The player from Germany had experienced multiple rejections of her payout requests, totaling 1600 euros. These winnings had subsequently been deleted. The casino, Vulkan Vegas, had stated that a software bug was exploited in several games, which resulted in incorrect winnings being credited to the player's account. The casino had deducted these erroneous winnings in accordance with their terms and conditions. The player had confirmed that she had passed KYC verification and had made successful withdrawals in the past. After reviewing evidence from the casino and the game provider, we concluded that the casino had acted correctly and within its terms. The complaint was therefore rejected.
Vulkan Vegas Casino - Player's winnings have been rejected and deleted.
Amount: €1,600
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
They rejected my winnings and deleted them
29/01/2024
16:36:48
400,00 €
Payouts
Bank transfer
Rejected
28/01/2024
01:15:53
600,00 €
Payouts
Bank transfer
Rejected
29/01/2024
16:36:49
600,00 €
Payouts
Bank transfer
Rejected
Automatic translation:
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10 months ago
Dear vasileioulamprini74,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan Vegas Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals before?
Could you please confirm if you passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with customer support? Have you asked them why your withdrawals keep getting rejected?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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10 months ago
Hello Veronika, vasileioulamprin
We can confirm that the amount of 1,447.48 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 10:31:26 with the balance of 154.58 EUR.
The player's withdrawal amounting 154.58 EUR was confirmed accordingly.
Sorry 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
Translation
Good Evening,
I have to mention that I have done the KYC verification.
I have also made successful withdrawals in the past.
And this time I'm very surprised with what happened because I played several hours in the Texas Holdem Bonus game and the profits were not in one or in 10 attempts I played with six euros as far as I remember each round. I was losing rounds and gaining rounds.
I played for sure 4 hours and got this result.
I have nothing else to say except that I am very disappointed.
thanks.
Automatic translation:
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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 vasileioulamprini74, and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello vasileioulamprini74,
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 vasileioulamprini74,
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
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.
