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Viks Casino - Unfair confiscation of $2011.00

RESOLVED
Complaint Info
Disputed casino Viks Casino
Reason Declined payment
Amount $ 2011
Posted on April 11, 2018

On March 28th I deposited $ 1970.00 at Viks Casino, and I did not requested any bonus. After some bets at live roulette I requested a $ 4001.00 cashout.
On March 29th they sent me an email requesting my documents to go through the verification process. On the same day I sent the requested documents, and the next day they replied that my account was verified.
As of April 2 Viks Casino began to act dishonestly. After complaining about the delay in processing the cashout, they sent me an email requesting new documents and saying that the document I sent was expired, even though they had approved the document 2 days before. I showed them that the document was not expired and also sent a selfie holding my ID.
The next day they agreed with me, but my cash out was still pending.
Whenever I complained about the delay in processing my withdrawal, they always gave me the same response saying that they would send my request to the finance department to speed up the processing time.
On April 6, after a new complaint, they told me that the withdraw was undergoing security checks.
And to my surprise, today, April 10, they told me that my winnings had been confiscated because of opposing bets, which is a breach of their terms and conditions.
They did not process my withdrawal and returned to my account just $1990.
I asked them to tell me specifically which rule I breached, and they told me it was this: "11 COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY
• Undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds;"
I answered saying that I was not understanding their decision. I did not do anything that fits these hypotheses. What fraudulent activity could I have committed to gain advantage? I made bets only with my own money. I did not use bonuses. I also did not use stolen or cloned credit cards.
But they always give me the same vague answer that the winnings were confiscated due to opposite betting, which is a breach of our terms and conditions.
Now I can not even log in to my account and the new $ 1990 withdrawal has not been processed either.
I can prove everything I'm saying through emails.
I've never seen anything like it. Viks Casino is simply stealing me. I never ask for bonuses just to avoid this type of problem. I just made some bets, I won and now they do not want to pay me. What's worse is they do not even give an explanation. They just say I made opposing bets. I wonder what this is? What kind of advantage did I get out of it?

Posted on April 13, 2018

Dear PRLEITE06,

We have looked at your case and we have been discussing it with our platform provider EveryMatrix.

Our casino, Viks.com, is a white label casino operating on the platform of EveryMatrix. What has happened in this case is that your withdrawal of $4,001.00 was approved by us as soon as the verification of your account was completed but the withdrawal was not processed by EveryMatrix. As we operate on their platform they are eventually the ones also processing the withdrawals. As you mentioned the withdrawal was left pending for multiple days after we informed you that everything was okay and we contacted them to try to have it resolved each time you contacted us. Eventually after many contacts with them they informed us about the confiscation that took place and this is the information we also provided to you.

However, after reviewing the case ourselves we have noticed that the confiscation done by EveryMatrix was not based on concrete proof. We have worked on your case all day and your confiscated winnings of $2,011 have been credited back to your account. We will be in touch with you directly via email on how to proceed.

I would like to apologize for this experience and hope that you are satisfied with the outcome.

Best regards,
Nicky
Brand Executive

Posted on April 13, 2018

Dear Nicky,


I'm very happy to hear that. And at no time I was informed that the problem was with Moneymatrix. So I thought it was the Viks casino that did not process the withdrawal.
But now I need you to unlock my account so I can request a new withdrawal.

Posted on April 13, 2018

Hi again :)

The account should already be unlocked. Please try and log on and request your withdrawal. Our payments team will process the payment tomorrow.
Should you have any issues please feel free to contact support or myself personally on nicky.g­en­ove­[email protected]­vik­s.com.

I hope you have a nice weekend

Regards,
Nicky

Posted on April 13, 2018

Hi Nicky,


I just tried to log on, but my account is still locked.


If possible, I would like the withdrawal to be done without having to enter the account and request it myself.

Regards,

Pedro.

Posted on April 14, 2018

Hi Pedro,

I checked with everymatrix and although your account was unblocked, it took a while for your device to be unblocked too.

All is clear now and you should have an email from our support team.

I do not believe it is possible for us to make the payment without your withdrawal request, could you please make the request so that our payments team could process immediately?

Thanks in advance,
Nicky

PRLeite06 Brazil
Posted on April 14, 2018

Hi Nicky,


I was able to log in and requested the withdrawal.

Regards,

Pedro

PRLeite06 Brazil
Posted on April 14, 2018

Dear Nicky,

I want to thank you and Viks Casino that solved my problem with extreme speed and efficiency. I requested the withdrawal a few minutes ago and it has already been processed.

Posted on April 14, 2018

You are more than welcome :)

PRLeite06 Brazil
Posted on April 14, 2018

Dear AskGamblers,


My problem has been resolved and now you can finalize this complaint. I appreciate your contribution.

AskGamblers
Posted on April 16, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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