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Viggoslots Casino - Payment delayed for weeks now

REJECTED
Complaint Info
Disputed casino Viggoslots Casino
Reason Delayed payment
Amount $ 500
jdris2 Queensland
Posted on April 6, 2020

Hello, My user name is Jdris2.
I have played at viggoslots casino for a year or two now.

After a few different transparency issues with Viggoslots i made a withdrawal on 25/02/2020 that i still have not recieved.
i was sure i input all the correct details as they were directly copy and pasted from my bank accounts online access, However i do not have the proof so i digress.

I asked them 2 weeks later about the payment and why i had not received anything yet to which they requested a bank statement as proof it hadn't been received which was completely fine and i sent that on the 10th March and requested proof of payment. A few days later on live chat their team unofficially supplied me the details of my bank account which the wire transfer payment was made to and we figoured out the BSB number was slightly wrong.
The following day (the 12th or 13th March) I was told my problem had been rectified and payment re-sent and not to worry i would see the payment over the next couple of days. which i was more then happy about and requested the proof of payment again.
From that day onward any enquirys i had were almost completely ignored or were replied to with extremely vague/bare minimum answers.
I finally received official proof of payment on 24/03/2020 and it was still the original withdrawal from 25/02/2020 confirming it was processed on 02/03/2020.

I explained the situation and i have been told almost everyday since, that they were working on it, waiting for a reply, looking into it, put a note on my account, or waiting for the money to bounce back ect.
It has been 13 days now and just today i asked what exactly am i waiting on? to which i got the reply "the money to bounce back" when i questioned it further asking how long does it usually take for money to bounce back i was informed the normal time frame is 5 days.

Although I'm constantly assured things are being taken care of, i think you can understand why my hopes of this casinos integrity is diminishing.

I just want my money, or at least some straight answers as to whats going on here.

Thanks, Joe.

AskGamblers
Posted on April 6, 2020

Dear @jdris2,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

jdris2 Queensland
Posted on April 6, 2020

Transaction ID; 5517940
in the amount of $500.

Posted on April 8, 2020

Dear JDRIS2,

The withdrawal was processed to the bank account submitted by you.

As you said, we have provided the proof of payment on your bank account with your correct full name, account number and bic.

If the payment, for any reasor ( or due to wrong account details) doesn't reach the recipient, it must bounce back back to us and only after this we can process a new payment.

We can confirm that the payment has not bounce back to us so far and unfortunately we can not influence it.

In the meantime , we recommend you contact your bank and provide them our proof of payment.

We will let you now promptly if there will be some news from our side.





Best regards

Viggoslots Casino

jdris2 Queensland
Posted on April 8, 2020

Hello, we have already established the fact that I have not received payment and that the BSB number is wrong a long time ago. I have submitted bank statements to prove this.

I visited my bank to make sure I was able to receive other currency funds into my bank when I was still under the belief all payment details were correct and was assured that would be okay and they hadn’t received anything at all.

When questioned about why my payment was taking so long on live chat I was told you are waiting for my payment to bounce back, yet another time I had asked how long payments take to bounce back you informed me “5 days” it has been 43.

When confronted with these two contracting statements, you changed the reason and said it’s because I’m being investigated? However I have sent my bank statements and asked multiple times if there’s anything you need from me or that I could help with and you just keep giving me run-around excuses.

AskGamblers
Posted on April 11, 2020

Dear Viggoslots Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on April 14, 2020

Hello JDRIS2,



We have processed the payment to the bank account with your full name, account number and bic from you submitted and these are the main details needed to successfully complete any transaction.

The payment don't go through  if the name of the recipient  do not match with the account number and it  always bounce back to us within a few days. In your case, again,  the full name and bank account submitted are correct and we  haven't received back any payment so far.

We are of course sorry for the unpleasant event but unfortunately if the payment  doesn't bounce back to us we can't process it again because it means that the transaction was successful and  we ask you  again to double check with your bank please.




Best regards
Viggoslots Casino

AskGamblers
Posted on April 14, 2020

Dear @jdris2,

The AskGamblers Complaint Team confirms that we have received a valid evidence from the casino to prove that the payment was made correctly. We kindly ask you to update your complaint in a timely manner and confirm if you have cooperated with the casino and once again double checked with your bank, with details received from the casino, what is happening with your payment.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse to cooperate with a casino or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

jdris2 Queensland
Posted on April 14, 2020

Viggoslots, I am unsure of why you are continuously saying the details are correct? when we both know they are not. we’ve spoken nearly every day about this?
I am amazed you are even putting those words in my mouth, especially considering how incredibly easy it is to disprove such a “theory”? My details are all very clear to see on the bank statement you requested from me.

Adding on to that, if you are so certain all the details are correct, why are you waiting for the money to bounce back? Which one is it. Surely you can see if a payment was successful or not?
Or is it just that I am still under investigation?

Posted on April 17, 2020

Hello JDRIS2,

From the screenshot you sent we can see that the account number and your full name are correct.

We followed the transaction details that you filled up when you did request your withdrawal. Please make sure to fill up correct and complete information next time as the bsb is uncorrect most likely because you omitted something in the details.

We still can confirm that the transaction has been sent from our side to the correct account number and full name.

If for some reason the transaction after that has been sent could not reach the recipient it bounce back to us but it did not happen till now. The only thing to do is to ask help from your bank as we have no way to influence this process.





Regards

Viggosltos Casino

jdris2 Queensland
Posted on April 17, 2020

After doing a quick search on a bank database there does not seem to be any banks using the BSB provided in the payment receipt. It is possible the database does not cover all banks though.
the chances a bank using this BSB exists that has someone with the same account number as me seems extremely unlikely however i will call my bank tomorrow and try and see what can be done.

- however please dont close this complaint yet as you will hear from me tomorrow on how it went

May i ask why i had to enter a BIC/SWIFT code in the withdrawal request ? because it does not seem to be present on the payment receipt.

Posted on April 18, 2020

Hi JDRIS2,


The bic/swift are part of transaction details needed to make sure the payment reaches its destination safely.



Best regards
Viggoslots Casino

jdris2 Queensland
Posted on April 18, 2020

The bank was shut today I will have to go in tomorrow.

How was it ever going to reach me safely if the BIC/Swift code was not included?

jdris2 Queensland
Posted on April 19, 2020

After speaking to my bank today they said they cannot see any incoming transactions at all and it is likely that without a swift/BIC code it never made it to the country.

AskGamblers
Posted on April 22, 2020

Dear Viggoslots Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on April 23, 2020

Hello,

Unfortunately there are not any updates regarding this case from our side, the payment has not bounced back to us and we have no way to influence this process.

Usually when the transaction doesn't go through it bounces back to us. if it doesn't happen is because the transaction was successfully sent to the receipt.

From our side we have done everything possible to provide all details for this case. We have  processed the payment to the bank account with full name, account number and bic from the player submitted.

We have sent the proof of payment but we do not have any proof  from the player side that the transaction has not reached him or tangible proof of  communication with him and his bank concerning the case.

We have provided all details we could  and of course we are sorry for the unpleasant event.





Best regards

Viggoslots Casino

jdris2 Queensland
Posted on April 27, 2020

I’m just waiting on a letter from my bank.

jdris2 Queensland
Posted on April 29, 2020

I Will get Further confirmation.

AskGamblers
Posted on May 4, 2020

Dear all,

This complaint has been reopened as per Viggoslots Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on May 4, 2020

Hello JDRIS2,


in the screnshot provided is clear that is just a genereal question asked to the bank and we want to point out that in our case the swift code was correct.

Furthemore the bank did ask the amount and the date to check that transaction properly and this evidence have not been provided till now. Please provide us real evidence!




Best Regards

Viggoslots Casino

AskGamblers
Posted on May 7, 2020

Dear @jdris2,

Please let us know if there are updates regarding your ongoing complaint, and whether you have cooperated and investigate further with the bank considering the BSB number used in the disputed transaction.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

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