Vulkan.bet Casino - Выигрыши игрока были конфискованы.

Hello,

The casino has cheated me out of €2500.

Dear User,

Your account has been suspended for violation of rule 11.7 (A player who uses a strategy where large bets are placed with funds from their real balance (sports betting, live dealer, virtual sports etc.) and then switches to casino games to continue betting with bonus balance, will lose their current real balance and bonus balance, and may also be barred for misuse of bonus funds for a positive outcome). You're forbidden from creating a new account and playing on our website. Any new accounts you register will be locked out.

Best Regards, Joseph

Member of Vulkan.bet Support Team"

This email came out of the blue. I haven't played there for a good 2 weeks.

I had no active bonus, and even when I did have one in the past, I always played with real money, never with bonus funds.

The casino is not responding to my emails, so I'm trying this route.

I have done absolutely nothing wrong and would like to get my money paid out.

Hallo,

das Casino hat mich um 2500€ betrogen.

"ieber Benutzer,

Ihr Konto wurde wegen Verstoßes gegen Regel 11.7 (Ein Spieler, der eine Strategie anwendet, bei der große Wetten mit Geldern aus seinem realen Guthaben (Sportwetten, Live-Dealer, virtuelle Sportarten usw.) abgeschlossen werden und dann zu Casinospielen wechselt, um sein Bonusguthaben weiter zu setzen, verliert sein aktuelles reales Guthaben und Bonusguthaben und kann auch für den Missbrauch von Bonusgeldern, um ein positives Ergebnis zu erzielen, gesperrt werden) gesperrt. Es ist Ihnen untersagt, ein neues Konto zu erstellen und auf unserer Website zu spielen. Alle neuen Konten, die Sie registrieren, werden gesperrt.

Mit freundlichen Grüßen, Joseph

Vulkan.bet Support-Team-Mitglied"

Diese Email kam aus dem Nichts, ich habe locker 2 Wochen dort nicht gespielt.

Ich hatte keinen aktiven Bonus und auch wenn ich in der Vergangenheit einen hatte, habe ich immer nur mit Echtgeld, nie mit Bonusgeld gespielt.

Das Casino antwortet mir nicht auf Emails, daher versuche ich es über diesen Weg.

Ich habe absolut nichts falsch gemacht und möchte mein Geld ausgezahlt bekommen.

Dear Robi5580,

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.

• Could you please clarify which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• When was your account created?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. 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

Hello,

mostly sports betting, but also casino games.

But I ALWAYS made sure not to have an active bonus.

I was even classified as a VIP, so the behavior of the casino is incomprehensible to me.

Hallo,

zum Großteil Sportwetten, aber auch Casino-Spiele.

Dabei habe ich aber IMMER darauf geachtet keinen aktiven Bonus zu haben.

Ich bin sogar als VIP eingestuft gewesen, daher ist mir das Verhalten des Casinos unbegreiflich.

Thank you for your reply, Robi5580. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you mainly focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I played both there. But I am now accused of violating the terms and conditions with casino games.

Ich habe beides dort gespielt. Werde aber jetzt bezichtigt, mit Casinospielen gegen AGB verstoßen zu haben.

Thank you very much, Robi5580, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Robi5580,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Vulkan.bet Casino to join the conversation.

Dear Vulkan.bet Casino,

Could you kindly provide me with the evidence supporting the reported forbidden strategy as mentioned in the email you sent to the player at michal.k@casino.guru?

The player mentioned they had no active bonus at that time, so forwarding me the player's full game log will be beneficial for clarifying the situation.

Good afternoon, Robi5580 and Casino Guru team

We would like to indicate that the answer from the support department regarding article 11.8 was provided incorrectly. Correct terms of blocking are 10.1 and 10.1.5.

"10.1. The following activities are not allowed and constitute a material breach of the Terms:

10.1.5. colluding or attempting to collude and intending to participate, directly or indirectly, in any collusion scheme with any other player in the course of any game you play or will play on the Website."

We apologize for the incorrect message regarding the blocking qualification.

More information regarding this situation will be sent to michal.k@casino.guru soon.

Thank you!

Dear Vulkan.bet Casino,

Thank you for your email. I have replied with some additional questions to gain a better understanding of the entire situation and am awaiting your response.

Good afternoon, Michal

The response has been sent to your email. Thank you

Dear Vulkan.bet team,

Thank you for your clarification email and the provided evidence.

Dear Robi5580,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with similar IPs, device IDs, and reference codes. All of the accounts took advantage of the bonuses, which can’t be considered as just a coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned above. Another important factor is that most of the winnings originated from sports betting and as my colleague Kristina informed you we don’t have enough insight to take on this kind of issue in case you mainly focused on sports betting.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru