Complaint #63 Viggoslots Casino

Withdrawal canceled with false reason of breaching terms

By MrSergiuTM

6 years ago

Hi askgamblers,

Below the context of my issue with Viggoslots Casino.

I received 50 free spins on "Sticky bandits slot" from where I made around 10 euros. Played more slots and table games and had 2 withdrawals of 1000 euro and 700 euro.
Later I received an email that my withdrawals were canceled and taken under T&C breach as follows:

3.7 All games have a maximum betting limit of €4/4$/40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that where completed during the bonus period.

Now the interesting fact is that they have this in their bonus terms about free spins:
2.1.1 There are no wagering requirement on winnings from the free spins.

Therefore all the winnings from the free spins were directly cash balance.
I also checked this before proceeding further and there was NO ACTIVE BONUS, so this condition that they flagged is not applying here.

What's ironic, even though this would've been a bonus I only had only one 4.8 euro bet and it was a loss.

They don't look like a shady casino that you should avoid, but with this situation I'm rethinking if I would recommend them to others.
Hope this is just a mistake or tech error, but would really like an answer and hopefully a positive one.

I've got emails, videos of withdrawals and and excel file with my bets.
I'm asking Viggoslots to be reasonable when rechecking this.

Thank you

Disputed Casino Viggoslots Casino

Reason Declined payment

Amount €150

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

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.

Viggoslots Casino

• Representative

6 years ago

Hello,

the player won 1700 euros. His last deposit was 85 euros with whom he claim 100% bonus.

The winnings of the player have been forfeit in respect of the breach of terms 3.7

3.7 All games have a maximum betting limit of €4/4$/40NOK/40DKK per game round/spin during the time that a bonus is active on the player's account.

Following this term the withdrawal have been declined, the winnings forfeit and the deposit equal to 85 euros gaven back.

Unfortunately this was an unlucky technical issue as we could deduct that the player did not won with bonus but with the free spins
Sticky Bandits from the promotion : Game of the Month.

As the max cashout for Game of the Month is 150 €, we have gaven back 65 euros more to the player added to the previous 85 euros he got for the deposit we gave back. For a total of 150 euros.

Best regards,
Viggoslots Casino

MrSergiuTM

6 years ago

Hi AskGamblers,

As you can see below there was not mentioned that the free spins are from game of the month.

And on top of that when my winnings were suspended they did not specified anything about the 85 euro (see in the pic attached).

I will consider this resolved when the full 150 euro are added in my account. In current situation only 65 euro was added today.

Thank you,
Sergiu

AskGamblers

• Support Team

6 years ago

Dear @MrSergiuTM,

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.

Viggoslots Casino Complaint Stats

Resolved 63 / 69

Avg. Amount $1,708

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Viggoslots Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 50 out of 54 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Viggoslots Casino Complaints

See all complaints for this casino

2000 EUR Withdrawal delayed after repeated KYC reversals

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.

60h left

€2,000

I did not received my withdrawal

My account was suddenly closed while I still had a positive balance of €60 and a €300 withdrawal pending.

It has now been five days since I started contacting their support by email, but I have received no response at all. Since my account has been closed, I no longer have access to the live chat either, leaving me with no way to communicate with the casino.

I have not received my €300 withdrawal, and I have no information about what will happen to the €60 remaining in my account. I am very concerned because, after reading many similar complaints from other players, I fear that I may never receive my winnings.

I have deposited more than €7,000 at this casino and I simply expect them to honor their obligations by paying my pending withdrawal and returning my remaining account balance.

I kindly ask AskGamblers to help me resolve this issue and obtain a response from the casino.

Unresolved

€360

I didn't get my withdraw

Hi. I'm having trouble receiving one of my withdrawals. On July 7, 2026, the casino approved two withdrawals: 32,000 NOK and 5,000 NOK. I only received one, 32,000 NOK. I sent them bank statements in PDF format. It's been 20 days and I still haven't received my money. Can you please help me??????

Resolved

kr5,000

Free Spins not credited after an eligible deposit absurd support justifications

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 >

Resolved

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