Viggoslots Casino - Η απόσυρση του παίκτη ακυρώθηκε.

I would like to have my money back.

I did not breach the bonus terms and conditions

I only played Danger High Voltage after I canceled the bonus and the 20 EUR bonus was deducted immediately, so there can't be a mix-up of the money.

A complaint has already been filed with Askgamblers, Curacoa eGaming.

The screenshots confirm that a payout was already pending, which would not be possible with a bonus.

The case should already have been forwarded to the responsible department. That was more than 64 hours ago now.

I didn't play any forbidden games during the bonus so please send me my money back

Dear CUIVETV,

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

Dear CUIVETV,

Have you received your withdrawal from the casino yet?

Hello, no, the money was confiscated by the casino and I didn't even have the opportunity to withdraw it.

Hallo, nein das Geld wurde vom Casino beschlagnahmt und ich hatte gar nicht die Möglichkeit es auszuzahlen.

Thank you very much for your reply, CUIVETV. Could you please forward me your game history? If possible, please post here a link to the bonus that was 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.

Here you can clearly see that I canceled the bonus after Book of Dead and left €15 and played Danger with it.

hier sieht man deutlich, dass ich nach Book of Dead den Bonus storniert habe und 15€ stehen gelassen habe und damit Danger gespielt.

Thank you very much CUIVETV for your reply. 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 CUIVETV,

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’ which may negatively affect its rating.

Hi CUIVETV,

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 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