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Complaint against Vodka Bet (Mamba Edge B.V.) — Confiscation of Winnings

Subject: Unjustified confiscation of 9,805,950 RUB due to alleged "technical error"

Message:

Dear Casino Guru Team,

I am submitting a formal complaint against Vodka Bet Casino regarding the illegal confiscation of my winnings totaling 9,805,950 RUB (approx. $132,938).

Case details:

Player ID: 1028519

Casino: Vodka Bet (Mamba Edge B.V.)

Game Provider involved: Amatic Industries

Key Facts:

Partial Payout Approval: The casino initially recognized my winnings as legitimate. They successfully processed a withdrawal of 120,000 RUB to my card. This confirms that their system and risk department verified the gameplay at that stage.

Unauthorized Recall: After the funds reached my external Piastrix wallet, the operator initiated an unauthorized recall of the remaining 9,805,950 RUB without my consent, citing a "technical error" in the Amatic software.

Third-Party Reaction: Due to this breach of financial security, the BestChange platform has already initiated the process of delisting Piastrix, recognizing the recall as a critical violation of payment processing rules.

Lack of Evidence: The casino has failed to provide any technical logs or official statements from Amatic Industries proving that a "bug" occurred.

My Request:

I request Casino Guru to act as an intermediary and demand that Vodka Bet provides:

Official confirmation from Amatic Industries regarding the alleged technical malfunction.

Proof that the specific game rounds were voided by the provider, not just the casino's internal decision.

I have already filed a formal complaint with the Curaçao Gaming Control Board (GCB) and notified the game provider. I ask for your assistance in restoring my balance or reaching a fair settlement.

Sincerely,

Darya *****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vodka.bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What Amatic Industries games did you play to accumulate your winnings in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Thomas, I'd like to clarify the situation regarding your questions:

Account status: My account is not blocked.

How the confiscation occurred: The winnings weren't debited from my game balance—the casino had already approved and withdrawn the funds to my Piastrix wallet. I had already used some of the money. However, the remaining funds were subsequently recalled/blocked (confiscated) directly from the payment method. My Piastrix wallet is now empty.

Piastrix also first blocked my wallet, then unblocked it, but did not return the money.

The winnings were received in the Amatic Book of Aztec slots

Evidence: The fact that the casino made the payment confirms that the security service had no complaints against me at the time of the withdrawal. I will send you screenshots of the casino's payment history and a statement from my Piastrix wallet by email. tomas@casino.guru I will also send you how dryly the support team on both sides communicated with me.

I have a screen recording and screenshots of withdrawals and deposits of all bets, since the winnings were not received in one go, but it was a 2-hour game where the amounts were increasing from 50 rubles to 30,000

Томас, уточняю ситуацию по вашим вопросам:

Статус аккаунта: Мой аккаунт не заблокирован.

Как произошла конфискация: Выигрыш не был списан с игрового баланса — казино уже одобрило и вывело средства на мой кошелек Piastrix. Часть денег я уже успела использовать. Однако после этого остаток средств был отозван/заблокирован (конфискован) непосредственно с платежного метода. Сейчас мой кошелек Piastrix пуст.

пиастрикс тоже сначала заблокировали мой кошелек потом разблокировали но деньги не вернули.

Выигрыш был получен в слотах Amatic  Book of Aztec

Доказательства: Тот факт, что казино совершило выплату, подтверждает, что на момент вывода у службы безопасности не было ко мне претензий. Я отправлю скриншоты истории выплат из казино и выписку из кошелька Piastrix вам на почту tomas@casino.guru. Так же отправлю как сухо со мной общалась поддержка обоих сторон .

у меня есть запись экрана и скриншоты выводов и пополнений все ставки так как выйгрыш был получен не за один раз а это была игра 2 часовая где сумы были нарастающими от 50 руб до 30.000

I have been a player at this casino for about 2 years now.

That day I topped up my account with various amounts throughout the day, totaling 16,000.

The last 2000 were winning ones.

I really don’t understand how you can first approve a withdrawal, let a person use the funds, and then revoke it and say that there was a mistake.

Thomas, please help me understand this situation.

Я являюсь игроком данного казино уже около 2 лет

в тот день я пополнила разными сумами в течении дня 16.000

последние 2000 были выигрышными .

я на самом деле не понимаю как можно сначала одобрить вывод дать человеку воспользоваться средствами , а потом отозвать и сказать что была ошибка .

Томас пожалуйста помогите разобраться в этой ситуации.

Dear Tomas,

I would like to provide a critical update regarding my case and respond to the casino's recent claims in Live Chat.

1. General "Incident Report" vs. Manual Approval:

The casino provided me with a general incident report from N-Serve/Amatic regarding technical issues on April 17th. However, this report does not explain why the Vodka Casino security and finance departments manually reviewed and successfully approved my withdrawal. By processing the transaction to Piastrix, the casino officially confirmed that my winnings were valid at that time.

2. Illegal Seizure from Private Wallet:

Even if a technical glitch occurred on the provider's side, it allows the casino to adjust a balance insidethe casino system. It does not give them the legal right to initiate a "chargeback" or recall funds from a customer's private electronic wallet (Piastrix) once the transaction has been finalized and settled. This is a direct violation of payment system protocols and, in my view, constitutes theft.

3. Response to Accusations of "Taking Advantage":

In Live Chat, the casino representative accused me, saying: "You took advantage of the provider's malfunction." I categorically deny this.

I am an ordinary player, not a technical expert. I played for over 2 hours, changing my bets.

I risked 16,000 RUB of my own deposited fundsthat day. If I were trying to "exploit" a glitch, I wouldn't be making such significant deposits.

The game was available, it accepted my bets, and it functioned normally from a player's perspective.

4. Business Risk:

Any technical issue between the provider (Amatic), the aggregator (Slotegrator), and the casino is a business risk of the operator. It is unfair to shift the cost of their technical failures onto a loyal player who has been with the casino for 2 years.

I have already sent the video evidence of my gameplay and the confirmed withdrawal status to your email. I ask you to evaluate whether the casino has the right to reach into my private wallet based on a general technical report after they had already authorized the payment.

Best regards,Darya

Dear Tomas,

I want to summarize the latest developments and point out the clear contradictions in the casino's position:

Manual Approvals: The casino claims there was a "technical glitch," yet their team manually approved over 90 separate withdrawal transactions of 100,000 RUB each. It is impossible to claim a "glitch" after confirming the winnings more than 90 times during the manual review process.

Illegal Seizure: The casino confirmed in Live Chat that they initiated the recall of funds from my private Piastrix wallet. I insist that no technical error on a game server gives a casino the legal right to seize funds from a customer's external, private account after the transaction is finalized.

Casino's Response: When asked about these 90 approvals and the legality of the seizure, the casino support simply repeats: "We have provided you with the correct information" and accuses me of "taking advantage" without any proof.

My Position: I have been a loyal player for 2 years, I made 16,000 RUB in deposits that day, and my gameplay was fair. The casino is simply trying to shift its business risks and technical failures onto me after they already officially paid out the win.

I have already provided you with the video of all 90+ successful transactions. I ask for your final evaluation of these illegal actions by Vodka Casino.

Dear Thomas, I need to correct an inaccuracy in the description. It says the casino "held" the money.

The facts are:

The casino successfully paid out the entire amount to my Piastrix. This wasn't a partial payout; it was over 90 approved transactions.

The money was already in my personal account. I spent 120,000 on myself and deposited another 20,000 back into Riobet Casino as a new deposit, which they successfully accepted.

Only after this, the remainder was illegally withdrawn/removed directly from my personal Piastrix wallet at the request of the casino.

Please update the description to reflect that the funds were withdrawn from the external account after a successful withdrawal, as this is crucial. The funds were entirely for my personal use; until this morning, I had no idea the casino would confiscate them from my personal wallet without my knowledge.

Дорогой Томас, нужно исправить неточность в описании. Там написано, что казино "удержало" деньги.

Факты таковы:

Казино успешно выплатило всю сумму на мой Piastrix. Это не была частичная выплата, это было более 90 одобренных транзакций.

Деньги уже были на моем личном счету. Я потратила 120 000 на себя и внесла еще 20 000 обратно в казино «риобет »как новый депозит, который они успешно приняли.

Только после этого остаток был незаконно отозван/изъят прямо из моего личного кошелька Piastrix по запросу казино.

Пожалуйста, обновите описание, чтобы оно отражало, что деньги были забраны с внешнего счета после успешного вывода, так как это принципиальный момент . Деньги полностью были в моем личном пользовании, до утра я и подумать не могла что казино у меня их конфискует без моего ведома из моего личного кошелька

Hello! It's been 7 days since I posted my complaint, and the status remains unchanged. Could you please tell me if the team has been able to begin reviewing it or forward it to the casino representatives? I would appreciate an update on my situation.

Здравствуйте! Прошло 7 дней с момента публикации моей жалобы. Статус по-прежнему не изменился. Подскажите, пожалуйста, удалось ли команде приступить к рассмотрению или передать запрос представителям казино? Буду признательна за апдейт по моей ситуации

Dear Daryaspravedlivost,

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 (peter.c@casino.guru). 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,

Tomas

Hello there,

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

I would now like to ask Vodka.bet 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!

Hello, thank you for your response. I am ready to provide any evidence.

Здравствуйте, спасибо за отклик . Я готова предоставить любые доказательства

Peter, I would like to add a crucial detail to my case. The casino had already approved and sent the funds to my Piastrix wallet. I managed to use a portion of that money. However, later the casino initiated an unauthorized reversal of the remaining balance directly from my personal wallet. This confirms that the transaction was completed and the funds were legally in my possession before the confiscation.

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.

Time's up. Casino Vodka completely ignored my complaint and simply remained silent. They clearly have no response, as they have no evidence of a "glitch"—they simply stole my 9,805,950 rubles directly from my Piastrix wallet.

I ask the moderator to close this complaint as unresolved and lower their rating as much as possible so that other players know they're stealing money here. I won't let this go and will continue to seek justice through the Curacao regulator and the payment system.

Время вышло. Казино Водка полностью проигнорировало жалобу и решило просто отмолчаться. Им явно нечего ответить, потому что никаких доказательств "сбоя" у них нет — они просто украли мои 9 805 950 рублей прямо с кошелька Пиастрикс.

Прошу модератора закрыть эту жалобу как нерешенную и максимально снизить им рейтинг, чтобы другие игроки знали, что здесь воруют деньги. Я этого так не оставлю и продолжаю добиваться справедливости через регулятора Кюрасао и платежную систему

I have tried to contact Vodka.bet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter