Vulkan Vegas Casino - Player’s account has been blocked.

I am a regular client of casino vulkan. On August 27, 2022, I replenished my account with 3 thousand hryvnias and also received bonus funds. Then I started playing with my own funds and won 20,000 hryvnias. I did not play with the bonus funds, I did not make a single spin. I bet the funds for withdrawal , and the casino blocked my account. In the chat, they explained the reason for blocking by rule #18

(It is strictly forbidden to abuse the postponement of any game rounds, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and free games lead to the cancellation of the winnings and the confiscation of the active balance on the account.)

Please note that I did not use bonus funds at all.

Dear volodymyrvoloshyn456,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found (here):

"18. It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance." 

Are you aware of any action on your side, similar to the one described above? Please understand that even if you didn't use bonus funds while playing, your bonus has been active from the point you accepted the offer when placing your last deposit.

If there’s any relevant communication between you and the casino, please forward it along with your game history to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela

We've checked the gaming activity of the player, and would like to confirm, that the player was violating the Bonus T&Cs mentioned above. The name of the game where the player was postponing the rounds with the usage of bonus balance - WBC Ring of Riches.

Kind regards

Dear casino guru, everything is correct, the volcano representative said everything correctly.

But I still want to point out that with my last deposit I played fair!!

why wasn't my account blocked earlier, but allowed to make a deposit?

It is quite surprising that they themselves offered me a VIP bonus of 100% up to UAH 70,000.

Based on this, I think that they decided that I should make a deposit, and then block my account, since during the last deposit I did not play for bonus funds!!!

If I understood correctly, amount of 20,000 ₴ was won after placing a brand new deposit (+ bonus). Could you please advise, Vulkan Vegas Casino team, if any bonus rules were broken while completing the bonus wagering of that last promotional offer?

Hello,

The latest win was indeed resulted not from the bonus abuse.

Here is a deal: we will pay out this win, but will request to return all the winnings that were resulted within the breached T&Cs (over 21241 UAH, this includes only two games - Foxy Wild Heart & WBC Ring of Riches, there might be more)

Kind regards

Thank you very much, Vulkan Vegas Casino team, for the clarification.

Dear volodymyrvoloshyn456,

How would you like to proceed, please?

Dear casino guru, everything is correct, the volcano representative said everything correctly.

But I still want to point out that with my last deposit I played fair!!

why wasn't my account blocked earlier, but allowed to make a deposit?

It is quite surprising that they themselves offered me a VIP bonus of 100% up to UAH 70,000.

Based on this, I think that they decided that I should make a deposit, and then block my account, since during the last deposit I did not play for bonus funds!!!

Dear Vulkan Vegas Casino team, don't you think your offer is absurd?

First of all, you did not immediately block my account, but on the contrary gave a VIP bonus!

Secondly, I spent a lot of time proving in your chat that I played the last deposit honestly!

And you have the audacity to first give me a bonus, and then block my account when I played honestly. I have every reason to believe that the decision to block my account was made before I made the last deposit and as soon as I made a withdrawal, you blocked me without looking!

So dear Vulkan Vegas Casino accept your mistake, pay me my fair winnings and don't make such mistakes in the future

Dear volodymyrvoloshyn456,

I fully agree with your point of view that your winnings of 20,000 ₴ were accumulated from a VIP 100% bonus during which you didn't break any promotional rules. However, you admitted yourself, that your previous winnings of 21,241 ₴ (that you received already) were paid out even if you breached bonus rules.

I have checked the general rules, and this is what I found (here):

"16.3. If you are incorrectly awarded any winnings as a result of any human error or any bug, defect or error in the software, or the failure of the relevant games product or the software to operate in accordance with the rules of the relevant game ("Errors"), then the Company will not be liable to pay you any such winnings and shall immediately inform the Company of the error and you agree to refund any such winnings that may have been paid to you as a result of such error or mistake."

I'm afraid that I have to agree with the deal offered to you by the casino representative earlier in this thread. Please let me know how you wish to proceed with this case. I wish I could be of more help and understand that this is not an ideal situation, but please acknowledge that according to the casino's rules they paid you winnings that you were not entitled to. Looking forward to hearing from you.

I just don't understand why we are debating this situation for so long, dear Casino Guru.

A casino with such a rating does not want to pay me my honest winnings?

There were problems earlier, the casino did not accept any sanctions. And now he won't pay me a fair profit?

how is it that the casino does not want to pay an honest winning, especially when they themselves admitted that I won honestly?

And you are still on their side, everything is clear

I hope this complaint will be saved on your site so that other users will also see it

You are absolutely correct, this complaint will be displayed on our website even if it'll be closed. I believe that I explained earlier why you were not entitled to your first winnings. Regardless of you breaching the rules while completing the bonus wagering you received winnings that the casino shouldn't have paid you. That's why you should pay those back. Are you willing to do so?

Dear volodymyrvoloshyn456,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.