Complaint #131 Viggoslots Casino

Declined my withdrawal with no valid reasons

By Sajjad S.

4 years ago

Hello

I deposited 300 EUR got their welcome bonus, played and won and cashed out, no problem.

Second time I deposit 300 EUR get their second wager-free bonus. I win and cash out. No problem.

Third time I deposit 300 EUR. Won in my first few spins and made it to 928 EUR (628 real money plus 300 bonus). I opted to cash out which means I forfeited the bonus. Day after they tell me I have to at least wager through my original deposit. Fair enough I think. I check the account and see that I have real balance of 628. I continue playing the same video slot that I was playing before, having in mind that I have to play for another 280 EUR. I keep playing with 4 EUR. I complete the playthrough. Played more than needed. But I was not happy with my result so I decided to gamble further and lose it all or cash out a good sum. So I switched between 3, 4, and 5 EUR bets. I finally won with a 5 EUR spin and cashed out 820 EUR.

The day after they tell me this:

"While using a bonus, or playing with funds which have been gained from a bonus, you are playing in accordance with the T&C for a fair play."

They are pointing to the fact that by playing with 5 EUR bets I violated their bonus terms. (their maximum bet is 4)

1) They returned the money to my account and it said I had zero bonus and 628 EUR real balance. All I had to do was to play for around 280 EUR (to play through my original 300 EUR deposit) and then I would be able to cash out. I understand the bonus terms and I have read and adhered to them. I had no active bonus when I played with 5 EUR bets. I was playing with real balance with no relation to any bonus whatsoever (The bonus has been taken away by them already when I asked for a withdrawal). They TOOK AWAY 300 EUR bonus when they declined the 628 EUR withdrawal (I had total of 928)

I would totally understand if I was playing with 628 real balance plus 300 bonus balance. But it was not the case. With due respect, They cannot expect to take away the bonus and still require me to play as if I had an active bonus until forever (!?) What is the logic here?

2) What they wrote in the email is definitely not in their "Terms & Conditions" and "Bonus Terms". I screenshotted both of those pages! Specifically the part about "FUNDS WHICH HAVE BEEN GAINED FROM A BONUS". That phrase is non-existent there. It is completely made-up.

The term says "while having an active bonus". That is a very clear moment. Is there a bonus? then one should play according to bonus terms. Is there not an active bonus? Then one is free to play how he would like to.

3) I clearly had no active bonus when I was playing with 5 EUR bets. And I have played for more than my original deposit.

So I am asking Viggoslots to process my 820 EUR withdrawal.

Alternatively, they can return my 628 EUR PLUS 300 EUR bonus and then I play with maximum 4 EUR bets. Does that sound fair to you? But please include that new "rule" that you just created to avoid paying me in your bonus terms to avoid future confusion.

All the best

Sajjad

Disputed Casino Viggoslots Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

AskGamblers Casino Complaint Team has received email from the casino with the needed explanation and evidence issue related. Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Viggoslots Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

4 years ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Viggoslots Casino management failed to provide reasonable justification and/or solid evidence which could help us review and decide on this case adequately.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity.

Viggoslots Casino

• Representative

4 years ago

Hello SAJJAD13,

As per the bonus term 3.15 "A final is considered when the player has finished playing and requested a withdrawal and that withdrawal has been approved". It means when player claim the bonus with the deposit and start to play, the player has to follow the bonus terms until they withdraw all the winnings. Our team verify the gameplay when the player process for withdraw and apply the bonus term accordingly.

You can always check with us via chat and email for any clarity to avoid the situation like this in the future.

Best Regards,
Viggoslots Casino.

sajjad13

• Sweden

4 years ago

Yes. I understand your explanation.
The problem is that "your explanation" is nowhere to be found in Terms and Conditions.

Specifically this:
"The remaining balance is still considered a win generated by your bonus and the bonus conditions continue to apply."

Viggoslots Casino Complaint Stats

Resolved 61 / 66

Avg. Amount $1,771

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Viggoslots Casino Complaints

See all complaints for this casino

Ongoing withdrawal issues

Once again I am having withdrawal issues at Viggoslots which has been going on for weeks. I won $125 and the withdrawal was approved, and then apparently the payment didn't go through to my credit card due to "technical issues" which often occurs at this casino and starts a painful exchange with their support team. I tried another credit card with the same thing occurring. I got in contact with support, who advised to try another method. I attempted to withdraw by btc which was declined as it wasn't the same as the deposit method (being a credit card, which withdrawal didn't work to). They then suggested to try by bank transfer or mifinity. I don't have a mifinity account which I told them. I also told them their bank transfer fields don't work, as I keep getting an error message when I attempt to withdraw. Also weirdly, there is no field for a bank account number which makes me suspicious. That was several weeks ago and since then there have been about 5 sets of email from me to Viggoslots and them back to me with them repeatedly saying to withdraw by mifinity or bank transfer, despite me saying each time it doesn't work. I have sent them a screenshot of the bank transfer error message about a week ago, but they've just asked for another one while continuing to advise I withdraw by mifinity or bank transfer. I suspect they are stalling in the hope I will give up. I feel a fool for having deposited here again. Regardless, I did, and am hoping ask gamblers can help me retrieve my money.

Resolved

$125

KYC approved but they removed it right after

I am submitting this complaint regarding my delayed withdrawal of 17,000 NOK from Viggoslots.

Timeline of events:

I requested a withdrawal of 17,000 NOK.

The casino then requested KYC/verification documents.

I completed the requested verification process and submitted my documents through Sumsub.

I received confirmation that my KYC documents had been successfully verified.

After this, the verification process became inconsistent. At one stage, my account showed that identity verification was still pending again, even though I had already been verified.

The casino then claimed that they had sent me an additional email/link for address verification, but this email did not arrive. I checked inbox, spam, and junk folders.

I contacted live chat multiple times. Instead of resolving the issue, support repeatedly claimed that the email had been sent, gave resend times, and closed the conversation without actually solving the problem.

I also have evidence showing that I do receive other emails from Viggoslots, including in spam/junk, which makes the missing verification email even more questionable.

Later, I completed the requested verification again through Sumsub, and the profile was marked as verified.

Live support then clearly confirmed in chat that they had all the documents needed for my KYC and that my account was fully verified.

My account dashboard now shows account_fully_verified, with both id_approved and poa_approved, and the identity verification step marked as completed.

Despite this, my withdrawal of 17,000 NOK still remains “in progress” and has not been paid.

Important points:

I have fully cooperated with every verification request.

I have submitted the requested documents.

I have completed the Sumsub process.

I have proof that support confirmed my account is fully verified.

My account status itself shows full verification.

Therefore, KYC can no longer reasonably be used as the reason for delaying this withdrawal.

I also note that smaller withdrawals were processed previously, while this larger withdrawal has been delayed.

At this point, I am asking the casino to stop delaying the matter and to process my withdrawal without further excuses.

I am fully verified, and there is no valid reason left to keep the withdrawal pending.

Rejected

kr17,000

Repeated withdrawal issues

I have been trying to withdraw 2 withdrawals from viggoslots for about 3 weeks. One of $45 and the other about $200. Each time, amounting to 4-5 times, I get an email from them saying that the withdrawal has failed upon approval and inviting me to attempt another method. I have tried to withdraw to 3 different credit cards with the same outcome, sometimes several times. I have recently attempted to withdraw the $200 one to mifinity (had to create an account in desperation just for this purpose as it was my only option other than card) and that is still in process mode. The other $45 was not returned to my account after it reportedly failed upon processing so has just been re-absorbed by viggoslots. I am fully KYC verified and the withdrawals have already passed approval, so there is no issue with bonus use etc. but they are just not reaching my bank for a reason only viggoslots would know. I would like viggoslots to cease the practice of failing withdrawals upon approval ideally, but short of that I would like the $200 to be processed promptly, rather than it fail upon approval. I would also like the $45 returned to my account and for its withdrawal to proceed without issue.

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1400 Withdraw been cancelled since 2 weeks everyday

Hey it's been around 2 weeks I'm trying to withdraw my money and I'm verified etc. They keep canceling my withdrawal with no reason attached to it. I've been talking to an agent every day since and they keep telling me the same thing to switch withdrawal method, etc, etc.

They should know why they canceled my withdrawal, but they never tell me why.

Resolved

$1,400

Attempting to delay withdrawal

I have been trying to withdraw multiple times each time I have cancelled and lost due to delay but this time I waited for the time frame they have stated still haven’t received the withdrawal.

I have done verification too there chat doesn’t seem serious too don’t know who else to contact so chose here to get help

Resolved

$380

Withdrawal request processed then reversed casino not responding

Hi Disputes Team,

I am KYC verified and made a withdrawal request of $280.31 NZD on 17-04-2025. I confirm that the winnings were from real funds, not bonus funds, and I received an email from Viggoslots on 24-04-2025 stating that my request had been processed and my winnings would "soon be credited to my account."

When they still hadn’t arrived 4 days later, I logged into my casino account and that’s when I noticed my withdrawal, which was marked as 'processed,' had been reversed and added back to my account balance.

I immediately contacted the help desk to inquire about the reason for this reversal and spoke to Sophia, who confirmed that my withdrawal was processed on 23-04-2025, but she was unable to explain why it was reversed, or why I was not notified. She assured me that she had escalated my case to the relevant department and that someone would contact me.

That was 10 days ago.

Despite my multiple attempts to resolve this via email and live chat, I am repeatedly told that 'someone will contact me soon.' However, it seems we have differing interpretations of 'soon,' as I am still waiting for that reply.

Furthermore, each of my several attempts to withdraw my winnings after they were reversed has been cancelled by the casino. This is followed by an email from the Viggoslots finance team stating:

"Unfortunately, we had to cancel your withdrawal(s) due to a breach of the following Terms and Conditions:

4.2. All deposits must be wagered at least once before the player is able to withdraw any balance"

I have asked Viggoslots to specify which deposit they are referring to and the ID number, as the deposit that THIS withdrawal relates to has already been wagered on 17-04-2025 when I made the original request to withdraw my winnings. There has been no reply to this request either.

It is my belief the casino's algorithms are mistakenly reading the reversal of my withdrawal as a 'Deposit' of $280.31 NZD, leading to the automatic decline of my withdrawal requests.

My most recent email to Viggoslots clearly demonstrates that this is a withdrawal and that all T&C's were followed. This was sent 5 days ago, and today I received the same cut & paste email informing me that my “request has been received and forwarded to the relevant department.”

I want Viggoslots to explain why my withdrawal was reversed after processing. If it has been incorrectly classified as a 'deposit,' I expect them to correct this mistake so I can withdraw the winnings I am owed from 17-04-2025, as indisputably confirmed by Viggoslots in their 24-04 email.

Please let me know if there is any additional information you need.

Sincerely,

< first name removed >

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Viggoslots stalling 2400euro withdrawal over a week

Dear AskGamblers and Viggoslots

I've been waiting for my withdrawal to get accepted for over a week now.

I made the withdrawal request of 2400 euros on 2025-03-05, and I might add that my account is fully verified, and I have made two earlier withdrawals on this site without any problems.

I've been in contact with support multiple times without any explanation why there is such a huge delay this time, just that I need to have patience.

Looking forward to hearing from you.

Best regards

ocken

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Withdrawal issue at Viggoslots Casino

Dear ASkGamblers Support Team,

I am reaching out regarding my $4,410 withdrawal, which has been pending for over 48 hours. The verification process has been completed, but despite this, there has been no progress, and I am growing increasingly concerned about the delay.

I have contacted the support of Viggoslots multiple times, but unfortunately, they have not been able to provide any clear answers or updates. I was simply advised to wait, but I feel this situation requires immediate attention.

I kindly ask for your assistance in resolving this matter as soon as possible, as I am worried about the status of my funds. Please look into this and provide an update at your earliest convenience.

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I have been waiting for my withdrawal to be processed for almost 4 weeks.

I have submitted my documents, they were received and approved. This is the third time now I've had to submit my documents and go threw this process. I have also made deposits with you and had previous withdrawals with you with no issues at all it was actually a great experience. Until now......

I'm getting no answers from your chat agents, other than being told it's sent to another department they will contact me. I've been waiting for this department to contact me for 3 weeks. With nothing. I've spoken to you guys every day since Nov 20 about my withdrawals. I honestly just want my money..... I and mainly this issue to be resolved so I can continue using your services with confidence.......

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