Viggoslots Casino - Der Spieler beantragt die Wiederherstellung seines Kontos bei Viggoslots.

Hello,

Just to clarify upfront, I'm not concerned about the dispute value here, which is only 20€.

My real concern is that Viggoslots has UNJUSTIFIABLY blocked all of my accounts (Viggo, Vasy, Evolve). In my email to Viggoslots, I explained that I am a student and have recently paid off my student loan in one lump sum, which tightens my financial situation to the point where I can't continue playing for the time being. However, this has nothing to do with gambling addiction, which is the point that is seriously irritating me right now. A quick look at my history is enough to prove that I don't have a gambling problem - on average, I only deposit once a month (10-20€), so come on...

I am hereby requesting Viggoslots to immediately unblock all of my accounts. There is no reason for a permanent exclusion. Your interpretation of my email was clearly a misunderstanding.

Hallo,

kurz vorab, es geht mir nicht direkt um den Streitwert, hierbei handelt es sich nur um 20€

Worum es mir geht ist, dass Viggoslots mir GRUNDLOS sämtliche Accounts (Viggo, Vasy, Evolve) gesperrt hat. In meiner Mail an Viggoslots stand drinnen, dass ich Student bin und meinen Studentenkredit auf einen Schlag abbezahlt habe, dementsprechend eng ist es finanziell und ich kann unter den Umständen natürlich erstmal nicht weiter spielen. Jedoch hat das nichts mit Glücksspiel zu tun und genau das ist der Punkt der mich hier gerade tierisch aufregt. Ein Blick in die Historie langt um zu beweisen, dass ich kein Spielproblem habe, ich habe in der Regel nur einmal im Monat eingezahlt (10-20€) also bitte...

Ich fordere Viggoslots hiermit auf, meine sämtlichen Accounts umgehend zu entsperren, es gibt keinen Grund mich permanent auszuschließen und mit meiner Mail habt ihr mich schlichtweg missverstanden.

Dear fpfeil94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

• Could you please advise if any funds are being held by the casino?
• Was your account previously verified?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for the fast feedback!

Of course I understand that, it's also about protecting the players, but I was clearly misunderstood and ignored since then, I can't let something like that stand.

Furthermore, money was also withheld, only €20 but I'm definitely not leaving it behind. My account is completely verified and there have already been some withdrawals in advance.

As I said, the same message has been coming over and over again for days, no one has addressed my problem or answered my question about the outstanding payout.

For me it's purely about the principle and not about the amount of money.

Vielen Dank für die schnelle Rückmeldung!

Ich habe selbstverständlich Verständnis dafür, es geht ja auch um den Schutz der Spieler, allerdings wurde ich hier ganz klar missverstanden und seitdem ignoriert, sowas kann ich nicht stehen lassen.

Desweiteren wurden auch Gelder einbehalten, zwar nur 20€ aber die lasse ich mit Sicherheit nicht liegen. Verifiziert ist mein Konto vollständig, es gab im Vorfeld auch schon einige Auszahlungen.

Wie gesagt, es kommt seit Tagen immer wieder nur die gleiche Meldung, weder geht man auf mein Problem ein, noch beantwortet man mir meine Frage bzgl. der offenen Auszahlung.

Mir geht's hier rein ums Prinzip und nicht um die Höhe des Geldes.

Thank you very much, fpfeil94, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Petronela,

Thank you very much for the quick and positive feedback!

It's a shame how Mountberg bv behaves, but I don't want to open a barrel because of €20. As I said, it was more about the principle, but I don't want to waste your time or mine with it.

If the process isn't too time-consuming for you, then I'd like to clarify the whole thing, but otherwise I'll just end it 🙂

Best regards

Hallo Petronela,

vielen lieben Dank für die schnelle und positive Rückmeldung !

Es ist sehr schade, wie sich Mountberg b.v verhält aber wegen 20€ will ich kein Fass aufmachen. Mir ging es wie gesagt eher ums Prinzip aber weder will ich Ihre Zeit damit verschwenden, noch meine.

Falls der Prozess für Sie nicht allzu zeitintensiv ist, dann würde ich das ganze schon gern klären aber ansonsten schließe ich damit einfach ab 🙂

liebe Grüße

Dear fpfeil94,

I am so sorry to hear you are unable to reopen your casino account. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Viggoslots Casino representative to join this conversation and participate in resolving this complaint.

Dear Viggoslots Casino,

Could you please state why the player is unable to reopen the account?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your effort!

My emails are now being completely ignored, neither is the account blocked (which I don't care about now, because I don't want to continue playing in this group), nor is my payout, which is still open.

I don't understand why someone would risk a negative review for such a small amount.

Vielen Dank für Ihre Bemühung !

Mittlerweile werden meine Mails vollständig ignoriert, weder geht man auf die Kontosperrung ein ( die mir jetzt egal ist, denn bei dieser Gruppe möchte ich keineswegs weiterspielen ), noch auf meine Auszahlung die nach wie vor offen ist.

Ich verstehe nicht, wieso man wegen so einer kleinen Summe eine negative Bewertung riskiert.

Hello fpfeil94,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru