Vulkan Vegas Casino - Player's winnings have been confiscated.

Hi, I just won a big pot this weekend. That was around 3 900 000 NOK. And I tried to withdrawal around 150 000 NOK today and get rejected. Then I tried to login to my account today and everything was gone I only have 1612 NOK left in my account.

Then I contacted the support. And they tell me that they have taking everything from my account and they said that was a bug in the game and I was cheating.

Dear Phasook,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to veronika.l@casino.guru?

Could you please tell me the name of the game in which you won this big amount of money?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards

Veronika

Hello Veronika, Phasook

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

How could I now the game was error? I lost sometimes and win sometimes. The feel normally.

One time I buy free spin 5 times in the road in Vulkan Vegas and lost everything. Can I get my money back? "Because I think is the bug in the game" this is the something, you will not give me money for that

Hi, can i get same form for proof? About the error.

If that was a bug in the game, I would like to see it. You haven't sent me any proof.

Thank you very much, Phasook, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Phasook,

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

hi, what's the status here

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.

Hello Stefan

The e-mail was just sent.

Kind regards

Hello Phasook,

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?

Dear Phasook,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further.

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.