Vulkan Vegas Casino - Player has dispute over game bet deduction.

I entered a game and began playing with a balance of 121000

I made a couple of spins with a stake of 200. This was pre-set when I entered, and on the first game they deducted 100000 in one go, after which I continued with the 200. I didn't notice this as the game didn't send the usual insufficient balance message.

The game's betting record clearly shows a correlation between the initial 100000 and the following 200, with a difference of 17 seconds, which in my opinion makes it impossible for me to have started betting an incredible amount and lowered the value for the next game. I also don't think the system would have done this automatically. I made a complaint during the game, submitted the records, but the casino's support team insists that I did it.

And finally today they responded that it was done by me, and the casino can't offer any solution.

Can you help with this problem?

I will attach the images of the transaction in question

Thank you

Hello ugalderaul781,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise where are the bets prior to the 100 000 bet visible? Is there anything else other than the screenshot you provided what could proof your claim as based on the current one, it seems that after betting 100 000 you lowered the bets to 200 - if yes, please forward it to nikolas.b@casino.guru. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I had played the day before, what I sent was when I started playing that day, I have attached what I said.

That was the last game before the aforementioned discount.

Then I went in to play the next day at night.

And that discount was made magically and as I said before I did not notice immediately since the game did not alert insufficient balance, evidently it followed the correlative of bets with the initial amount of 200

Hello ugalderaul781,

I've checked the exact same game you played and you can change the max bet size with a single click within a second. Unfortunately, based on that fact, we can't be sure whether you did the bet or not and it is basically impossible to prove otherwise.

All I can recommend is to contact the game provider directly or the licensing authorities but I doubt that there is any possibility to retrieve that bet as per gaming history, it does not seem that there was any kind of issue.

Is there anything else we could assist you with?

Yes obviously at the time I had a balance of 131000

If you had made the maximum bet the discount would have been 120,000

However, only 100,000 were discounted.

Furthermore, I would have realized that I had made that mistake since in the next round he would have told me insufficient balance. However, I continued playing without realizing it.

Also, as I pointed out and attached an image, there was another bet jump later in the same game.

Of 1000. Between sequential bets of 200. With a difference of seconds

The casino will not be responsible, it insists on blaming me and that makes me very upset because despite all the evidence sent, they maintain their position of blaming the user.

I am sure that it is a common practice and it seems like a bad way to deceive users. At least I am interested in making it public so that players are aware of these irregular practices.

Hello ugalderaul781,

I'm really sorry but we can't proceed without a relevant evidence as everything you forwarded so far is not sufficient. It could have been easily manually set by you. Even when you check your betting history there is 17 seconds of difference between your 100 000 bet and 200 while all other time differences are barely 2-3 seconds so the evidence supports the casino.

We will be now closing the complaint due lack of evidence.

Best regards,

Nick