Viu-Viu Support and Complaints Thread

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Welcome to our forum! 

Welcome! Good to have you on board! 

Hi viu-viu,

Welcome to the BEST gambling Forum! 

Welcome to the LCB community! Nice to know you are here to assist us. 

Welcome to our forum! 

Welcome, nice to have you here 

Welcome to LCB, so happy to have you on our forum to help resolve potential issues of our members 

Welcome to LCB! We appreciate you being here to assist our members. 

Welcome aboard viu-viu.com 

Welcome!!! 

Welcome to the forum.

I have ask for a withdrawal friday than 4 days later they did cancel my withdrawal Becuase they needed a adress documents i give them. But they already have them Becuase my account was already verify. So I send the document again . Then they say to me before 48 hours am gonna get my winnings and I did wait. And now its over 48 hours I didnt receive nothing and they are laying time that the already approved my withdrawal and they did . I have prove from all the e-mails and all the chat. I hope you can help me get my winnings

Disputed amount: 1000€

Casino: Viu Viu Casino

Case #: 3108

Dear Luzmarina louisa,

First of all, welcome to our forum!

Could you please let us know which payment method you used to request your withdrawal? Because in most casinos, the processing time also depends on the payment method used.

Thank you for your cooperation.

Hello Luzmarina louisa,

Could you please let us know if you still need assistance regarding your case?

Thank you.

Since we haven't heard back from the member Luzmarina louisa, we will consider case #3108 CLOSED due to the submitter's inactivity.

Hello, After a good start i thought this was a casino with honest staff and helpful support. After a comment about a bonus rule, which just made no sense, suddenly my account got closed for no reason. Im sure it's allowed to have a different opinion, as long as you stay polite and don't swear. I never insulted anyone , sweared or was rude. They have not replied to emails for almost 3 weeks now. All i got was that it takes 2-4 weeks, which is absolute unacceptable. When i wanted to know if they are really that busy i sent an email with a 2nd email address and got a reply within 20 minutes. I have money in my account, bonuses still to play and i have made progress towards gettin more good stuff. If i can't get my stuff back , i want other people to be aware of this and don't spend a single dollar/euro at this casino

Casino: Viu Viu Casino

Case #: 3233

Dear gmolenaar,

Thank you for sharing your experience with LCB members.

Could you please clarify a bit more about what exactly happened and why you requested a refund from the casino (as we saw in the PDF you attached)? Also, was your account closed before or after you submitted the refund request?

Thank you for your cooperation.

Hi gmolenaar,

Could you please let us know whether you need assistance?

Thank you.

Hi,

Sorry for the late reply, my account was closed after asking for a refund. Because of the unclear bonus ruled , i asked them to put my balance on zero and refund me. Then my account got closed but i never got any other information afterwards, and just got ignored until this day.

I attached 2 emails, one when my account was closed and the other is the last time i heared anything from Viu-Viu. 

Hello gmolenaar,

Thank you for the additional information. We've forwarded your complaint to the casino representative and requested further clarification regarding your case. Please keep an eye on this thread for any updates.

Hello gmolenaar,

We sent a reminder to the casino rep since we haven't heard back thus far. In the meantime, have there been any updates or progress on your side?

Thank you for your patience.

Dear gmolenaar,

Here's the response we have received from the casino rep:

The player’s account was closed in accordance with our platform’s Terms and Conditions (Clause 7.3), which grants the operator the right to suspend or terminate an account at its sole discretion.

7.3. Viu-viu reserves the right to close your Account and to refund to you the "Available to withdrawal” balance, subject to the deduction of relevant withdrawal charges, at Viu-viu’s absolute discretion and without any obligation to state a reason or give prior notice.

At the time of closure, the account balance consisted entirely of bonus funds, which are subject to wagering requirements. As per our Bonus Policy (Clause 16.11.4), bonus funds and any associated winnings cannot be withdrawn unless the full wagering requirements are met.

In line with our Refund Policy (Clause 4.6), once deposited funds or their associated bonuses have been used for gameplay, they are no longer eligible for a refund.

We acknowledge the player’s concerns and regret any dissatisfaction caused. However, the case has now been concluded, and no refund or reinstatement is applicable under our Terms.

Please do not hesitate to contact us if any further clarification is required.

Kind regards,
Viu-Viu Team

Based on the response we received from the casino, there is unfortunately nothing further we can do regarding your case. We will therefore consider Case # 3233 as resolved.

Thank you for your understanding.

Hi,

I got the same standard reply , without any information, other than false information. My balance is only bonus balance and it has been reviewed very carefully for over 6 weeks. That's some serious dedication, but also not true of course. I paid for that "bonus balance" and there are a decent amount of FS in my account as well. 

I stick with my previous request to the casino, either my account back or a full refund. And also i want to tell them again, ignoring people so long is really bad. And when you finally do reply, at least be honest. Not a very hard thing to do. I apologised for my part in all this, but the casino has nobody to answer to, and that is exactly how they act. 

Thanks LCB for your time and hard work to solve this matter. In the end there is nothing we can do against casinos that operate like this, simply because there is no authority. So they can do whatever they want, and that is what they did. 

Copy paste some rules is not offering a solution. 

Dear gmolenaar,

We’re sorry that your case had this outcome. However, as previously mentioned, in situations where the casino refers to its Terms and Conditions, our hands are tied. If you need any other assistance, we're here.

Thank you for your understanding.

I had a good experience, KYC surprisingly was quick and the payment too!

Dear Leandro Gomes,

Thank you for sharing your feedback with the LCB community. If you need any assistance, feel free to reach out, we're here to help.