V.Vegas Casino - Профилът на играча е блокиран.

The casino claims I broke their rules and they banned me permanently because of that. I don't know what I should have violated. I was not told that either.

Das Casino behauptet ich hätte gegen ihre Regeln verstoßen und sie haben mich deshalb dauerhaft gesperrt. Ich wüsste nicht wogegen ich verstoßen haben sollte. Das wurde mir auch nicht mitgeteilt.

Dear lutz,

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 have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to [email protected].

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

Hi there,

my account has been in existence for about a year. Account verification was successful. I played live games.

Hallo,

mein Konto besteht etwa seit einem Jahr. Die Kontoverifizierung war erfolgreich. Ich habe Live-Spiele gespielt.

Thank you very much, lutz, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lutz,

I have reviewed your case and understand the situation. I will try to contact the casino and see if I can help.

I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.

Vulkan Vegas, could you please elaborate on the reason for the account being blocked?

Dear Lutz,

I've checked the logs, and looks like the amount of 587 euros was paid in full on 25.10.2021 16:51:56 (UTC)

Please kindly let us know if you'd received the money and if the complaint is still actual.

Thank you in advance.

Kind regards

That's right, the amount has been transferred. The point is that I'm banned from blackjack. Without giving reasons.

Das ist richtig, der Betrag ist überwiesen. Es geht aber darum, dass ich für Blackjack gesperrt bin. Ohne Angabe von Gründen.

Dear Vulkan Vegas Casino,

Thank you for your response,

Are you able to provide any insight into the reason for blocking the account?

Hi all,

The account is blocked according to point 11.7 of T&Cs:

"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", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques) - the Company reserves the right to discontinue providing service in general and/or to limit the usage of a specific game type."

I believe Evolution has limited access on their side as well, so basically there is not much we can do.

But since all the money has been paid out - I believe the issue should be resolved. Please let me know if I can be of any further help.

Kind regards,

Alexander

Dear Alexander, 

Thank you for your cooperation in this matter, it is much appreciated.

Dear Lutz, 

We do not consider the use of the aforementioned techniques to be unfair, for more information see: https://casino.guru/card-counting-in-blackjack

However, no money has been confiscated and the casino has the right to stop the game and prohibit the player's future entrance to the casino as per their terms and conditions. 

As your balance has been paid to you, I'm afraid there is nothing further we can do in this case.

Kind regards, 

Adam