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DAS FOLGENDE WURDE ERST BEI DER AUSZAHLUNG NICHT BEI DER EINZAHLUNG KLARGESTELLT

3.17 With active Bonus following games are strictly forbidden to play. Jackpot Games, Table Games, Video Poker, Live Casino and the following slot games: Al Capone, Bonanza, Book of Immortals, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Easter Island, Eggomatic, Extra Juicy, Fire Joker, Hot Spin, Immortal Romance, Inferno Star, Jackhammer 2, Jammin Jars, Jingle Spin, Jumbo Stampede, Jungle Spirit, Jurassic Park, Koi Princess, Lost Relics, Madame Destiny, Max Quest: Wrath of Ra, Who wants to be a Millionaire, Moon Princess, Peking Luck, Pirates Plenty, Reactoonz, Reel Heist, Rise of Olympus, Sweet Bonanza, Sakura Fortune, Scrooge, Secret of the Stones, Sinbad, Snow Wild and the 7 Features, Super Fast Hot Hot, Tesla, The Gold Owl of Athena, The Wiz, Tiger's Glory, Turn Your Fortune, Twin Spin, Valley of The Gods, 1429 Uncharted Seas, Vegas Diamonds, Victorious, Victorious MAX, Vikings, Wild Swarm, Zombies, Razor Shark, The Dog House, Sweet Bonanza Xmas, Rich Wilde and the Tome of Madness, Danger High Voltage, Wild Frames. In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited.

Dear Julian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and I found the list of restricted games https://www.viggoslots.com/bonus-terms as you have posted already.

Do I understand it correctly that your bonus winnings have been confiscated due to playing restricted games while completing bonus wagering requirements?

If you are aware of placing bets on restricted games while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to switch games, and, as a result, you breached promotional terms.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Yes, I did use slots that are marked as forbidden in the terms, but without using the bonus, the $ 50 bonsu credits were not touched during the entire session and all winnings were won with the loaded money without using the bonus credits. In addition, I had to forego the entire bonus anyway when paying out. After the successful payment of the winnings, I received an email that both the bonus credit and the winnings had been scheduled because the guidelines had been violated.

Ja ich habe zwar slots genutzt die in den Bedingungen als verboten gekenzeichnet werden aber das ohne von dem Bonus Gebrauch zu machen die 50$ Bonsuguthaben wurden während der gesamten Sitzung nicht angefasst und alle Gewinne wurden mit dem aufgeladenen Geld gewonnen ohne auf das Bonusguthaben zurückzugreifen. Zudem musste ich beim auszahlen sowieso auf den gesamten Bonus verzichten. Nach dem gelungen Auszahlen der Gewinne bekam ich eine Mail das sowohl das Bonusgutahben als auch der gewinn terminiert wurde da gegen die Richtlinien verstoßen worden sei.

Dear Julian,

Please understand that if you have deposited funds into your account and activated a bonus, then all the winnings where accumulated with an active bonus. I have checked general terms and conditions, and this is what I found https://www.viggoslots.com/bonus-terms:

„3.10 When you play with a bonus, the assets are first of balance with real money, after the balance of the bonus money."

It means, even if you complete wagering requirements before you use bonus money, your bonus is active the whole time. In other words, from the point you trigger any promotion until you request a withdrawal, your bonus is active hence, bonus T&Cs apply.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Julian,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.