Vulkan Vegas Casino - Player’s winnings from promotional play have been voided.

Dear Askgamblers.com,

sorry about my english, i translate words with google translate.

On the 22th february 2020 i made a registration on vulkanvegas casino. I deposited first 50 Euro with a 100% bonus, i lost it. After this lose i deposited again 300 Euro with a 200% bonus, my balance was on 900 Euro with bonus. I begann to playing, i made about 600 Euro win on Legacy of Egypt. After this win my balance was about on 1500 Euro, i think the bonus was non-sticky, i knew it canceled the bonus. After this i had 900 Euro raw cash, i played with a lot of slots on 22th and 23th february 2020. In the afternoon/evening of the 23th february i lost this balance. I made again a 300 Euro deposit with bonus, i think it was a 100% bonus. I started to playing slots, i played also with Extra Chili slot and as it turned out afterwards i made a mistake, becouse i buy bonuses on 0.3 and 0.4 Euro, (i can attach this gameround). I played next with other slots, on the end i had 220 Euro withdrawble balance (i think i vouchsafe the bonus terms). I withdrawed the 220 Euro on the evening 23th february 2020 to my bank account.

On the morning of the 24th february i wondered that the 220 Euro was credited on my bank account, without an ID, Bank Card, Adress and GAME HISTORY check! I played on a lot casinos, and only ID, Bank Card, Adress and GAME HISTORY check they didn't withdraw anything. After this i thought its all okay and on the 24th february i withdrawed 200 Euro and 300 Euro without bonus and started playing slots i played with this cash till 26th february when my balance was on 1000 Euro. I decided i cashout this money. The casino send me this email: 

Greetings!

To use all the features of your account, including the withdrawals of your winnings, it is necessary to pass through a standard procedure of the KYC-check. For its implementation we kindly ask you to provide us with data list below in a response to this letter. Please note that this procedure should be made exclusively by pressing a button 'Reply' to this email.

Please provide us with the following:

1) Copy or a digital photo of your passport (id-card). It is allowed to hide the number and series of passport, except of any 2 characters;

2) A digital photo of the both sides of the card used for making deposits: 5**************7/11/2022 . First six and last four numbers in the card number have to be visible, CVV-code can be covered, the card should contain the card holder's signature;

3) A digital photo on which you will be holding your passport and card in the hands near the face.

4) Any document which would prove your residence (for example utility bill).

To pass the identification procedure all of the data has to be provided in high quality. We ask you not to change the subject of this letter. Your account will be temporarily blocked until the moment you provide all the documents.

In case of any additional questions you can always send us an email, contact us via Online-chat or by phone +35725654268.

Best regards,

Martin

VulkanVegas Support Team

I send the documents on the same day 26th february 2020 to the casino. It elapsed 2 days, nothing happens. On the 28th february i decided write to the casino chat. I asked about the vervying KYC check. The answered a must again upload my ID with my face, i sent it. I think after 2 hours i also asked about the KYC check.

After this comes the surprise.

They blocked my account becouse i violated the bonus rules on the 23th february. My problem is why my account was not closed before the € 220 payment after the violation? This withdraw was without ID, Bank Card, Adress and Balance/Account check. In the casinos e-mail is: "To use all the features of your account, including the withdrawals of your winnings, it is necessary to pass through a standard procedure of the KYC-check. (why they withdrawed me without KYC check and balance check?)" My other problem is also that i deposited after the violate the 200 and 300 Euro, had after playing slots an 1000 Euro balance and now i lost it all... When the casino sad me earlier before the 220 withdraw, Hey man you made a violate, then i agree this, and i didn't deposit more (if I had paid more 1000 euros then I would have lost it all? - i think that is not fair)!

As I read, there was more similar case at this casino:

https://casino.guru/vulkan-vegas-casino-player-is-complaining-about-confiscated

I look forward to their positive feedback!
 

Regards: Attila Mezei

Dear Attila,

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

"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 (incl. doubling (risk-game)) until your wagering requirements have been completed. The in-game "buy-feature" purchasing counts as a spin. Violation of this rule at any stage of the gameplay regardless of the game outcome will lead to cancellation of all player’s balances (real and bonus balances) and/ or to account closure. The decision is made entirely at the discretion of VulkanVegas administration."

Please, could you forward me a receipt from the first withdrawal of €220 that has been sent to your account without completing KYC verification?

In regard to breaching promotional rules: we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Petronela

Thank you very much Attila for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Attila,

I reviewed your case and found out what the issue seems to be. There is a following term in the casino's T&Cs:

"8.11.4. if the requested amount exceeds one thousand united states Dollars (USD 1,000) or more, the player identification procedure must be carried out by sending us a copy or a digital photograph of your identification documents, such as the Passport or an ID card. The passport series and number may be painted out on the image. The Company may also request other additional documents;"

You weren't requested to verify your account because the amount of money you withdrew was quite small. After you made more deposits and your winnings reached €1000, the casino made all the standard checks and found out about the breach of the maximum bet rule. My question is: were your deposits refunded?

Dear Peter,

They have not refunded my deposits.

My problem still is, they have not checked after the violate, before the withdraw my balance/game history. After the 220 Euro withdraw i thought its all okay, and i deposited again 200 and 300 Euro, so i trusted in the Casino. When they warned me before the 220 Euro withdraw, hey player you made a violate, we can not withdraw the 220 Euro, then i accept the 220 Euro lose. But i think in this situation it is not rightful.

Regards: Attila Mezei

Thank you Attila, we would like to ask the Vulkan Vegas Casino for a response.

Hi everyone,

We have revised the player's gaming history as well as a bonus abuse. 
The player made a deposit on the 23th of Feb and received a bonus that breached the T&C (and the player admitted the fact). 

Afterwards two more deposits were made, and indeed the player did not violate the terms. 
As a sign of a good gesture to CasinoGuru and the player, we will leave 500 EUR on player's balance. 
Dear Attila, feel free to withdraw the funds. But we strongly recommend not to break the T&Cs in future. 

Best regards,
Alexander
 

Hi Attila and Alexander. I would like to thank Alexander for the quick reaction and the nice gesture. Attila, can we consider the case resolved? Is your account now accessible including your balance? 

Dear Peter and Alexander,

My account is now active and the 500 Euro is on my balance.

Thank you for the all Help Casino Guru Team!

Regards, Attila Mezei

Dear Attila,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter