VOLNA Casino - El retiro del jugador está bloqueado y la cuenta está cerrada.

Hello! Please help, Volna casino blocked my withdrawal citing the fact that I allegedly transferred my account to third parties!! In fact, this is pure deception, I did not transfer anything to anyone, I passed verification there and it was successfully passed, in general, this club, hiding behind a license from Curacao, is simply engaged in fraud! In the support chat they write that the decision is not subject to appeal.

Of course I am ready to go another way, since this club has no right to work in Ukraine at all. However, I would like to get my money back, since they essentially have no evidence of what they accuse me of.

Just as luck went, they suggested slot games to me that were more successful, after it came to the withdrawal, they started to reject the withdrawal, inventing some unplayed bets and asked to withdraw to the same bank through which the deposit was made, as soon as I did what they asked and when I put 12, thousand for withdrawal, they blocked my account, after that they called and asked me to show my passport on camera in front of the face on the video camera online, all this was done, after that they asked me 50 questions about the games and how I deposited funds, what amount, etc., what winnings they say I had when I answered they asked me to wait 72 hours and a day later, namely today, they reported that the account cannot be restored

They simply acted like scammers.

Здраствуйте! Прошу помочь казино Volna заблокировали мой вывод ссылаясь на то что, яко бы я передавал свой аккаунт третьим лицам!! На самом же деле это чистый обман, я не передавал никому и ничего, я проходил там верификацию и она была успешно пройдена, в общем этот клуб прикрываясь лицензий от Кюрасао занимаются просто мошенничеством! В чат поддержке пишут что решение обжалованию не подлежит.

Я конечно готов пойти другим путём так, как этот клуб вообще на территории Украины не имеет право работать. Однако мне хотелось бы вернуть свои деньги по сути у них нет не каких либо доказательств того в чём меня обвиняют .

Просто как пошла удача мне подсказали слот игры которые у них более успешные, после того как дошло до вывода мне начали отклонять вывод выдумывая какие то не отыгранные ставки и попросили вывод на тот же банк через который был внесён депозит как только я выполнил то что они попросили и когда я поставил 12, тысяч на вывод они заблокировали мне аккаунт, после этого звонили просили что бы я на камеру показал паспорт у лица на видеокамеру в онлайн, всё это было выполнено, после этого мне задавали вопросов 50 за игры а как я вносил средства какую сумму и т д какие выйгрвши мол у меня были когда я ответил попросили ждать 72 часа а через сутки а именно сегодня сообщили что аккаунт не подлежит востановлению

Они поступили просто как мошенники.

Dear Evgen82215,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Volna Casino regarding the withdrawal of your funds.

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Could you please forward me the email you received from the casino regarding the closure of your account? My email address is veronika.f@casino.guru.
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• What type of documents did you submit during the verification process?

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

Thank you for your emails.

• Could you please specify whether you and your friend played at this casino from the same IP address or household?
• Did you use the same device to access your casino profiles at any time?
• Additionally, could you let me know if your friend also used any bonuses and whether their profile is fully verified?

I replied to you by email, but here it still shows waiting for a response

Я ответил вам на почту,а здесь всё равно показывает ожидание ответа

No, my friend did not play there during the time he was with me, he is a responsible player and knows all these rules. Before that, he also did not play either from my home or from my device, and as far as I understand, my friend is a verified user,

Veronica, look, my friend has been playing for many years at various online casinos, he told me about this casino and their partners, and I made a withdrawal at Rox Casino. I lost at the other three, it came to Volna Casino and then this situation happened.

I play at other online casinos and not a single site has any complaints. And look, Super gra casino is a licensed Ukrainian casino and they also have a bonus for bringing a friend, and there is also such a promotion at King casino.

I don't know why they do it this way, there is not a single argument where I violated something. So when I lost my balance of 3100 UAH in 10-15 minutes, everything was fine, but as soon as I won back the bonus, it all started.

Their actions can be regarded, to put it mildly, as a scam.

I'm not even mentioning that Mono Bank categorically refused to pay for their resources, citing the fact that this casino is suspicious, and they said a lot of other things about these online casinos.

The most unpleasant thing is that I did not violate anything on their platforms! Let them at least show you some evidence, where they can confirm this blocking with specific actions for this. I am sure they will not show because they know that they did not act nicely!! I can go the other way, I just do not want to annoy them in any way, I won honestly and have a 100% right to receive my winnings.

Нет, мой друг не играл там на протяжении того времени пока находился у меня, он ответственный игрок и все эти правила знает. До этого так же он не играл не с моего домовладения не с моего устройства, да насколько я понимаю мой друг верифицированный пользователь,

Вероника смотрите мой друг играет долгие годы на различных онлайн казино, он мне и это казино и их партнёров подсказал, и мне делали вывод на казино Rox. В других трёх я проигрывал, дошло дело до казино Волна и тут произошла такая ситуация.

Я и на других онлайн казино играю и не один сайт претензий не предъявляет. И смотрите вот казино Super gra это украинское казино лицензированное и у них ещё есть бонус за то что я приведу друга, и такая акция так же есть в казино King.

Я не знаю почему именно они так поступают, нет не одного аргумента где бы я что то нарушил. Значит когда я за 10-15 минут проиграл свой баланс в 3100 грн то тут всё норм было, но как отыграл бонус так сразу понеслось.

Ихний поступок можно расценивать мягко говоря как Афёра.

Я уже молчу о том что моно банк категорически отказывал в оплате на их ресурсы ссылаясь на то что это казино подозрительное, и ещё много чего другого говорили за эти онлайн казино.

Самое не приятное то, что я на их площадках ничего не нарушил! Пускай они вам хоть какие то доказательства предъявят, где они могут подтвердить данную блокировку имея на это конкретные действия. Уверен не покажут потому как они знают что поступили не красиво!! Я могу пойти другим путём, просто я не хочу как то насолить им, я честно выиграл и имею 100% право на получения своих выйграшных средств.

Look, Veronica, at first I tried to withdraw 10,000 thousand, when I tried to withdraw this entire amount, a window popped up where it was written that I needed to play back the amount of the deposit itself, so that there would be no commission, it was approximately 2,500 UAH.

The situation itself is known to every online casino or bookmaker.

But as far as I know, this applies in the case where I would play a little with my personal funds and immediately withdraw, then in this case I could still understand, but I lost them and after wagering the bonus itself, which has a wager of ×40, what additional wagering of the balance could there be.

Well, even in this case I continued the game and even when I made bets for that amount I had 13,700 on my balance, just having played I finally put 12,000 UAH on withdrawal. I passed verification, everything was approved. The withdrawal was not approved, they asked to make a withdrawal specifically to GGbank, so that it would be possible to withdraw money there, they also had to go through verification, and when I did everything, I put the funds on withdrawal, they simply did not know what else to find fault with and blocked the account, and when I wrote to them, they initially stopped answering at all, when I wrote again, they connected me to the operator and he answered that I needed to show my passport on the video call and asked if I could now, I answered yes, I took my passport, they called me on a video call, after which I did what they asked me + they started asking questions, and many of them had nothing to do with what they were asking and besides everything, they also asked a series of questions that were difficult to answer spontaneously, and who does that if you want to take 10-15 minutes from me for a conversation, in such cases you need to ask if there is time at the moment for such conversations.

This is the first time I’ve seen that in my opinion there were such inadequate actions on the part of a casino club or a bookmaker.

Так и смотрите Вероника, сначала я пытался вывести 10,000 тысяч при попытке вывести всю эту сумму мне выбило окно где было прописано что мне нужно отыграть сумму самого депозита, что бы не было комиссии, примерно это было 2,500 грн.

Сама ситуация известная так у каждого онлайн казино или БК.

Но на сколько известно мне что это применяется в том случае если я бы чуток поиграл на свои личные средства и сразу на вывод то в этом случае я бы ещё мог понять, но я же проиграл их а после отвйгрыша самого бонуса которого вайджер на ×40 какие могли быть доп отыйграш баланса.

Ну я даже в этом случае продолжил игру и даже когда сделал ставки на ту сумму я вообще на балансе имел 13,700 просто поиграв ещё окончательно поставил на вывод 12,000 грн. Прошёл верификацию, всё было одобрено. Вывод не одобрили попросили сделать вывод именно на GGbank, что бы можно было туда выводить деньги там так же пришлось проходить верификацию, и когда я всё сделал поставил на вывод средства они просто уже не знали до чего ещё бы им докопаться и заблокировали аккаунт, а когда я им написал так они по началу вообще отвечать перестали, когда я очередной раз написал они соединили с оператором и тот ответил, что нужно на видео звонок паспорт у лица показать и спросил могу ли я сейчас я ответил да, я взял паспорт мне позвонили на видео звонок после чего я выполнил то что меня просили + начали задавать вопросы причём многие из них вообще не имели не какого отношения до того что они спрашивали да и по мимо всего они ещё задавали серию вопросов на которые тяжело с понтанно было отвечать, да и кто так делает если вы хотите у меня отнять на беседу 10-15 минут в таких случаях нужно спрашивать если время в данный момент на такие беседы.

Я впервые вижу что бы вообще было на мой взгляд такие не совсем адекватные действия со стороны клуба казино или же от БК.

Thank you very much, Evgen82215, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Evgen82215,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite VOLNA Casino to join the conversation.

Dear VOLNA Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Hello dear player and Casino Guru representatives! Player's account has been blocked due to paragraph 18.2, that is:

You undertake to indemnify, defend the interests of the Company, and protect its partners and their companies, as well as their officers, directors, and employees, against all claims, demands, liabilities, damages, costs, and expenses, including legal costs and other expenses, incurred as a result of:

•  Your failure to comply with these Terms;

•  Your violation of law or the rights of third parties;

•  Use of your account by third parties irrespective of whether this use was authorized by you or not;

•  Receiving winnings in a similar way.

Fund has been debited in accordance with the rule 18.3:

If you violate these Terms, we are entitled (but not obliged) to:

•  Block your account with or without prior notice;

•  Debit your account with the amount of the payouts, bonuses, or winnings that have been credited to you as a result of a serious violation.

Details has been sent to michal.k@casino.guru.

Best regards,

Volna Casino!

Thank you for all the information and evidence provided, VOLNA Casino Team.

Dear Evgen82215,

After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. While I recognize that you may not be entirely acquainted with the procedures related to Know Your Customer (KYC) and Anti-Money Laundering (AML), it is important to note that a verification call is a standard practice within the industry. This measure assists the casino in confirming the true identity of the account holder. There were significant discrepancies between the facts and the information you provided, or maybe better to say not provided, during your verification call. As a result, you did not fulfil the necessary criteria to successfully complete the KYC process.

Therefore, I'm forced to proceed with closing your complaint as rejected. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated unfairly by the casino, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru