The player from Germany requested a withdrawal of €730. The casino accused the player from breaching a maximum bet rule and confiscated his winnings.The complaint was successfully resolved.
Vulkan Vegas Casino - Player’s winnings were confiscated.
Amount: €730
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Good day.
I requested a payout of € 730 on Monday. In the morning. In the afternoon I wanted to log into the account to see if anything had happened. I had already uploaded all the necessary documents on Sunday. Since I could then no longer log in because I was blocked, I contacted the support. He wanted to make me know that I played with more than € 5 (bonus money) but I had NEVER played over € 5. I only played 5 € once for a couple of rounds, but the bonus was completely canceled. Not to be found under bonus. Bonus money has been converted into real money.
Support would like to send me evidence, but it takes a few days. Maybe they are creating fake evidence in time? Why doesn't a casino want to pay out a relatively 'low' amount?
I hope you can help me.
Automatic translation:
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4 years ago
Dear Christopher,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casinos General T&Cs and this is what I found:
"The maximum bet allowed when playing with bonus money is of 5 EUR / 5 USD / 500 RUB / 5 CAD / 20 PLN / 2000 KZT per spin (incl. doubling (risk-game)) until your wagering requirements have been completed."
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. However, if you are sure you didn’t bet more than maximum allowed amount of €5, we will try our best to help you.
Christopher, could you please forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.
Best regards,
Kristina
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4 years ago
Translation
Thanks for the answer. So far, the casino has not reported. So no evidence yet ..
I cannot send you pictures because I cannot see my account because it has been blocked. All of this is very suspect to me. Block my account due to a rule violation, but it takes days to send evidence.
Edited
Automatic translation:
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4 years ago
Christopher, thank you for a quick reply. I am sorry! I must have missed your point about blocked account. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Dear Christopher,
I’m sorry to hear about your problem. Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either your game history or screenshots showing your win. My email address is yuliia.k@guruadmins.com Additionally, please could you specify which game you have been playing? Thank you very much in advance for your reply.
