Complaint #89
Viggoslots Casino
Stalling withdrawal requests for no reason
5 years ago
Sadly, I come to you today with this complaint against ViggoSlots as I do particularly enjoying playing there.
On the 28th of December I requested withdrawals of $1031.16 (Coinspaid/bitcoin) and $4000 (Wire transfer). Both were subsequently approved by Viggo on the 29th with the Bitcoin received in my wallet within 6 minutes from this approval. The wire transfer however was not received, and on the 8th of January, $4000 was returned to my Viggo account with no explanation as to why it was returned from them.
On the 1st of January I made 2 deposits via Card of $500 combined and won, with my total balance at that time been $2000 (not including the $4000 pending). For clarification purposes, I used a bonus on the first deposit which I didn’t win on, balance played down to $0 and then redeposited with no bonus. I initially requested a Coinspaid withdrawal, which was denied despite previously receiving BTC. I then requested a $2000 wiretransfer on the 4th of January which again was denied due to verification (Requesting bitcoin wallet screenshot) and they further requested I withdraw via coinspaid and not wire transfer due to issues with Australian banks. (Less than a month ago I was able to receive Wire Transfers into my NAB account, I have letters from NAB showing this) Documents were sent and subsequently approved on the 10th of January. My account balance at this point was now $6000 and I cancelled the outstanding withdrawal requests that were made prior to my bitcoin wallet been verified.
On the 12th of January, I requested withdrawals of $600, $543.37, $1000, $2000 and $2000 – totalling $6143.37. One was rejected, $543.37 as a “cashback” amount that Viggo had placed into my account required to be wagered. I removed the cashback amount ($143.37) and then re-requested a withdrawal of $400.
Also on the 12th, Viggo approved the $600 withdrawal and I received BTC on the 15th into my cryptocurrency wallet.
On the 14th I cancelled the $400 and the $1000 withdrawals to consolidate the transactions and then immediately requested a withdrawal of $1400.
The remaining withdrawals of $2000, $2000 and $1400 are still “In Progress” status on my transaction page, with withdrawal dates of 12th, 12th and 14th of January.
In summary, I have not received $5400 despite previously receiving bitcoin (and in previous times, bank transfers) and Viggo now are non-responsive to emails on these withdrawals with live chat rehashing the same rhetoric of “…Withdrawals can take up to 48 hours to be processed. The time we need is depending on the workload of our financial department…Once processed you will be informed via email.” Or “Sorry for the delay but it will be processed soon”.
The continued stalling and poor/no response towards my withdrawal requests is disappointing, particularly given I had requested a $600 coinspaid withdrawal on the 12th and this was approved within an hour, yet the other 3 are still in pending status. This also violates Viggo's own withdrawal policy, namely 4.7 - "Viggoslots's finance department may take up to 48 hours in order to process player's withdrawal requests. This time period applies only if all documents for verification have been sent and verified. If account is not fully verified then processing might take a bit longer."
On the 28th of December I requested withdrawals of $1031.16 (Coinspaid/bitcoin) and $4000 (Wire transfer). Both were subsequently approved by Viggo on the 29th with the Bitcoin received in my wallet within 6 minutes from this approval. The wire transfer however was not received, and on the 8th of January, $4000 was returned to my Viggo account with no explanation as to why it was returned from them.
On the 1st of January I made 2 deposits via Card of $500 combined and won, with my total balance at that time been $2000 (not including the $4000 pending). For clarification purposes, I used a bonus on the first deposit which I didn’t win on, balance played down to $0 and then redeposited with no bonus. I initially requested a Coinspaid withdrawal, which was denied despite previously receiving BTC. I then requested a $2000 wiretransfer on the 4th of January which again was denied due to verification (Requesting bitcoin wallet screenshot) and they further requested I withdraw via coinspaid and not wire transfer due to issues with Australian banks. (Less than a month ago I was able to receive Wire Transfers into my NAB account, I have letters from NAB showing this) Documents were sent and subsequently approved on the 10th of January. My account balance at this point was now $6000 and I cancelled the outstanding withdrawal requests that were made prior to my bitcoin wallet been verified.
On the 12th of January, I requested withdrawals of $600, $543.37, $1000, $2000 and $2000 – totalling $6143.37. One was rejected, $543.37 as a “cashback” amount that Viggo had placed into my account required to be wagered. I removed the cashback amount ($143.37) and then re-requested a withdrawal of $400.
Also on the 12th, Viggo approved the $600 withdrawal and I received BTC on the 15th into my cryptocurrency wallet.
On the 14th I cancelled the $400 and the $1000 withdrawals to consolidate the transactions and then immediately requested a withdrawal of $1400.
The remaining withdrawals of $2000, $2000 and $1400 are still “In Progress” status on my transaction page, with withdrawal dates of 12th, 12th and 14th of January.
In summary, I have not received $5400 despite previously receiving bitcoin (and in previous times, bank transfers) and Viggo now are non-responsive to emails on these withdrawals with live chat rehashing the same rhetoric of “…Withdrawals can take up to 48 hours to be processed. The time we need is depending on the workload of our financial department…Once processed you will be informed via email.” Or “Sorry for the delay but it will be processed soon”.
The continued stalling and poor/no response towards my withdrawal requests is disappointing, particularly given I had requested a $600 coinspaid withdrawal on the 12th and this was approved within an hour, yet the other 3 are still in pending status. This also violates Viggo's own withdrawal policy, namely 4.7 - "Viggoslots's finance department may take up to 48 hours in order to process player's withdrawal requests. This time period applies only if all documents for verification have been sent and verified. If account is not fully verified then processing might take a bit longer."
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