I am submitting this complaint as a private seller regarding Viagogo sale #643380242 for the Rawayana concert on 16 May 2026.
This was my first experience using Viagogo as a seller, and I relied on the platform’s instructions and support throughout the entire process.
Viagogo charged me USD 400.00 alleging that I failed to deliver the tickets on time, while also withholding the sale proceeds owed to me.
However, the buyer confirmed multiple times that:
* he successfully received the tickets,
* he attended the concert,
* and he did not want any refund or cancellation.
The buyer confirmed this:
* directly to me via WhatsApp,
* by email to Viagogo with me copied,
* and directly through Viagogo support chat.
Viagogo support itself also acknowledged through the support chat that the tickets worked successfully.
Before the event, I proactively contacted Viagogo several times explaining that Ticketmaster transfer restrictions were causing technical issues outside my control. I provided screenshots and evidence, and Viagogo support told me the case would be escalated and that I had a strong case if I was charged.
Despite all the evidence provided:
* Viagogo retained my sale proceeds,
* charged me an additional USD 400,
* and has still not provided any substantive response since my formal dispute submitted on 17 May 2026.
Since then, I have repeatedly contacted Viagogo support. Each time, I am told that the case is “being reviewed” or “under investigation”, but I never receive any actual response, resolution or explanation. This situation has caused significant stress, wasted time and frustration.
I consider this charge unfair, disproportionate and unjustified, especially considering that:
* the buyer successfully attended the event,
* the buyer explicitly confirmed that no refund should be issued,
* and Viagogo has direct proof of this in its own records.
I request:
* cancellation/refund of the USD 400 charge,
* immediate release of the sale proceeds owed to me,
* and a formal written explanation regarding the handling of this case.
All supporting evidence was already formally provided to Viagogo by email on 17 May 2026, including:
* buyer confirmations that the tickets were received and successfully used,
* confirmation that the buyer attended the event and did not request any refund,
* Viagogo support chat confirmations,
* proof of the Ticketmaster transfer restrictions,
* payment records and charge details,
* and the full chronological explanation of the case.
Despite all this evidence already being in Viagogo’s possession for several weeks, I still have not received any substantive response or resolution.
