Vulkan Vegas Casino - Player's account was blocked.

Good morning, I wanted to describe one situation that took place at Vulkan Vegas Casino and I was accused of something I didn't do. I ordered two withdrawals for a total amount of PLN 7,000, where PLN 3,000 was paid out and the next day my account was blocked and funds in the amount of PLN 4,000 were not paid out. I asked the support lady why the account was blocked, I got the answer that because of depositing bonuses where I didn't do anything like that and I didn't receive any evidence of breaking the rules. The lady offered me that they would unblock my account if they confiscated the amount of PLN 4,000 from me. I am sending live chat conversations in the attachment. I am asking for help and for clarification of this matter. I cordially greet you

Dear Tomikaro1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you play the same game previously in the casino while wagering a bonus?

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

Best regards,

Tomas

I've been a player for about 2 years on Vulkan Vegas, I played slots where I didn't save bonuses for later, besides, with the second payment I didn't pay money for the bonus Regards

Hello Tomikaro1234

Can you please confirm you've played the game "Voodoo Reels" with bonus money, which is prohibited for playing with bonus?

Thank you in advance!

Kind regards

I confirm that I played this game on real money with the bonus turned on, but the game also works normally on the bonus balance and is not blocked please check it because if I play a game that is not blocked on bonus money, it is not a violation of the regulations Regards

I would like to add that I have not received proof where the regulations were broken and everything is in the betting history. As I say I played the games normally with the real balance bonus enabled so I didn't break the rules. The strange thing is that one withdrawal of PLN 3,000 was paid normally and PLN 4,000 was not and the account was blocked, after which I got an offer that if they confiscate PLN 4,000 from me, the account will be unlocked.

I would like to ask you to check the history of bets and send evidence where the bonuses were deposited. Regards

Tomikaro1234,

Could you please explain which bonus you redeemed, and was active during the time you played "Voodoo Reels"? Please provide us a link to the bonus or a screenshot with the bonus terms and conditions visible.

Do I understand correctly you played the game with the real money portion of your balance, while the bonus balance was intact?

Thanks in advance for your reply.

I have no way to send a screenshot from the bonus because I can't log in to my account because it is blocked. As I wrote, I played with the real money bonus turned on, then on the second deposit I played real money in other games and in Vodoo Rells. I wanted to raise the topic that how can it be something like that that I will play a given game with the bonus turned on and get a blocked account. The thing is that it's hard to guess what games can't be played with the bonus turned on, if, for example, when you turn on the game, it doesn't say that this game can only be played for real money. Regards

I just remember it was a 130% bonus added weekly for the player's loyalty level Regards

Thank you very much, Tomikaro1234, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Tomikaro1234,

I'm Michal and I have taken over your complaint. I have reviewed your case and just for confirmation, have you been informed that certain games are restricted when playing with the bonus? Something like a pop-up message or similar or was it clearly stated in the bonus description that the bonus is applicable only in certain games?

I will contact the casino to shed more light on this matter.

We would like to invite Vulkan Vegas Casino to join the conversation.

Dear Vulkan Vegas Casino,

Can you please provide more information regarding the player's blocked account? As you might know, we believe the best practice to avoid these kinds of situations is to restrict access to games that are not allowed when playing with a bonus. We understand that not all casino systems are able to do it at the moment, but are the players somehow warned before they play a restricted game? We understand that players should read the bonus T&Cs thoroughly before activating any bonuses, but if there was no warning and the player could access and play a restricted game normally, they have not breached any other rules. We believe the players should not be punished for this, as they most likely were not aware of breaching any rules.

Thank you for dealing with my complaint and I immediately say that I have not been informed that I cannot play with the bonus turned on in a given game and I did not read anything about the bonus either. Regards.

Hello, Michal

The evidence was provided onto your e-mail.

There should be no doubt the player is a bonus abuser.

Kind regards

Thank you for the evidence, Vulkan Vegas Casino.

Dear Tomikaro1234,

This case turn out to be much more complicated than it appeared at the beginning, we need a bit more time to evaluate all the evidence to come to a fair conclusion.

Thank you for your understanding and patience.

Alright then, I'll be patiently waiting.

Dear Tomikaro1234,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

There is sufficient evidence that you have deliberately played the restricted game with a bonus on multiple occasions and that you have engaged in gameplay that is not allowed. You have breached the following rules, as mentioned in the casino's T&Cs:

"10. In case we determine the player is using a bonus or any other promotional offer for the sole purpose of obtaining a positive result using known methods aimed at safe wagering of this bonus, the player will be immediately deprived of the current real and bonus balances, and may as well get blocked for the bonus abuse."

"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."

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best Regards,

Michal

Casino.Guru