As a VIP customer, the player from Austria had faced an issue with Vulkan.bet, after being accused of violating Rule 11.7, associated with bonus abuse. His account had been blocked and his balance of approximately €6000 had been confiscated. The player had refuted these accusations and sought to recover his balance. Despite being fully verified and a VIP member, the player had received no clear explanation for the account closure. The player had used both sports and casino bonuses and insisted he had complied with the casino's terms and conditions. We had contacted the casino for more information but had to reject the complaint as it involved sports betting, which was outside our remit.
Vulkan.bet Casino - Player's account blocked and winnings confiscated by casino.
Amount: €6,000
Vulkan.bet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
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8 months ago
Translation
I am having trouble with the Vulkan website, and I am in need of your assistance.
I had been a long-time account holder, and I was even a VIP customer with this provider.
I made several deposits and withdrawals. The withdrawals were limited to €300.00 per day, which initially struck me as odd. However, the withdrawals were always successful, and I never encountered any issues.
On 5th March, 2024, I received an email from Vulkan.bet accusing me of a bonus abuse situation with casino games.
Vulkan.bet referred to Rule 11.7, which they allege I violated.
"Your account was blocked due to violation of Rule 11.7 (A player who uses the strategy of placing large bets with funds from his real balance (Sports betting, Live Dealer, Virtual Sports, etc.) and then switches to casino games to continue using his bonus balance loses his current real balance and bonus balance, and may also be blocked due to abuse of bonus funds to achieve a positive outcome. You are prohibited from creating a new account and playing on our website. All new accounts you register will be blocked."
Without precise evidence or comprehensive clarification, my account on the website was blocked, and my balance of approximately €6000 was retained by the website.
A resolution via the website's Support team was unsuccessful, as they only stated that the decision had been made by the Management.
I am in dire need of your help, as I have been wrongly accused and treated unfairly by this website.
From my perspective, it cannot be legal for a licensed provider to withhold the entire balance and refuse to resolve the issue in detail.
I demand restitution of my money and require your assistance, as the accusation made by the provider is utterly unfounded. I have not violated Rule 11.7 or any other Terms and Conditions on this site.
Automatic translation:
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8 months ago
Hello Joob2508,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of bonus were you using? Did you play also sports betting? Was your remaining balance real money or bonus money? When was the last time you speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
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8 months ago
Translation
Good day.
My account there was fully verified and I was even classified as a VIP and received special bonuses which I also used.
I have played there both with and without sports and casino bonuses.
Before my account was closed, a sports bonus was still active.
The credit would be based on the real money portion, and the bonus would be added on top.
When I asked what exactly I was accused of, the only answer I received was the one quoted in the first posting.
I didn't get a more precise answer.
I always made sure that I adhered to the casino's terms and conditions, both for sports and casino.
At no time did I violate rule 11.7. I also reported this to the casino.
When I asked, Vulkanbet couldn't tell me what exactly I had done wrong, only that it was a management decision and that I should contact Casinoguru if I didn't.
In my opinion, it cannot be legal for a licensed provider to retain the entire credit and not be prepared to clarify the matter in detail.
Automatic translation:
Public
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8 months ago
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Nick
