Withdrawal accepted but not received

Dear AskGamblers Complaint Team,

I am requesting your assistance regarding an outstanding EUR 2,000 withdrawal from Viggoslots Casino and a prolonged KYC verification process involving repeated verification approvals and reversals, contradictory document requirements, and a document requirement that I am currently unable to satisfy because my Austrian bank does not issue bank statements in the format Viggoslots is demanding.

I want to make clear from the beginning that I am not refusing KYC verification. I have repeatedly cooperated with Viggoslots, submitted the requested documents, and remain willing to complete any legitimate and clearly communicated verification requirement.

My problem is that the verification requirements have repeatedly changed or contradicted the written requirements provided to me, while my KYC status has been approved and subsequently returned to pending/unverified status.

I requested a withdrawal of EUR 2,000 from Viggoslots. During this process, I completed KYC verification and received confirmation that my account had been successfully verified. However, my verification was subsequently reopened/returned to pending status.

I cooperated with further verification requests. I provided official Austrian proof of residence (Meldezettel/Meldeschein), and my verification was again completed/accepted.

My withdrawal nevertheless continued to encounter problems. At one stage, Viggoslots informed me that my withdrawal to my credit card had failed upon approval and instructed me to submit a new withdrawal using an alternative method, such as bank transfer.

I followed their instructions. Viggoslots then requested verification of the bank account/payment method.

The verification requirements presented to me by Viggoslots stated:

“(Europe) Name, IBAN and BIC/SWIFT must be visible.”

I submitted an official Austrian bank statement containing the applicable European banking information. The document was nevertheless rejected because my residential address was not displayed on the bank statement. This directly contradicted the European bank-statement requirements that had been presented to me.

I raised this issue with Viggoslots.

Viggoslots subsequently acknowledged in writing that my account had already passed KYC, my proof of address had been approved, and that the rejection asking for an address conflicted with the European bank-statement requirements shown in their portal.

I also received another written communication from Viggoslots stating that for European bank statements, Name, IBAN and BIC/SWIFT must be visible. However, another representative later informed me that their Compliance team required the bank statement to contain an address, name, IBAN, bank logo, date, and transaction. This left me with contradictory requirements from Viggoslots itself.

Viggoslots has now confirmed in writing that my EUR 2,000 withdrawal was declined because my KYC was not verified. They are again requiring me to submit a bank statement showing my residential address. However, in that same communication, they describe the bank-statement requirements as requiring my name, date, IBAN/account number, and BIC/SWIFT, again without listing the address among those document requirements.

Most importantly, my Austrian bank does not issue its bank statements with my residential address displayed. Therefore, I cannot obtain the exact bank-statement format Viggoslots is currently demanding.

This is not a refusal to cooperate.

I have an official Austrian bank statement establishing my banking information. I have also provided separate official documentation establishing my residential address, including official Austrian proof of residence.

I have explained to Viggoslots that my bank does not issue bank statements containing my residential address and requested an alternative verification method or manual Compliance/KYC review.

Viggoslots' latest response states that the requirement for a bank statement showing my address comes directly from its KYC department and that customer support is unable to modify the requirement. Therefore, I am currently in a situation where my EUR 2,000 withdrawal has been declined because of KYC, while KYC is requiring a specific document format that my bank does not issue, despite my willingness to verify the relevant information using separate official documents.

I have repeatedly contacted Viggoslots support and have been told on multiple occasions that my case was forwarded or escalated to the relevant KYC/verification/payment department. I have also submitted formal written complaints directly to Viggoslots. Viggoslots acknowledged receiving my formal complaint, but the underlying issue remains unresolved.

My verification has repeatedly been approved and subsequently reopened, and my EUR 2,000 withdrawal has now been declined because of the unresolved KYC requirement.

I respectfully request AskGamblers' assistance in obtaining a manual review and final resolution from Viggoslots. I am requesting that Viggoslots:

Allow me to verify my bank account and residential address using official documents that my Austrian bank and Austrian authorities actually issue;

Accept my official bank documentation for verification of my bank account together with my separate official Austrian proof of residence for verification of my address, or provide another reasonable and obtainable alternative verification method;

Explain and resolve the contradictory bank-statement requirements that have been communicated to me;

Complete my KYC verification without repeatedly reopening previously completed verification unless a specific reason is provided;

Process and pay my outstanding EUR 2,000 withdrawal without further unnecessary delay once the verification issue is resolved.

I have extensive documentary evidence supporting this complaint, including KYC approval confirmations, subsequent KYC reversals, the EUR 2,000 withdrawal history, proof-of-address verification, Viggoslots' European bank-statement requirements, the rejection because an address was missing, Viggoslots' written acknowledgement of the contradiction, later conflicting requirements from Compliance/KYC, my formal complaints, and Viggoslots' latest confirmation that the EUR 2,000 withdrawal was declined because KYC was not verified.

Because the complete evidence package exceeds the attachment-size limit of the AskGamblers website, I am attaching the most important evidence to this complaint and will send the remaining evidence separately by email to AskGamblers, referencing this complaint.

I can also provide the original documents privately if AskGamblers requires them.

I respectfully ask AskGamblers to assist in obtaining a final resolution and payment of my EUR 2,000 withdrawal.

Thank you.

Dear AskGamblers Team,

I am formally submitting this complaint against Viggoslots regarding a non-credited bonus (Free Spins) despite my full compliance with their promotional terms, compounded by the blatant incompetence of their customer support.

Initial Deposit Details:

Date and time: June 29, 2026, at 22:26

Amount: 20.00 EUR (via Skrill)

Issue: I made this deposit specifically to claim the Free Spins associated with my account. However, they were never credited.

Customer Support Incompetence and Delaying Tactics:

Instead of resolving this issue, the support team used automated responses and absurd delaying tactics:

Nonsensical justifications: To stall, the support gave me a pre-formatted speech about withdrawal timeframes taking up to 10 working days due to "bank delays". This is absolute nonsense since I am claiming a bonus on a deposit, and furthermore, my withdrawal requests are made in cryptocurrency. Applying traditional bank transfer timeframes to blockchain transactions proves they do not even read the cases.

Contradiction of terms: They eventually invented a sudden "ineligibility" for bonuses, which directly contradicts the promotion's terms linked to my deposit.

Abusive incentives: Instead of crediting what is rightfully owed to me, they tried to make me deposit again by offering a different bonus (50% wager-free).

A formal notice was sent to their support on July 6, 2026, which remained completely ignored.

Expected Resolution:

I request AskGamblers' intervention to demand the immediate credit of my owed Free Spins. Furthermore, considering the unacceptable two-week delay, the sheer incompetence of the support, and the time I have wasted, I request a reasonable goodwill compensation (such as a wager-free cash bonus or an additional batch of wager-free spins).

Failing that, I demand a full refund of my 20.00 EUR deposit. All evidence is attached to this case.

Best regards,

< full name removed >

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.

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

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 >