VivatBet - issue

[Krogilasi]

Long story short - perhaps.

So been playing at Vivatbet. Estonian casino licenses and all have been working out well. Fast withdrawals etc.

However at ongoing black friday campaign the campaign rules did not state clearly that you cant actually win more than original bonus amount youve been received with deposit bonus. Bonus has 30x wagering to fullfill but their rules did not mention any max cashout, and canpaign rules was written in sense that you should be able to withdraw after wagering is done as there was not clearly stated that all you can actually get is that bonus amount.

So i went and made deposit, chose bonus cash to play and there we went. Got lucky! Checked rules many time and max bet was no more than 3€ / spin. So later on while my balance was few hundrer euros i was pretty sure my 30x wagering must be close to done - or fullfilled. Closed the game went to check my account and at my surprise the winnings has taken out and my balance had just the original cash from deposit and that bonus i received was converted as real balance. So of course i went in check the rules and there was no clear statement you cant win anything more than the bonus amount itself with casual wagering requirement of 30x bonus. As for normal deposit bonuses (range 25-45x etc normally at casinos)

After incident i went to talk to customer support, they admitted that rule was written wrong on site and could easily give you misleading picture of it so they said they will fix the rule on the site and possibly recover my winnings back to my account because of their mistake. Firstly customer support told me to wait till monday as it was weekend and people are not working and techincal team that day.

So. Been days now since sunday as it happened, but something is! the thing they have made is that they have fixed that rule on the website for campaign - but as for me, there is no fixes done or adjustments to my balance. Customer support only says ”we currently dont have any update se will get back to you when we have” everytime i go for them to ask if the things are fixed.

I have alot of information via chats with them, screenshots, old written rule - versus new etc etc etc.

So what you think ? Am i too unpatient here or not? If support tells you to expect something to be done next day and nothing happens or no one contacts me even day number 3 i think im not unpatient here.

 

[Krogilasi]

To add information.

So vivatbet have campaign called black friday where they offer % deposit bonuses. Last weekend the campaign bonus terms did not clearly mention the win cap how much you can ”win” with bonus.

I topped up 15€ and got 9€ bonus, i chose bonus funds to start with and a little time i got lucky and won. Later on as i was playing and my balance was well over 300€ i decided to close the game (balance was not disappeared during gameplay) and went to check if my balance is what it should be. Well - no. It was 24€ only - so they confisticated all what went over 9€ and only let me keep that.

Of course i went to live support. Firstly the support lady acted a bit silly and honestly was pointin out that ”you made money bets and lost the balance” and later just silent as i explained that this was predatory act by them. She later on went to somewhere to copy me rules that i could not win more than original bonus amount - and it was not like it in the campaign rules page.

Next day, i went back to support- this time in my native language and the guy in support apogolized the case and mentionet that the bonus terms in campaign was wrong written in the site and they will fix the rule on their site + i could get my winnings adjusted back. Originally as it was weekend he told me to wait till monday.

So. All what has happened since last weekend, they have updated the campaign rules as it probably should be, but they have not given me back my balance as it should be. Sent them long email monday with attachments details game histories yms (which no one has answered anything) And the live support as well are just giving me generic explanations and even sometimes acting a bit silly. As of the support team pointed out pretty clear actions what they will do - of course i am waiting that they fix the whole problem. Not just one part of it.

At the moment i am still giving this casino a fair chance of fair play and do the right thing. If this issue is fixed its all ok for me and probably other players will see they actually do the right thing for customers.

 

[maxd]

The OP says they may need to have this thread removed from sight while they pursue their issue with the casino. As such I’m locking it until a clear course of action is decided.

- Max