Hello,

I'm having a dispute with Vulkan Vegas as they are refusing to pay out our winnings. They're claiming that we deposited funds from multiple accounts and, as a result, they're not only withholding our payout but have also blocked our account, seemingly with the intention of taking our funds. My question is, considering they are now blocking us from withdrawing, if we have indeed breached policy, shouldn't they have blocked us much earlier and not just after we've won something?

Best regards,

Christoph

Guten Tag,

habe mit Vulkan Vegas einen Streit Bzw die wollen unser Geld nicht auszahlen und meinen jetzt dass wir mit verschiedenen Konten eingezahlt hatten und uns jetzt die Auszahlung verweigern, Bzw auch unser Konto gesperrt haben und meinen unser Geld abnehmen zu wollen, ich frage nun wenn sie uns jetzt sperren bei einer Auszahlung und meinen haben dagegen versto?en, h?tten sie uns schon viel eher sperren müssen und nicht erst jetzt nachdem wir was gewonnen haben oder ?

Mit freundlichen Grü?en

Christoph

Dear TwXz97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Did you deposit in the casino using payment methods that were exclusively in your name?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

We played a lot and I'd say we've had the account for 4 years? Approximately

Lightning Extreme, Books and Bulls, Roman Legacy

without active bonus! It was just our money

As I said, acc belongs to a buddy and I just paid in with my money

Gespielt haben wir sehr oft und ich sag mal den Account haben wir seit 4 Jahren ? Ungef?hr

Lightning Extrem, Books and Bulls, Roman Legacy

ohne aktiven Bonus! War nur unser Geld

wie gesagt, acc geh?rt einen Kumpel und ich habe halt mit meinem Geld eingezahlt

Sorry, the account was blocked yesterday and they said yes, they'll check it with the pictures etc and then we'll let you know, then I look at the account and suddenly it's banned and they threaten me with taking the money from him account do etc etc..

They said according to their terms and conditions etc. there can't be 3 providers there, but before we won something we deposited with 3/4 different accounts so they should have stopped it there, which they didn't do and are now doing because we won something they are being stupid...

Best regards

Christopher

Sorry, gestern wurde der Account gesperrt und die haben ja gemeint ja die prüfen des noch mit den Bildern usw und dann geben wir dir Bescheid, dann schau ich auf dem Account aufeinmal ist der gebannt, und die drohen mir mit dass die des Geld von dem Account tun usw usw..

die meinten laut ihren agbs usw dürfen kein 3 Anbieter dort sein, aber wir haben bevor wir was gewonnen haben mit 3/4 verschiedenen Konten eingezahlt also da h?tten sie es ja dort unterbinden müssen, was sie nicht taten und jetzt weil wir was gewonnen haben tun sie sich auf bl?d stellen..

Mit freundlichen Grü?en

Christoph

It belongs to my cousin, he used it to make a deposit and they saved it!

Die geh?rt meinem Couseng, der hat damals mal mit der eingezahlt und die haben sie gespeichert!

@Vulkan Vegas Casino, your colleague also said that I should upload the pictures, which I did, and were then blocked.. and is not a stranger now either

We simply won the money fairly and then got banned

@Vulkan Vegas Casino, ihre Kollegin meinte auch ich solle die Bilder hochladen was ich auch getan hab, und wurden dann gesperrt.. und ist ja auch jetzt keine fremde Person

wir haben einfach fair das Geld gewonnen, und sind dann gesperrt worden

I apologize for the late reply.

According to the terms and conditions of the casino: https://vulkanvegas.com/en/terms-and-conditions

"8.Deposits and withdrawals to/from your account

8.3 The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."

Furthermore, please check our Fair Gambling Codex for Players http://www.kpvfaw.com/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

I'll await your reply.

So, we were able to deposit with others and weren't blocked? But they can now block us because we won something and we wanted to verify ourselves?

Also sprich, wir haben mit anderen einzahlen k?nnen wurden nicht gesperrt ? Aber die dürfen uns jetzt sperren weil wir was gewonnen haben, und wir uns Verifizieren wollten ?

I am afraid we can't be of more help in the situation.

In the future, be sure to deposit using payment methods that are in your name exclusively when depositing in online casinos, otherwise, your winnings might be confiscated.

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 issues with any online casino in the future.