Hello, I accidentally entered my father's bank card when verifying my account. My account was then deleted. The administration offers me to restore the account but the credit is canceled. However, I would like to keep my credit and do not find it appropriate what the administration does.

Hallo, ich habe bei meiner Konto Verifizierung versehentlich die Bank Karte meines Vaters angegeben. Daraufhin wurde mein Account gel?scht. Die Verwaltung bietet mir an den Account wiederherzustellen aber das Guthaben wird storniert. Ich m?chte mein Guthaben aber behalten und finde dies nicht angemessen was die Verwaltung macht.

Dear Bossu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;"

"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. If we discover during our security checks that this has occurred, all casino winnings will be forfeited and sent back to the casino."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

This is not correct, I only paid in via paysafe. Only that with the bank details was a mistake, there was neither a deposit nor a payment via third parties.

Dies ist nicht korrekt, ich habe ausschlie?lich über paysafe eingezahlt. Nur das mit der Bankverbindung war ein Fehler, es kam weder zu einer Einzahlung noch eine Auszahlung über Dritte Personen zustande.

Dear Bossu,

Do I understand it correctly that you have deposited funds into your account via Paysafecard (with no name assigned to it) and entered your father’s bank details only when verifying the account? Thank you in advance for your reply.

Yes, they got it right.

Ja, sie haben es richtig verstanden.

Thank you very much Bossu for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Vulkan Vegas Casino to join this case and explain why was the player's balance confiscated if he did not use 3rd party deposit.

Thanks Nick, I just want my account to be unlocked again and my credit remains. I have no other problem with Vulkan Vegas, I like to play there and I want to continue playing there.

Danke Nick, ich m?chte einfach nur das mein Konto wieder entsperrt wird und mein Guthaben bestehen bleibt. Ich habe sonst kein Problem mit Vulkan Vegas, ich spiele gerne dort und m?chte auch weiterhin dort spielen.

Dear Bossu2787,

We are very sorry about the situation, the reason your account was blocked in cause you'd provided the documents, including the payment method, that does not belong to you. This contradicts our T&C as well as the rules of all payment providers and also points out to a potential fraudulent activity.

As a resolution of the situation we have unlocked your account, feel free to withdraw the winnings to YOUR payment method, but make sure to provide the proof, that it belongs to you.

Kind regards,

Alexander

Dear Alexander, I thank you very much and I also have to thank the people at Casino Guro. Thank you for helping me clarify the situation. Thank you very much ?? LG Lars

Lieber Alexander, ich bedanke mich vielmals bei Ihnen und muss mich auch bei den Leuten von Casino Guro bedanken. Danke das ihr mir geholfen habt die Situation zu kl?ren. Danke vielmals ?? LG Lars

Dear Bossu2787,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

www.kpvfaw.com