Viggoslots Casino - Средства игрока были конфискованы.

Dear Sir or Madam,

I am hereby submitting a complaint regarding a withdrawal of 500€, which I honestly earned. I made a deposit of 10€ and used a 500% bonus. After I met the wagering requirements, the casino simply canceled the withdrawal, stating that I had played a prohibited game.

Sehr geehrte Damen und Herren,

hiermit reiche ich Beschwerde ein für eine Auszahlung in höhe von 500€. Diese habe ich mir ehrlich erspielt. Hab eine Einzahlung von 10€ getätigt und dabei einen 500% Bonus verwendet. Das casino hat die Auszahlung nach dem es gewagered war einfach storniert und gesagt ich habe ein Verbotenes Spiel gespielt.

Dear fjensch99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe casinos should do everything to prevent players from playing restricted games while having an active bonus. If a complete restriction of access to such games is not possible, they should at least inform players via a pop-up message that the game they try to play is not allowed.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did the casino specify which restricted game you played?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here

Thank you very much in advance for your reply.

Best regards,

Kristina

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 900 complaints.

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

It was about the game The dog House Megaways and I can happily post the screenshots here.

Es ging um das Spiel The dog House Megaways und ich kann gerne hier die Screenshots posten.

Dear fjensch99,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Viggoslots Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.