Vulkan.bet Casino - La cuenta del jugador en Vulkanbet fue cerrada por presunta violación de las reglas.

Hello,

On 5th of March, my account at Vulkan was suspended. I am accused of violating rule 11.7.

Your account was suspended due to violation of Rule 11.7 (A player, who applies a strategy where large bets are placed with funds from his real account balance (sports betting, live dealer, virtual sports, etc.) then switches to casino games to continue setting his bonus balance, forfeits his current real balance and bonus balance, and can also be suspended for misuse of bonus funds to achieve a positive result). It is forbidden for you to create a new account and play on our website. All new accounts you register will be suspended.

This is completely nonsense since I never played in the casino!

My account was closed and my balance of approximately €1400 was simply retained.

How is it possible that a licensed bookmaker is withholding my money on false allegations?

I have not violated any rules, the allegations are entirely arbitrary.

When I pointed out to Vulkannet that I never played in the casino, they merely stated that it was a management decision!

I ask for a review of the situation.

Vulkanbet cannot provide any evidence.

The suspension is unwarranted.

I want my money.

Best Regards,

Hallo,

am 5.03 wurde mein Account bei Vulkan gesperrt. Es wird mir vorgeworfen das ich gegen die Regel Regel 11.7verstossen habe.

hr Konto wurde wegen Verstoßes gegen Regel 11.7 (Ein Spieler, der eine Strategie anwendet, bei der große Wetten mit Geldern aus seinem realen Guthaben (Sportwetten, Live-Dealer, virtuelle Sportarten usw.) abgeschlossen werden und dann zu Casinospielen wechselt, um sein Bonusguthaben weiter zu setzen, verliert sein aktuelles reales Guthaben und Bonusguthaben und kann auch für den Missbrauch von Bonusgeldern, um ein positives Ergebnis zu erzielen, gesperrt werden) gesperrt. Es ist Ihnen untersagt, ein neues Konto zu erstellen und auf unserer Website zu spielen. Alle neuen Konten, die Sie registrieren, werden gesperrt.

Dies ist völlig schwachsinn, da ich nie! im Casino gespielt habe.

Mein Account ist geschlossen worden und mein Guthaben ca. 1400€ wurde einfach einbehalten.

Wie kann es sein das ein lizensierter Buchmacher mit falschen Behauptungen mein Geld einbehält?

Ich habe gegen keine Regel verstoßen, die Vorwürfe sind völlig willkürlich.

ALs ich Vulkannet darauf hingwiesen habe das ich nie Casino gespilt habe, wurde leglich gesagt das es eine Managment Entscheidung war!

Ich bitte um Überprüfung des Sachverhaltens.

Vulkanbet kann keine Beweise vorliegen.

Die Sperrung ist unberechtfertig.

Ich möchte mein Geld haben.

Viele Grüße

Dear Martina1970,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I registered there about 3-4 months ago.

The account was also fully verified.

I often made deposits and withdrawals, which worked without any problems until it was closed.

I only played sports betting there (sometimes with and without a bonus).

I am accused of gambling in the casino too.

However, this is not true at all, I only played sports betting.

What you can also see in the account (Unfortunately I can't take screenshots because I can no longer log in)

The allegations are completely arbitrary.

As far as I know, my last account balance was around €1400.

Kind regards

Hallo,

angemeldet habe ich mich dort vor ca 3-4 Monaten.

Das Konto war auch vollständig verifiziert.

Habe oft ein und Ausbezahlt was bis zur Schließung auch Problemlos geklappt hat.

Ich habe dort nur Sportwetten gespielt ( teilweise mit und ohne Bonus).

Es wird mir ja vorgeworfen das ich auch im Casino gespeilt habe.

Dies stimmt jedoch garnicht, habe nur Sportwetten gespielt.

Was man auch im Konto sehen kann( Leider kann ich keine Screenshots machen da ich mich nicht mehr einloggen kann)

Die Vorwürfe sind vollkommen willkürlich.

Meine Letzter Kontostand war meines Wissen nach um die 1400€.

Viele Gtüße

Hi Martina1970,

I have checked the terms and conditions, and this is what I found (here):

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", "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 sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.