Vulkan.bet Casino - La cuenta del jugador fue cerrada y el casino citó un uso indebido del bono.

Hello Casinoguru,

I have a big problem with Vulkanbet

https://vulkan.bet/de

ID 47005***

My account was closed yesterday and my real money balance was obviously reduced to €0 with a fabricated accusation.

Here is the email about it:

Dear user,

Your account has been terminated for violating Rule 11.7 (A player who uses a strategy that involves making large bets with funds from his real balance (sports betting, live dealer, virtual sports, etc.) and then moves to casino games to use his bonus balance to continue betting will lose your current real balance and bonus balance and may also be banned for misusing bonus funds to achieve a positive result). You are prohibited from creating a new account and playing on our website. Any new accounts you register will be suspended.

Kind regards, Joseph

Vulkan.bet support team member

I had been able to withdraw €250 8 times in the last few days without any problems and then the scam came.

My guess is that Vulkanbet doesn't want to pay out because I had a lot of credit (around €6,700 at last) and obviously wanted to pay out little by little.

They didn't like that and then they came up with the fabricated accusation.

Money all comes from real money. Accusation is not true.

I have been registered there since March 27, 2023.

Payouts worked before, even if it took longer.

Please please help.

Hallo Casinoguru,

ich habe ein großes Problem mit Vulkanbet

https://vulkan.bet/de

ID 47005***

Mein Konto wurde gestern geschlossen und mein Echtgeldguthaben wurden mit einem konstruiertem Vorwurf offensichtlich auf 0€ reduziert.

Hier die E-Mail dazu:

Lieber Benutzer,

Ihr 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.

Mit freundlichen Grüßen, Joseph

Vulkan.bet Support-Team-Mitglied

Ich hatte in den letzten Tagen 8 Mal 250€ auszahlen könnnen ohne Probleme und dann kam jetzt der Scam.

Meine Vermutung ist, dass Vulkanbet nicht auszahlen möchte weil ich sehr viel Guthaben drauf hatte (ca. 6700€ zuletzt) und offensichtlich nach und nach auszahlen wollte.

Das hat ihnen nicht gepasst und dann kamen sie mit dem konstruiertem Vorwurf an.

Geld stammt alles aus Echtgeld. Vorwurf stimmt nicht.

Ich bein seit 27.03.2023 dort registriert.

Auszahlungen klappten zuvor auch wenn es mal länger gedauert hatte.

Bitte bitte um Hilfe.

Dear gaukus,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan.bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

From the email you received from the casino, it seems that you played with a bonus. Could you please advise if you activated any bonus shortly before your big win? Kindly send me the link or the screenshot of the bonus.

What types of games did you play? Were it slots, live casino games, or did you participate also in sports betting?

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

The big win came from sports betting and there was no bonus active in the account at the time the bet was placed.

I still had a real money balance of around €10 and then made a combination bet with real money and then had a new account balance of around €6500.

I then made another real money bet to complete the normal deposit turnover.

As a result, I was able to pay out €250 8 times without any problems and therefore had a new account balance of around €4500 and two outstanding withdrawals of €250 each.

The day before yesterday I bet around €2600 on various individual bets and also won and then had a new account balance of around €6700.

Then yesterday afternoon, instead of another payout, this fabricated accusation came.

In the past I had also played slots and LIVE Blackjack and also with very high stakes.

I have already emailed Support and Complaints Management, but no response.

Der große Gewinn stammt aus Sportwetten und es war kein Bonus aktiv im Konto zum Zeitpunkt der Wettabgabe.

Ich hatte noch ein Echtgeldguthaben von ca. 10€ und hatte dann eine Kombi-Wette mit Echtgeld getroffen und hatte dann einen neuen Kontostand von ca. 6500€.

Im Anschluss habe ich noch eine weitere Echtgeldwette gemacht um den normalen Einzahlungsumsatz zu vervollständigen.

In der Folge konnte ich problemos 8 Mal 250€ auszahlen und hatte dementsprechend einen neuen Kontostand von ca. 4500€ und noch 2 offene Auszahlungen von jeweils 250€.

Vorgestern hatte ich dann ca. 2600€ auf verschiedene Einzelwetten gesetzt und ebenfalls gewonnen und hatte dann einen neuen Kontostand von ca. 6700€.

Dann kam gestern Mittag anstatt einer weiteren Auszahlung dieser konstruierte Vorwurf.

In der Vergangenheit hatte ich auch schon Slots und LIVE Blackjack gespielt und auch mit sehr hohen Einsätzen.

Support und Complaints Management habe ich bereits angeschreiben via E-Mail, aber keine Reaktion.

So you played casino games in the past, but now, with your most recent winnings, you participated in sports betting only?

That's exactly how it is.

Genau so ist es.

So the high account balance resulted from a real money bet (see screenshot) and then I only made sports bets.

Also der hohe Kontostand resultierte aus einer Echtgeld-Wette (s. Screenshot) und im Anschluss habe ich ausschließlich Sportwetten gemacht.

Thank you for the update.

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards,

Veronika

We've reopened this complaint at the request of Gaukus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Thanks also for the update.

Maybe they misunderstood:

I have also often played slots and LIVE Casino, including blackjack, in the casino, sometimes with very high stakes of four to five figures.

That's why I think and hope that I'm in the right place here.

If I read it correctly, you can also help users who have also made sports bets in addition to the casino.

Please help me with this complaint.

I think it's obvious what happened here:

The player (i.e. me) won a large amount with a parlay bet and the casino creates a reason so that it doesn't have to pay out further.

That simply can't be true!

If you need any further evidence or explanations, please let me know.

Thank you very much, Gaukus, 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.

We’ve reopened this complaint at the request of gaukus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Danke ebenfalls für das Update.

Vielleicht haben sie es missverstanden:

Ich habe in dem Casino auch schon häufiger Slots und LIVE-Casino u.a. Blackjack gespielt und das tlw. mit sehr hohen Einsätzen also vier- bis fünfstellig.

Daher denke und hoffe ich schon, dass ich hier an der richtigen Stelle bin.

Wenn ich es richtig lesen habe Sie auch schon Nutzern helfen können die auch Sportwetten gemacht haben neben Casino.

Bitte helfen Sie mir mit dieser Beschwerde.

Ich denke es offensichtlich was hier passiert ist:

Der Spieler (also ich) hat einen hohen Betrag gewonnen mit einer Kombi-Wette und das Casino konstruiert einen Grund, damit es nicht weiter auszahlen muss.

Das kann einfach nicht sein!

Falls Sie noch weitere Belege oder Erklälrungen brauchen, lassen Sie es mich gerne wissen.

Thank you very much, gaukus, 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.

Thank you so much for reopening my case.

I will provide some more relevant documents to Michal in which you will see among other things that they paid out 8 times 250€ after my huge win and then suddenly stopped and closed my account.

I checked the English version of their website.

There it is rule 11.8 and not 11.7 which they say I have violated:

11.8. A player using a strategy, during which he first makes large bets from a real balance (bets on sports, live dealers, virtual sports, etc.) and then switches to casino games to further wager the bonus balance, will be immediately deprived of the current real and bonus balances as well as may get blocked for abuse of bonuses in order to obtain a positive result.

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

Either way, it still makes no sense to me as I neither wagered with bonus money nor did I went to the casino after my large winnings in the sportsbook.

It is so ridiculous to close my account and steal my balance because of a lucky hit with a ten-teamer-parlay in the sportsbook as I already played four and five digts blackjack hands in the past and made three digit spins in slots which is obvioulsly kind of crazy and fits a player profile which should be welcomed by any casino.

I really hope that this is only a very bad "misunderstanding" and Vulkanbet will correct their mistake.

Before that I was alaways very pleased and happy with their website and service and had deposited and paid out countless times before.

Therefore I am still in shock that they closed my account out of the blue and also voided my real money balance from about 6700€ to 0€.

Hello Gaukus,

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

We would like to invite Vulkan.bet Casino to join the conversation.

Dear Vulkan.bet Casino, 

Could you kindly provide a more detailed explanation for the closure of the player's account? How should the player breach rule 11.7 as mentioned in the email you sent to the player? If the information and evidence can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello, gaukus and Casino Guru team!

In response to your inquiry, we conducted an internal investigation. During the investigation, it was determined that the account blocking was done erroneously due to incorrect interpretation of the available data. As a result of the investigation, your account has been unblocked, and you can continue playing.

We apologize for any inconvenience caused and wish you all the best!

Hello,

I can confirm that I can log back into my account and the balance of

€6,745.53

correct is.

Now I hope that I can pay out again.

Hallo,

ich kann bestätigen, dass ich mich wieder in mein Konto einwählen kann und der Kontostand von

6,745.53 €

korrekt ist.

Nun hoffe ich, dass ich auch wieder auszahlen kann.

Thank you for your response and for correcting the mistake, Vulkan.bet team.

Dear Gaukus,

I'm glad your account has been unblocked, along with your balance restored. According to the response from the casino team, you are now able to resume playing.

Please let me know if I can assist you with anything else, or if I can consider this complaint resolved.

Thank you very much for your kind support, dear Casinoguru team.

Payouts will arrive regularly again.

@Vulkanbet

It would be nice if my account was eligible for bonuses again.

Unfortunately, these will no longer be displayed to me after my account has been activated.

However, the complaint can be considered resolved.

Vielen Dank für die nette Unterstützung liebes Casinoguru-Team.

Auszahlungen kommen auch wieder regulär an.

@Vulkanbet

Es wäre noch schön, wenn mein Konto wieder eine Berechtigung für Bonis bekommen würde.

Diese werden mir nach der Freischaltung meines Kontos leider nicht mehr angezeigt.

Die Beschwerde kann aber als gelöst betrachtet werden.

Dear Gaukus,

I'm glad the payouts are processed regularly for you, and you can use your account normally.

When it comes to the bonuses, I understand that you would like to be able to claim some bonuses from time to time, but the casino administration can decide at their own discretion to enable or disable bonuses for each player. Sadly, this decision is solely theirs.

Anyway, as your winnings have been restored and you can continue using your account normally, and as per your confirmation, we consider your complaint to be successfully resolved.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru