Help Center
Bonus Not Received
If you encounter an issue where your bonus has not been credited to your account, we are here to assist you. Please follow the steps below to resolve the issue efficiently:
Do Not Place Bets on Your Deposit:
- If you’ve already started playing with your deposit, the bonus cannot be manually credited.
Contact Our Support Team:
- Reach out to us via live chat or email at support@viu-viu.com.
Provide Detailed Information:
- Specify the bonus that hasn’t been credited and explain the steps you took before encountering the issue.
Our support team will then manually credit the bonus to your account.
Bonus disappear
- One of the most common reasons bonuses disappear is due to expiration. Online casinos usually set a time limit for completing wagering requirements. For Viu-Viu Casino, this period is typically 7 days, though it may vary depending on the specific bonus. If you don't meet the wagering requirements within the allotted time, the bonus and any associated winnings will expire and be removed from your account.
Wallet change
- When you have a bonus activated on one currency but you switch your wallet to another currency, the bonus will not work. In this case, you need to revert and set your wallet back to the currency on which the bonus was activated.
What to Do If Your Bonus Disappears
If you notice that your bonus has disappeared and you think it was removed by mistake or due to a misunderstanding, follow these steps:
- Contact Customer Support: Reach out to the Viu-Viu Casino support team. Explain the situation in detail, including the type of bonus, the amount, and any relevant dates.
- Review Terms and Conditions: Carefully read the terms and conditions related to the bonus. The disappearance might be due to a policy mentioned in the terms, and understanding these rules can help avoid similar issues in the future.
- Be Aware of Bonus Rules: To prevent issues moving forward, always read and understand the rules and requirements associated with any bonuses you receive. This will help you avoid any actions that could lead to bonus cancellations.
What are the consequences of canceling a bonus?
Viu-Viu Casino typically offers players the option to cancel active bonuses, which can usually be done through your account settings or by contacting customer support. However, canceling a bonus comes with several important consequences:
- Bonus Funds Are Lost: When you cancel a bonus, all bonus funds, including the bonus amount and any winnings generated from it, will be removed from your account.
- Free Spins Are Forfeited: If the bonus included free spins that were available over multiple days, canceling the bonus will also cancel all unused free spins. Any winnings from these spins will be deducted from your account balance.
- No Refunds or Reversals: Once a bonus is canceled, it is typically irreversible. You will not be able to get the bonus back or have the funds recredited to your account.
- Adherence to Bonus Terms: By canceling a bonus, you are agreeing to comply with the casino’s terms and conditions, which include forfeiting any winnings earned from the bonus and following other relevant rules.
If you have any questions or need clarification, don't hesitate to reach out to our qualified support team, who will assist you in understanding your concerns. You can contact our support team via email - support@viu-viu.com, or via live chat.