Vauhdikas Casino - Τα κέρδη του παίκτη κατάσχονται.

Vauhdikas casino refuses to pay me the €6470 I won in full honesty, claiming in a completely ridiculous way that I used a VPN. This is not true, and I have only played on my iphone 14 pro and ipad, using wifi and mobile connection. I played directly by logging into their website in the Safari browser.

Attached is their original message on the matter, and note that they even call me Eetus in this dubiously fraudulent message, even though my name is Santtu.

I told them I was ready to take the matter to court, but they stubbornly refused to pay. I have lost large sums of money to the casino in the past, so it is very shocking to see that even though they are happy to accept losses, they try to avoid paying out winnings by any means: even by cheating the customer and inventing violations.

Vauhdikas -kasino kieltäytyy maksamasta minulle täysin rehellisesti voittamaani 6470€ summaa, väittäen täysin naurettavalla tavalla käyttäneeni VPN:ää. Tämä ei pidä paikkansa, ja olen pelannut pelkästään iphone 14 pro:llani sekä ipadilla, käyttäen wifi- ja mobiiliyhteyttä. Pelasin suoraan kirjautumalla heidän sivuilleen Safari-selaimessa.

Ohessa liitteenä heidän alkuperäinen viesti asiasta, ja huomatkaa, että he kutsuvat minua jopa tässä hämäräperäisessä huijaukselta tuntuvassa viestissä Eetuksi, vaikka nimeni on Santtu.

Sanoin heille että olen valmis viemään vaikka asian oikeuteen, mutta he jääräpäisesti kieltäytyvät maksamasta. Olen hävinnyt aiemmin isoja summia kasinolle, joten on erittäin järkyttävää nähdä, että vaikka häviöt otetaan mielellään vastaan yritetään voittojen maksulta välttyä keinolla millä hyvänsä: jopa asiakasta huijaamalla ja keksimällä rikkeitä.

Hello SanttuKu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vauhdikas 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?
• Did you ever access the casino website from abroad?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, and thanks for the reply. I won the entire amount with real money, and I was playing all the time in Finland on top of that. I deposited €30 on Sunday or Monday, and I was playing only on my phone and iPad, no money, and neither of them have VPN. I have played on a fast laptop before, but these winnings were made with money that was played purely on my phone via Safari and on my iPad.

I'm not sure if the account is officially verified, as the casino usually asks for it when making a withdrawal if necessary, and this hasn't happened. At least I haven't posted pictures of IDs or anything yet, but I'm ready to do it upon request!

I last spoke to the casino's VIP account manager yesterday, who spoke vaguely about the withdrawal of winnings yesterday, even calling me by a completely different name at the beginning of the message, Eetus, which initially made me think the message was a scam. He was rude in that he offered nothing but the same argument, and made it clear that the matter was not to be discussed any further, as it had been dealt with to the end.

The reason I'm so shocked by this is that the casino customer service representative was so rude and said the matter was resolved, even though the claim itself is not even true. I haven't been using a VPN, that's clear, and I don't know why their system is claiming that, but there's something strange here.

I am confused and angry, because I have played numerous times at Vauhdikkaa, and they have happily accepted deposits that I have lost, but as soon as I win, they refuse to pay.

Kind regards

Santa

Ps. At least the vpn detector in safari doesn't detect any reason to suspect what the casino is accusing you of.

Hei, ja kiitos vastauksesta. Voitin koko summan oikealla rahalla, ja pelasin koko ajan vielä kaiken lisäksi Suomessa. Talletin 30€ sunnuntaina tai maanantaina, ja pelasin pelkästään puhelimella ja ipadilla näytä rahoja, eikä kummassakaan ole käytössä VPN. Joskus aiemmin olen pelannut vauhdikkaalla läppärillä, mutta nämä voitot saatiin rahoilla jotka pelattiin puhtaasti puhelimella safarin kautta ja ipadilla.

En ole varma onko tili vahvistettu virallisesti, sillä yleensä kasino pyytää sitä noston yhteydessä mikäli tarvis, eikä näin ole käynyt. En ole ainakaan kuvia laittanut vielä henkilötodistuksista tai muista, mutta olen valmis sen tekemään pyynnöstä!

Puhuin viimeksi eilen kasinon VIP-tilinhoitajan kanssa, joka voittojen perumisesta eilen kertoi hämärällä tavalla, kutsuen viestin alussa minua jopa täysin toisella nimellä, Eetuksi, joka sai minut aluksi luulemaan viestiä huijaukseksi. Hän oli siinä mielessä töykeä ettei tarjonnut muuta kuin saman väitteen, ja antoi ymmärtää ettei asiasta enää keskustella, sillä se on loppuun käsitelty.

Syy miksi olen tästä niin shokissa on, että kasinon asiakaspalvelija otti sen verran töykeän asenteen, ja sanoi asian olevan loppuun käsitelty, vaikka itse väite ei edes pidä paikkaansa. Minun puoleltani ei ole ollut käytössä vpn, se on selkeä, enkä tiedä miksi heidän järjestelmänsä väittää sellaista, mutta jotain outoa tässä on.

Olen ymmälläni ja tuohtunut, sillä olen pelannut lukuisia kertoja Vauhdikkaalla, ja he ovat tyytyväisenä ottaneet vastaan talletukset jotka olen hävinnyt, mutta heti voiton tullen kieltäytyvät maksamasta.

Ystävällisin terveisin

Santtu

Ps. vpn detector safarissa ei ainakaan havaitse mitään syytä epäillä sitä, mistä kasino syyttää

Futher info: Since last Wednesday, they have stopped responding entirely. We have done some further investigation, and it seems this is hardly an isolated incident even in Finland concerning this particular casino, making this case all the more important in regards future offenses in their part.

They have provided absolutely no proof, and our law says the rule isn't even relevant in regards paying winnings, since it cannot have affected the probabilities unfairly. The rule of not hiding one's location has nothing to do with winnings when it's not done with the intention of illegal activity, for example criminal money laundry etc. This can be proven by us with hard evidence in court if necessary, and I have therefore asked them today to kindly assess the most beneficial action for everyone: paying the winnings of mine that are fully legit and won fairly, and avoid the unnecessary legal fees that are guaranteed to be large considering how outrageous and questionable this case is against Vauhdikas and their actions.

The whole case rests on a false claim of breaking a rule that's in itself irrelevant to payment of legitimately acquired winnings, and is guaranteed to proceed to court of they keep refusing cooperation. We truly want to avoid pressing charges, and are firmly suggesting a settlement of paying the honestly won sum in its entirety.

With regards,

Santtu Ku*****

Thank you SanttuKu for all the information provided so far. As we need further evidence from the casino regarding the usage of VPN, I will be now forwarding your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much. I have found similar complaints of them using this strategy to avoid paying wins to other players as well, with them never having used any vpn.

And if this goes to court, which it does if they keep refusing, I have contacted Apple and will request a history of my ip, location history and settings from which it is possible to prove beyond any doubt the issue isn’t at my end.

Hello SanttuKu,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Vauhdikas Casino to join the conversation.

Dear Vauhdikas Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at [email protected]

Thank you

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.

If the casino fails to respond it is either withdrawing information or doesn’t have any, which is blatant fraud at that point since their accusations cost me 6,5 thousand it goes to court and MGA, which will bring them to justice. I suggest paying immediately to avoid this, on top of media attention, since a casino that’s just blatantly scamming its customers is people’s right to know.

And a question to casino guru: In case they won't respond accordingly, showcasing their lack of evidence, what would you suggest for the next step if they also refuse to pay or comment? Should we go straight to legal action, because we are willing to if necessary? I am starting to lose patience, since it's been almost a month and they haven't paid what is a legitimate fair win, and therefore act criminally by not cooperating with evidence or payment. Thank you

Dear SanttuKu,

I wanted to inform you that I have made contact with the casino representative, and your case is currently under review by the appropriate department. I anticipate receiving further details soon, and hopefully, the situation will be clarified. I kindly ask for your patience.

Should you feel the need to escalate your case further, you certainly have that option.

As can be seen in the casino's terms and conditions section 18. DISPUTE RESOLUTION:

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at [email protected].

Additional recourse is provided to you through the Malta Gaming Authority ("MGA"), whereby you are entitled to forward your dispute by filling a complaint form at http://www.mga.org.mt/support/online-gaming-support/, or dialing +356 2546 9000. 

Kindly inform me if you are open to waiting for our assistance or how you would prefer to proceed.

Hi, and thank you for the fast response.

We can for now try to solve this issue here so no other media attention or further involvement is yet necessary. I merely want this to be solved with as much ease and as little additional costs to everyone involved as possible. But of course I will not stop until I get the 6,5 thousand what I won fair and square, and before which I had already lost thousands also fair and square. That's why its so important that when a player is willing to accept the odds are against him and he is likely to lose more than gain, it's the least a casino can do to pay the occasional winnings honorably and without an attempt to increase their revenue by dishonest means. Especially taken into account the system is already guaranteed to make them winners in the end by customers' honest losses, it is all the more horrible when in addition to taking the money customers lose without difficulties also try to avoid paying the winnings. That's where mere and honest "odds against player" turns into disgraceful and illegal.

For now, let's give the casino a second chance to pay the winnings without more parties and attention involved. I hope they do what should have been done in the first place. Especially when taking into account how elusive they were with their responses and ghosting me, not to mention how many times they told the decision is final and end of discussion without even mentioning where to send the complaints before some 13 attempts of mine to get the information they are obligated to provide in the first message!

Thanking Casino Guru, with best regards,

Santtu

Hi, it truly looks like they are refusing to deliver that which they claim would undeniably keep me from getting what I won. I have recorded every single message sent here and also the month long silence on casinos part, and am for the very last time warning this is the very last chance to pay the wins I won fair and square, before this goes to court and media. This is the chance to pay the 6,5 thousand that’s mine and merely avoid the costs that will be multiple times that if Vauhdikas pushes me to court. Please end this madness, if we cross the next step forward in this land of uncooperation on your part, it could cost you tens of thousands, which is something that’s not my intention.

Dear SanttuKu,

Although I was in touch with the casino representative, they, however, just briefly informed me that their security team flagged breaches of the casino T&Cs, as has been communicated to you via email. Sadly, no further information or evidence that could shed light on the situation has been provided to us.

Without the necessary information and evidence, we are not able to fully assess the situation, and therefore, we cannot support the casino team's actions; instead, we are forced to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact eCOGRA at ADR For Online Gambling | ECOGRA Complaints. Alternatively, you may email eCOGRA with details of your complaint at [email protected].

Additional recourse is provided to you through the Malta Gaming Authority ("MGA"), whereby you are entitled to forward your dispute by filling a complaint form at http://www.mga.org.mt/support/online-gaming-support/

The ADR or the Gaming Authority has more options and tools to help players. Please let me know how they responded

at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru