VodkaBet Casino: violating the self-exclusion rule
Complaint from Antispam36 to Vodka Bet Casino dated 10/9/24
Good day dear forum, in the previous complaint the casino did not want to cooperate, as a result of which I will recount an interesting story that has not yet appeared on this forum about this casino with absolutely all problems solved. To begin, I send the summary of this casino’s rules from the responsible gaming section. (If you have been diagnosed with a gambling addiction or you are trying to stay away from gambling for another reason, we want to help you stay away from anything that does you no good. “Self-exclusion” means that you voluntarily exclude yourself from all gambling services. This exclusion cannot be lifted for a specified period of time. If you want to voluntarily refuse to participate in gambling, please write to our support service and specify a period from 6 months to 5 years. They will also explain all the next steps and what is required from you. ● email. Please note that self-exclusion is permanent for the specified period of time and will not be canceled for your own protection. During self-exclusion you are not allowed to create a new account, and any attempt to create a new account during self-exclusion is a violation of our Terms of Service and may result in permanent blocking of your original account.)
AND NOW TO THE FACTS, on my first acquaintance with this casino 09.10.2023 (today, by the way, it’s been a year since I was on the Vodka casino site, and in the previous complaint Vodka said 2 months (so it lied, I will attach screenshots), I ask Vyacheslav to check information next time) I lost about 20k and wrote in the chat to block my account for gambling addiction permanently without the right to recovery as I do on all projects I’ve been to, some time passed in the thirst for gambling, I had nowhere to play I started going through casinos and came to Vodka, I was successfully unblocked on 05.08.2024, given the opportunity to play, withdraw, deposit, use bonuses as a result of which $1400 was lost. Although as you can read above their rules say otherwise! That’s Vodka’s dependency control. Also I repeatedly during play, after the unblocking of the gambling-blocked profile, blocked myself through their site about 5 times and then, not waiting for the term, wrote to support and they unblocked me again. I attach a screenshot of the first deposit so that, like in the previous complaint, the Vodka manager does not tell tales that I’ve been on the project for 2 months. Although it’s true 2 months after the unblocking due to dependency. Vodka casino you violated your own rules, your casino’s rules, I ask you to return the deposits of the negative balance of $1400 made after the unblocking of my gaming profile to my gaming account for further withdrawal.
Discussion process (51)
Complaint statistics against Vodka Bet Casino
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Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | October 9, 2024 at 10:03 AM |
| Last revision | January 22, 2025 at 4:05 PM |
| Views | 1286 |
Complaint Author
| Parameters | Vodka Bet Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
Antispam36
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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Complaint sent to the casino
Published: October 25, 2024
I ask you to intervene in this situation and clarify your opinion on this case – I believe the manager’s arguments are absurd and do not clarify what happened at all. The manager refers only to the fact that I didn’t write to the email and that blocking via chat is impossible. Although in fact I wrote to support that I was stuck and I was blocked after they took the stance that I’m a gambler, which is visible in the messages and the screenshot, and then they reopened the account and let me play, allowed opening multi-accounts – full steam ahead, so to speak, for losing money.
Published: October 15, 2024
A week has passed, the rep only wrote back that my account is blocked and can’t be unblocked through support, even though the screenshots prove the opposite. The casino also says I should have emailed them, and chat interactions carry no responsibility at all. The casino also suggests I email them saying I don’t have a problem with gambling, and then I can play again and get cashback (which contradicts what the rep said – that if I had emailed them first time instead of contacting casino support everything would be fine), even though the rules state otherwise. They unblocked me the first time, I lost $1,300, and now they want to give a second chance. The casino says completely opposite things within a minute, I don’t understand the project’s behavior at all. Vyacheslav, are there any discussions maybe between you and the project? You always give an objective point of view that I like to listen to. Could you comment?
Published: October 14, 2024
Vyacheslav, please take into account that the casino blocked my account through the website when I reported that I had an addiction, and it unblocked it in exactly the same way via chat. But now, in order to avoid responsibility, it gives an argument that is not backed by anything – that account blocking via chat is impossible and I should have handled everything by email. So how was my account blocked and unblocked in the first place? The representative clearly understands and can see the screenshots and how the blocking took place – why cling to the email issue instead of admitting an operator’s mistake or something else. If the casino hadn’t unblocked my account, there would be no problems now and no complaint. Please help return the funds lost due to the casino’s mistake in unblocking me. I’ll also note the fact that when the cashback arrived the day before yesterday – and it was fairly large – I again wrote to support asking them to unblock me so I could play with it, and they told me that if I emailed saying I was an independent account it would be unblocked again. That’s simply unacceptable, although the rules state that unblocking is impossible. If required, I will attach another screenshot as confirmation.
Published: October 14, 2024
I am asking you to analyze this complaint, if you even do that, I have nothing to add to this complaint, I believe I have made strong arguments.
I’m adding screenshots to the complaint to confirm what I said.
Notification was sent by you Vyacheslav 3 days ago, during which time I lost even more money I can’t stop, only an hour ago, until I wrote to them myself, the account block went through. Vodka Casino refuses to accept the fact of returning the funds, arguing that last time I was blocked for gambling addiction not via email but via the site chat, which in their words carries no seriousness. That’s such bullshit said by the casino! The account was blocked because of addiction, what the f…. difference whether they blocked me by email or chat. I ask for help in returning the funds, if my account hadn’t been unblocked I wouldn’t have accumulated new debts, I absolutely have nowhere else to play, until someone unblocks my account. If the casino cares about their status, and their words about responsible gaming, I hope for a positive resolution. Vyacheslav please leave at least some comment….
Vyacheslav, please influence the casino – their rules state that an account blocked for addiction will not be reopened. My account was blocked for addiction, and it was reopened. The casino simply refuses to follow the rules written by themselves and signed by the licensee!
Dear participants of the complaint!
We have not received any emails from you requesting a block due to gambling addiction.
It is not possible to block your account via chat.
Published: October 14, 2024
Your arguments in no way affect the arguments of the complaint, you blocked and unblocked via chat, email shouldn’t even be mentioned here, moreover the responsible gaming rules don’t say that I must write only to email, it states that I can contact support which I did. You interpret the rules and arguments however it’s convenient for you, without taking into account the actual facts of what happened and my points.
Published: October 14, 2024
You blocked the account via chat, which is confirmed by the messages from the chat, as well as the deposit history. And you unblocked it in exactly the same way via chat.
Exactly 2 weeks have passed – a casino that positioned itself as top and bought ads from streamers with huge audiences still can’t return the account balance after its own screw-up? Support is silent for days, you can’t get an answer. What are you striving for, dear s? If a player had broken your rules they’d be sent packing and the complaint would unquestionably be closed. But when a player was arbitrarily unblocked and allowed to lose money, suddenly “we’re not involved.” When will you start valuing your rating, following your own rules, and at least not ruining the reputation of the streamers who trust and promote you?
Please provide a screenshot of your email containing this request and the reason for the account being blocked.
Published: October 23, 2024
Dear, if I had that screenshot I would have attached it from the start when filing the complaint, but alas I clean my mail so my wife won’t find out. You can clearly see in the complaint screenshot that I wrote to support asking for a block, I was instructed, after which I told support that I had written, and I was successfully blocked. You seem to be a casino with a good reputation – if a misunderstanding happened on your end then give me back the money I lost after the unblocking
Published: October 25, 2024
We do not see your message with the request you specified in our official email.
Contacting the support chat means you are seeking guidance on questions that arise on the project.
You can get further instructions about account blocking specifically in the support chat.
But the decision itself about blocks and the discussion of its reasons can only be recorded via our official email.
Published: October 25, 2024
Even if we take your arguments into account, it’s clear that I contacted the chat asking for a block because of gambling addiction, after which you blocked my account (and it doesn’t matter, I think, whether I wrote to the email or not – you blocked me and treated me as a gambling addict) and then unblocked it. Let’s not start talking about the email now. If I had written to you in the chat and you hadn’t blocked me, I wouldn’t have even filed this complaint – I understand the nonsense of my messages, but you accepted the fact of my addiction and blocked me. Let’s be accountable for our actions, it’s getting ridiculous to read your copy‑paste from the rulebook, you don’t even want to look into this situation.
Published: October 25, 2024
Then why did you block my account? You can clearly see everything in the correspondence. I care least of all about your policy; you blocked me when I requested a block for gambling addiction, and then unblocked me. How you did that – with a message to my email or not – is already irrelevant. The fact that you blocked me means you accepted that I was dependent and enforced your rules, and then when you unblocked me you violated them. Your boilerplate replies from your policy compendium do not affect or resolve the situation
Day 16 is going on……..
Vyacheslav, can you intervene in the complaint? The casino is acting incompetently hiding behind email – I proved and laid out everything in the screenshots and description. The CASINO under no circumstances should have unblocked me, but no, they ignored that and are telling a fairy tale about email, and the fact that I was blocked via chat on the first contact and also unblocked on the first contact – nobody takes that into account. The casino rep is even trying to prove that his arguments somehow trump mine????? Does the rep even understand the gist of the whole situation, or read between the lines? This is not my first time with you, Vyacheslav, and I know that if the truth is on the casino’s side – like it was with AUF casino once – I wrote everything straight out, we shook hands with the manager and parted. BUT here nobody gives a damn who you are or what you are, complaints about this casino a year ago were that they wouldn’t unblock accounts on first request, and now it’s the opposite – they unblock them on the first request! The manager has been dragging this complaint out for a month and completely ignoring it – what are they hoping for? Give at least one argument why you’re doing well, you’re full of … I DEMAND THE RETURN OF THE MONEY within a short time!!!! Which were taken as loans, otherwise I’ll start writing reviews on other sites and bringing the situation to light across every possible forum. It’s sad that you can’t be held accountable for your actions! What services do you even want to provide to players! Support is silent for days, which means you don’t have instant blocking for addiction, even though they unblocked me in about 2 minutes. Vyacheslav, I’m contacting you again – the manager has resolved nothing in the 4 weeks since the complaint began, he didn’t even look into it, the casino is incompetent. GIVE A CONCLUSION – if the casino doesn’t want to pay, please put up a notice and lower the rating. They broke the rules and you understand that, their rules clearly state about unblocking dependent accounts, and I know how strictly you treat these issues, I think you’ll agree!
Published: October 29, 2024
The support chat specialist for our project does not have the ability to block your account.
A request to block an account must be sent to our official email for confirmation and to state the reason.
We do not see a block mark on your account for the reason you indicated, therefore your account was blocked without the reason you specified.
Regards,
Vodka bet Support Team
Published: October 30, 2024
From what you say my account couldn’t have been blocked by email – according to you I didn’t write, support has no authority. Looks like a superpower blocked me, the complaint situation can be renamed to a paranormal block. What are you smoking over there???
Published: October 30, 2024
At first you said that my account couldn’t have been blocked at all even though in fact it was blocked, now you say that my account was blocked but not due to notification, and you also don’t have any messages in the email. So how was it blocked then? There was no message to the email, support has no right to block – I’ll put it mildly, you are openly lying and are confused in your words. My screenshots and the chat transcript clearly confirm that I got stuck, after which I wrote to you by email and you blocked me, or you blocked me without an email. Stop lying in every reply, you give different accounts each time
Dear reader, today 30.10.2024 – it’s been almost a month since I filed a complaint. The outcome according to the manager, in sequence:
1) 14.10.2024 the support service cannot block the account
2) 23.10.2024 we don’t see any emails from you, blocking is only possible after a notification by email
3) 29.10.2024 your account was blocked not because of addiction
After my proofs that I wrote in chat that I’m addicted and asked for a block for addiction, they sent me to write to the email – I wrote (or didn’t write, a year has passed I don’t remember) and my account was blocked.
The manager in his statements first insists that there are no emails to the mailbox, support can’t block me. And then, a month after the complaint, he writes that yes, you were blocked but not for addiction, and your proofs mean nothing, since you didn’t write to the email. Meanwhile he insists, I repeat, that blocking is only possible if you write to the email. ahahahaha SCAMMERS. Just think about the absurdity of the manager’s thinking and logic.
And now attention!!!! Vyacheslav, I’ll add an interesting screenshot in color for you – after I contacted you at the start of the complaint, the casino blocked me for addiction for the second time (and they have no right to unblock me according to their rules which I quoted above). So I really wanted to take my cashback of 3500 and wrote to them again about unblocking – you’ll see the reply in the screenshot p s I mustered my willpower and didn’t write them what they wanted.
That’s how responsible gaming rules work) this screenshot confirms all my arguments in my favor that I made earlier. The claim that they can’t unblock an account blocked due to addiction is a lie on the manager’s part
Published: October 31, 2024
Dear player!
This check is a message from a support specialist from the internal chat in our casino.
The message is also forwarded to your email so you don’t miss the reply to your question.
This message is only an instruction to resolve your issue.
I see your new message in our mail on Oct 30 at 19:51, regarding which you received a negative response to your request for unblocking.
Published: October 31, 2024
Don’t call me a player, a player plays, and I’m a sick gambling addict who bets my last on you
Published: October 31, 2024
Yeah, I confirm that there was a negative response after a positive one. When you return the funds – because of your mistake in unblocking my account I lost money. If there had been no unblocking, there would have been no spent funds. You are the only ones so far who violated the self-exclusion process in relation to me, I ask you to urgently return the funds that were taken from microloan organizations. And you are commenting on the wrong messages.
Vyacheslav, there are already quite a few people reading this case and there will be more. I ask you to help with the refund; the manager doesn’t respond to inconvenient arguments at all, he’s simply not interested. Vyacheslav, this case has nothing to do with siding with the casino. I ask you to state in the complaint possible ways to resolve the issue for the manager, or to impose some sanctions on this casino by lowering its rating if they refuse to return the funds that were lost due to their mistake, and also for violating their own rules. I also noticed that the manager reacted instantly to the screenshot because he feels he’s on solid ground in this matter, and not floating in the ocean among the arguments listed above in the complaint. A casino with a good rating is behaving like a no-name casino. It’s sad…… the issue is $1,300 that were lost after unblocking the dependent account, apparently that money matters to them – they probably pay off loans at my expense too.
Vyacheslav, will the casino return the funds or does it not care about all this and couldn’t give a damn about responsible gambling? It’s been almost a month, I haven’t heard anything substantiated from the casino’s side – maybe you have more detailed information?
We recommend contacting the support service of your email provider with a request to restore deleted messages.
As soon as you provide the supporting information, we will definitely review your request.
Sincerely,
Vodka bet Support Team
Published: November 5, 2024
1. It’s impossible to recover deleted emails.
2. What we see from the chat correspondence with support.
– Block my account, I’m addicted to betting
– write to our email
– wrote
– wait
And after that my account was blocked
A year later it was unblocked
You do understand that my account was blocked in this sequence.
I admit it may have been like this:
– block my account, I’m addicted to betting
– write to the email
– wrote
But in fact, suppose I didn’t write, yet my account was still blocked after the chat notification about the addiction.
In either of the two ways my account was blocked I notified the casino about the addiction. If you claim that blocking is only possible after notification by email then you yourself confirm the fact that I wrote to your email after speaking with support in the chat and requesting a block due to addiction and the demand for a message which I will never be able to restore is unethical. If you suspect that the block happened without notifying you by email, then it means it was done at the initiative of support who were also informed about the addiction. In either of the two scenarios you knew that I was addicted
Published: November 6, 2024
If a message had been sent to the email with the stated reason, a note would have been placed on your account that the security team cannot ignore.
At the moment your account is blocked due to gambling addiction. You have already confirmed this by sending a message to the email and receiving a negative reply about your unblocking.
Sincerely
The Vodka bet support team
Published: November 7, 2024
If you had followed the rules I would not have been unblocked, you blocked me after a notification in the chat that I was frozen without a notification by email, you yourselves violate your rules, and then to the whole forum you say that blocking is possible only with notification by email. You yourselves block without that letter, provide the letter that I wrote to you by email about the blocking without a reason for being frozen, I provided my proof from the chat. Not a single one of your words is backed by any proof, you just talk nonsense relying on blocking rules that you yourselves did not follow neither when blocking the account nor when unblocking the account.
Maybe you’re misunderstanding something, let me try another way. You are a decent casino – I have no complaints about the site’s functionality or tact in resolving issues – but I really am a gambling addict, you can check that from the history of my complaints, and I really wrote to you, as you can see from the correspondence. The email is a formality you latched onto; after a year I naturally don’t have the email and there’s no way to recover it specifically on Gmail, and you also don’t have the email according to your words above, but the account was blocked after I wrote in chat and reported that I was stuck/addicted, and that’s a fact. I ask you to compensate my funds so I can return them to paying off loans. My life is a continuous chain of losing money without the ability to self-control, and it’s loan money at that. I’m sure you will be understanding, and we can finally stop talking about the email. You understand, I’m sure you know the whole situation.
Vyacheslav, please join this complaint! 1) I see the outcome of the complaint as a refund
2) they don’t want to return the money – please lower the casino’s rating! Not a single word from the manager is backed by any proof! They block without notifying by the player’s email, they block via chat – and this after I reported an addiction – and they also unblock, and now they’re talking about some rules. LET THEM AT LEAST SHOW PROOF that I wrote to their email just about a block in October 2023. How was my account blocked so that they didn’t even put a problem-gambler tag on the account. Apart from saying in chat that I was addicted, I didn’t contact them. I DEMAND at least one proof from the casino – will their empty talk continue forever????
Unfortunately, you have not provided confirmation of the message about your request to block the account for the reason “gambling addiction”.
We also do not see such a message.
In that case, a refund is not possible.
If you had indicated that reason, we would certainly have paid attention to it.
Published: November 14, 2024
Unfortunately you also didn’t provide a confirming message that my account was blocked not due to gambling addiction, you didn’t provide any proof at all.
This message and proof are not visible to the entire Latest platform and those reading this case.
In that case I recommend returning the funds.
If you had provided proof of my account being blocked via an email message without stating it was due to gambling addiction, I would have asked the Latest platform to close the complaint in your favor.
But in this case it’s just your words, not backed up by anything.
Representative of the casino vodka, provide proof on what grounds you blocked my account the first time in October 2023 if you claim that a block is only possible via the email I didn’t notify you from about my addiction. That means you must have a message from me asking for a block without addiction, which would confirm your current empty talk. If you don’t have such proof, then you have nothing at all to counter my arguments and proofs when I told you in chat that I was addicted and received a block. Dear forum Latest, please lower the casino’s rating with an appropriate note if the manager has no proof; this case has been dragging on for one and a half months, the casino administration stubbornly doesn’t want to resolve this case, testing patience for who knows what reason.
We have started using a new service to communicate with players.
Because of this update we cannot find out what exactly was written in your message. However, you can do that.
With each request to the mail there is a clarification of the reason for the account suspension, which is indicated in your profile as a “note”.
There was no such note on your account.
Regards,
Vodka bet Support Team
Published: December 5, 2024
Scammers, what’s with my money?
Published: November 19, 2024
Look for the letter if you don’t want to pay, I’ll repeat once again – apart from words from you there are no proofs. In two days I’ll start pushing this issue wherever I can, I’ve got plenty of time now. Those $1300 that I lost because of your fraudulent moves will stick in your casino’s rating like a bone in the throat. And never write that some letter of yours got lost, unless you’re not in your right mind? You pay insane money for licenses, to payment processors, to providers, and you’re spouting that you don’t have a database? You then sell off and squander that database which results in new casino players getting spammed. And if you did lose something, then be so kind as to respond since there are no proofs. There’s no point arguing with crooks anymore, it’s just wasting life resources. Vyacheslav, can this case be closed as unresolved, with a rating downgrade?
Published: November 19, 2024
The fact that you’re using a new service and you don’t have the email is your problem. A year has passed since my account was blocked the first time – that’s a short period.
However the casino unblocks me, it must back up its arguments with proofs and fight for its case the way I did! I wrote in the chat that I’m addicted and got blocked, to which the argument followed that a block is only possible via email! Then provide proof from the email that I wrote to you just about a block without indicating the reason was addiction. You don’t have such proof, because the block was carried out after the notification in the chat about the addiction-whether by your manager’s mistake or higher powers doesn’t matter anymore! I demand a refund, don’t make the public laugh with empty answers
The weeks-long silence on this case is incomprehensible. I would understand if the manager wrote that they’re looking into something or figuring something out, but for 2 months the manager keeps replying pointlessly off-topic without proofs, it’s unclear what they’re counting on – and only once a week at best. The casino doesn’t deserve a rating; it doesn’t give proper treatment to a customer when it comes to responsible gambling. Vyacheslav, after 10 days I want to reach out to you again: if the casino stubbornly refuses to return the money for their screw-up, maybe it makes sense to close the complaint as unresolved and lower the casino’s rating? You probably see, as I do, that the casino has no intention of resolving this situation – they’ve already made up their mind and don’t care what happens outside their decision.
There have been no replies or comments for a month now – neither from the casino nor from the Latest team. Is it possible to find out what the reason is?
Published: December 17, 2024
Your question is still being discussed
Published: December 23, 2024
Got it, Vyacheslav – yeah, they’re scammers, they don’t deserve to have a responsible gaming section or a license. It’s sad that a platform like that behaves this way. I also deposited on my 2nd account and lost two weeks ago. The self-exclusion isn’t set up at all, they don’t give a damn, the site is built to take your money by any means.
Happy New Year Vyacheslav and the whole Latest team – all the best to you this year and more strength! And don’t waste your energy, let the complaint remain unresolved with a rating downgrade and all the consequences. The casino showed itself, scammers.. not a single proof, not a single argument on the merits of the complaint. only copy-paste replies that our house is on the edge, I’m not a scammer and not some kind of moron, I described everything factually and proved it all with screenshots of what happened. They ignored all of that, it’s been more than 3 months since the complaint. What should I expect next? What’s being discussed? Questions of this nature aren’t resolved for 3 months, it’s stalling into emptiness
Is the casino management waiting for me to grow old and die? Hahaha, a 4-month-long discussion about what? I understand that I’m not the owner of this site, but I’m not very perceptive and my outlook is narrow, maybe they’ve got some super schemes going on. The casino violated the self-exclusion right, didn’t provide a single proof. What are we waiting for??? I lost $1300 – that’s not small money, I get that gamblers don’t care, but not that much.
What we have in the final analysis
I personally know that this user is a gambling addict and has repeatedly received bans on our site for that reason
At the same time, the player has no proofs of contacting this casino about this problem, just as the casino has no proofs about the player
Based on my words, the complaint is closed as unresolved