Good morning. Casino Vulkan Vegas blocked my account with a withdrawal of around 2000 euros. When I contacted the support, I asked why I can't log in to my account? After a while, the lady wrote back that the account was blocked because of playing with a bonus and I broke the rules in this game I asked if she could show me an example on which game I broke the rules? The lady wrote back after a while that she would not show me an example of breaking the rules and that's it. I wrote that I have the right to know where I broke the rules? can close the player's account at any time without giving a reason. I wrote that if I have no questions, it closes the chat.

I verified my [email protected] account on June 21, 2023. I played before with and without bonus. On June 21, I got paid.

On September 1, I made a deposit with a bonus. I couldn't turn over the bonus and I lost the money. In a few hours I made a deposit without a bonus and I managed to win money. I couldn't withdraw it because the casino blocked my account, claiming that I was playing with the bonus and breaking the regulations .

Have I violated these rules that much? The bonus money was lost so the casino did not suffer losses. I won the money not in the game with the bonus but on the next deposit without playing with the bonus. That's why Vulkan casino took my money for playing without bonus money.. Game the bonus had nothing to do with the next deposit. I am asking for help in this matter. I am an honest player and I don't even know when I could have broken the rules of the bonus that I did not trade anyway. Please help.

Dear agnezvul,

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

Could you please specify what kind of bonus did you play with? Please send me the link or the name of the bonus.

Can you please confirm if your balance was zero when you decided to make another deposit?

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

Hello Veronika

According to T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

The player was postponing the bonus rounds in the game "Big Bounty Bill BoomBoom" by playing with a bonus balance, and afterward was collecting the reward to the real money balance.

The unblocking of the account is available after returning of all the winnings by the player (around 3k eur)

Regards

Hello to the gentleman from the Guru CASINO and the gentleman from the Vulkan Casino. From what I remember, it was a code for 200% of the deposit. I received the code from a Facebook group. It was written that the CODE was valid. I tried to redeem the BONUS but it didn't work. I was very angry. because I lost a big deposit. I was thinking for a long time whether I should play again because I had no luck. I made a deposit for real money because I didn't know any other bonus code. I REMEMBER THAT WITH A BIT OF LUCK I MANAGED TO WIN A COUPLE OF BETS BECAUSE THE FATE WAS REVERSED FOR A MOMENT. In the game with a bonus and with the real balance I lost all the money, I can't show the betting history because I don't have access to the account, I'M NOT A GAMBLER AND I DON'T UNDERSTAND THE WORDS OF THE MAN FROM VULKLAN CASINO: SET OFF BONUS ROUNDS IN ORDER TO MAKE MONEY ::;is such a thing possible? Never in my life I haven't heard of such a thing, In my faceebok group, everyone brags about the bonus wagering, I really have no idea how a game like this is related'

At the beginning, the lady from the Vulkan support pointed out in the chat that I had broken the regulations by playing with bets above 5 euros and doubling them with bonus funds, the lady from the support emphasized the words that "this is why my accounts with a balance are taken away" AND HERE THE MAN FROM VULKAN STILL SAYS THAT FOR GAMES. BONUS.

Please look at the screenshot. When I asked for proof, the lady wrote that I would not show proof of breaking the regulations AND SHE WROTE THAT IN ACCORDANCE WITH THE REGULATIONS, VULKAN MAY CLOSE THE PLAYER'S ACCOUNT AT ANY TIME. TAKE THE BALANCE WITHOUT THE POSSIBILITY OF PROVIDING PROOF, PLEASE SEE THE SCREEN SHOT.

AND NOW THE MAN FROM VULKAN CASINO CHANGES THE OBJECTION BY DESCRIBING SOME DEPOSITION OF BONUS ROUNDS? I don't know much about the bonus regulations, but I'd like to take this opportunity to ask: Is there any other way to break the bonus rules? So far, I've learned two ways... playing with bonus funds. j 5 euros and putting aside some rounds of the game,,,AND THE MAN FROM THE CASINO WANTS ME TO GIVE BACK 3,000 EURO???WHAT IS THIS PENALTY?I lost a deposit of about 900 euros... Vulkan casino took my balance with withdrawal of about 2,000 euros and they still want the next 3,000 euros????I THINK I'M GOING TO HAVE A HEART ATTACK READING ALL THIS..If I had known that I would have such problems at the Vulkan CASINO because of the winnings.I would never have made a deposit.When I saw the Vulkan range.I thought to myself, what a nice casino? ??And now it turns out that it's not so cool. My Facebook group has about 20,000 people. Half of them are very surprised by this attitude of the Vulkan casino. I can't even explain to them exactly how I broke the rules because it didn't occur to me. So many of my words and translations, I am asking for help because I still do not believe that all this happened.

1 SCREEN SCREEN WHERE THE LADY WRITES ABOUT EXCEEDING THE BET OF 5 EURO ON THE BONUS SPIN AND QUOTES "WE WILL TAKE YOUR ACCOUNT WITH THE BALANCE FOR THIS BREAKING OF THE REGULATIONS

 Witam pana z KASYNA Guru oraz Pana z Kasyna Vulkan.z tego co pamietam to byl to kod na 200% od depozytu.Kod otrzymalam z grupy na Facebook.Bylo napisane ze KOD jest aktualny.Probowalam obrocic BONUS ale nie udalo sie.Bylam bardzo zla bo przegralam duzy depozyt.Myslalam dluzszy czas czy jeszce zagrac bo nie mialam sczecia.Zrobilam depozyt za real pieniadze bo nie znalam innego kodu bonusowego.PAMIETAM ZE Z ODROBINA SZCZESCIA UDALO MI SIE WYGRAC PARE ZAKLADOW BO LOS NA CHWILE SIE ODWROCIL.W grze Z bonusem i realnym saldem przegralam wszystkie pieniadze,Nie moge pokazac histori zakladow bo nie mam dostepu do konta,NIE JESTEM HAZARDZISTKA I NIE ROZUMIEM SLOW PANA Z KASYNA VULKLAN :ODKLADANIE RUND BONUSOWYCH W CELU ZROBIENIA PIENIEDZY ::;to takie cos jest mozliwe?Nigdy w zyciu nie slyszalam o takim czyms,W mojej grupe na faceebok kazdy chwali sie obrotem bonusu,Naprawde nie mam pojecia jak taka gra jest powiazana'

Na poczatku pani z suportu Vulkan zaznaczyla na czacie ze zlamalam regulamin grajac zakladami pozwyzej 5 euro i podwajajac je srodkami bonusowymi,  Pani z suportu podkresla slowa ze "wlasnie za to zostaje mi zabrane kontom z saldem "A TUTAJ PAN Z VULKANA JEDNAK TWIERDZI ZE ZA GRY BONUSOWE.

Prosze spojrzec na zrzut ekranu.Gdy poprosilam o dowod Pani napisala ze nie pokaze dowodu zlamania regulaminu'I NAPISALA ZE ZGODNIE Z REGULAMINEM VULKAN MOZE W KAZDEJ CHWILI ZAMKNAC KONTO GRACZA .ZABRAC SALDO BEZ MOZLIWOSCI PRZEDSTAWIENIA DOWODU, PROSZE ZOBACZYC ZRZUT EKRANU.

A TERAZ PAN Z KASYNA VULKAN ZMIENIA ZARZUT OPISUJAC JAKIES ODKLADANIE RUND BONUSOWYCH?Nie znam sie dokladnie na regulaminie bonusowym,KOZYSTAJAC Z OKAZJI MAM PYTANIE ?CZY MOZNA JESZCzE W JAKIS SPOSOB ZLAMAC REGULAMIN BONUSOWY?Narazie poznalam dwa sposoby ...granie srodkami bonusowymi pozyzej 5 euro oraz odkladanie jakis rund gry,,,I JESZCE PAN Z KASYNA CHCE ABYM ODDALA 3 TYS EURO???CO TO ZA KARA?Przegralam depozyt okolo 900 euro ...kasyno Vulkan zabralo mi saldo z wyplata okolo 2 tysiace euro i jeszcze chca nastepnych 3 tysiace euro????CHYBA ZARAZ ZAWALU SERCA DOSTANE CZYTAJAC TO WSZYSTKO..Gdy bym wiedziala ze z powodu wygranej czekaja mnie takie problemy w KASYNIE Vulkan.Nigdy nie zrobilam bym depozytu.Gdy zobaczylam range Vulkana .Mysle sobie ale fajne kasyno ???A teraz okazuje sie ze nie takie fajne.Moja grupa na faccebok ma okolo 20 tys osob.Polowa z nich jest bardzo zdziwiona taka postawa kasyna Vulkan.Nawet nie potrafie im dokladnie wyjasnic jak zlamalam regulamin bo nie przyszlo mi to na mysl. ,TYLE MOICH SLOW i TLUMACZEN,PROSZE O POMOC BO DALEJ NIE WIERZE ZE TO WSZYSTKO SIE STALO.

1 ZRZUT W EKRANU GDZIE PANI PISZE O PRZEKROCZENIU STAWKI 5 EURO NA OBROCIE BONUSU I CYTUJE"..WLASNIE ZA TO ZLAMANIE REGULAMINU ZABIERAMY PANI KONTO Z SALDEM

Dear agezvul,

I checked the bonus T&Cs and this is what I found:

12.The maximum bet allowed when playing with bonus money is 5 EUR/USD/CAD/NZD, 350 RUB, 150 UAH/THB, 500 JPY/INR/ARS, 20 PLN/RON/PEN, 3500 CLP, 130 CZK/MXN, 2000 KZT/HUF, 25 BRL/DKK, 20000 COP, 250 PHP, 130000 VND, 50 NOK per spin (incl. doubling (risk-game)) until your wagering requirements have been completed. The in-game "buy-feature" purchasing counts as a spin. Violation of this rule at any stage of the gameplay regardless of the game outcome will lead to cancellation of all player’s balances (real and bonus balances) and/ or to account closure. The decision is made entirely at the discretion of VulkanVegas administration.

18.It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance.

Our position towards max bets is closely explained in Fair Gambling Codex. The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected]. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

I understand these regulations. When playing in a casino with a bonus, the software or system should automatically block games with a higher stake. While playing, I encountered such a case. I was playing in Vulkan Vegas. I unknowingly turned on the stake above 5 euros, but the game was immediately blocked. I received the information from support live .Since the VULKAN Vegas software does not allow this. When I wrote a request for help here, the Casino wrote that I used the bonus in the Big Bounty Bill BoomBoom game and saved up the bonus rounds, I have no idea if I actually played this game. I also don't know rules for depositing rounds, I have not broken the rules consciously in order to withdraw the bonus or by fraud. I am a beginner and honest player. I cannot show the rounds from the game because my account has been blocked, Regards

Rozumiem ten regulamin.Grajac w kasynie z bonusem .Oprogramowanie lub system powinien automatycznie blokowac gry na wyzszej stawce.Sama grajac spotkalam taki przypadek.Gralam w vulkan vegas .Nie swiadomie wlaczylam stawke pozyzej 5 euro ale odrazu gra zostala zablokowana.Informacjie dostalam od suport live.Skoro oprogramowanie VULKAN Vegas nie pozwala na to.Gdy napisalam tutaj prosbe o pomoc,To Kasyno napisalo ze kozystalam z bonusu w grze Big Bounty Bill BoomBoom i odkladalam rundy bonusowe,,,nie mam pojecia czy akurat gralam w ta gre.Nie znam tez zasady odkladania rund,Nie zlamalam regulaminu swiadomie w celu odbrotu bonusu czy tez oszustwie.Jestem poczatkujacym graczem i uczciwym.Nie moge pokazac rund z gry bo,Moje konto zostalo zablokowane,Pozdrawiam

Hello,

We can confirm, the player did not bet over 5 eur with a bonus, since it is technically impossible.

The reason for blocking the account was mentioned above:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

The player was postponing the bonus rounds in the game "Big Bounty Bill BoomBoom" by playing with a bonus balance, and afterward was collecting the reward to the real money balance.

The unblocking of the account is available after returning of all the winnings by the player (around 3k eur)

Kind regards

HELLO, DEAR VULKAN, WHEN I COULDN'T LOG IN TO THE ACCOUNT. I WROTE TO SUPPORT AND RECEIVED A FRAGMENT OF THE REGULATIONS AND A SPECIFIC PARAGRAPH ABOUT EXCEEDING THE RATE, MRS. INGA WROTE THAT THAT'S WHY MY ACCOUNT WAS BLOCKED. DEAR VULKAN, YOU WROTE THAT I POSTED BONUS ROUNDS IN THE ABOVE-WRITTEN GAME. SINCE THE MAX BET IS EUR 5 AND THE LOWEST IS PROBABLY EUR 0.20, is it possible to win EUR 3,000 in one game at such low stakes? HOW WOULD IT BE POSSIBLE? ALL THE PLAYERS DID NOT SPOT THE BONUS, THEY JUST POSTPONE THESE ROUNDS AS YOU WROTE ABOVE. YOU CAN WIN IF YOU KNOW THE SLOTS WELL AND HAVE A LOT OF LUCK AND WE KNOW MUCH MORE THAT IN SUCH A SITUATION WITH THE CASINO, WE PLAYERS HAVE NO CHANCE TO DO ANYTHING DO,, BECAUSE THE CASINO IS ALWAYS RIGHT. VULKANIE CARE ABOUT MY ACCOUNT BUT I CAN'T fess up to something I didn't do, especially not consciously. I don't feel guilty. I suggest returning my account and 50% of my payment. That's all I can do. agree and forget about the matter, GREETINGS

WITAM,DROGI VULKANIE GDY TYLKO NIE MOGLAM SIE ZALOGOWAC DO KONTA .NAPISALAM DO SUPORTU I OTRZYMALAM FRAGMENT REGULAMINU A WYSZCZEGOLNIONYM PARAGRAFEM O PRZEKROCZENIU STAWKI,PANI INGA NAPISALA ZE WLASNIE ZA TO MAM ZABLOKOWANE KONTO. DROGI VULKANIE NAPISALES ZE ODKLADALAM RUNDY BONUSOWE W WYZEJ NAPISANEJ GRZE.SKORO MAX ZAKLAD JEST 5 EURO A NAJNIZSZY CHYBA 0,20 euro .czy to jest mozliwe aby na tak niskich stawkach wygrac w jednej grze 3 000 euro??.JAK BY TO BYLO MOZLIWE TO WSZYSCY GRACZE NIE ROBILI OBROTU BONUSU TYLKO ,,,,ODKLADALI TE RUNDY JAK NAPISALES WYZEJ.MOZNA WYGRAJ JEZELI DOBRZE ZNA SIE SLOTA I DUZO SZCZECIA I O WIELE WIEKLSZE WIADOMO ZE W TAKIEJ SYTUACJI Z KASYNEM ;MY GRACZE NIE MAMY SZANS ABY COKOLWIEK ZROBIC,,BO ZAWSZE KASYNO MA RACJIE.VULKANIE ZALEZY MI NA MOIM KONCIE ALE NIE MOGE PRZYZNAC SIE DO CZEGOS ,CO NIE ZROBILAM,A TYM BARDZIEJ NAWET NIE SWIADOMIE.CZUJE SIE NIE WINNA .PROPONUJE ZWROT KONTA I 50% ZMOJEJ WYPLATY,Na tyle moge sie ewentualnie zgodzic i zapomniec o sprawie,POZDRAWIAM

Dear agnezvul

Apologies for the wrong point of T&Cs specified by the operator, since it was mixed up with the EN version of terms. The correct reason for blocking was specified above.

Kind regards

DEAR VULKAN, YOU CAN'T MISTAKE IN SUCH A MATTER. I THINK THAT IF I COULD PRESENT THE BETTING HISTORY AND PROVE THAT I DIDN'T MISS THE BONUS ROUNDS AND WON HONESTLY, SOMETHING DIFFERENTLY WOULD APPEAR ON YOUR SIDE, THAT'S WHY I DON'T KNOW ANYTHING CASINOS AND I CAN'T DO ANYTHING TO YOU. I PROPOSE AGAIN: "I don't feel guilty and I expect her to give me back my account and 50% of my salary." REGARDS

DROGI VULKANIE.NIE MOZNA SIE POMYLIC W TAKIEJ SPRAWIE.MYSLE ZE JAK BYM MOGLA PRZEDSTAWIC HISTORIE ZAKLADOW I UDOWODNIC ZE NIE PRZESOWALAM RUND Z BONUSOWYCH,A POIENIADZE WYGRALAM UCZCIWIE,ZAPEWNIE COS INNEGO POJAWILO BY SIE Z WASZEJ STRONY,DLATEGO JA NIE ZNAM SIE NA KASYNACH I NIC WAM NIE MOGE ZROBIC.JESZCZE RAZ PROPONUJE ?Nie czuje sie winna i oczekuje oddanie mi konta oraz 50% MOJEJ WYPLATY? POZDRAWIAM 

Dear agnezvul,

I apologize but delaying bonus rounds is strictly against bonus terms and conditions and we consider it a valid reason to confiscate a player's winnings. Due to this reason, your 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.