The player from Chile had been blocked from Vulkan.bet Casino without an apparent reason. The player had deposited 1030 euros across 5 deposits, had won up to 1300 euros but her account was blocked when her balance fell to 500 euros, losing more than half of her deposits. The casino had clarified that the player's account was terminated in accordance with their Terms and Conditions, which allowed them to discontinue services at their discretion. The casino also confirmed that all the player's withdrawal requests had been processed and the remaining balance was less than their minimum withdrawal amount. Despite extending the deadline for the player's response, we had received no further communication, leading us to conclude that the issue was resolved.
Vulkan.bet Casino - Player's account has been blocked.
Amount: €1,030
Vulkan.bet Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Hello Casino Guru friends,
I am writing to you because I had a very negative experience at Vulkan.bet casino.
I made many deposits in order to play with a casino bonus package, which totaled to 1030 euros divided across 5 deposits.
When I started to play with cash, I was able to increase my balance by 1300 euros, but after that my balance started to decline to approximately 500 euros, and in the morning I received an email from the casino informing me that my account has been blocked for no apparent reason or misuse of the account, under article 12.5.1. They told me I could only withdraw the current balance of my account profile.
What I cannot understand and accept is why they would block the account suddenly and when I reach the lowest point of my cash balance.
Why have they allowed me to make a deposit if they are going to block my account when I am less than half of my balance? Isn't that unfair?
During the game, I did not touch the bonuses and only used the cash which seems like theft to me, considering that if they wanted to block my account and I did not misuse it, they should at least return my deposits and not steal more than half of them, resorting to an article that does not explain why the account was suspended.
If the casino was planning to block me as a player, then why would they allow me to make deposits and risk my money waiting for my balance to decrease in order to remove me from their players?
How can a player trust and wish to play in a casino that out of nowhere closes your account without reason and without refunding your money?
I hope you can help me with this injustice. Thank you in advance.
Best Regards.
Dear vmvaleriaf,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan.bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
You wrote:
"Hice muchos depósitos para jugar con un paquete de bonificaciones del casino"
"Durante el juego no he tocado las bonificaciones"
- Could you please explain if you initiated wagering of the bonuses the casino offered you?
- Have you accumulated any winnings with the help of a bonus balance?
- Were you able to request a withdrawal of your funds from the casino?
- Was any of your balance in the casino confiscated?
- Has the casino offered any justification for the confiscation of your funds?
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
Hello again, according to the questions
- No bets were started with bonuses, only cash was played.
- No bonuses have been used.
- Previously if a withdrawal has been made at the casino.
- The entire balance of last deposits was confiscated
-No justification, just blocking from one moment to the next.
Greetings.
Thank you very much, vmvaleriaf, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 vmvaleriaf,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Vulkan.bet Casino to join the conversation.
Dear Vulkan.bet Casino,
Could you kindly provide a more detailed explanation for the closure of the player's account?
Good afternoon!
Account was closed due to articles 12.5 and 12.5.1 our Terms and Conditions.
These articles state the following:The Company may terminate Your Account, including your username and password, immediately without notice: if for any reason we decide to discontinue to provide the services in general or specifically to you.
It should be noted that the user deposited 1030 euros not all at once, but sequentially, playing on each deposit and partially withdrawing funds. For example, the largest deposit of 650 euros was made by the player on February 6, 2024, at 18:01:48 (UTC), after which the player played on this deposit, and on February 7, 2024, at 16:29:10 (UTC), a withdrawal of 200 euros was made according to a previously submitted request. By the time of making the last deposits on February 7, 2024, at 19:19:41, the player had 304.41 euros on the balance, after which the player made 4 deposits totaling 380 euros. Consequently, the player had 684.41 EUR on their real balance.
After this, during the game, the user indeed increased their real balance to 1260 EUR, which occurred on February 8, 2024, at 01:36:45 (UTC) while playing Viking Runecraft. However, subsequently, during various game sessions, the balance decreased and player ended up playing at 08.02.2024 04:02:24 (UTC) with real balance of 528.41 EUR.
Later the player was informed about all further actions regarding their account - withdrawal of funds from the account followed by account closure.
Also at 14.02.2024 11:40:22 (UTC) then player was credited with 275.29 EUR of compensation in response to their inquiry to the support service regarding bonus accruals, therefore their real balance increased to 803.70 EUR
Then, on February 16, the player submitted 4 withdrawal requests for 200 euros each, all of which were paid out to the player between the 16th and the 20th of the month. Thus, before the account was blocked, the user received an amount exceeding by more than 100 euros the balance that was on their account after making the last series of deposits. After receiving the last payment, the account was blocked.
No deductions were made from the player's real balance, and all withdrawal requests were paid out in full.
Thank you!
Thank you for clarifying the situation, Vulkan.bet team. Just to check prior to closing the player account was there any real money balance left?
Dear vmvaleriaf,
In accordance with the Vulkan.bet team's feedback, it seems that you have not incurred any losses with the account closure. If all your withdrawals have been previously processed, and your account balance does not contain any real money, the casino reserves the right to cease providing services to any player at their discretion. This or very similar rule is standard in the industry, and the termination of such accounts is within the casino team's authority.
Is there anything else I can assist you with?
Dear vmvaleriaf,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Vulkan.bet team,
Could you please confirm if there was any remaining real money balance left before the player's account was closed?
Hello Michal,
On February 8th, the user received an email informing them about the need to submit withdrawal requests from the website and subsequent account blocking. The user had a balance of 803.70 euros. They submitted 4 withdrawal requests for 200 euros each, totaling 800 euros. All these requests were paid out in full. Consequently, there was a remaining balance of 3.70 euros, which for some reason was not included by the user in any of her submitted requests. Additionally, the minimum withdrawal amount on the website is 10 euros.
Thank you
Thank you for your response, Vulkan.bet team.
Dear vmvaleriaf,
As per the confirmation from Vulkan.bet team, all the withdrawals you have requested were paid out to you. I'm not sure why you have not requested all the funds from your balance, but this is of course up to you. The minor funds left are not withdrawable anyway as the minimum withdrawal amount as indicated by the casino team is €10.
With all this being said, I believe the situation has been clarified and the casino team acted within its terms and conditions. Can we consider your complain resolved or is there anything else I can assist you with?
Dear vmvaleriaf,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear vmvaleriaf,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us vmvaleriaf if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
