Vulkan.bet Casino

Public

gaukus

Visitor

Germany

Public

9 months ago

OriginalTranslation

Hello Casinoguru,

I have a big problem with Vulkanbet

https://vulkan.bet/de

ID 47005***

My account was closed yesterday and my real money balance was obviously reduced to €0 with a fabricated accusation.

Here is the email about it:

Dear user,

Your account has been terminated for violating Rule 11.7 (A player who uses a strategy that involves making large bets with funds from his real balance (sports betting, live dealer, virtual sports, etc.) and then moves to casino games to use his bonus balance to continue betting will lose your current real balance and bonus balance and may also be banned for misusing bonus funds to achieve a positive result). You are prohibited from creating a new account and playing on our website. Any new accounts you register will be suspended.

Kind regards, Joseph

Vulkan.bet support team member

I had been able to withdraw €250 8 times in the last few days without any problems and then the scam came.

My guess is that Vulkanbet doesn't want to pay out because I had a lot of credit (around €6,700 at last) and obviously wanted to pay out little by little.

They didn't like that and then they came up with the fabricated accusation.

Money all comes from real money. Accusation is not true.

I have been registered there since March 27, 2023.

Payouts worked before, even if it took longer.

Please please help.

Edited by a Casino Guru admin

Automatic translation:

Public

Veronika

Complaint Specialist

Public

9 months ago

Dear gaukus,

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

From the email you received from the casino, it seems that you played with a bonus. Could you please advise if you activated any bonus shortly before your big win? Kindly send me the link or the screenshot of the bonus.

What types of games did you play? Were it slots, live casino games, or did you participate also in sports betting?

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

Public

gaukus

Visitor

Germany

Public

9 months ago

OriginalTranslation

The big win came from sports betting and there was no bonus active in the account at the time the bet was placed.

I still had a real money balance of around €10 and then made a combination bet with real money and then had a new account balance of around €6500.

I then made another real money bet to complete the normal deposit turnover.

As a result, I was able to pay out €250 8 times without any problems and therefore had a new account balance of around €4500 and two outstanding withdrawals of €250 each.

The day before yesterday I bet around €2600 on various individual bets and also won and then had a new account balance of around €6700.

Then yesterday afternoon, instead of another payout, this fabricated accusation came.

In the past I had also played slots and LIVE Blackjack and also with very high stakes.

I have already emailed Support and Complaints Management, but no response.

Automatic translation:

Public

Veronika

Complaint Specialist

Public

9 months ago

So you played casino games in the past, but now, with your most recent winnings, you participated in sports betting only?

Public

gaukus

Visitor

Germany

Public

9 months ago

OriginalTranslation

That's exactly how it is.

Automatic translation:

Sensitive attachment

gaukus

Visitor

Germany

Sensitive attachment

9 months ago

OriginalTranslation

So the high account balance resulted from a real money bet (see screenshot) and then I only made sports bets.

Edited

Automatic translation:

Public

Veronika

Complaint Specialist

Public

9 months ago

Thank you for the update.

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 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,

Veronika

Public

Veronika

Complaint Specialist

Public

9 months ago

OriginalTranslation

We've reopened this complaint at the request of Gaukus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Thanks also for the update.

Maybe they misunderstood:

I have also often played slots and LIVE Casino, including blackjack, in the casino, sometimes with very high stakes of four to five figures.

That's why I think and hope that I'm in the right place here.

If I read it correctly, you can also help users who have also made sports bets in addition to the casino.

Please help me with this complaint.

I think it's obvious what happened here:

The player (i.e. me) won a large amount with a parlay bet and the casino creates a reason so that it doesn't have to pay out further.

That simply can't be true!

If you need any further evidence or explanations, please let me know.

Thank you very much, Gaukus, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ( michal.k@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.

Automatic translation:

Public

gaukus

Visitor

Germany

Public

9 months ago

Thank you so much for reopening my case.

I will provide some more relevant documents to Michal in which you will see among other things that they paid out 8 times 250€ after my huge win and then suddenly stopped and closed my account.

I checked the English version of their website.

There it is rule 11.8 and not 11.7 which they say I have violated:

11.8. A player using a strategy, during which he first makes large bets from a real balance (bets on sports, live dealers, virtual sports, etc.) and then switches to casino games to further wager the bonus balance, will be immediately deprived of the current real and bonus balances as well as may get blocked for abuse of bonuses in order to obtain a positive result.

11.7. Ein Spieler, der eine Strategie anwendet, bei der große Wetten mit Geldern aus seinem realen Guthaben (Sportwetten, Live-Dealer, virtuelle Sportarten usw.) abgeschlossen werden und dann zu Casinospielen wechselt, um sein Bonusguthaben weiter zu setzen, verliert sein aktuelles reales Guthaben und Bonusguthaben und kann auch für den Missbrauch von Bonusgeldern, um ein positives Ergebnis zu erzielen, gesperrt werden

Either way, it still makes no sense to me as I neither wagered with bonus money nor did I went to the casino after my large winnings in the sportsbook.

It is so ridiculous to close my account and steal my balance because of a lucky hit with a ten-teamer-parlay in the sportsbook as I already played four and five digts blackjack hands in the past and made three digit spins in slots which is obvioulsly kind of crazy and fits a player profile which should be welcomed by any casino.

I really hope that this is only a very bad "misunderstanding" and Vulkanbet will correct their mistake.

Before that I was alaways very pleased and happy with their website and service and had deposited and paid out countless times before.

Therefore I am still in shock that they closed my account out of the blue and also voided my real money balance from about 6700€ to 0€.