiele je Kauf

Thank you very much simplyme for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi simplyme,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Viggoslots Casino to the conversation to participate in the resolution of this complaint.

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’.

Hi simplyme,

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 (certria@gaminglicences.com) 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