The player from Austria had had her Vulkanbet account suspended due to an alleged rule 11.7 violation. She insisted she had never played in the casino but her balance of €1,400 had been retained. The casino had stated this was a management decision. After reviewing the case, we found that the casino's terms and conditions did allow them to withhold funds under suspicion of prohibited activity. However, as we lacked the necessary expertise in sports betting disputes, we were unable to further assist the player in this matter.
Vulkan.bet Casino - Player's account at Vulkanbet closed for alleged rule violation.
Amount: €1,400
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Hello,
On 5th of March, my account at Vulkan was suspended. I am accused of violating rule 11.7.
Your account was suspended due to violation of Rule 11.7 (A player, who applies a strategy where large bets are placed with funds from his real account balance (sports betting, live dealer, virtual sports, etc.) then switches to casino games to continue setting his bonus balance, forfeits his current real balance and bonus balance, and can also be suspended for misuse of bonus funds to achieve a positive result). It is forbidden for you to create a new account and play on our website. All new accounts you register will be suspended.
This is completely nonsense since I never played in the casino!
My account was closed and my balance of approximately €1400 was simply retained.
How is it possible that a licensed bookmaker is withholding my money on false allegations?
I have not violated any rules, the allegations are entirely arbitrary.
When I pointed out to Vulkannet that I never played in the casino, they merely stated that it was a management decision!
I ask for a review of the situation.
Vulkanbet cannot provide any evidence.
The suspension is unwarranted.
I want my money.
Best Regards,
Automatic translation:
Public
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8 months ago
Dear Martina1970,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
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8 months ago
Translation
Hello,
I registered there about 3-4 months ago.
The account was also fully verified.
I often made deposits and withdrawals, which worked without any problems until it was closed.
I only played sports betting there (sometimes with and without a bonus).
I am accused of gambling in the casino too.
However, this is not true at all, I only played sports betting.
What you can also see in the account (Unfortunately I can't take screenshots because I can no longer log in)
The allegations are completely arbitrary.
As far as I know, my last account balance was around €1400.
Kind regards
Automatic translation:
Public
Public
8 months ago
Hi Martina1970,
I have checked the terms and conditions, and this is what I found (here):
11.7. If we have reasonable grounds to believe that You have participated in or have been connected with any form of prohibited activity (either detected by us or by our gaming partners and our other suppliers) such as cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques) or if You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any equivalent to any prohibited practice on those other gambling services, or other improper activity - the Company reserves the right, in respect of Your Account, to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s).
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
