VOLNA Casino - Player’s winnings have been confiscated.

Good day. I took advantage of the welcome bonus on the first deposit and managed to play and complete the bonus wagering requirements. I then verified my account and confirmed my crypto wallet. After that, I requested a withdrawal, but my withdrawal was canceled, and the bonus along with all the winnings were revoked. In the chat, they responded: You have received a disproportionate amount of bonuses relative to the number of deposits made.

Dear Eravivo,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how many bonuses have you activated in your casino account so far?

How many times have you deposited into the casino?

Please forward me all the communication between you and the customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Veronica, good afternoon

I activated the first and only welcome bonus,

I also made only one single deposit

I don’t have many screenshots, I have a couple more SMS from the operator:

1.Yes, that's right. You received a disproportionate number of bonuses relative to the ratio of completed deposits

2.Thank you for waiting. This decision was made by the decision of the site administration, you violated rules 5.3 and 10.2.14

The rule 5.3 says the following:

5.3. By registering on the website, you undertake to provide accurate, complete and true information about yourself. If changes are necessary, you must independently and promptly correct your data. Failure to do so may result in the application of restrictions, non-fulfillment of transactions (bonuses, winnings) and / or closure of your account.

Could you please confirm if you provided your true personal information when you opened an account in this casino? Has the casino specified which of your data was submitted incorrectly?

The rule 10.2.14 states the following:

10.2.14. The casino reserves the right to review the size and frequency of bonus offers on an individual basis if it believes that the user is receiving a disproportionate number of bonuses in relation to the ratio of deposits made and bonuses received on them.

Could you please specify how many deposits you made to the casino and how many bonuses you took? Do you have any screenshots of your transaction history and bonus history?

for data account:

I entered my personal data, passed verification, uploaded photos of documents, confirmed my crypto wallet. The only thing I couldn’t do was that the SMS didn’t come, I had to indicate my second number.

regarding Rule 10.2.14:

I made one deposit and received one welcome bonus on it

Thank you very much, Eravivo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello, Eravivo,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, since I can see in your screenshots also the "Bonus Log" section - please open it, take a screenshot of it or more screenshots if needed, and share it here with your response or forward it to my email (branislav.b@casino.guru).

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear VOLNA Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello, dear player and Casino Guru representatives! Our team has limited the issuance of bonuses to this player on all brands of our network in accordance with clause 10.2.14 of the rules, namely, "The Casino reserves the right to review the size and frequency of bonus offers on a case-by-case basis if it considers that the user gets a disproportionate number of bonuses compared to the ratio of bonuses received and deposits made" 

The player registered on the Volna Casino, then he activated the Welcome bonus, and only after entered personal data in his profile, which contradicts clause 5.3 of the rules, "By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any changes are to be made to this information, you must update your data at your own initiative and without delay. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions (bonuses, winnings) and/or the closure of your account" 

When we found an account with bonus restrictions, our system reacted and also blocked the possibility of receiving any bonuses. Thus, all winnings were canceled, except for the deposit amount the player made. 

Best regards,

Volna Casino!

Thank you for your response and clarification, Volna Casino team.

Can you please additionally provide us with the following:

• Did he use the same email address for registration at Volna as in the casino where he was restricted from bonuses?
• When exactly and how was he informed about the restriction in the first casino from the group? Which casino informed him about it? Was he clearly informed about the restriction within the whole group of casinos and about a list of all casinos?
• When did the events (imposing restrictions in the first casino from the group and/or informing the user about it and registration at Volna Casino) occur? Is it possible he did not have to be aware that Volna Casino belonged to the same group of casinos when he registered there?
• If the casino requires only an email, password, and currency upon registration, and it allows players to claim bonuses before they fill out their personal data, what does rule 5.3 have to do with the situation at all? There is no information about the need to complete the profile immediately or that it has to be filled out completely before claiming bonuses. Do I understand correctly that he left the profile/personal data empty, took the bonus, played, and later completed his profile and personal data? If so, and the casino's system allows it like this - can you explain what he did wrong or incorrectly, provided that it did not have to be clear to him that Volna belongs to the same group of casinos where he is restricted from bonuses?
• It is completely acceptable to restrict players from bonuses, but if the casino allows claiming them without a need to fill out personal data first, why should the player's winnings be confiscated?
• A link to the bonus-specific rules if there are any, or whether it is governed only by general bonus terms and conditions

Hello, Casino Guru representatives! The principle of operation of the bonus hunter detection system, as well as other additional details, have been sent to your email branislav.b@casino.guru.

Best regards,

Volna Casino!

Greetings all,

I am sorry for the delay.

Thank you, Volna Casino Team, for your email and clarification. Can you please look at my last email regarding the matter and respond?

Dear Eravivo,

Can you please somehow rationally explain why you used completely different emails in Volna's sister casinos, basically specific and unique email addresses in these casinos?

I don’t have a logical explanation, but I believe that new clients have a greater chance of winning, which is why I came up with a new email for each casino, especially since I know this is not prohibited. Yes, the emails were different because of my superstitions, but in any case, when starting the slot, I entered personal data, first and last name, and also verified the account

Greetings all,

I am sorry for the delay.

Dear Volna Casino Team,

I sent you another email a while ago. Please check if you received it, and answer my questions. My previous email that you did not receive for some reason was attached to my last email as an attachment.

Looking forward to hearing from you.

Dear Eravivo,

In the meantime, while I wait for a response from the casino representative outside the thread... As for your last post - how do you please imagine proving your claims and that you did not use a completely different and new email address in each of the casinos in question to bypass the casino's system settings/restrictions? To be honest, I would say that the information you provided is something that is impossible to prove, and it definitely does not indicate common player behaviour.

When did you fill out your personal details, and when exactly you were informed about successful verification? Do I understand correctly that you made a deposit, claimed a deposit bonus immediately, and only then filled out your account profile with your personal details? If so, what is the reason you did not simply do it (as it is common in online casinos that do not require these details upon registration or claiming bonuses) as any other regular player - after playing the deposit/bonus or after requesting a withdrawal/during the KYC process? It makes no sense like this.

Can you please additionally provide me with the confirmation of your successful verification?

Feel free to post the screenshot with all the relevant details here, with your response, or forward it to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

good evening, regarding your question, when registering on the left you can immediately activate the bonus, after you enter your email and password, the deposit window immediately opens, that's why I did everything in this order. and especially when activating the bonus they don't ask you to enter personal data

Thank you for your email and further details, Volna Casino Team.

Dear Eravivo,

Thank you for the clarification. What about my last question?

"Can you please additionally provide me with the confirmation of your successful verification?

Feel free to post the screenshot with all the relevant details here, with your response, or forward it to my email (branislav.b@casino.guru)."

I am afraid you forgot to share the requested. If you decide to post it here, with your response, no worries, the post will be hidden from the public if there are any sensitive/personal details.

good afternoon, firstly, the casino does not send any letters about confirmations and verifications of the account, the only thing I can provide you with as confirmation is a screenshot from the casino

Dear Eravivo,

Thank you for additional details. However, in the meantime, the matter was discussed internally with the team, and the results of our internal meeting will not make you happy.

After gathering all the necessary information and details, we are closing this complaint as unjustified. Although the casino's procedures regarding system settings/rules enforcement/transparency were not correct at all (at least in this case, while they referred to completely irrelevant rule(s)), unfortunately for you, the casino is part of a group of casinos, and it is not unusual that casinos share such data and details or have access to specific details within the same operator/owner. Based on the provided details, the main factor that led to our final decision (rejection) was that you already played in several online casinos within the same group, however, in one of them, you already breached the rules by registering more than 1 account, abusing the casino's bonus offer. Therefore, it is understandable that they decided to restrict you from bonuses within the entire group, while it explains "a disproportionate amount of bonuses relative to the number of deposits made". By multiple accounts/bonus abuse, you basically already previously received more bonuses than you were eligible for, which seriously breached casinos' rules.

So, since the casino has the right to refuse to provide any player with bonuses (extra free money given by casinos on top of deposits) in its sole discretion, and at VOLNA Casino, they found out your identity and circumstances around your previous activity within the group only upon additional KYC/verification and thorough review of your account and activity, we accept the casino's decision to confiscate your winnings. You are not eligible for winnings obtained this way. Since the casino returned your deposit and allowed you to withdraw it, we consider the matter closed.

If the circumstances were different and you had not breached rules in another of VOLNA's sister casinos in the past, the situation would have been significantly different, and we would have definitely sided with you. But it is not possible here.

As for other VOLNA's sister casinos, I strongly recommend you find lists of all online casinos belonging to GALAKTIKA N.V. and CARRER N.V. companies. It is not difficult to find such information publicly on the internet. Be aware that after the previous breach in one of their casinos, the same will happen in any other sister casino. If you decide to play with a bonus like in VOLNA, you will be allowed to withdraw only your deposit regardless of how many deposits you made and how many bonuses you used, you are not eligible to use bonuses within this casino group anymore...

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, VOLNA Casino Team, for providing information and for your cooperation. However, as was mentioned above, the only reason behind our decision is that the player breached rules in one of VOLNA's sister casinos in the past. Otherwise, if the user had not breached anything in another of the sister casinos, we would have sided with the complainant. Therefore, although we are not sure about the standard process in case your casinos decide to restrict a player from bonuses (maybe it was like that only because he breached rules in the sister casino), we strongly recommend you enforce it on the casinos' side - to not let such players claim bonuses before casino account profiles and personal details completion or to inform such players about the restrictions imposed, especially about owner and list of casinos where restrictions should be applied.

Best regards,

Branislav, Casino.Guru