Vulkan Casino UA - The player's dissatisfied with the withdrawals.

Hello, this casino will calculate a tax of 19.5% not only on the amount of winnings, but will also deduct from the total withdrawal amount, that is, the deposit and the amount of winnings, although the rules state that the commission applies only to the amount of net winnings. I believe that the casino assigns a part of the players' winnings to their feeds.

Dear matrosov033,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Vulkan Casino UA. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did this specific issue happen to you? How much did you withdraw and received after all? I will be waiting for your reply patiently.

Best regards,

Nick

Dear Nick, this situation is generally such that the casino, when withdrawing funds, taxes the players in the amount of 19.5% on the amount of profit, namely 18% on the pension fund and 1.5% on military charges. So this casino will calculate my tax when withdrawing 19.5% on the amount of net profit and also calculate 19.5% of the replenishment amount, when I started playing in this casino this was not the case and the casino calculated only the amount from the net winnings later the situation changed once such a tax was calculated from the amount of replenishment as much as 3000 UAH. So I’ll send you pictures now and you’ll understand everything, the trick is that they don’t see this fact and refer to the fact that I have them in + for winning, I think this should not affect in any way. I ask you to treat with understanding and give an assessment to such actions, and now a player, be it any one, will make a deposit in the amount of 100,000 thousand and these creatures will calculate 19.5% from him, namely 19,500 UAH from his own money, like this they will calculate from me, I previously wanted to write about two months ago for this arbitrariness, I didn’t have it all the time.

Look, yesterday I played, I made a deposit of 1000 UAH, when withdrawing funds on the balance of 2812 UAH, so that's all I can withdraw, taking into account the tax of 2264 UAH, I already put them on the withdrawal, I explain to them why the difference in tax from the amount of winnings is 548 UAH they explain to me that they calculated from the amount of the winnings, but you yourself do the calculation how it turns out that 548 UAH was withdrawn from the net winnings of 1812 UAH! Is that 19.5%? Of course not!!!!! I send pictures of the conclusion of the correspondence.

Here, pay attention to the balance of 2812 UAH, and the maximum amount that I can withdraw shows 2,264 UAH.

I ask you to give an adequate assessment to such actions, and this casino is not so new and it appeared back in 2021, today these inadequate statements were requested from me for withdrawing funds, although earlier I had everything passed and verified. In a word, morons.

I believe that these actions can be equated as a FRAUD !!!! someone does not give them the right to calculate the tax on the amount of the deposit, they have it in the club's rules in black and white that this tax is withheld on the amount of profit, that is, winnings. But not so general.

Well, I decided to contact the chat again on this issue, they say that they will calculate everything correctly, referring to p.p. 6.7! See for yourself, I will send you the terms of this paragraph of the rules, it says in black and white that this tax is only on the amount of winnings, but not as a deposit, maybe I don’t understand something.

Dear matrosov033,

Sorry for the longer waiting period. Do I understand it correctly that the tax was applied to you during deposit as well? If yes, it is somewhere visible? How much did the casino take from you in total with those taxes?

Yes, the casino applies a 19.5% tax on winnings and also imposes a tax on the amount from the deposit when withdrawing. You even look at the skins of the correspondence where you can see where they do not deny this. When I initially started playing, this was not there, then they began to calculate it, and so they deducted about 3000 UAH from my deposits.

You read the piripiska, it says that they will deduct from the total amount of the deposit, although they will calculate the deposit of 19.5% and also from the amount of winnings 19.5%. Where is this seen!!!! This is just pure cheating of the players. I can send you my withdrawal requests. Here, from the last withdrawal, they also calculated, I made a deposit of 1000 UAH, and when withdrawing 2812 UAH, they deducted the difference from me and allowed me to withdraw only 2264 UAH! The question is, how did they dare to calculate more than 550 UAH from 1812 UAH of net winnings. Is that 19.5%? No! The amount of tax is much more! Go to them in the paragraphs of the rules, it is written in paragraph 6.7 that the commission tax is withheld under the legislation of Ukraine and amounts to 19.5% of the amount of profit.

Dear matrosov033,

I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello matrosov033,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vulcan Casino UA to join the conversation and participate in the resolution of this complaint.

Dear Vulcan Casino UA,

It seems that the 19.5% commission has been applied to both the player's deposit and winnings, can you please explain if this is correct?

Kind regards,

Adam

The question is, as it were, put to them correctly, but I am not surprised if they now begin to answer you, deceiving you. Ask them for a rule clause on commissions, etc. Let them provide you with a paragraph of the rules where it will be shown that they can calculate the tax on the total amount, I assure you that this is not !!!! Their rules state that the commission, or rather the tax, is deducted from the amount of the winnings, but what they do is a complete mess !!!! Normal sites generally take on such commissions, but okay, since I play, I agree that when withdrawing 19.5%, the tax will be calculated from the winnings and not as they do, who gives them the right to such actions, I think they have no right to tax my deposit((((it's just that this site has a place to be FRAUD AND DECEPTION!!!!! Kill. Please deal with this, I hope that you will give this an honest assessment. Even if this situation is not resolved, I ask you to give my assessment of such actions!!! If necessary, I will make all transactions of withdrawal and deposit screens. They will calculate from the total amount when creating a withdrawal request 19.5% of the deposit amount and 19.5% of the winning amount. I am so angry at such an unlawful action on the part of this site that it is ready to solve this issue further, even if you fail to do so.

Where has it been seen that they would calculate the tax in fact 39% what is this !!!!!!!!!

Hello, I have just been contacted by a representative of the site casino vulkan.ua. And he spoke in detail about the taxes of 19.5%. In general, everything, as I wrote to you, I previously calculated 19.5% of the replenishment amount and 19.5% of the net winnings, why I tell in detail such measures they consider legal since I win for all the time at their online casino. He explained to me that they have such a site policy, but I don’t agree with this, why they calculate the 19.5% tax and then, on the next deposit, they again remove the 19.5% tax if they calculated this same tax the previous time. The rip off is real!!!!! They got in touch on their own initiative, I did not make any requests, apparently thanks to you)). All that they answered me, everything is the same as I originally wrote to you, if I win for all the time, then with each deposit they will continue to calculate the replenishment amount of 19.5% and the winning amount of 19.5%. Here is the Kosmolot casino, then the First.ua casino does not calculate taxes at all and takes on these costs themselves, I asked them why Favbet or Parimatch Ukrainian do not calculate this way, they answered such a policy of the site. Politics rip off!!!! Don't tell your friend here. As soon as you receive an answer from them, please kindly enter this very information about commissions in your review of this casino, in this case something may change later, and let other players see what is happening on this site.

I have been playing in an online casino for 8 years, more than 30 different online casinos have been registered, and I see something like this for the first time. I consider these conditions of Casino Vulkan.ua to be unfair, it turns out that even if I’m + for the entire time they play, then they will calculate a tax of 19.5% + 19.5% from each deposit and winning

And about the fact that they will calculate tax on the amount of the deposit and on the amount of winnings, they do not have this in the rules, let them show you the paragraphs. where it will be indicated that if the player wins, that from each deposit they can calculate a tax of 19.5% of the replenishment amount, they went crazy there, these rules and such a site policy are not spelled out in the rules of the club.

This is just absurd!!!!! They deduct the tax from the winnings and at the next replenishment they deduct the tax again on the deposit, it turns out that they deduct the tax twice, and this is because I have won all the time. I think I played, won, write off the tax from what I won, and it turns out that they will write off the 19.5% tax on the winnings on the next deposit, they will already write off 2 taxes of 19.5% each, and here the most interesting thing is what right gives them to write off the tax on the amount of the deposit, if in the previous withdrawal you deducted a tax of 19.5%, this is what is prescribed by the rules of the club, and for some reason they will debit the tax on the winnings of 19.5% and at the next replenishment they will deduct the tax on the amount of the winnings and 19.5% on the amount made deposit. Please rate this site, it's not right it's theft of some of my personal funds that they lure into their pockets

They are scammers!!!! crachobors. Here, using an example, I explain their site policy to them, so I registered, made a replenishment, for example, 2000 UAH and won 10,000 UAH, they calculated a tax on winnings of 19.5% from 10,000 thousand UAH. At the next replenishment of 5,000 thousand UAH, they deduct a tax of 19.5% of the deposit amount, since earlier I was a winner and they will write off 19.5% on the next win, so I don’t understand why they will calculate a tax from 5,000 thousand of the deposit made if For the previous winnings of 10,000 thousand, they deducted 19.5% tax, but according to their policy, I allegedly won, so they allegedly give them the right to calculate 19.5% from the deposit amount of 5,000 thousand and also from the amount of winnings, is this not a hoax ??? ? Even if they think that they have such a policy of club rules, why is it not written anywhere?? And because this is a deception, this is that arbitrariness when we want something and calculate it !!

Good afternoon, our support service contacted the player and once again explained in detail how and on what grounds the tax is withheld.

In accordance with clause 6.7 of the rules, we fulfill the requirements of the Tax Code of Ukraine. With each payment of winnings to the player, we as the organizer of the gambling game and as the tax agent are obliged to withhold and pay on behalf of the player personal income tax received from gambling (18%), as well as military duty (1.5%). That is, if the amount the player pays out before payment is gambling income , then tax will be deducted from it.

Thank you for your response, Vulkan Casino UA.

Could I ask you to please provide a breakdown of the taxes applied to the player's withdrawals, showing what they have received and what they have paid? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Adam, this is already a correct request from them about the tax, because they claim that the casino pays tax on everything that withholds from me, although I doubt it very much, well, very much, but your demand is correct, I am very happy. All you have to do is wait for them to answer you.

👏👏👏👍👍👍👍☝️

And I just saw what they answered you, why don’t they indicate the fact that, in addition to 19.5% of the winnings, they will calculate 19.5% on the deposit and explain this by the fact that I’m + on their site, yes, I really won more than lost, but who gives the right to calculate the full tax of 19.5% and the next replenishment of the account to calculate 19.5% on the deposit + 19.5% on the net winnings. After all, they previously calculated the deposit amount set from the previous winnings. They will calculate according to this scheme, here I give an example again, for example, I made the first deposit of 2000 UAH for withdrawal, I put 12,000 UAH, so they will calculate a tax of 19.5% from 10,000 thousand UAH, and with the next replenishment by 2000 thousand UAH, when withdrawing, they calculated tax 19, 5% on the amount of winnings as well as 19.5% on the amount of the deposit, that is, from 2000 thousand 19.5%, so this is how it turns out that they will calculate from 2000 thousand deposit 19.5% if from the previous 10,000 thousand they calculated tax in in full 19.5%. And they consider this to be correct, since I am on the site in +, because I withdrew 10,000 thousand, and how is this to be understood???? How can you calculate the tax on a deposit of 2000 UAH 19.5% if you fully calculate the leading tax from each withdrawal, well, isn't this a rip-off??? What is the policy of the site if such commissions withheld taxes on the deposit are not written in half a word. I think what is happening is pure bespridel!!!

Good morning! Unfortunately, by law we cannot share user interaction information with third parties. But we want to assure you that we do not charge taxes or other commissions when making a deposit. Taxes are withheld exclusively from the player's gambling income .

No, you look what ghouls !!!!! They don’t take taxes and commissions on a deposit, they don’t control what they write at all, such nonsense. They withdraw 19.5% more accurately, they calculate 19.5% for the deposit made and explain this by the fact that I am in + on their website and that this is also winning money, but they forget that they calculate taxes from previous withdrawals, and then again with the amount that was previously also processed by the tax, they will calculate again.

And they don’t show it only for one simple reason, because they appropriate this money in their pockets, and they don’t have the right, according to the legislation of Ukraine, to calculate two taxes on the deposit amount of 19.5% and 19.5% on the amount of net winnings.

Adam, the point is not that they cannot provide such information to third parties, according to the law, but the whole point is that this site conducts 100% double bookkeeping and takes at least 19.5% of the deposit amount from me, and possibly even in general in fact, this site did not pay a single tax, but simply engaged in deceit and FRAUD !! The fact that they pay two taxes, but this is complete nonsense😂🤔.

Adam, agree with me how you can calculate the tax when withdrawing funds 19.5% of the deposit amount, telling that if I win on the site, then the withdrawal amount is more than the amount of deposits, and referring to this site policy, calculate two taxes. Only where, according to the legislation, this online casino is given the right to calculate such a tax only on the basis of the fact that such a site policy !! The policy of the site is that from the withdrawal they calculated a tax of 19.5% on the amount of the winnings, and on the next replenishment they will already calculate two taxes of 19.5%. Once again I give an example, so I passed the registration and start playing for money, suppose I deposited 3000 UAH to the balance and put figuratively 8000 UAH on the withdrawal and it turns out that I won 5000 thousand UAH. So this is what happens next when withdrawing a total of UAH 8,000, the tax will be the initial 19.5% and it will be exclusively on the amount of the net winnings, the tax will be 19.5% of the amount of UAH 5,000 thousand. At the next replenishment of 2000 thousand, for example, after playing, I will put 3500 UAH on the withdrawal, and then the casino will already calculate the tax on the amount of net winnings 1500 UAH 19.5% and also calculate 19.5% of the replenishment amount, because this is the amount like they they also say winning, and this is how it can be understood? 🧐🧐🧐🧐 How can they calculate 19.5% tax from the deposit amount if earlier, when withdrawing 5,000 thousand, they fully calculated this tax, and what about the next replenishment?!!! That is why Adam and they refuse to answer your request by showing the amounts that they have calculated to pay taxes. I am 100% sure that at least they steal from these replenishment amounts and of course they do not pay any tax on the replenishment amount! That's all theirs and the policy of the site !!! FRAUD!!!!! FRAUD!!!!! And of course Adam that they have nothing to show in their defense!!! All this must be indicated in your review on this site so that the players can see what and how much fake taxes they will calculate!!!!

Yes, indeed, if they calculated 19.5% on the amount of profit and paid this tax, I agree with this, because it is valid under the legislation of our country, but the fact that they calculate taxes on the amount of replenishment, then here is a fraud !!!!! There are no such taxes by the law of Ukraine, and since they have such a site policy to calculate some kind of taxes from the players at 19.5% only referring to the fact that I will win you for all the time on the site, but this is complete nonsense !!! This casino does not have honesty, as they steal and players honestly won money, hiding behind the policy of the site ((((and the fact that according to the legislation there are no such taxes, and if they really adhere to the laws and licenses of which they have to calculate two taxes at once on 19 5% does not give them any right.

Adam, I rely on your honest assessment, and I will calculate that such commissions, taxes, etc., all this will be indicated.

Adam, ask them a question regarding the last withdrawal of funds, which was in the amount of 2812 UAH, from this amount the system allowed me to withdraw 2,264 UAH, the rest of the amount was withheld by tax. The amount of the deposit was 1000 UAH. The withdrawal amount was UAH 2.812 of this amount, all I could withdraw was the amount of 2.264, 35 kopecks this is the amount that was available for withdrawal, so let them explain to you where and for what taxes the amount of UAH 548 went! And this is only the last conclusion. This deposit was made on 02/28/2023. for the amount of 1000 UAH. The total withdrawal amount for the application, including tax, was UAH 2.264, the withdrawal was processed on 03/03/2023. The amount of the balance sheet, excluding taxes, was UAH 2.812.

Dear player, matrosov033 . Deposit is the amount of money deposited by the Player to the Client's account for participation in gambling. When you made a deposit, the amount came to you in full, and therefore there were no taxes on your replenishment, and you know this very well.

Adam, as I see it, the casino replied that they would not calculate any additional commissions, I do not agree with this because I have evidence that they will calculate 19.5% of the deposit amount and 19.5% of the winning amount. Let them answer you with regards to the last withdrawal request about which I wrote above ☝️☝️☝️. Transaction ID: ec236e9b-4855-4d45-a02c-f536ce49c646 This is the transaction ID of my withdrawal amount. And since they do not calculate how they respond to any additional commissions, let them give you an answer. For which the tax in the amount of UAH 548 was calculated

Quite not badly, their system believes that if I win 1812 UAH of net profit, I have to pay a tax in the amount of 548 UAH. Is it 19.5%?🧐☝️☝️☝️😒. This is how you need to calculate 19.5% of the winnings so that from the 1812 UAH of the net winnings to write off the alleged tax of 548 UAH, this is not a tax, but impudence !!!!!

I'm looking forward to your next steps.

Dear Vulkan Casino UA, I saw your reply to me 20 minutes ago. In it, you answered me that I received the deposited amount in full. Just pay attention to the fact that we are not talking about a deposit, but about a commission when withdrawing funds, on which a tax of 19.5% was imposed on the amount of replenishment as well as 19.5% on the amount of net winnings, the total amount of tax was 548 UAH. So you describe in detail what, what and for what I was charged with when withdrawing 548 UAH.

The deposit amount is UAH 1000, the balance amount at the time of withdrawal is UAH 2812, the available withdrawal amount was available in the amount of UAH 2.264 35 kopecks. Explain why you calculated 548 UAH. How did you calculate this??? Here give the answer.

Oh, you don’t answer something ((you give an answer !!! I’m writing to you Vulkan Casino UA give a clear answer why, when withdrawing from a net winnings in the amount of UAH 1,812, I was deducted a tax in the amount of UAH 548. I was called earlier and informed that you have such a policy on your site, since if I win more precisely in + on the site, then this gives the right to calculate tax on the amount of winnings and on the amount of the deposit, since the policy of the site considers that the deposit made is also a win, but why do you set up a tax on replenishment if with each withdrawal of funds you will calculate tax on the amount of winnings.And if you adhere to the law of Ukraine, then in this case, with any of your policies, you are not entitled to calculate tax tax on the amount of the deposit, even if your site policy considers that the deposit made is also the winning amount.You just in this case, based on how your site calculates the commission when withdrawing funds, you are engaged in FRAUD!!!! Where are the rules of the club, where will it be indicated that in the case of profit on the site, two amounts of 19.5% each will be calculated from me. After all, what you so calculate is evidence for that !!!

Here the question is simple, explain for what exactly the tax in the amount of 548 UAH was calculated. Transaction ID: ec236e9b-4855-4d45-a02c-f536ce49c646 Here is the transaction ID of the last withdrawal amount. Here everything is clearly clear that your system calculated 19.5% of the amount of winnings as well as 19.5% of the deposit amount, and that the total amount withheld for tax was 548 UAH. And if, as you write, that you will not calculate any taxes on the amount of the deposit at the time of withdrawal, then explain how your system calculates for which combination. Deposit amount 1000 UAH total amount on the balance at the time of withdrawal 2812 UAH the amount available for withdrawal was 2264 UAH 35 kopecks. Well, answer where and what the commission went for or a tax in the amount of 548 UAH. Please kindly give a clear answer how and for what this amount was calculated, and promise to write here so that Adam who understands this situation can see your answer.

Your question was answered above.

I repeat: in accordance with clause 6.7 of the rules, we fulfill the requirements of the Tax Code of Ukraine. With each payment of winnings to the player, we as the organizer of the gambling game and as the tax agent are obliged to withhold and pay on behalf of the player personal income tax received from gambling (18%), as well as military duty (1.5%). That is, if the amount the player pays out before payment is gambling income , then tax will be deducted from it.

Do you mean the answer above? There, you didn’t answer anything related to the commission, you just wrote a set of words that was convenient for your site, a set of words with a deposit, but I’m not surprised you just decided to mow down fools and pretend that you don’t understand what is at stake. And in your defense, of course, you won’t answer anything because you assign part of the winnings to your corsairs, hiding behind some kind of taxes, although this is just a bluff !! Well, if you contributed 19.5% of my winnings that you calculated, it’s good if this money was really transferred to the destination for paying tax. But as for the second tax of 19.5% from the amount of the deposit, when I made the withdrawals, you simply stole this money !!!! And you certainly didn’t send these same 19.5% anywhere, but appropriated them for yourself. It’s such a tax you have to take away part of the money from customers. And the fact that you write there and leave the answer by mowing down like fools and making such a surprising look as if you don’t understand what it’s about. All of you perfectly understood what was written to you, but you don’t plan to report, because it’s not in your club rules, not according to the legislation of Ukraine that there are no such taxes, that such crooks and scammers would take part of the money referring to the tax from my deposit. There is an income tax, please, it’s 19.5% and that’s it ((((and you just cheat the rest !!! Well, I won’t leave it like that, I will write a lot more about these situations where let more people who visit online casinos know how to under the cover of a license issued by CRAIL such Mohinators as your establishment work!!!Your site does not share anything honest with other Ukrainian licensed online casino sites.

Adam, I am addressing you as a representative of Casino Guru and I ask you to carefully read everything that I wrote today, as well as read what the representative of Vulkan UA Casino answers. Here everything is clearly visible from the correspondence that this casino does not conduct fair gaming activities and does not have the slightest right to be considered a licensed online casino, this casino is a complete scam. Adam refused to give you an answer to your request, the same thing I face. Although what I wrote to them, what they would write here about the commission, does not have the slightest threat and they could answer, but they did not answer for one simple reason, since the fact that they calculate two taxes of 19.5% is considered illegal actions by them as licensed online casino. And besides, I just went to the review of complaints and I see that I’m not the only one who writes about their commissions, because who likes it when, when withdrawing funds, they calculate two commissions of 19.5% on profits and the second on their personal funds that they would deposit in order to play.

In addition, Adam, please note that this casino is not as new as it is written in your review, it would be time to update the data. This casino has been operating since 2021, and today it is already 2023. I ask you to convey my wishes to your Administration so that they update the review of this site Casino Vulkan UA. After all, this site calculates extra commissions that are not in the rules of the club or under the laws of Ukraine, which means that the casino is engaged in deception and stealing part of the funds from the players, and one can only guess how many more people like me can be deceived and face the same situation.

Hello all, thank you for your responses.

Dear Vulkan Casino UA,

Can you please clarify if the 19.5% is applied to winnings, or to the total withdrawal amount, according to the applicable laws?

According to the player, they have deposited 1000, won an additional 1812 and been charged a commission of 19.5% of the sum of these amounts. Can you explain why the 19.5% is not applied to the amount of winnings (1812) only?

Kind regards,

Adam

Good morning Adam, I see that you have read the correspondence and pay attention to how the representatives of caino Vulkan UA avoid a direct answer, I received these answers earlier both in the chat and also in the telephone mode and they report that such a site policy, all my attempts give an answer here in this general chat, they just write whatever they want, avoiding the answer and not responding to it. And I would like them to answer what and for what exactly the amount of 548 UAH was withheld.

If they contradict, let them give you an explanation for what tax was deducted from the net winnings in the amount of UAH 1812 in the total amount of UAH 548. They will not answer you and will avoid answering in every possible way. Because from a net win, well, not like a commission from a win of 1812 UAH 19.5% cannot be 548 UAH.

Adam, I don't know what they will answer you, but I can tell you for sure that according to the legislation, the tax is withheld exclusively on the amount of profit of 19.5%, and in their rules, clause 6.7 of the rules is written. I quote: During the payment of winnings, in accordance with the Tax Code of Ukraine (hereinafter - "PKU"), the Player has the obligation to pay personal income tax (PIT) and military duty (VZ) on the amount of winnings, which the Organizer as a tax the agent accrues, withholds and pays to the budget on behalf and at the expense of the Player.

Hi Adam. We have sent the answer to your question to adam.m@casino.guru.

Dear matrosov033,

The casino has explained that the aforementioned commissions are not deducted from each transaction individually, but are applied on income, which is defined as any amount that totals more than the total amount of deposits you have made.

In light of this, I would like to ask you to see if you can obtain your entire transaction history from your casino account, so I can check how these fees may have been calculated. Please forward it to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Well, Adam, I will send them to you again, but as for the calculation, they say, over the amount of the deposit made, this is not so. They calculate both from the amount that is over the deposit and also from the amount that I initially deposited on the balance. I can show all this and send everything to you by mail.

They think that the amount I deposited on the balance is also considered as profit, and they explain this by the fact that I win for the total time playing at this casino, they just forget that when withdrawing funds, the tax from the amount of winnings will be calculated in full.

Dear matrosov033,

Thank you very much for the information provided. I need to ask you for one more piece of information so I can assess how the calculation has been made.

How much have you paid in taxes to the casino in total, since you created your account?

Kind regards,

Adam

Dear matrosov033,

I have reviewed the case again, and unfortunately there is just not enough information available to us to be able to make an assessment of the situation with any certainty.

We can only make a decision based on the evidence provided, and without specific data from the casino it is unclear what has happened here.

Therefore, I recommend you to contact the КОМІСІЯ З РЕГУЛЮВАННЯ АЗАРТНИХ ІГОР ТА ЛОТЕРЕЙ (info@gc.gov.ua) and submit a complaint to them. Please let me know how they respond (adam.m@casino.guru).

please let me know when you have contacted them and we will close this complaint temporarily with the status 'unresolved - waiting for the regulator's decision'. Once the regulator has reached a conclusion, we will reopen the complaint and proceed accordingly.

Kind regards,

Adam

I already applied there, now I'm waiting for an answer what they will write

Dear matrosov033,

As mentioned, this complaint will now be closed temporarily while we await a decision from the regulator.

Please do keep me updated regarding any developments (adam.m@casino.guru).

Once a decision is known we will reopen the complaint and proceed accordingly.

Kind regards,

Adam

Dear matrosov033,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

Dear matrosov033,

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.

Yes, you can close the complaint as resolved, I did not contact the regulator on this site. Therefore, I can’t tell you 100% that I’m right, but I understand one thing that the site used two taxes when withdrawing funds, one for winning the second for the amount of the deposit, as I know, the casino cannot calculate the tax on the deposit if these deposits do not get used to the withdrawal amounts, as explained the casino that I was in + was therefore calculating two taxes. You can close this complaint.

With a worse situation than here, I now encountered at the Pin up casino, that's where I'm 100% right

Hello matrosov033,

Thank you for your response. I will now mark the complaint as 'resolved' in our system.

Kind regards,

Adam