Vivatbet offered me free spins which didn’t work, and they won’t fix the issue. They offered 25x 0.2€ spins with 5x wagering for the winnings with a 30€ deposit. I was able to play the spins and won 1.33€. However, on their active bonuses page they still showed as in progress, and the winnings were not transferred to my balance.

I contacted their support by email and was requested screenshots. I sent them and after that received only silence for several days, despite sending a follow-up message. When I threatened with a complaint, they finally responded simply that the technical department is working on a fix but they can give me no timeline. I replied that they can just add the 1.33€ for me in cash, since I will anyway have to wager the 30€ deposit once, which will be more than the 5x wagering requirement would have been, and that that can be managed without the technical department. The free spins had even expired at that point, so they weren’t exactly stuck any more, so nothing technical left to fix. That resulted in more silence. When I again threatened with a complaint, they offered me a free bet, but it was with really bad conditions and, unsurprisingly, lost. I asked again to get the free spin winnings in cash, and was met with still more silence. It’s now been a week and a half.

So here I am, wasting everyone’s time making a complaint for 1.33€ because Vivatbet doesn’t care about their customers. I have not played any games with my deposit, since I haven’t received the winnings for the free spins which were the reason for the deposit. I also haven’t tried to withdraw the deposit, since they would cancel it because it’s not wagered, and you would tell me that I’m no longer eligible for the free spin winnings since I tried to withdraw the related deposit. More than the lousy sum of money I won, this is about getting what was promised, and me not having to constantly keep in the back of my mind the fact that I have this sum of money that I can’t withdraw yet laying at a random casino.

Dear theTJK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you activated the free spin bonus with the €30 deposit?
• Have you played with a similar bonus at this casino before?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

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

Best regards,

Kristina

Hi,

Yes, yes (without any major issues), and forwarded

Thank you very much for your reply, theTJK. I apologize, but I haven't received any emails from your email address. Could you please forward everything again? Thank you in advance.

Resent them from the address I have registered here

Thank you very much, theTJK, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you theTJK for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VivatBet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello theTJK,

We’re sorry to hear about the inconvenience you’ve experienced.

To investigate this matter further and provide you with the appropriate assistance, we kindly ask you to share your Player ID. Once we have this, we’ll be able to look into your case more thoroughly.

Best regards,

VivatBet team.

How should I share it privately? Can I send it to some email address?

You can provide it here, and I'll mark the message as private so it is only visible to the involved parties.

Dear theTJK,

You're welcome to share all relevant details with our Support team at [email protected]

Best regards,

VivatBet team.

Hello theTJK,

Thank you for providing the requested details. 

We would like to inform you that your case is being reviewed. You will hear from us soon with further information.

Best regards,

VivatBet team.