Vulkan Vegas Casino - Player’s withdrawal has been delayed for 3 months.

This is a long complaint and highlights the utter incompetence , lies and abuse suffered by me at the hands of the casino Vulkan Vegas.

Over 3 months ago I contacted Vulkan Vegas as they sent me €540 to my MasterCard and changed their processor to MONEYSEND which my bank rejects due to fraud links. I also contacted the affiliate I signed up with Classy B at this time.

The next three months have been nothing short of hell chasing these funds. I have provided all chargeback numbers from the bank and an official letter from the bank stating MONEYSEND is rejected and the Vulkan payments were rejected.

I had the misfortune of dealing with Howard at Vulkan who is beyond incompetent and a liar. We have exchanged 50 emails during this time and multiple calls (many he ignored) and finally after months of chasing he confirmed two weeks ago the funds would be returned to my Vulkan account so I could withdraw to Skrill. The affiliate confirmed this.

Then two days ago to my shock and horror both Howard and Classy B said the payment had been sent to my card! (Which the bank has rejected) and not my Vulkan account to withdraw with Skrill!

Howard at Vulkan then said they had sent the money again and that’s the last they will say on my case. Except to say they have now closed my account and claimed multiple accounts or fraud. This is a complete lie and they have done this to try and silence me as they knew I signed up through Classy Bs link and it was my boyfriend who referred me to the site as he won a competition.

I can prove all this and have multiple emails.

Please help as it’s been 3 months of being lied to, abused and treated awfully by a truly terrible casino.

Dear Claire,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. I can only imagine how frustrating it must have been for you to wait for your winnings for more than three months. Please allow me to ask you few questions so I can understand better what the issue might be. Do I understand it correctly that the last message from the casino confirmed your funds being sent to your bank again instead of your casino account?

Please forward any relevant communication regarding multiple accounts accusation to petronela.k@casino.guru. Could you please advise if you and your boyfriend share the same IP/home address or device? Do I understand it correctly that you boyfriend has an active account in the casino? Afterwards, we will contact the casino and try to settle this case to your satisfaction as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Yes they sent the money to my bank again they claim, which is against what was requested and against what they and the affiliate confirmed was happening two weeks earlier. The whole three months the understanding was it was being reinstated to my Vulkan account to withdraw via Skrill.

No we live in separate houses. He referred me to the site and Howard the terrible manager at Vulkan knew about this and was fine. It was only when they sent the money to my bank again and it was rejected that Howard closed my account.

I will send you all communications and you will see what an awful experience this has been and the tactics they have attempted.

All emails have been sent.

How in gods name do Vulkan have a very good reputation on your site???? Have you seen their history and other issues players have?

Thank you very much, Claire, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Claire.

I am very sorry to hear about your troubles, especially when it lasts over three months.

Before we invite casino representatives into the discussion are you sure that we are talking about Vulkan Vegas Casino - https://vulkanvegas.com/ this URL? Because there are many Vulkans casinos and only this one has a good reputation from us, and you mentioned other complaints. I just want to be sure.

Yes this awful casino.....They have a terrible reputation and many many complaints online against them

I would like to invite the casino representatives into the discussion. Meanwhile Claire, could you please send me an email (matej@casino.guru) with information about complaints about this specific casino?

Yes I will send u all details from complaints online, plus the way I was treated on email by Howard (coward) a manager at this casino and the affiliates they work with who haven’t helped at all and simply tried to place blame else where.....Do not fall for a Vulkans lies and please look at the timeline of emails and events between myself and them.

Hello Matej,

The player has been blocked at VulkanVegas due to violation of the following rules:

P.14 of Bonus T&C:

All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Vulkanvegas administration have a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, Vulkanvegas reserves right to:

forfeit the bonus allocated to the player and any winnings from that bonus;

revoke, deny, or withdraw a bonus offer from a player;

void the player's real money balance;

block an access to Vulkanvegas;

terminate the Account Holder’s account with immediate effect.

P. 11.7. If we have reasonable grounds to believe that You have participated in or have been connected with any form of prohibited activity (either detected by us or by our gaming partners and our other suppliers) such as cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques) or if You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any equivalent to any prohibited practice on those other gambling services, or other improper activity - the Company reserves the right, in respect of Your Account, to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s).

There are 5+ people who were constantly making opposite batting at live casino + abusing bonuses.

Re the withdrawal - we have the confirmation from the payment provider (with a director's signature and stamp, saying the transaction was successful) - can easily send it to you.

In any way, we have no tolerance to such players, cause the Player received over 11k euros scamming the Casino (just like her friends did).

Kind regards,

Alexander

Hello,

This is all fundamentally lies.

If you check the history I have sent to you Casinoguru you will see I had been chasing the withdrawal for 3 months. You can see quite clearly the money never made it to my bank due to the processor using MONEYSEND. You can see from the emails that for 3 months I was chasing the money from casino guru to be reinstated to my Vulkan account so I could withdraw via Skrill.

You can see from the evidence I’ve sent you that Vulkan promised to do this but then sent it to my bank via MONEYSEND again and it never made it.

You can then see when I chased and got my affiliate to chase and my boyfriend who referred me to the site (they knew he referred me to the site over 2 months ago) they then came up with this terms and condition breach so they could attempt to lie their way out of returning my €540.

The facts remain just like they did 3 months ago that the money needed to be withdrawn to my Skrill. They are simply trying to get out of this as I have breached no terms.

Please can you advise or help me take court action against them?

Vulkan Vegas Casino representatives could you please send me some proofs of what are you stated to matej@casino.guru or contact me via Skype.

Claire, you can always file an official complaint about Vulkan Vegas casino to their regulator (Curacao)

You can do it by writing email with your complaint to this address: certria@gaminglicences.com

Hovewer if you do so, we will close the complaint as unresolved with status "waiting for regulator decision", and we will be continue after we recieve an official answer from regulator.

Let us know how you decided.

Curacao regulator never respond and they aren’t worth using

I agree that they are far from the perfect , but they were able to settle complaints before and they are able to do it now too. Not always we agree with their decision but they have much better access to relevant data in case of fraud accusation. You can give them a chance (and it will be time-consuming) and in case it fails we can continue here. You can't lose anything.

As long as you still help me here I will do the complaint as well with them?

Yesterday we received a proof from the casino which confirmes what they stated. 

I am afraid that in this situation, we must reject this complaint as "unjustified."

You can still submit the complaint to the regulator if you believe that we decided wrongly.

Hello,

Please share this with me as they have completely lied.

You have months of emails I have sent you from the casino where i has been chasing my money and proof from my bank I had not received the payment as they used MONEYSEND.

You also have proof the casino was going to reinstate my balance to my Vulkan account so I could withdraw with Skrill. You have proof they then renegaded on this at the last minute and for some reason sent the money via bank.

AGAIN I never received the money as they used MONEYSEND.

We do not share the evidence from security reasons. However, this proof is pretty much bulletproof.

The casino proves what they stated that you were involved in opposite betting fraud. 

As their terms and conditions state: 

P.14 of Bonus T&C:

All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Vulkanvegas administration have a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, Vulkanvegas reserves right to:

forfeit the bonus allocated to the player and any winnings from that bonus;

revoke, deny, or withdraw a bonus offer from a player;

void the player's real money balance;

block an access to Vulkanvegas;

terminate the Account Holder’s account with immediate effect.

In this specific case, they tried to send you the deposits back (even though they could keep them) but the money was probably rejected. Because you committed fraud, and this money shouldn't be paid, we also cannot punish the casino for something which could be considered as goodwill. Therefore we are rejecting the case.

I have not committed fraud. I consider that liable and will be taking legal action against you.

Provide me with your registered business address.

Any details pertaining to my case can be shared with me under EU law. I can sequester you for this information.

No fraud was commited. Opposite betting is not fraud even if I was involved in this.

However this is all irrelevant. The money in question relates to a withdrawal that was rejected by my bank 3 months ago as the casino user MONEYSEND. This is prior to any claims of ‘opposite betting’which according to the casino happened months after. I chased the money for three months. The casino then sent it again via MONEYSEND which was again rejected despite promising to send it to my account.

So my account is still valid as the casino is stealing my withdrawal (that came from cash deposits 3 months ago) as the money has reverted to their payment processor.

I suggest a manager contact me as this is now going to become litigious.

I disagree with what are you saying:

11.7. If we have reasonable grounds to believe that You have participated in or have been connected with any form of prohibited activity (either detected by us or by our gaming partners and our other suppliers) such as cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques) or if You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any equivalent to any prohibited practice on those other gambling services, or other improper activity - the Company reserves the right, in respect of Your Account, to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s).

We believe that you and another person involved in Opposite Betting breached the terms and conditions. Therefore casino can void your winning. Hovewer this casino decided to return you the deposits. They really sent them, and the money didn't return. If your bank refused the money, its sad and I truly don't know where the money is now. But we must reject this case just from principe. Based on all casino evidence, you breached casino rules - and this casino acts as generous casino - we cannot punish them, therefore this complaint must be rejected.

Because of all obove we decided to close this case as "unjustified."