Complaint #55 Viggoslots Casino

Withdrawal declined for no reason

By Jani L.

6 years ago

8.5.2020 I played 270euros at Viggoslots 100% welcome bonus, which I found at Roshtein's Twitch channel. I watch him all the time and play casinos he promotes. I found Viggoslots at he's casino list that he promotes and give bonuses to. I chose Viggoslots and deposited 270 euros. played pragmatic's Hercules & pegasus, one of my favorite games because that double bonus game. I was lucky and landed that double bonus game and won big time. I was so exited to won something so big. Then I made a withdrawal to 1335,30 euros that was left to me after wager ended. Then I get an email that I'm banned and can't get any money. I did nothing wrong, did not break any bonus terms or anything, just played my favorite slot and won, so they just don't pay wins and take money? this doesn't seem fair to mee. I have contacted curaçao e gaming and they said that they look into it, after I spammed the complaint to them multiple times, like I don't matter to these casinos at all.. I have proof of all of this, I screenshotted my withdraw and the bonus game win on my phone to brag about it to friend. This would mean a lot to me right now because the corona virus took our jobs and we been struggling with my wife about money and this was our light in the dark, but then they say I can't have what I won fair. I readed the bonus terms multiple times, because I'm new on this gambling thing and these are big about of money played, so I want to be 100% sure I don't waste my money to nothing. Hope this is not the case I wasted my money trying everything to make this situation to even little bit better.

Hope you guys can help me out here!

Kind regards

Jani < surname removed >

Disputed Casino Viggoslots Casino

Reason Declined payment

Amount €1335.3

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Cashmere

• Finland

5 years ago

Dear askgamblers,
Yes i did, soon as i got banned. Curacao took couple weeks to answer and then mountberg took about 3 weeks to answer and now they haven’t responded anymore..

AskGamblers

• Support Team

5 years ago

Dear @Cashmere,

AskGamblers Complaints Team is kindly asking you to confirm whether you have already submitted official complaint in front of the relevant regulatory body?

Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Cashmere

• Finland

5 years ago

Dear viggoslots, i only have one account to your casino, no one have uset my wifi or ip on any other accounts to your casino. Did not play by any patterns or abuse bonus in any way. Just played like a normal casino player and did not try to cheat at all. And i dont play at any groups, just me trying my luck at this casino, like other roshteins list of casino offers i have played. I accepted the rules and did not break them.

Kind regards,
Jani

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