Complaint #52 Viggoslots Casino

Still waiting for my $5,000 payment to be processed

By Louanne A.

6 years ago

Message on forum

Hi my name is Louanne and I would like to get help in getting my money from viggoslots. I would like to firstly say that before I requested for withdrawal I have sent all relevant documents for verification and have received email confirmation that my account was successfully verified. I have attached file dated 15/05/2020.

On 15/05/2020 after I received confirmation that my account has been verified, I requested for withdrawal of $5000. I received email saying that my withdrawal request has been approved and wire transferred on the 16/05/2020 and it can take up to 4 days to reach my account. I was abit disappointed because I was hoping that it will take 48 hours if account has been successfully verified. (According to viggoslots guidelines) Regardless of waiting an extra 2 days to get my money I calmly accepted it. Then on the 21/05/2020 I received email saying that unfortunately they were unable to process payment with St.George Bank and to used another method. I was starting to get confused because I was sent confirmation that it was transferred on the 16/05/2020. So if it did not go through then why send me confirmation of the wire transfer. I tried to ask why it was unable to process and why was I sent confirmation that it was transferred and it can take up to 4days to be in my account, then after 4 days sent me an email saying it was unsuccessful. This just doesn’t really sit well with me but I still calmly communicated with them and explained that since they did not accept my Credit Card and Bank account to received my funds I do not have another account with a different bank. They then said that since I do not have another method they will allow the use of third party account. Just to be sure that I understand correctly I ask if the used of third party account means that I can use account that is not in my name and They said yes that is correct. The lists of banks that they accept are NAB,ANZ, Suncorp-Metway, Westpac, HSBC and Bendigo. I will also have to send Bank statements. After back and forth conversations with viggoslots I have used my partner’s bank account since his bank is on the accepted lists of viggoslots. I have given them my partner’s Westpac Bank account and Bank statements, in the bank statements it can show that my partners Bank account and my bank account have regular transactions with transferring funds from his account to my account and vice versa., it can show that the third party bank account I have chosen was not random.

After another back and forth conversations with viggoslots, they have sent an email saying that the third party account has been verified and I can now proceed with withdrawal (25/05/2020).

I requested for the $5000 Withdrawal to be wire transferred to the third party account and they have sent me another confirmation that they have approved the withdrawal and have processed it and will be in the account within 4 days (25/05/2020).

On the 28/05/2020 I received email saying that unfortunately the wire transfer to the third party account could not be processed and to use another alternative method.

By this time I was really starting to get so annoyed and frustrated because I believe that I did the right procedure and yet I am being treated so unfairly. Again I started questioning why it was Unable to be processed when I was sent confirmation that it was processed. I asked for explanation and to clarify why it’s happening when the third party bank I used is on the lists that was accepted. Customer support was not able to answer any of my questions and when I asked to speak to a supervisor or manager they simply responded “sorry no” I have also attached the screenshots of the conversations between viggoslots and I. I don’t know what else to do because I cannot get an answer from the customer support and the last email I received from viggoslots was the 29/05/2020 it just state that my question have been noted and someone will get back to me. I really feel that I have been treated so poorly and I would like to just get my money from them because it is not fair that when I deposit money into the viggoslots casino it is taken out of my account instantly with no problem

Whatsoever and now that I am trying to withdraw money they are making it difficult and with no valid reason. Please kindly help me get the money put in my account.

The last time they sent an email was monday, 1/06/20 just to say that they have received my request and the financial department will get back to me, it was the exact email that they sent me last friday, 29/05/20.

Kindly help me resolve this payment issue.

Louanne

Disputed Casino Viggoslots Casino

Reason Delayed payment

Amount $5000

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Louanne612

• New South Wales

5 years ago

Hi! Money is in the account thank you so much.
Happy to say this has been resolve.
Have a good day

Lou-Anne

Thank you so much AskGamblers and Viggoslots for helping resolve this issue

AskGamblers

• Support Team

5 years ago

Dear @Louanne612,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Thanks in advance for your cooperation.

Louanne612

• New South Wales

6 years ago

To Viggoslots,

I am really hoping that the transaction to the third party account will finally go through. Thank you for your assistance in processing the payment. I will advised if it successfully reached the third party account.

Thanks,
Louanne

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.

Resolved

$260

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 >

Resolved

$280

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

Resolved

€2,400

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.

Resolved

$4,410

Delaying my withdrawal of 1510.80 Euros

Hello Askgamblers,

Viggoslot is trying to delay my payout for some reason.

On 27.01.2024 I had requested my payout of 1510,80€ and today they wrote me that due to a high number of payout requests the whole thing is delayed further. I have been told the same thing over and over again in the live chat.

Please help me.

Unresolved

€1,511

Withdrawl not being processed

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.......

Resolved

€150