Vauhdikas Casino - Выигрыш игрока был конфискован.

Dear Casinoguru,

I am submitting this complaint regarding Vauhdikas Casino and the confiscation of my legitimate winnings.

I created an account on February 27th using Zimpler as my payment method (deposit first, then complete account details). After making my first deposit of €100, the website displayed an "Error" message and I was unable to log into my account.

Assuming the deposit had failed due to the error, I attempted the process again. The second attempt appeared successful. However, the first deposit had actually gone through despite the error message. This resulted in me unintentionally depositing twice (€100 + €100).

This was clearly a technical/system issue on the casino’s side. I had no intention of depositing twice, and it makes no logical sense that I would intentionally deposit again immediately after the first attempt.

Although this was unfortunate, I accepted the situation and proceeded to play normally. After completing the wagering requirements, I had a balance of €3,774.

On February 28th, I requested a withdrawal of €1,500. On March 2nd, I was informed that my withdrawal had failed and that my entire winnings were confiscated due to Rule 5.13.

Rule 5.13 states that winnings can be confiscated if a player makes an additional deposit before fully wagering the previous deposit. However, in my case:

The second deposit was not intentional.

The duplicate deposit was caused by the casino’s system displaying an error.

I did not attempt to breach their terms of use.

I completed the wagering requirements.

The casino accepted both deposits and allowed me to play without warning.

It is unreasonable to apply Rule 5.13 in a situation caused by the casino’s own technical error. I did not attempt to exploit anything, and there was no bad intent.

Confiscating €3,774 under these circumstances is unfair and disproportionate.

I am attaching:

The email from the casino referencing Rule 5.13

A screenshot of the rule

A screenshot of my account and transaction history

I respectfully request that Casinoguru investigate this matter and assist in recovering my legitimate winnings.

Thank you for your assistance.

Kind regards,

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Dear Player,

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.

• Did you accumulate your winnings with or without an active bonus? If possible, could you please attach a screenshot of your bonus history?
• Could you please forward your whole communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshot here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Yes I took the welcome offer. But the rule they refer to is me depositing twice. I did not get 2 bonuses. I only deposited again due to an error showing up the first time.

Dear Player,

Thank you for your response. Could you please forward your whole communication with the casino in relation to this issue? You can reach me via email at [email protected].

Thank you in advance for your cooperation.

Hi, I mailed you guys.

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you essileppanen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vauhdikas Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Attila,

First of all, we sincerely apologize for the delayed response on this matter. Unfortunately, due to an internal issue, we did not receive the notification regarding this complaint, which caused the delay on our side.

I asked our team to check what happened and will return to you later today with an answer.

Thank you!

Dear Player,

Thank you for your message regarding your complaint.

After carefully reviewing your case, we were unable to identify any technical error on our side corresponding to the issue you described during your first deposit attempt. In order for us to investigate this matter further, we kindly ask that you provide any proof or evidence showing that such an error occurred at that time (e.g., screenshots or error messages).

Additionally, please note that your bank operates with 3D Secure authentication. This means that each deposit transaction would have required your approval before being processed.

We appreciate your cooperation and look forward to receiving the requested information so we can assist you further.

Kind regards,

Robert

Hello Robert

Upon recieving the error message my first thought wasn't that I have to take a screenshot of this. My reaction was that this was odd - why did I get an error message? Lets just try again.

This is normal behaviour. You can not expect me to immediately take a screenshot.

Why do you have this rule? I'm guessing it is to prevent some sort of behaviour. As you can see from my screenshot my second deposit was almost immediately after the first one. Which is logical when I described my thought process for you.

Do you really think it's logical that you should apply this rule to me?

Does depositing twice grant me any form of advantage?

Why I signed up for the welcome bonus was to deposit 100€ and get a bonus 100€ to play with.

What this error did for me was only to deposit 200€ and get 100€ bonus to play with - and also you taking away my winnings.

This is totally unfair.

Essi.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear essileppanen,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.. In the meantime, I recommend you contact eCOGRA at ADR For Online Gambling | ECOGRA Complaints and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority ("MGA"), by filling out a complaint form at http://www.mga.org.mt/support/online-gaming-support/ The ADR or the Gaming Authority has more options and tools to help players. Please let me know how they responded

at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Peter