Good day, I won two Texas Hold'em games at Vulkan Vegas. I requested a payout of €6400. This money was cancelled because it supposedly had a system error in the game?. Vulkan Vegas has completely cancelled the €6400 and accuses me of allegedly exploiting the system error. How am I supposed to know that the game has a system error, just because I win?!

Please help me! What can I do against this?

Guten Tag,ich habe bei Vulkan Vegas bei zwei Texas Holdn Spielen gewonnen. Ich habe eine Auszahlung von 6400€ beantragt. Dieses Geld wurde storniert weil es angeblich im Spiel Systemfehler gab?!. Vulkan Vegas hat die kompletten 6400€ storniert und wirft mir vor das ich angeblich den Systemfehler ausgenutzt h?tte. Woher soll ich wissen das das Spiel ein Systemfehler hat, nur weil ich Gewinne?!

Bitte helfen Sie mir! Was kann ich dagegen tun.

Dear Svenja1406,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan Vegas Casino.

Please forward any relevant communication or screenshots along with your game history to [email protected].

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards

Veronika

Hello Veronika, Svenja1406

We can confirm that the amount of 6,363.02 EUR was deducted from player's balance in accordance with the T&Cs:

"16.3. If you are incorrectly awarded any winnings as a result of any human error or any bug, defect or error in the software, or the failure of the relevant games product or the software to operate in accordance with the rules of the relevant game ("Errors"), then the Company will not be liable to pay you any such winnings and shall immediately inform the Company of the error and you agree to refund any such winnings that may have been paid to you as a result of such error or mistake.

11.1.2.using an unfair advantage or influence, including the exploitation of bugs, loopholes or errors in our software, the use of automated players; or the exploitation of an "error";"

Starting from 26.01 and till 29.01 the games (listed below) contained a bug, where the player's balance was not being deducted, but the wins were always credited. Thus, around 144 players used this advantage and tried to gain the winnings via the existent bug. As a result, all the balances of such players were reverted to the state of "before the game initiation".

Games:

Texas Holdem Bonus

Texas Holdem Poker

Oasis Poker Classic

Poker Teen Patti

The author of the complaint started playing Texas Holdem Bonus game at 27.01.2024 07:25:21 with the balance of 38,05 EUR.

The player's balance is now 38,05 EUR accordingly.

Pardon for inconveniences caused.

Regards

Dear Vulkan Vegas Casino representative,

Thank you for reaching out to us and explaining the error that occurred in multiple games. Could you please provide me with a statement from the game provider confirming that there was a technical error?

Thank you very much in advance.

Hello Veronika

Sorry about the delay, we will update you shortly.

Regards

Since my colleague Stefan is already handling several complaints regarding this issue, I will now transfer the complaint to him ([email protected]). I wish you the best of luck, dear Svenja1406, and hope to see your problem being resolved to your satisfaction in the near future.

Hello Svenja1406,

My name is Stefan, and I will be taking over the complaint from now on.

Dear Vulkan Vegas Casino,

I'll be awaiting your reply regarding the statement from the game provider.

Hello Stefan

The e-mail was just sent.

Kind regards

Hello Svenja1406,

I received the evidence from the casino and the official statement from the game provider. It is clear that the exploitation of bugs, loopholes, or errors in the software happened on multiple accounts in certain games including your case. I noticed that for some bets, instead of deducting money, money was added to the account. The casino acted correctly and within its terms and conditions.

Could you comment on this?

Hello Stefan, thank you very much. But why can't I see it? From the game provider. And above all, I played for a long time. And I could no longer see my game history, only other games. Why? That was very strange. And I don't think it's okay that everything is just taken away. And now they're done with me?

Hallo Stefan, vielen Dank. Aber wieso bekomme ich da keine Einsicht? Vom Spiele Anbieter. Und vorallem habe ich lange gespielt. Und mein Spielverlauf konnte ich auch nicht mehr sehen nur andere Spiele. Warum? Das ist sehr komisch gewesen. Und ich finde es auch nicht in Ordnung das einfach alles weggenommen wird. Und jetzt sind die fertig mit mir?

Hello Svenja1406,

I cannot disclose the evidence outside of our conversation with the casino. The balance was returned to the point when you started to play the Texas Holdem Bonus game. We believe that this decision is more than fair.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.