The player from Germany had won €11,000 and attempted to withdraw the winnings. The casino had deducted the winnings entirely, citing a software bug and their terms and conditions. Despite the player's assertion that all bets were deducted correctly, the casino had provided evidence of the software error that affected the player's account. After reviewing the evidence, we had concluded that the casino had acted within its terms and conditions. The player had accepted the outcome, and the complaint was rejected.
Vulkan Vegas Casino - Player's winnings have been confiscated.
Amount: €11,000
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
9 months ago
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10 months ago
Translation
Hello, I won approximately €11,000 from 26.01.24 to 27.01.24 and wanted to withdraw my winnings. Initially, the support team stated that my winnings were being reviewed. Later in the evening, my entire winnings were deducted, referring to clause 11.1 of the terms and conditions. I find it quite audacious to accuse me of fraud or the like. Honestly, I am flabbergasted and I would appreciate your assistance, thank you.
Automatic translation:
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10 months ago
Hello Fab1985,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Hello Nick,
Yes, my details have been verified for over a year and I have already made several withdrawals, just not of this amount. I didn't use any bonus, the casino said there was a software problem etc. and refers to their terms and conditions, see screenshot.
Automatic translation:
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10 months ago
Hello Nick, Fab1985
We can confirm that the amount of -3,898,509.40 NOK 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 2024-01-26 23:53:11 with the balance of 1625,2 NOK.
The player's balance was modified to 1625,2 NOK accordingly.
Pardon for inconveniences caused.
Player opted for self-exclusion.
Regards
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10 months ago
Translation
Hello,
Thanks for the quick reply, can you please explain to me what you mean by "self-exclusion decided"?
When I look at my transactions, if the bet was lost, it was also deducted. Furthermore, only €40.00 was credited back to me, not 1625.2 NOK which would be approx. €143.58.
Automatic translation:
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10 months ago
Hello Fab1985,
As based on the betting history you provided your balance was deducted in case of loss, we will try to further investigate the case. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello Fab1985,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in resolving this complaint.
Dear Vulkan Vegas Casino,
Could you provide us with the game provider's official statement from these games?
Thank you in advance for providing the information.
Kind regards,
Stefan
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9 months ago
We would like to ask the 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’ which may negatively affect its rating.
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9 months ago
Hello Fab1985,
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?
