Hello, I won approximately €11,000 from 26.01.24 to 27.01.24 and wanted to withdraw my winnings. Initially, the support team stated that my winnings were being reviewed. Later in the evening, my entire winnings were deducted, referring to clause 11.1 of the terms and conditions. I find it quite audacious to accuse me of fraud or the like. Honestly, I am flabbergasted and I would appreciate your assistance, thank you.

Hallo, ich habe vom 26.01.24 auf 27.01.24 ca. 11.000€ gewonnen und wollte mir meinen Gewinn auszahlen lassen. Erst hie? es vom Support,dass meine Gewinne gerade geprüft werde. Am sp?ten Nachmittag wurde mir dann der komplette Gewinn abgezogen und auf 11.1 der AGBs verwiesen. Ich finde es schon sehr frech mir Betrug oder dergleichen zu unterstellen. Ich bin ehrlich gesagt fassungslos und würde Sie um Hilfe bitten, danke

Hello Fab1985,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Yes, my details have been verified for over a year and I have already made several withdrawals, just not of this amount. I didn't use any bonus, the casino said there was a software problem etc. and refers to their terms and conditions, see screenshot.

Hallo Nick,

ja meine Daten sind seit über einem Jahr verifiziert und ich habe auch schon mehrere Auszahlungen get?tigt nur nicht in dieser H?he. Bonus habe ich keinen genutzt, dass Casino meinte, dass es ein Softwareproblem gegeben h?tte usw. und verweist ihre AGBs, siehe Screenshort.

Hello Nick,  Fab1985

We can confirm that the amount of -3,898,509.40 NOK 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 2024-01-26 23:53:11 with the balance of 1625,2 NOK.

The player's balance was modified to 1625,2 NOK accordingly.

Pardon for inconveniences caused.

Player opted for self-exclusion.

Regards

Hello,

Thanks for the quick reply, can you please explain to me what you mean by "self-exclusion decided"?

When I look at my transactions, if the bet was lost, it was also deducted. Furthermore, only €40.00 was credited back to me, not 1625.2 NOK which would be approx. €143.58.

Hallo,

danke für die Schnelle Antwort, k?nnen Sie mir bitte erkl?ren was Sie mit "Selbstausschluss entschieden" meinen?

Wenn ich mir meine Transaktionen anschaue wurde bei verlorenen Einsatz dieser auch abgezogen. Des Weitern wurden mir lediglich 40,00 € wieder gutgeschrieben nicht 1625,2 NOK was ca. 143,58 € w?ren.

Hello Fab1985,

As based on the betting history you provided your balance was deducted in case of loss, we will try to further investigate the case. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nick,

Thank you in advance.

Hallo Nick,

vielen Dank vorab.

Hello Fab1985,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in resolving this complaint.

Dear Vulkan Vegas Casino,

Could you provide us with the game provider's official statement from these games?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Stefan

The e-mail was just sent.

Kind regards

Hello Fab1985,

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 for your reply. OK, then everything went smoothly, so to speak, thank you for your efforts.

Hallo Stefan,

vielen Dank für Ihre Antwort. OK, dann ist sozusagen alles korregt gelaufen, danke für Ihre Bemühnungen.

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.