Viggoslots Casino - Ο λογαριασμός του παίκτη είναι μπλοκαρισμένος με απλήρωτα κέρδη.

Current status

Known bug

Unpaid earnings

Account blocked

No timeframe has been announced.

I am requesting the intervention of CasinoGuru in order to obtain payment of the unpaid winnings.

Statut actuel

Bug reconnu

Gains non payés

Compte bloqué

Aucun délai communiqué

Je sollicite l’intervention de CasinoGuru afin d’obtenir le paiement des gains impayés.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Naiplayers,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Viggoslots Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?

Thank you in advance for your response.

Best regards,

Attila G.

Problem description

On 15/09/2025, a technical bug occurred on the game Queen of Beasts, resulting in legitimately obtained winnings not being taken into account.

The casino acknowledges the existence of the bug in writing, but more than 4 months later, no payment has been made and no resolution date has been communicated to me.

Exchanges with the casino

I contacted the casino several times by email.

The casino cites a problem with the game provider, then an account migration, without ever addressing the root cause of the problem.

My account has been blocked while the dispute concerning unpaid winnings is still ongoing.

The casino admits it cannot offer anything and refuses any compensation, without paying the winnings owed.

Main problem

👉 The casino unfairly refuses or delays payment of acknowledged winnings, without valid justification.

👉 Migrating or blocking an account is an internal decision that does not cancel the obligation to pay.

What I am asking

Full payment of my earnings related to the bug of 15/09/2025

Written confirmation of payment

The account block will be lifted once payment has been made.

Current status

Known bug

Unpaid earnings

Account blocked

No timeframe has been announced.

I am requesting the intervention of CasinoGuru in order to obtain payment of the unpaid winnings.

Description du problème

Le 15/09/2025, un bug technique est survenu sur le jeu Queen of Beasts, entraînant la non-prise en compte de gains légitimement obtenus.

Le casino reconnaît l’existence du bug par écrit, mais plus de 4 mois après, aucun paiement n’a été effectué et aucune date de résolution ne m’a été communiquée.

Échanges avec le casino

J’ai relancé le casino à plusieurs reprises par email.

Le casino invoque un problème lié au fournisseur de jeux, puis une migration de compte, sans jamais régler le fond du problème.

Mon compte a été bloqué alors que le litige concernant des gains impayés est toujours en cours.

Le casino admet ne rien pouvoir offrir et refuse toute compensation, sans pour autant payer les gains dus.

Problème principal

👉 Le casino refuse ou retarde abusivement le paiement de gains reconnus, sans justification valable.

👉 La migration ou le blocage d’un compte est une décision interne qui n’annule pas l’obligation de paiement.

Ce que je demande

Le paiement intégral de mes gains liés au bug du 15/09/2025

Une confirmation écrite du règlement

La levée du blocage du compte une fois le paiement effectué

Statut actuel

Bug reconnu

Gains non payés

Compte bloqué

Aucun délai communiqué

Je sollicite l’intervention de CasinoGuru afin d’obtenir le paiement des gains impayés.

Good morning,

Your response does not address the essential point of the dispute: the payment of my legitimately owed winnings following the technical bug of 15/09/2025 on the game "Queen of Beasts".

You acknowledge the existence of the bug. From that point on, there is no valid justification for withholding the corresponding winnings, regardless of:

- account migration,

- from your game provider,

- or internal decisions within your platform.

I remind you that blocking or migrating an account does not in any way cancel a debt of winnings owed to a player.

Failure to pay after acknowledging a technical incident constitutes a serious breach of your obligations as an operator.

I therefore formally demand that you:

Credit or pay out my earnings related to the bug of 15/09/2025.

Please provide me with written confirmation of payment or a specific and final deadline.

If payment is not received within 7 days, I will forward this file (with supporting evidence):

- to the regulatory authority of Curaçao (Antillephone NV),

- to the mediation platforms CasinoGuru and AskGamblers,

- as well as to specialized forums, explicitly mentioning the refusal to pay recognized winnings.

I remain open to an immediate and amicable resolution, but the payment of winnings is not negotiable.

Sincerely,

Here is my response to their email…they need to stop treating people like idiots!

Bonjour,

Votre réponse ne traite pas le point essentiel du litige : le paiement de mes gains légitimement dus suite au bug technique du 15/09/2025 sur le jeu "Queen of Beasts".

Vous reconnaissez l’existence du bug. À partir de ce moment-là, il n’existe aucune justification valable à la non-restitution des gains correspondants, indépendamment :

- de la migration du compte,

- de votre fournisseur de jeux,

- ou de décisions internes à votre plateforme.

Je vous rappelle que le blocage ou la migration d’un compte n’annule en aucun cas une dette de gains envers un joueur. 

Le non-paiement après reconnaissance d’un incident technique constitue un manquement grave à vos obligations d’opérateur.

Je vous mets donc formellement en demeure de :

 Créditer ou verser mes gains liés au bug du 15/09/2025, 

Me fournir une confirmation écrite du paiement ou un délai précis et définitif.

Sans règlement effectif sous 7 jours, je transmettrai ce dossier (preuves à l’appui) :

- à l’autorité de régulation de Curaçao (Antillephone N.V.),

- aux plateformes de médiation CasinoGuru et AskGamblers,

- ainsi qu’aux forums spécialisés, en mentionnant explicitement le refus de paiement de gains reconnus.

Je reste ouvert à une résolution immédiate et amiable, mais le paiement des gains n’est pas négociable.

Cordialement, 

Voici ma réponse à leur email….il faut que sa cesse de prendre les gens pour des imbéciles!

I really need your help! A partial payment of the winnings would be perfect for me… half… but I have the feeling he thinks I'm going to give up. That's not the case; he shouldn't expect it. He should give me what they owe me. When it comes to cashing in, there's no problem, but when it comes to paying…

j’ai vraiment besoin de votre aide! Un paiement partiel des gains m’irait parfaitement … la moitié… mais j’ai l’impression qu’il pense que je vais lâcher l’affaire ce n’est pas le cas qu’il s’y attende pas, qu’il me donne ce qu’ils me doivent quand c’est pour encaisser y’a pas de soucis, mais quand c’est pour payer….

Dear Naiplayers, Thank you very much for your response.

Do I understand correctly that you currently do not have access to your gaming account? Has the account been closed by the casino?

If so, could you please advise on the reason for the account closure?

Additionally, have you tried reaching out to the game provider in relation to this issue?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you.

Best regards,

Attila

Hello Attila,

I would like to make an important clarification.

Although the casino informed me by email that my account had been migrated, I confirm that I still have access to my account at present.

Access to the account is therefore not the problem.

The problem remains unchanged: the earnings obtained before the migration have never been paid, despite my numerous reminders.

The casino's responses are limited to mentioning account migration or the absence of bonuses, without ever addressing the issue of paying out winnings.

That is precisely why I contacted Casino Guru.

I remain available to provide any necessary evidence.

Sincerely,

Mother

Bonjour Attila,

Je souhaite apporter une précision importante.

Bien que le casino m’ait indiqué par email que mon compte avait été migré, je confirme que j’ai toujours accès à mon compte actuellement. 

L’accès au compte n’est donc pas le problème.

Le problème reste inchangé : les gains obtenus avant la migration n’ont jamais été payés, malgré mes nombreuses relances. 

Les réponses du casino se limitent à évoquer la migration du compte ou l’absence de bonus, sans jamais traiter la question du paiement des gains.

C’est pour cette raison précise que j’ai saisi Casino Guru.

Je reste bien entendu disponible pour fournir toute preuve nécessaire.

Cordialement, 

Mère

Hello Attila,

Yes, I confirm having numerous email exchanges with the casino in question.

However, these exchanges are characterized by:

- very long response times,

- repetitive messages,

- and above all, no concrete solution has been provided to date.

The casino systematically responds to me with the same type of message, indicating that the problem "will be resolved" and that their teams are working on it, without ever giving a precise timeframe or proceeding with the payment of winnings.

Here is an exact example of their recurring response:

> "We apologize for the time taken to resolve the issue of your missing earnings in the game "Queen of Beasts".

Please be assured that we are aware of the issue and our team is working on it. This may take some time, and we will inform you as soon as we have an update.

"Since the account has now been migrated, we cannot offer anything on the old account..."

Despite these repeated assurances, the winnings remain unpaid and no real progress has been observed.

The responses focus mainly on account migration or potential bonuses, while the main topic — the payment of missing winnings — is never addressed concretely.

It is precisely because of this deadlocked situation, despite multiple attempts to resolve it, that I sought the intervention of Casino Guru.

I can of course provide all email exchanges if necessary.

Sincerely,

Bonjour Attila,

Oui, je confirme avoir de nombreux échanges par email avec le casino concerné.

Cependant, ces échanges se caractérisent par :

- des délais de réponse très longs,

- des messages répétitifs, 

- et surtout aucune solution concrète apportée à ce jour.

Le casino me répond systématiquement avec le même type de message, indiquant que le problème « va être résolu » et que leurs équipes y travaillent, sans jamais donner de délai précis ni procéder au paiement des gains.

Voici un exemple exact de leur réponse récurrente :

> « Nous nous excusons pour le temps pris à résoudre le problème de vos gains manquants dans le jeu "Queen of Beasts". 

> Veuillez être assuré que nous sommes conscients du problème et que notre équipe y travaille. Cela peut prendre un certain temps et nous vous informerons dès que nous aurons une mise à jour. 

> Étant donné que le compte est maintenant migré, nous ne pouvons rien offrir sur l'ancien compte… »

Malgré ces assurances répétées, les gains restent impayés et aucune avancée réelle n’a été constatée. 

Les réponses se concentrent principalement sur la migration du compte ou sur d’éventuels bonus, alors que le sujet principal — le paiement des gains manquants — n’est jamais traité concrètement.

C’est précisément en raison de cette situation bloquée, malgré de multiples relances, que j’ai sollicité l’intervention de Casino Guru.

Je peux bien entendu fournir l’ensemble des échanges email si nécessaire.

Cordialement,

Dear Naiplayers,

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 15+ 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 anytime