The player from Poland had reported a problem with his online casino account. He had claimed that after requesting a withdrawal of 3000 PLN, the withdrawal got cancelled and his account balance was reset to zero. The player had insisted that he did not cancel the withdrawal or continue playing. He had suspected that his account might have been hacked, but the casino had denied this possibility. The player had threatened to request a chargeback through his bank if the funds were not restored. The complaints team had informed the player that they could not assist in matters of suspected cybercrime and had advised him against making chargeback threats. The player decided to proceed with the chargeback, and the complaint was subsequently rejected due to its nature.
Vulkan Vegas Casino - Player’s winnings have disappeared.
Amount: 3,000 zł
Vulkan Vegas Casino
Safety Index:Very highOther
REJECTED
Case summary
On January 12, 3000 PLN disappeared from my casino account the day before I reported its withdrawal after entering the site on January 13, the funds to be withdrawn were cancelled and the balance was reset to zero I have played at many online casinos I have lost a lot and also won a lot but this is the first time I have encountered such a situation what happened to this amount? I have no idea if there was a hack on my account? It is possible vulkan vegas casino is a scam and I do not recommend it to anyone.
Dear Akkkk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
No, I was unable to withdraw any funds from my account, this was my first visit to the website the accumulated funds were without a bonus
You probably won't solve the problem and I have already contacted the bank about refunding the funds via chargeback
Hello Akkkk
According to our logs, you cancelled the withdrawal request in the amount of 3000 PLN at 11.01.2024 19:31:50 (UTC) and continued playing. You can see the gaming log in your profile.
Can you confirm you did request the chargeback and why?
Thank you!
Let's start maybe with one important thing after reporting the withdrawal of 3000 PLN I left the site and only sent pictures for KYC verification and did nothing else at that hour as you wrote I was not at home and did not play on the site so do not tell me that it was me who played on the account I have no idea who what and how and who stole my password and login it should be your business about better security of accounts for example verification by SMS code so I want to recover from you the funds I won that is 3000 PLN. I haven't applied for chargeback yet because I want to settle this amicably and not make any problems for anyone. It is enough if I recover the 3000 PLN on my casino account and if not then I will apply for chargeback.
And I'll add again don't tell me that it was me who played really I played on many casinos I can write honestly that on 20 for sure and the first time I have only with you such a situation is sad.... In those casinos where I played I was able to accept that I lost some amount of money, but then I didn't make any problems for anyone because I was the one who lost and here? Someone had access to my account no one from my family or friends that's why I will make problems because it was not me who played on the account I made a withdrawal request and that's all I saw later that the funds disappeared from the account that's why I ask you to restore at least only 2000-2500 PLN if not as I wrote I will file a chargeback request
Dear Akkkk
Have you reported to the support that your account got hacked?
Does anyone else have access to your account at the casino?
Please name ALL the devices that you accessed your account from.
Do you now have access to your account and your gaming history?
Thank you for cooperation!
Regards
Yes it was reported to support I waited this best almost a week to receive a reply that the account was not hacked this is ridiculous because it was ... Besides me no one had access to my account or rather no one I know .... My only device I use is an iPhone 12 64 GB and so I have access to my account and game history and in the game history I saw all the games that were not mine and not I played after seeing that the funds disappeared from the account I changed my account password by 4 e- e-mails in total I changed passwords about 40 on different platforms etc and I also had to change the password to paypal also to my banking so much I expect an answer quickly if I get the 3,000 PLN back to the account or not you know better to do a chargeback you will only lose then with 500 PLN not 3,000 so I will not be surprised if the 3,000 PLN I do not receive : )
Am I to understand that the matter of restoring the balance of PLN 3,000 will not be resolved? I can agree to PLN 2,000 and send the money to my bank account, I will give you time until Friday, if the matter is not resolved, I will make a chargeback, best regards.
Regrettably, we do not handle matters related to cybercrimes. If your possessions or personal information have been stolen and subsequently misused, this falls under the jurisdiction of the police, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.
Additionally, from our experience, online casinos do not like threats (especially chargeback ones), and in many cases, it has exactly the opposite effect compared to the desired progress. Therefore, and also for the future, I would strongly recommend you change the way you communicate and solve problems. After making chargebacks, you can even face problems in other online casinos as many of them share the same databases of "high-risk" players.
In addition, a bank initiating a chargeback process should also investigate the matter and circumstances with the receiver of the payment(s). It means that in case of enough evidence from the receiver, the chargeback could be denied, especially when the casino can prove that you voluntarily deposited and played with your funds, which casinos usually easily can prove.
So just a friendly reminder if you haven't disputed your deposits yet - please keep in mind that issuing chargebacks is often met with rejection from banks and it can cause serious issues in any casino you would want to play in after.
I am afraid that we are not able to proceed further in this case. Please, do not hesitate to let me know if there is anything else I could help you with, or if I have overlooked something otherwise, I will be forced to close this complaint. Thank you for your understanding.
Do you think I care whether I play at the casino or not? It's hard to say... the matter has not been resolved, the funds I had have not been restored, so as of today I will be contacting the bank for a chargeback, that's all from my side, I have no intention of responding to this anymore Thank you to the thieves from vulkanvegas and I'll see you at the chargeback.
Please understand that it would be impossible to prove that this was the casino's mistake, therefore I would like to kindly ask you to refrain from making any unsubstantiated claims. And I never said that you should care about playing in other casinos, I just wanted to inform you about what could happen and what is to be expected in the future.
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.
