The player from Germany had won two Texas Hold'em games at Vulkan Vegas and had requested a payout of €6400. However, the casino had cancelled the winnings, claiming a system error in the game, and had accused the player of exploiting the system error. The casino had provided evidence of the system error and a statement from the game provider confirming the error. The player's balance had been returned to the point before the error occurred. We had reviewed the evidence and found that the casino had acted within its terms and conditions. Therefore, the complaint had been rejected.
Vulkan Vegas Casino - Player's winnings have been cancelled due to alleged system error.
Amount: €6,400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Good day, I won two Texas Hold'em games at Vulkan Vegas. I requested a payout of €6400. This money was cancelled because it supposedly had a system error in the game?. Vulkan Vegas has completely cancelled the €6400 and accuses me of allegedly exploiting the system error. How am I supposed to know that the game has a system error, just because I win?!
Please help me! What can I do against this?
Automatic translation:
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10 months ago
Dear Svenja1406,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan Vegas Casino.
Please forward any relevant communication or screenshots along with your game history to veronika.l@casino.guru.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards
Veronika
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10 months ago
Hello Veronika, Svenja1406
We can confirm that the amount of 6,363.02 EUR was deducted from player's balance in accordance with the T&Cs:
"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.
11.1.2.using an unfair advantage or influence, including the exploitation of bugs, loopholes or errors in our software, the use of automated players; or the exploitation of an "error";"
Starting from 26.01 and till 29.01 the games (listed below) contained a bug, where the player's balance was not being deducted, but the wins were always credited. Thus, around 144 players used this advantage and tried to gain the winnings via the existent bug. As a result, all the balances of such players were reverted to the state of "before the game initiation".
Games:
Texas Holdem Bonus
Texas Holdem Poker
Oasis Poker Classic
Poker Teen Patti
The author of the complaint started playing Texas Holdem Bonus game at 27.01.2024 07:25:21 with the balance of 38,05 EUR.
The player's balance is now 38,05 EUR accordingly.
Pardon for inconveniences caused.
Regards
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10 months ago
Dear Vulkan Vegas Casino representative,
Thank you for reaching out to us and explaining the error that occurred in multiple games. Could you please provide me with a statement from the game provider confirming that there was a technical error?
Thank you very much in advance.
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10 months ago
Since my colleague Stefan is already handling several complaints regarding this issue, I will now transfer the complaint to him (stefan.m@casino.guru). I wish you the best of luck, dear Svenja1406, and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello Svenja1406,
My name is Stefan, and I will be taking over the complaint from now on.
Dear Vulkan Vegas Casino,
I'll be awaiting your reply regarding the statement from the game provider.
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10 months ago
Hello Svenja1406,
I received the evidence from the casino and the official statement from the game provider. It is clear that the exploitation of bugs, loopholes, or errors in the software happened on multiple accounts in certain games including your case. I noticed that for some bets, instead of deducting money, money was added to the account. The casino acted correctly and within its terms and conditions.
Could you comment on this?
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10 months ago
Translation
Hello Stefan, thank you very much. But why can't I see it? From the game provider. And above all, I played for a long time. And I could no longer see my game history, only other games. Why? That was very strange. And I don't think it's okay that everything is just taken away. And now they're done with me?
Automatic translation:
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10 months ago
Hello Svenja1406,
I cannot disclose the evidence outside of our conversation with the casino. The balance was returned to the point when you started to play the Texas Holdem Bonus game. We believe that this decision is more than fair.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
