Complaint #88 Viggoslots Casino

Withdrawal Unfortunately Could Not Be Processed AGAIN

By Christine G.

5 years ago

Hello,
I am writing this in hopes to receive some assistance in the retrieval of money owed to me through Viggo Slots Casino.
I have been trying to withdraw my winnings of $4000.00 since the 21/12/2020
1. First withdrawal made on 21/12/2020, ViggoSlots requested documents for verification. I sent through documents and received confirmation that my account was verified. On the 24/12/2020 I receive an email saying "As non european restriction payment, unfortunately the transaction failed, we suggest to re-create the withdrawal using an alternative payment method." At this moment there was only one open to withdraw and it was via banktransfer
2. Second withdrawal made 25/12/2020, ViggoSlots cancelled this withdrawal and sent an email saying "Unfortunately it has been canceled Please, note that we are unable to process a bank transfer to the Commonwealth Bank, We suggest you to recreate a new withdrawal request, using an alternative iban or method" Only at this point did I learn they do not deal with the Commonwealth Bank
.
There were a couple different email trails between these points of withdrawals. 1 to identify which banks they do transfer to and another email trail of ViggoSlots telling me to use different payment methods and to make deposits because apparently only then I can withdraw from them.

3. Final Withdrawal 30/12/2020. At this point I know that they transfer to ANZ Bank, so we have used my partners ANZ details to do the withdrawal (after depositing $10 through the ANZ card as requested by ViggoSlots) ViggoSlots required card verification, I supplied the documents as requested. I received an email on the 31/12/2020 saying that my withdrawal had been approved, see image attached.

After doing everything requested by ViggoSlots and after constant cancelled withdrawals etc. Please see email regarding the response from ViggoSlots when I had emailed just to follow up on how long it would take to see the funds, where it was explained what days they classify their business working days. I finally believed at this point that it was all okay and as advised to wait the 1-5 working days to see the funds in the account. HOWEVER, this is not the case.

Today 08/01/2021 I receive the dreaded email that again my withdrawal has not been processed and to use ANOTHER withdrawal request through CoinsPaid. Keeping in mind that earlier email trails when I my withdrawals were being declined they kept just saying to use alternate deposit/withdrawal methods.
So this now leaves me back at the start but even more so confused and angry because I get to the point of receiving confirmation/approval of the withdrawal and then on what appears to be the final working day of the 1-5 working business days it is magically cancelled.

I would really appreciate if I could receive some assistance in this matter as whenever I try to speak to anyone on live support it just goes round and round in circles, even to the point where the operator at one stage completely ignored my questions or my issue and started offering free spins.

Any help would be highly appreciated, as we are at our wits end trying to withdraw our winnings at this point

Disputed Casino Viggoslots Casino

Reason Delayed payment

Amount $4000

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Missiessy,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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

• Representative

5 years ago

Hello,

The transaction $1900.00 should be arrived yesterday.

Kindly we ask a confirmation.

Regards,
Viggoslots casino

Missiessy

• New South Wales

5 years ago

Hello ViggoSlots/Ask Gamblers,

Issue still not resolved.

Since the attempts to withdraw to bank account were unsuccessful, I have since been trying to withdraw through bitcoin.
I can confirm that 3/4 transactions have been processed and received within days of withdrawal request
2021-01-12 12:26:49 Withdrawal coinspaid_BTC $100.00 Processed
2021-01-15 13:41:40 Withdrawal coinspaid_BTC $100.00 Processed
2021-01-16 04:31:33 Withdrawal coinspaid_BTC $200.00 Processed

However, the following transaction has been sitting as processed for over a week now and I have received no correspondence towards this transaction.
2021-01-15 14:03:06 Withdrawal coinspaid_BTC $1900.00 Processed
I have emailed ViggoSlots in earlier days requested for the TXID since the transaction is meant to have been processed (unique transaction code for any bitcoin transaction). I still have not received the TXID because I truly believe this has not been processed.
So my complaint still remains open, as if this transaction is showing processed why have I not received anything to my wallet and no response from ViggoSlot via email support
Please see my image attached of transactions received, as you can see no amount regarding the $1900.00 has been received to date.

Viggoslots Casino

• Representative

5 years ago

Dear MISSIESSY and ASKGAMBLERS

We have investigated on the players case and all withdrawal have been successfully approved.

The only withdrawal missing was of $1900.00 that is on the way.

We apologize for the delay.

Should you have any further concerns, questions or comments, don’t hesitate to contact our Customer Service Team by mail 24/7 or by live chat 7/7 at 10h00 to 23h00 CET.

With best regards,
Viggoslots Casino

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