Viggoslots Casino - El retiro del jugador se retrasa.

Hello AskGamblers Team,

​I am filing this complaint against Viggoslots (Mountberg Ltd.) regarding a withheld withdrawal of €2,230.00.

​Since mid-December, I have tried to withdraw my legitimate winnings multiple times. However, my requests are being systematically cancelled without any valid reason or explanation. While my deposits of several thousand Euros were accepted instantly, the casino is now refusing to process my payout.

​I have already sent a final notice to the management on December 28th, setting a deadline of 3 business days, but I have not received any response or my funds.

​I have documented all cancellations with screenshots and can provide them as evidence. I am asking for your assistance in resolving this matter and ensuring that Viggoslots fulfills its contractual obligations.

​Best regards,

Stefan K.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino?
• Have you made any successful withdrawals from this casino before?
• Which payment methods are available in your account for withdrawals? Have you tried selecting several different payment methods?
• Has the casino customer support offered you any alternative ways to withdraw your winnings, for example approving a manual payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Casino Guru Team,

Thank you for your inquiry. I will gladly answer your questions precisely in order to clarify and strengthen my case.

1. Full KYC verification?

Yes, my account is fully verified. All identity and address verifications requested by Viggoslots have been reviewed and accepted. This status has not changed since the account was opened.

2. Have any successful withdrawals already been made?

Yes, I successfully received a small amount paid out to my registered credit card. This proves that the casino previously approved my verified account and payment method.

3. Which/tested payment methods?

My account has/had the following payment methods on file for withdrawals: credit card and bank transfer.

After the first cancellations in mid-December, I deliberately tested both available methods for withdrawal requests – both the previously working credit card and the bank transfer. Every single one of these requests was canceled without any technical explanation. The problem, therefore, does not lie with the chosen withdrawal method.

4. Alternative solutions from customer service?

No. Viggoslots' customer service never offered an alternative solution such as a manual review or payment. Communication was limited solely to repeated, blanket references to section 4.3 of the terms and conditions (allegedly missing one-time wagering requirement), without addressing my specific questions or the obvious contradiction to the previous successful payout.

The central argument of my case:

The sudden, systematic cancellation of all withdrawal requests, even for the smallest amounts, after a previous successful withdrawal, proves that this is not a misunderstanding of the terms and conditions or a technical error. It is an arbitrary change in business practice regarding my account, which must be considered a pure delaying tactic to withhold legitimate profits (€2,230.00).

I have already given the casino a final deadline.

I am available for further questions.

Best regards,

DEFFI

Sehr geehrtes Team von Casino Guru,

vielen Dank für Ihre Rückfrage. Gerne beantworte ich Ihre Fragen präzise, um meinen Fall zu klären und zu stärken.

1. Vollständige KYC-Verifizierung?

Ja, mein Konto ist vollständig verifiziert. Alle von Viggoslots angeforderten Identitäts- und Adressnachweise wurden von diesen geprüft und akzeptiert. Dieser Status hat sich seit der Kontoeröffnung nicht geändert.

2. Bereits erfolgreiche Auszahlungen vorgenommen?

Ja ich hatte einen kleineren Betrag erfolgreich auf meine hinterlegte Kreditkarte ausgezahlt erhalten. Dies belegt, dass das Casino mein verifiziertes Konto und die Zahlungsmethode zuvor als in Ordnung befunden hat.

3. Welche/getestete Zahlungsmethoden?

In meinem Konto sind bzw. waren für Auszahlungen hinterlegt: Kreditkarte und Banküberweisung.

Nach den ersten Stornierungen Mitte Dezember habe ich bewusst beide verfügbaren Methoden für Auszahlungsanträge getestet – sowohl die zuvor funktionierende Kreditkarte als auch die Banküberweisung. Jeder einzelne dieser Anträge wurde ohne technische Begründung storniert. Das Problem liegt somit nicht an der gewählten Auszahlungsart.

4. Alternative Lösungen vom Kundendienst?

Nein. Der Kundendienst von Viggoslots hat zu keiner Zeit eine alternative Lösung wie eine manuelle Überprüfung oder Zahlung angeboten. Die Kommunikation beschränkt sich ausschließlich auf das wiederholte, pauschale Verweisen auf AGB Punkt 4.3 (angeblich fehlender 1x-Umsatz), ohne auf meine konkreten Nachfragen oder den offensichtlichen Widerspruch zur früheren erfolgreichen Auszahlung einzugehen.

Zentrales Argument meines Falls:

Das plötzliche,systematische Stornieren aller Auszahlungsanträge, selbst von Kleinstbeträgen, nach einer vorangegangenen erfolgreichen Auszahlung beweist, dass es sich hier nicht um ein Missverständnis der AGB oder einen technischen Fehler handelt. Es ist eine willkürliche Änderung der Geschäftspraxis gegenüber meinem Konto, die als reine Hinhaltetaktik zur Vorenthaltung legitimer Gewinne (2.230,00 €) zu werten ist.

Ich habe dem Casino bereits eine letzte Frist gesetzt.

Ich stehe für weitere Fragen zur Verfügung.

Mit freundlichen Grüßen,

DEFFI

The payout was cancelled again.

Die Auszahlung wurde wieder Abgebrochen.

This time, I supposedly didn't make the deposit.

Diesmal soll ich die Einzahlung nicht getätigt haben.

I would like to document the current status and further evidence:

Documented deposits: Contrary to the casino's claim that I made no deposit, my screenshots prove three deposits of €1,000 each on December 20, 2025. These are marked as 'Processed' in the system.

Wagering requirements: In order to unequivocally fulfill the conditions required by the casino (section 4.3 of the terms and conditions), I fully wagered the deposit amount on January 3, 2026, including on 'Starburst XXXtreme' with stakes of up to €5.

Current payout: I requested a new payout of €2,000 today. Its current status is 'In Progress'.

Last communication: I have given the casino a final deadline of 24 hours to process the withdrawal before taking any further steps.

Since the casino claims the deposits do not exist, even though they are listed as processed in my account, I request urgent mediation from CasinoGuru.

Ich möchte den aktuellen Stand und weitere Beweise dokumentieren:

​Belegte Einzahlungen: Entgegen der Behauptung des Casinos, ich hätte keine Einzahlung getätigt, belegen meine Screenshots drei Einzahlungen von jeweils 1.000 € am 20.12.2025. Diese sind im System als 'Verarbeitet' markiert.

​Umsatzbedingungen: Um die vom Casino geforderten Bedingungen (Punkt 4.3 der AGB) zweifelsfrei zu erfüllen, habe ich die Einzahlungssumme am 03.01.2026 vollständig umgesetzt, unter anderem bei 'Starburst XXXtreme' mit Einsätzen von bis zu 5 €.

​Aktuelle Auszahlung: Ich habe heute eine neue Auszahlung über 2.000 € beantragt. Diese steht aktuell auf dem Status 'In Arbeit'.

​Letzte Kommunikation: Ich habe dem Casino eine finale Frist von 24 Stunden gesetzt, um die Auszahlung zu bearbeiten, bevor ich weitere Schritte einleite.

​Da das Casino behauptet, die Einzahlungen würden nicht existieren, obwohl sie in meinem Konto als verarbeitet gelistet sind, bitte ich CasinoGuru um dringende Vermittlung.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 20+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Viggoslots Casino. I wish I could be of more help. 

The casino can reopen this complaint at any time. 

We’ve reopened this complaint at the request of DEFFI. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player informed us that he received his winnings yesterday.

Dear DEFFI,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru