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VulkanVegas Casino - Refusing to pay legitimate winnings

解決済み
苦情情報
係争中のカジノ バルカンベガスカジノ
理由 ボーナス条件違反
Mariokizz ルーマニア
投稿日 2019年7月17日

Hello,
I would like this time to give you the full experience on VulkanVegas Casino.
On 8.07.19 I have decided to make a deposit on this casino. I have spoke with one agent on livechat , I think his name was Allan and I asked him for a match bonus because I was thinking to make a deposit worth 3,500E . We have agreed to reach a total balance of 17,500E so that's a 400% match bonus.
1.First step was making the deposit , after the first attempt I could deposit only 1,400E (see first screenshot) then they have claimed that is something wrong with the card I have to call my bank to be able to make the deposit or use a different card or deposit option. (see 2nd screenshot) . My bank told me I should be able to make the deposit and there is no issue with them or my card. After a few tries I decided to try a different deposit option and I went to deposit the rest of the money with my EcoPayz wallet. (see 3rd screenshot). Finally after I made the rest of the deposit 2,100E they have sent me a e-mail saying that the bonus was added in my account .(see 4th screenshot).
2. After the bonus was added I have started to play untill my balance was down to 11,000 (aprox.) I have played a lot of games for the next hours and then decided to come back the next day because I was tired. Following the next day , I have done the log in and started again to play untill my balance was gone down to 0.08E , then again I decided is time to make a new deposit and start playing again. Just before I have done my second deposit I went in to the bonus section and canceled the remaining 0.08 and the wager as well because I didn't wanted to play with a bonus anymore. I have created my 2nd deposit of 85E with my ecopayz wallet(see 5th screenshot) and received a bonus with a wager as well, I went in the bonus section and canceled that bonus and the wager for it.
3. I have lost my 2nd deposit as well and then decided to make my 3rd deposit with my bank card because my wallet was empty (see 6th screenshot), I did not received any bonus or wager for my 3rd deposit and I have started again to play, after some game action I was lucky to get 8000 credits on a free spin bonus round on a game called "Dr. jekyll and mr hyde" , I don't remember exactly the bet but I think it was between 5-10E . After that won I won again some more money on the same game but nothing really special, only that big win of 8000 made a lot of my balance.
4. Of course when my balance was up to 8,351E I have decided to create a cashout request, all good untill the next day when they have contacted me saying that they will not pay the cashouts because I have made a bet higher than 5E while I was on the bonus money (see 7th screenshot) and if I want to access again my account I have to accept their condition to cancel my winnings(see 8th screenshot). Of course I have not accepted because what's going to happen if I will deposit and win again?
They will cancel the winnings again because I have "violated" the Bonus T&C ? Or they will pay the winnings to me? If they will void again the winnings it means for me that they are trying to fool me and try to take my money again. And if they will say they will pay the winnings than why don't they just pay my actual balance? Because maybe is a big too much money?
5. After a phone call they decided to send me a e-mail with more explanation about the case. (see 9th screenshot) where they claim that it does not matter that I didn't win from their bonus (so clearly I have won from my cash) and I made them carry out the loses when there was no lose for them as even if I have made a bigger bet than 5E my bonus was lost by me & then giving me a non-sense trafic light explication . And again asked me to cancel my winnings in order to access my account again. And again I am asking what is going to happen if I deposit again and win? They will keep again the winnings or they will pay ? (see 10th screenshot)
6.After I have clearly told them that my real cash balance is out of my real cash deposit and there was no bonus balance converted to cash they decided to close my account and void my balance as well because I didn't accept their condition as I don't want to be scammed. (see 11th screenshot)
They let me make 2 more deposits thinking that I will lose that as well but when I won they decided to keep the money, in their rules it does not say you are not allowed to make cash deposits after you make a bet higher than 5E .
I would like to get more proves but I am afraid that they have blocked my account straigth away after I won in order to keep my out my account and take screenshots of my deposits and show you that there was no wager active or bonus when I won .
I have played on different casinos with the same rule and none of them refused to pay a cashout if I won just from my cash money, please get in touch with them asap.

AskGamblers
投稿日 2019年7月26日

This complaint has been reopened as per VulkanVegas Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

投稿日 2019年7月26日

Dear Mariokizz

On behalf of Vulkanvegas I’d like to apologize for the delay in reply, that was caused by the technical issues.

Along with the Curacao regulator and licensor we’d investigated your case scrupulously.
The key aspects that we were focusing and the facts of which were provided to the licensor:

1) At the registration, the player agreed to General T&C and Bonus T&C that apply at all the times during the gameplay.
2) What we saw analyzing the game-play is an obvious bonus abuse - the player makes bets with bonus money that are way higher that 5 euro (in accordance with the Bonus T&C), if to be specific - 755 spins:
- 88 bets of 75 euro/spin;
- 127 bets of 60 euro/spin;
- 59 bets of 45 euro/spin;
And so on….

As a result, our anti-fraud and casino management departments consider such fact as an explicit bonus abuse, that cost the company quite a big sum in losses.

According to the T&C:
“7. The maximum bet allowed when playing with bonus money is of 5 EUR / 5 USD / 500 RUB / 5 CAD / 20 PLN / 2000 KZT per spin until your wagering requirements have been completed. Violation of this rule can lead to cancellation of bonus and all winnings from it, as well as to voiding the real balance amount.”

There is no any mentioning of the dependencies to any specific bonus (-es) or any prerequisites to the specific deposits. The play check gets performed at any time, when we may notice suspicious activity of the player.

As a solution to the issue we may see the refunding player with the last two deposits and allowing him start from ‘the clear sheet”.
Should you agree to the terms, please contact our support.


Best regards,
Alexander

AskGamblers
投稿日 2019年7月26日

Dear VulkanVegas Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

AskGamblers
投稿日 2019年7月26日

AskGamblers Complaints Team has been provided with enough information and evidence on behalf VulkanVegas Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

バルカンベガスカジノ 苦情

  • 30 / 30 解決済み
  • 1日 平均レスポンス
  • 5日 平均苦情ライフ
  • 3,334 USD 平均額

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