Vbet Casino UA - Player suspects fraudulent activity at the casino.

I registered an account on 06/06/2023, and during this period, I have deposited a total of 884,927 hryvnias. I actively play various slots everyday, from different providers, placing varying bets at different times, which never align with the previous ones. Yet, for the past 1.5 months, there has been absolutely no return on investment. However, on 04/08/2023 at 02:38, my account balance was left with 0.22 cents. I didn't top it up, but when I logged into my account at 05:30, I noticed that someone had been playing the slot named chaos cru at 03:27, with a 15 hryvnia bet! Once again, I would stress that my balance history shows no deposits or top-ups! I suspect the administration is injecting fake funds during clients' sleep hours and manipulating the RTP per account; this time, they just forgot to fully erase history! It's simply not feasible to deposit 10,000 daily, playing at 15-50 hryvnia stakes, and lose everyday, never seeing wins of 200,000 or 300,000 with such deposits! I've also never won the Sunday cashback, which constitutes 10% of the total loss. Not even once have I seen a jackpot, even the smallest, with the company always blaming the providers. In such cases, the company should address providers and inquire about the returns on my account. There is a promotion in the company named "Miracle Wheel", where you can win 100,000 or 1,000,000 hryvnias by collecting 10/10 parts. On the first day of last month, I was able to collect 9/10 parts within the first 50 spins.

Yet, after 5000 spins, I failed to obtain the final part. The same is happening this month, I attained the first 9/10 parts on the very first day of the promotion, but despite making over 2000 spins, I still cannot get the last part. I believe this promotion is fraudulent, as the company deliberately manipulates customers to make additional deposits!

Dear Vadgars,

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

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

Could you please advise if you confronted the casino with this information? What was the casino's response?

Could you please forward the player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts) to tomas@casino.guru?

Do I understand correctly the transaction from the screenshot you submitted: Easy pay terminal, card deposit, and Apple Pay deposits weren't made by you?

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,

Tomas

Dear Thomas, I have sent you my reply to the indicated e-mail box.

Thank you very much, Vadgars, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Vadgars,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vbet Casino UA to join the conversation and participate in the resolution of this complaint.

Dear Vbet UA Casino,

Can you please explain what has happened regarding the bets made in the player's account?

Kind regards,

Adam

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.

I am not even surprised that these scammers do not respond! Yesterday, during an active game, I noticed that within 5 minutes in EGT slots, the same account won 17 jackpots in a row! It is nonsense that a fake player wins the jackpot in half a minute, and a person who plays every day and has already deposited more than 1,000,000 hryvnias has never received a jackpot!

Dear Vadgars,

I have managed to contact the casino via Skype and they have stated that they will check the situation with their risk management department. I will therefore extend the timer one more time in the hope that a resolution can still be found. If there is no further response, the complaint will be closed as 'unresolved' as previously mentioned.

Kind regards,

Adam

I inform you that during this entire period that the company did not respond to my complaint, I deposited an additional 100,000 hryvnias without any winnings at all! Once again, I will make sure that the company is engaged in fraud.

Dear Vadgars,

I have tried to contact the casino repeatedly but had no further response. 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 as mentioned.

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 the KRAIL - Gambling and Lottery Regulatory Commission (zvernennya@gc.gov.ua) and submit a complaint to them. The Commission has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

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

Best regards,

Adam