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Good morning,

I am filing a complaint against Viggoslots Casino (Mountberg BV) for the unjustified confiscation of winnings amounting to €351.88. The case is based on a time-stamped chronology from their own system, which demonstrates the casino's bad faith.

Exact chronology of events (French time / UTC+2):

1. Gaming session on "Fist of Destruction": winnings of €351.88 achieved with bets of €1.80 (well below the permitted limit of €5 in Art. 1.11 of the bonus terms and conditions). Gambling not prohibited (Art. 3.5).

2. 02:17:29 — Manual cancellation of the bonus via the "Cancel Bonus" button as provided in Article 1.19 of the Terms and Conditions. The casino system confirmed the cancellation. At that moment, my balance of €351.88 became pure cash, free of any bonus restrictions.

3. 02:17:29 — Withdrawal request of €351.88 submitted immediately after cancellation (attached screenshot of casino transaction history, transaction ID 472504, status "Cancelled").

4. 02:22 (00:22 UTC) — A €0.90 Blackjack bet was placed using the remaining €0.90 cash balance after the withdrawal request. This bet was placed 5 minutes AFTER the bonus was cancelled and the withdrawal request was made, therefore it was real money outside the context of a bonus.

5. Confiscation by the casino: the casino cancelled my withdrawal citing this Blackjack bet of 02:22 as a "violation of bonus conditions".

Why this confiscation is abusive:

According to Article 1.17 of the casino's own Terms and Conditions, "the cancellation of a bonus campaign is effective immediately." Therefore, the €0.90 Blackjack bet placed at 2:22 AM was made five minutes after the bonus had already expired. Article 3.5 concerning prohibited games only applies when a bonus is active—which was no longer the case.

The casino is applying bonus restrictions in bad faith to a cash game session, after the contractual closure of the bonus.

Interactions with support:

• I formally contested this by email (attached), citing the specific articles. The casino's response (attached) fails to address any of my factual arguments and merely provides a generic message regarding the Terms and Conditions.

• The live chat support refuses to provide me with the license number, the name of the regulator, the official ADR provider, and the DPO contact details (screenshots attached).

• The website footer currently does not display any license logo or license number (screenshot attached), in apparent contradiction with the LOK regulations of Curaçao in force.

Attached evidence:

1. Capture of the casino transaction history: withdrawal €351 time-stamped 2026-04-20 02:17:29, status "Cancelled"

2. Screenshot of the Bonus page showing the separation of cash balance €351.88 / bonus €25 with a "Cancel bonus" button

3. My detailed dispute email sent to support

4. The evasive response from support that doesn't address any of my arguments

5. Screenshots of the support chat refusing to provide mandatory regulatory information

6. Footer screenshot without any license displayed

What I am requesting: Full payment of my winnings of €351.88 to the payment method used for the initial deposit (Revolut).

Sincerely,

Account: Ylann_thb

Bonjour,

Je dépose plainte contre Viggoslots Casino (Mountberg B.V.) pour confiscation injustifiée de gains de 351,88 €. Le dossier repose sur une chronologie horodatée par leur propre système qui démontre la mauvaise foi du casino.

Chronologie exacte des faits (heures française / UTC+2) :

1. Session de jeu sur "Fist of Destruction" : gains de 351,88 € réalisés avec des mises de 1,80 € (largement sous la limite autorisée de 5 € de l’Art. 1.11 des CGU bonus). Jeu non proscrit (Art. 3.5).

2. 02:17:29 — Annulation manuelle du bonus via le bouton "Annuler le bonus" prévu par l’Art. 1.19 des CGU. Le système du casino a validé l’annulation. À cet instant, mon solde de 351,88 € est devenu cash pur, libre de toute restriction de bonus.

3. 02:17:29 — Demande de retrait de 351,88 € soumise immédiatement après l’annulation (capture jointe de l’historique des transactions du casino, ID transaction 472504, statut "Annulé").

4. 02:22 (00:22 UTC) — Mise de 0,90 € au Blackjack effectuée avec le solde résiduel cash de 0,90 € restant après la demande de retrait. Cette mise a eu lieu 5 minutes APRÈS l’annulation du bonus et la demande de retrait, donc en argent réel hors contexte de bonus.

5. Confiscation par le casino : le casino a annulé mon retrait en invoquant cette mise au Blackjack de 02:22 comme "violation des conditions de bonus".

Pourquoi cette confiscation est abusive :

Selon l’Art. 1.17 des CGU du casino lui-même, "l’annulation d’une campagne de bonus est effective immédiatement". Par conséquent, la mise de 0,90 € au Blackjack à 02:22 a été effectuée alors que le bonus était déjà annulé depuis 5 minutes. L’Art. 3.5 sur les jeux interdits ne s’applique qu’en présence d’un bonus actif — ce qui n’était plus le cas.

Le casino applique de mauvaise foi des restrictions de bonus à une session de jeu cash, postérieure à la clôture contractuelle du bonus.

Échanges avec le support :

• J’ai contesté formellement par email (joint) en citant les articles précis. La réponse du casino (jointe) ne répond à aucun de mes arguments factuels et se contente d’un message générique sur les CGU.

• Le support live chat refuse de me communiquer le numéro de licence, le nom du régulateur, le fournisseur d’ADR officiel, et le contact du DPO (captures jointes).

• Le pied de page du site n’affiche actuellement aucun logo de licence ni numéro de licence (capture jointe), en contradiction apparente avec la réglementation LOK de Curaçao en vigueur.

Preuves jointes :

1. Capture de l’historique des transactions du casino : retrait 351 € horodaté 2026-04-20 02:17:29, statut "Annulé"

2. Capture de la page Bonus montrant la séparation solde cash 351,88 € / bonus 25 € avec bouton "Annuler le bonus"

3. Mon email de contestation détaillée envoyé au support

4. La réponse évasive du support qui n’aborde aucun de mes arguments

5. Captures du chat support refusant de communiquer les informations réglementaires obligatoires

6. Capture du pied de page sans aucune licence affichée

Ce que je demande : Le versement intégral de mes gains de 351,88 € sur le moyen de paiement utilisé pour le dépôt initial (Revolut).

Cordialement,

Compte : Ylann_thb

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

• Could you kindly specify which games you played while your bonus was active?
• Did you place only one bet on Blackjack after your bonus was cancelled?
• Did you see any pop-up notifications or warnings about restricted games during bonus play?
• Please ask the casino to provide your gaming history in Excel format, covering the period from when you activated the bonus up to the moment your withdrawal request was cancelled and your winnings were confiscated, and forward it to veronika.f@casino.guru.

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