Tópico de Suporte e Reclamações Asgard Slots

I jumped through the additional hoops and retrieve the $150 that was returned to me. I'm happy that this casino is protecting the community so well and they have the concerns of the individual Gambler at heart. Thank you so much for looking out for me. As a result you saved yourself $400 also but I'm sure that had nothing to do with it.

This complaint is resolved.

Regards,

Mark1971

Thank you for the update, Mark1971. We will now mark Case #4058 as resolved.

One of the best casino online

Hello Misty Richardson,

Thank you for reaching out and sharing your experience with our members. 

After reviewing the information provided, including the screenshot of your communication with the casino's support team, we can see that the casino advised you to submit your case to their designated complaints email address in order for it to be handled by the appropriate department.

To better understand your situation, please provide us with additional details: 

• Have you followed instructions from the casino support team and submitted a formal complaint to the email address provided?
• If so, have you received any reply or acknowledgment? 
• Could you provide a screenshot or copy of the exact message from the casino explaining why the winnings were confiscated?
• Do you have screenshots of the game settings showing the ball value and quantity selected when the bets were placed?

Once we have the information mentioned above, we will be able to review the case thoroughly and provide further assistance. 

Thank you!

I sent an email and have received no response.

Hello Misty Richardson,

We appreciate you sharing additional details regarding this case.

Please note that we will reach out to the casino representative in order to get more details regarding this situation, and will get back to you as soon as we have more information. 

Follow this thread for further updates. Thank you.

Ok thank you do you know how long it usually takes?

Hello Misty Richardson,

The timeframe can vary depending on the casino and the complexity of the case. 

Please rest assured that we will follow up with them and update this thread as soon as we receive any new information. In the meantime, we kindly ask for your patience while we await their reply.

Thank you for your understanding.

Thank you for reaching out and sharing your feedback regarding your recent Plinko session while playing with our free promotional bonus. I appreciate the opportunity to clarify exactly how our maximum bet rules apply to games like Plinko.

Under our standard promotional terms, the maximum bet restriction ($5.00) applies to the total amount wagered per game round or hand, rather than the individual value of a single ball within a multi-ball drop.

When you configure a drop of multiple balls simultaneously, the combined total of those balls represents the total amount risked on that single active game round. Because the total wager for your multi-ball drop reached $7.50, it exceeded the maximum bet amount permitted under the coupon rules.

Our system monitors wagers based on the total transaction amount per game round to ensure strict adherence to our promotional guidelines. While we understand your perspective on how Plinko rounds function, wagering any amount over the $5.00 limit during bonus play does constitute a violation of our terms, which results in the automatic removal of subsequent winnings.

We highly recommend reviewing the total round wager amounts when utilizing future promotional credits.
We appreciate your understanding regarding our platform policies.

Best regards, 
Luke
Asgard Slots Customer Support

What you guys is pure nonsense a game like plinko where each ball is the individual bit dropping $7.50 worth of balls that are valued at 30 cents each is definitely not over betting. This is a blatant attempt to screw me out of my winnings and is very very deceptive also the coupons terms said no bet over $5 per hand okay I'm not sure what a hand is in plinko but I think the wording should have been a bit more clear in the coupon but that's cool honestly that just shows that you guys aren't a good casino to play at and you won't get any of my money that's for damn sure I hope you guys learn your lesson cuz people do read these and I think that's going to most likely have a detrimental effect on your casinos reputation.

"Hi Luke,

Hi Misty,

Thank you for your follow-up response. This matter was escalated to our management team for a final review in light of your comments.

Following that review, we must reiterate that a bet is defined by the total amount wagered and deducted from your balance in a single transaction. When you initiated the drop, the total amount wagered (the bet amount) at that moment was $7.50, which directly exceeded the maximum $5.00 bet threshold permitted under our coupon terms.

Our systems monitor the total transactional wager per action, and because this limit was passed, the system functioned as intended, and the subsequent winnings were voided.

The initial assessment stands, and we consider this matter officially closed. We wish you the best of luck with your future gaming.
 

Best regards,
Luke
Asgard Slots Customer Support

Same here withdrawal problem 

Hello Tarryn Jeffries,

To help you more effectively and provide proper assistance, please submit a complaint through our form and provide us with all relevant details about your case.

This will allow us to review the situation thoroughly and assist you in the best possible way.

Hello Misty Richardson,

Since more than 48 hours have passed and we haven't received a response from the member, we will mark case #4384 as resolved, as we have received an answer from the casino representative.

Guten Tag, ich möchte Sie um Unterstützung bei einem Problem mit Asgard Slots und einer verweigerten Auszahlung bitten. Ich habe bei Asgard Slots den Bonus „33 Free Spins“ mit dem Bonuscode ASG-NORSE33 genutzt. Nachdem ich die Bonusbedingungen erfüllt hatte, wurden die daraus erzielten Gewinne meinem Echtgeldguthaben gutgeschrieben. Danach spielte ich weiter mit dem Echtgeldguthaben. Mein Guthaben betrug schließlich 50,05 USD. Ich beantragte daraufhin eine Auszahlung von 50 USD in Litecoin. Der Auszahlungsantrag wurde vom System angenommen und unter der Transaktions-ID 235762 mit dem Status „Requested“ angezeigt. Zusätzlich erhielt ich von Asgard Slots eine E-Mail, in der bestätigt wurde, dass mein Auszahlungsantrag über 50 USD eingegangen ist und überprüft bzw. bearbeitet wird. Auch diese E-Mail kann ich als Nachweis vorlegen. Nach dem Auszahlungsantrag verblieben zunächst 0,05 USD auf meinem Konto. Später verschwanden auch diese verbleibenden 0,05 USD. Ich verfüge über Screenshots, die mein Guthaben von 50,05 USD sowie den Auszahlungsantrag über 50 USD, die Transaktions-ID und den Status „Requested“ dokumentieren. Zusammen mit der Bestätigungs-E-Mail kann ich somit sowohl das vorhandene Guthaben als auch den eingereichten Auszahlungsantrag dokumentieren. Später verweigerte Asgard Slots jedoch die Auszahlung mit der Begründung, dass angeblich andere Konten mit derselben IP-Adresse wie mein Konto verbunden seien. Das bestreite ich ausdrücklich. Ich habe bei Asgard Slots nur ein einziges Konto und habe weder ein zweites noch weitere Konten erstellt. Ich habe das Casino deshalb um konkrete Nachweise gebeten, auf welcher Grundlage mein Konto mit anderen Konten in Verbindung gebracht wurde. Meiner Ansicht nach reicht allein die Behauptung, dass dieselbe IP-Adresse verwendet worden sei, nicht aus, um meine Auszahlung bzw. meine Gewinne zu konfiszieren. Zusätzlich habe ich in Online-Foren Berichte anderer Spieler gefunden, die ähnliche Probleme mit Asgard Slots und verweigerten Auszahlungen schildern. Dies verstärkt meine Bedenken hinsichtlich der Vorgehensweise des Casinos. Ich bitte LCB daher um eine unabhängige Prüfung meines Falls und um Unterstützung dabei, meine Auszahlung von 50 USD zu erhalten. Ich bin bereit, die entsprechenden Screenshots, die Bestätigungs-E-Mail, die spätere E-Mail über die Verweigerung der Auszahlung sowie weitere relevante Unterlagen als Nachweise zur Verfügung zu stellen. Vielen Dank für Ihre Unterstützung. Mit freundlichen Grüßen Rafal Miska

Quantia disputada : 50€

Casino: Asgard Slots

Caso #: 4588

Hello, I'm writing to request your assistance with a problem I'm having with Asgard Slots and a refused withdrawal. I used the "33 Free Spins" bonus at Asgard Slots with the bonus code ASG-NORSE33. After fulfilling the bonus requirements, the winnings were credited to my real money balance. I then continued playing with my real money balance, which eventually reached $50.05. I then requested a withdrawal of $50 in Litecoin. The withdrawal request was accepted by the system and displayed under transaction ID 235762 with the status "Requested." I also received an email from Asgard Slots confirming that my $50 withdrawal request had been received and was being reviewed and processed. I can provide this email as proof. After submitting the withdrawal request, only $0.05 initially remained in my account. Later, this remaining $0.05 also disappeared. I have screenshots documenting my balance of $50.05, the $50 withdrawal request, the transaction ID, and the "Requested" status. Together with the confirmation email, I can thus document both the available balance and the submitted withdrawal request. Later, however, Asgard Slots refused the withdrawal, claiming that other accounts were allegedly connected to the same IP address as mine. I expressly deny this. I only have one account with Asgard Slots and have not created a second or any other accounts. I have therefore asked the casino for concrete evidence as to how my account was linked to other accounts. In my opinion, the mere assertion that the same IP address was used is insufficient grounds to confiscate my withdrawal or winnings. Furthermore, I have found reports from other players in online forums describing similar problems with Asgard Slots and refused withdrawals. This reinforces my concerns regarding the casino's practices. I therefore request that LCB conduct an independent review of my case and assist me in obtaining my $50 payout. I am prepared to provide the relevant screenshots, the confirmation email, the subsequent email regarding the denied payout, and other pertinent documents as evidence. Thank you for your assistance. Sincerely, Rafal Miska

Hello Rafal,

Thank you for bringing this matter to our attention.

Following your complaint, we conducted an additional review of your account and the circumstances surrounding the withdrawal request. After completing this review, we confirmed that the Banking Team’s original decision was correct.

Our records show that multiple accounts were associated with the same IP address used by your account. This is contrary to our Terms and Conditions concerning multiple or linked accounts and promotional participation. As a result, the withdrawal was declined and the related winnings were voided.

We acknowledge that the screenshots and confirmation email demonstrate that a withdrawal request was submitted and initially entered our review process. However, acceptance of a withdrawal request by the system does not constitute final approval. All withdrawal requests remain subject to security, account and eligibility checks before payment can be processed.

For security and privacy reasons, we cannot publicly disclose information relating to other accounts or provide details of our internal verification procedures. Nevertheless, the relevant account information was reviewed again specifically in response to this complaint, and the original decision remains unchanged.

We understand that this is not the outcome you were hoping for, but we are required to apply our account and promotional rules consistently.

Kind regards,
Luke
Asgard Slots Team
 

Hello Raf “Incognitoo”,

Have you had a chance to check the reply above from the casino representative? 

Please let us know if you need additional assistance. 

Thank you!

Hello Raf “Incognitoo”,

As more than 48 hours have passed without a response from the member, we will mark case #4588 as resolved, given that we have received a reply from the casino representative.

I just want to point out how rude these guys can be. I've had a lot of trouble at these casinos lately with reps. Some are really cool, others are just complete A-holes. They make up rules as they go. All of a sudden I'm allowed 2 bonuses instead of 3.

Hello hufflebluff,

Thank you for bringing your concerns to our attention. We have reviewed your account, the relevant Terms and Conditions, and the chat history, and we can confirm that the agent handled the conversation in accordance with our Terms and Casino Policy.

Regarding the 30 Free Spins mentioned in your screenshot, I believe you are referring to your Daily Reward, which is based on your activity from the previous day. These rewards are processed automatically on the following day, and the amount or type of reward depends on the qualifying activity.

I can also confirm that your Daily Reward has already been added to your account and is available for you to use whenever you choose.

I would also like to clarify that our Live Chat agents are not able to manually credit Daily Rewards, as these are processed through our reward system. This may have caused some confusion during the conversation.

We take player feedback seriously, and we always aim to provide clear and consistent information. We appreciate you giving us the opportunity to review the situation and clarify what happened.

Best regards,
Johnny
Asgard Slots Team

Hello hufflebluff,

Since more than 48 hours have passed and we haven't received a response from the member, we will mark this case as resolved, as we have received an answer from the casino representative.

I’m filing this complaint because Asgard Slots voided my withdrawal/winnings for allegedly having multiple accounts linked to the same or similar IP address. I only have one Asgard Slots account. I contacted live support and asked what other account supposedly belonged to me. The agent clarified that they were not claiming I had created another account, but that there were other accounts with similar IP addresses. When I asked about this further, the agent actually told me, “A lot of people have similar IP as you. That’s all.” That is the main issue. If Asgard acknowledges that many people can have similar IP addresses, I don’t understand how that alone establishes that these accounts belong to me or justifies voiding my winnings. Later in the same conversation, the explanation also changed from “similar IP” to several accounts being linked to the “same IP.” I repeatedly asked what actually connected these accounts to me besides the IP and requested that the issue be escalated, but I was given no additional explanation. I also emailed Asgard support requesting a review and received no response. Im asking LCB to contact Asgard and review the decision to void my winnings, particularly given the contradictory explanations provided by support and their acknowledgment that many people can have similar IP addresses. I do not believe that alone is a reasonable basis for connecting unrelated accounts to me and confiscating my winnings.

Quantia disputada : 50$

Casino: Asgard Slots

Caso #: 4628

Thank you for reaching out.

After a thorough review of your account and the promotional activity associated with it, we have identified that the same promotional offer had already been redeemed from the same IP address on another account.

As outlined in the Asgard Slots Terms and Conditions, promotional offers are subject to restrictions regarding multiple or similar accounts. Promotions are limited per player, household, IP address, device, and other associated account information, unless explicitly stated otherwise or approved by management.

Our records indicate that another account associated with the same IP address had already utilized this promotional offer. As a result, the subsequent redemption on your account was not eligible under the applicable promotional terms.

Please understand that this decision is not based solely on the existence of another account. The violation specifically concerns the use of the same promotional offer across accounts associated with the same IP address, which falls outside the permitted conditions of the promotion.

For this reason, any winnings generated from the ineligible promotional redemption cannot be considered valid or reinstated.

We understand that this may be disappointing; however, these restrictions are necessary to ensure that promotional offers are used fairly and consistently by all players. Following our review, the decision regarding the disputed winnings remains unchanged.


Best Regards,
Dustin
Asgard Slots

Idk how else to get this fixed other than try here. Asgard slots wrongfully denied and voided my winnings off of a coupon. I have emailed them two times since 11:30am today and no response from them. Basically I made a clean deposit and used 2 coupons after. The next morning they applied the reward spins ( never requested) and then I used the weekend spins coupon and won requested a withdrawal and was denied and voided saying to I used to many coupons. The big problem is that I specifically asked chat before if it was ok and was told yes it is fine because the reward spins next day do not count as a requested coupon.. the kicker is I just got done commenting to them how great of a casino this is in the withdrawal request comment section. Almost feel as if it was a hahaha here you go for thanking me 😒 I just commented on telegram to see if I can get someone to email me back so we will see and I will update if they respond but this is not ok in my opinion

Quantia disputada : 150$

Casino: Asgard Slots

Caso #: 4636

Seems like I am not the only who is having an issue with them randomly making up reasons and new rules not to provide winnings out of nowhere 

Hello Rachel,

Thank you for bringing your concerns to our attention. We have completed a full review of your account, including its promotional history, the relevant chat correspondence, and the withdrawal decision.

Our promotional terms state that winnings may be voided when multiple free promotions are claimed and played consecutively without a qualifying deposit between them. This is an existing rule and was not introduced or amended in connection with this case.

The Weekend Spins from which the disputed winnings originated were the fourth promotional reward used consecutively on the account. Therefore, the original decision to void the winnings was made correctly and in accordance with the applicable terms.

We would also like to clarify the spins mentioned as not having been requested. These were not a manually claimed coupon, but a loyalty reward automatically credited on the day following an eligible deposit. Players who do not wish to use an automatically issued reward may contact our Support team and request its removal before playing it. In this case, however, the spins were played and therefore formed part of the account’s promotional activity.

While no processing error was made, we have also considered the account’s overall activity, history, and current standing. With all circumstances taken into account, management has approved a one-time exception and will reinstate the disputed $150 in winnings.

This decision is being made strictly as a gesture of goodwill and does not change the promotional terms or establish a precedent for future cases. We strongly encourage all players to make a qualifying deposit between free promotions to avoid similar situations.

We hope this brings the matter to a fair and satisfactory conclusion.

Kind regards,
Luke
Asgard Slots 

I appreciate your help in this and do understand the terms . as a long time loyal Asgard and sister sites player I have to point out the constant misinformation from chat members and would love for it to become a point for them all to be on the same page with answers to questions if that is at all possible to try and make this happen I would be grateful to you all as I'm sure a lot of other players would. None of this would have happened if I wasn't told prior that it was fine to go ahead and use the coupon like I said I play daily and just would have waited to redeem. Thank you again.

Update to this complaint Asgard made this right and I was able to successfully redeem my winnings as good faith in their words for being a repeat player. Adding that part in for everyone to know for sure that you can't use more than 3 coupons before depositing again or winning will be voided thank you all again 

Update to this complaint Asgard made this right and I was able to successfully redeem my winnings as good faith in their words for being a repeat player. Adding that part in for everyone to know for sure that you can't use more than 3 coupons before depositing again or winning will be voided thank you all again 

Hello Rachel Spurrier, 

Thank you for letting us know. We are glad to hear everything got sorted out.

Enjoy! 

Thanks for the update. It’s reassuring to know that everything is finally back to normal. For this kind of issue, I think it’s also worth checking the connection settings, especially when using features like .

This casino *****! THEY ARE *****! First off Idk why they let you redeem cupons/spins only to inform you that you were not eligible for the offer and therefore they won't pay ,they have wasted hours of your time and played with your emotions . This situation made all the more confusing because some coupons will simply not go through saying something like *deposit needed between redemptions or some such which logically leads one to assume that any cupons that do go through and allow you to play must be valid but NOPE it's actually just some **** ***** ****** to further muddy the waters of their ****** and ***** **** . So it's instead up to the player to be responsible for keeping track of the literally THOUSANDS of casino promo codes offered for online gaming sites. On top of that some codes expire and then later may be valid again or may be applicable to multiple sites but with different terms or rewards on each site. All the while they could easily use the system to allow only valid codes to be applied to eligible accts but they would rather **** their players around and be ******as all ****. So that is all ****** and deplorable business practices advertising and offering you gifts and deals they know you aren't eligible for on the promo menu or by email telegram etc etc but as bad as all this is and having been burned a few times I've tried to be as diligent and cautious as can be with this site . So I'm rather careful now to expect that I better validate any offer through chat or take notes  or some such ie I just deposited or something like that but even with that they throw another curve ball at me sinking lower. This is in the form of. SPINS ADDED TO YOUR ACCT BY THE CASINO WITHOUT ANY ACTION BY PLAYER NO CUPON ETC NOTHING JUST SPINS THAT ARE SUDDENLY THERE THAT DONT APPEAR TO HAVE ANY WAY TO CANCEL OR OPT OUT OF SO ONVIOUSLY PLAYER ASSUMES THEY MUST BE ELLIGIBLE FOR BECAUSE THEY HAVE TO PLAY THEM AND CASINO ADDED THEM UNASKED... SO WHEN YOU WIN THEY TELL YOU THEY WONT PAY & YOUVE  USED TOO MANY FREE OFFERS !!! EVEN THOUGH YOU GOT ON THE SITE TO MAKE A DEPOSIT USING A CUPON BUT CANT UNTILL YOU PLAY THE SPINS THEY ADDED UNASKED !!! SERIOUS ***** ***** STUFF! AND NOW EVEN MORE EGREGIOUS THEY ARE JUST STRAIGHT FALSE ADVERTISING BLATENTLY TO DRAW IN RUBES AND FLAT LYING WHEN CALLED ON IT. I DEPOSIT BECAUSE I SEE AFTER $25 DEPOSIT IF LOST I CAN REDEEM $66 CHIP... OTHER SITES IN THIS GROUP OFFERING $50 SO I CHOOSE ASGARD EVEN THOUGH THEYVE TREATED ME SO POORLY AND ****** ME AROUND IN THE PAST WITH CUPONS BUT HEY IM DEOOSITING AND WILL USE THE CUPON DIRECTLY AFTER SO NO CHANCE OF USING TO MANY FREEBIES OR ANYTHING AND WOULDN'T YOU KNOW IT INSTEAD OF A $66CUPON I GET A $12 CUPON AND CHAT REFUSES ANY RESPONISIBILITY AND OFFERS NOT EVEN AN APOLOGY LET ALONE RESTITUTION!!!! SO SAD HOW THEY TREAT PLAYERS. MAYBE NOT THE ABSOLUTE WORST OUT THERE BUT PRETTY CLOSE TO IT. IM ***** BY MY EXPERIENCES AT ASGARD. IT **** SOOOOO MUCH. DONT PLAY HERE THESE **** WILL ***** YOU ANY WAY THEY CAN.

Hello teddy c,

Please avoid using Caps Lock, as it comes across as shouting.

Your post contains a number of serious accusations against the casino, including claims of deliberately misleading players, false advertising, and cheating. Those are serious allegations and should not be presented as established facts without supporting evidence.

Promotional coupons, free spins, and deposit offers are generally subject to specific eligibility conditions, and the fact that a promotion appears in an account, is displayed on a promotional page, or can technically be activated does not necessarily mean that the player satisfies all of the applicable conditions. The relevant terms and eligibility requirements still apply.

If you believe a particular promotion was advertised to you with specific conditions and the casino subsequently refused the benefit despite you meeting those conditions, that is something that can be discussed factually. However, broad accusations of fraud, cheating, and deliberately manipulating players are not appropriate substitutes for establishing what the actual promotional terms were and whether they were breached.

Additionally, please note that the use of profanity, as well as insults of any kind, is strictly prohibited on our forum. We kindly ask that you refrain from using such language and from making accusations that are not supported by evidence. Otherwise, we may unfortunately have to ban your account.

Thank you for your understanding.