Vulkan Vegas Casino - Player is complaining about confiscated bonus winnings.

Jeg har brudt deres T&C for den første bonus. Den gik dog i 0 og endte der. efterfølgende har jeg lavet en raw deposit som gik i 0 og så fik jeg en black friday bonus. Bonusen er ligesom en no-sticky, men man wager selvom det er en no-sticky. Jeg har en profit på 1625, som de vil have jeg at opgiver, fordi de ikke kan finde ud af, at det kun var den første bonus som jeg brød deres T&C. 
Jeg kan ikke selv gå ind og se mine bets. de har også kun givet beviser for, at jeg har brudt deres T&C på den første bonus.

Dear Mark,

Thank you very much for submitting your complaint. I’m very sorry to hear about your forfeited winnings. Thank you for sending me the communication with the casino. I will try my best to help you. 

I would like to know if you are absolutely sure you didn’t break a different rule whilst playing with the second bonus.

Thank you in advance for your reply.

Best regards,

Kristina

Hej Kristina. Ja det er jeg sikker på. Det kan jeg umuligt have gjort, da jeg aldrig nåede ned på bonus balancen. 

Hej igen. Der er nyt i sagen, da jeg skrev til dem igen. Selvom jeg ikke brød nogen regler på den anden bonus og har depositet raw også, så annullere de alligevel mine gevinster. Jeg medsender mails med dem. Hvad skal jeg gøre herfra?

Ons 18-12-2019 13:35 Til: support@vulkanvegas.com Hello there again. I did violate the T&C but only on the first bonus i got and the balance went to zero. aer that i did not break any rules and my winnings should not be taken away. If you can prove that i broke the T&C on the second bonus, then i will forfeit my winnings in that case. If not, then i should get my winnings. The second bonus i got on december 1. So bets made from that day starng from 00:43 am, where deposited 250€. 

Dear Mr. Hansen, It doesn't matter if you won or lost with the bonus funds. There was a violation in your account and according to the rule of our site 'The maximum bet allowed when playing with bonus money is of 5 EUR / 5 USD / 500 RUB / 5 CAD / 20 PLN / 2000 KZT per spin until your wagering requirements have been completed. The in-game feature purchasing counts as a spin. Violation of this rule can lead to cancellation of bonus and all winnings from it, as well as to voiding the real balance amount.' Please note that it's not specified that it should be the same bonus balance. Administration offers you to restore the access to your account upon a condition of forfeiting your winnings of 1 625 euro. 1 375 euros will be left on your balance. Please inform us whether you agree to continue your play upon specified conditions? In case of any additional questions you can always send us an email, contact us via Online-chat or by phone +35725654268. Best regards, Victor VulkanVegas Support Team

Hello Mark,

I contacted the casino regarding this issue.

Thank you for your patience.

We would like to ask the Vulkan Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Mark, Kristina. 

Sorry could not catch up with a complaint earlier.

You see, VulkanVegas is quite a unique Brand, where one can receive the whole lot of bonuses sometimes the amount of bonuses is larger than the amount of deposits. And the only thing that we ask our players is not to break the only one rule - not to bet more than 5 euros per spin. The explanation for this is rather simple - no one covers the expenses for the bonus turnover, casino still pays the same very money to the game-providers as-if the bets are coming from a real balance . And if the player breaks the rules - casino loses money, hence the bets are out of the budget range. 

Well, as per the specific situation, we came to a settlement with a player, that we will only deduct the amount of bets that were done with violation our T&C (that were accepted at registration), I think this is fair. And in fact a player agreed to this decision. 

Thank you for understanding and will be happy to answer any further questions!

Best regards,
Alexander



 

That player you are talking about is not me. So i can't use your answer to anything. I did not get any such information, so it is not me. You could also perhaps get some software, that restrict a player to not exceed 5 euro bets. That would help anybody. 

Hi, Mark!

Thank you for your reply!

There are cases where the casino platform allows technical limitations, but unfortunately the majority of integrations does not support it. But will keep working on it and will try our best to implement the restrictions technically. 

Now that you'd received the complete explanation, is there anything else I can assist you with?)

Best regards,
Alexander 

 

Hello Alexander,

Thank you for a reply. I am sorry, but it is not clear what the player did wrong and I would like to ask you to provide me with a proof, that Mark violated maximum bet connected to the Black Friday bonus. A print screen of the player's game history (clearly showing that he broke maximum bet playing with Black Friday bonus) could be helpful.

You can send it to kristina.s@casino.guru

Thank you so much.

Hello Mark, Alexander, 

Thank you both for being patient and for cooperation. Alexander sent us a proof, that the player violated the maximum bet rule whilst playing with the first bonus. We understand the casino's right to confiscate winnings in this case. 

But we believe it is not fair to confiscate the player's winnings when he didn't violate the rule during the game-play with the second bonus and his winnings should be paid out. Therefore we are closing this complaint as unresolved, which will have a negative impact on the casino's rating.