Dear Arzu,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We have received quite a few similar complaints to yours. It seems like the casino is experiencing some technical problem related to players from Germany and email address verification.

Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process? Have you tried requesting the manual e-mail verification?

I hope we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

PS: from the forwarded email I understood that you have deposited funds into your account using third party’s card, is that correct?

Yes, I've tried everything several times, even with those who called on the phone, set up a new gmail, Manuel tried it, but there was no confirmation email.

With regard to credit cards, this is the way it is, that comes down to the father but he has confirmed this because we also play together.

All requirements at KYC are met.

Ja, ich habe alles probiert auch mehrmals mit denen telefoniert eine neue gmail eingerichtet, Manuel probiert, Werbung kommt aber keine Best?tigungsmail.

in Bezug auf Kreditkarte ist Das so, Das die auf den Vater l?uft aber er diese best?tigt hat weil wir auch gemeinsam spielen.

Alle Anforderungen bei KYC sind erfüllt.

Thank you, Arzu, for your reply. I have checked general terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

"The Company does not accept 3rd party deposits, i.e. those made by a friend, relative, partner or spouse. You must make deposits from an account/system/credit card that is registered in your own name. If we discover during our security checks that a 3rd party deposit has been made, all your winnings will be forfeited and returned to the casino."

Additionally, could you please advise what do you mean by "With regard to credit cards, this is the way it is, that comes down to the father but he has confirmed this because we also play together"?

Does you father has an account in this casino as well? Looking forward to hearing from you.

I got banned from the casino ... why? I lost at least € 3000 there while playing is everything ok for them and if you don't play you will be banned?

I still haven't received a confirmation email. I'm getting too stupid with the scammers from Vulkan Vegas. I'm going to the lawyer!

Ich wurde vom Casino gesperrt... warum? Ich habe dort mindestens 3000€ verloren beim Spielen ist für die alles ok und wenn man nicht Spielt wird man gesperrt?

ich habe noch immer keine Best?tigungsmail erhalten. Mir wird Das echt zu doof mit den Betrügern von Vulkan Vegas. Ich gehe zum Rechtsanwalt!

Dear Arzu,

I assume that your account has been blocked because you have used third party payment method to deposit funds into your account which is strictly prohibited in majority of casinos.

Could you please advise if your father holds an account in this casino too?

We deviate from the topic, my main problem was that I didn't get a confirmation email!

I played and nobody complained when I made the deposit! Then I would like my money back on the father's credit card if this is not accepted by the third party !!!! Then send the money back if that is not allowed !!! Then all the payments were not legally binding! Why is the KYC check confirmed with a green tick even though there was a photo of the father with the credit card in hand !!!! I want to return the money to my father's account immediately! Then they would have had to block me from the start, not only after I had lost 3000 €! This loss is not legal and you have to give me the money back!

Wir weichen vom Thema ab, mein Hauptproblem war, dass ich keine Best?tigungsmail bekommen habe!

Ich habe gespielt und bei der Einzahlung hat aber niemand sich beschwert! Dann m?chte ich mein Geld zurück auf die Kreditkarte vom Vater, wenn dies vom Dritten nicht akzeptiert wird!!!! Dann schicken sie Das Geld zurück , wenn Das nicht erlaubt ist!!! Dann waren auch die ganzen Einzahlungen nicht rechtskr?ftig!!!! Warum wird dann die KYC prüfung mit einem grünen Haken best?tigt obwohl dort ein Foto vom Vater war mit der Kreditkarte in der Hand!!!! Ich m?chte sofort Das Geld aufs Konto vom Vater zurück!!! Dann h?tten man mich von Anfang an Sperren müssen, nicht erst nachdem nich 3000€ verloren habe!!! Dieser Verlust ist nicht rechtskr?ftig und sie müssen mir Das Geld zurückgeben!

Dear Arzu,

I don’t think we deviated from the main problem. I was only trying to explain you why your account might have been closed.

Could you please advise if you have communicated a possibility of depositing funds with third party’s payment method beforehand? Does your father has an account in the same casino? 

No he did `nt. That's why there was a picture of him with a credit card and ID. If that was not legally effective, then you must not keep the money either. Please transfer all deposits back to the credit card. You cannot just keep third party money and then block your account because third party payments are not allowed. Then I want the money back!

Nein, hat er nicht. Deshalb war ja ein Bild von ihm mit Kreditkarte und Ausweis. Wenn Das nicht rechtswirksam war, dann dürfen Sie auch Das Geld nicht behalten. Bitte überweisen sie alle Einzahlungen zurück auf die Kreditkarte. Sie k?nnen nicht einfach Das Geld von Dritten behalten und dann Konto sperren weil die Zahlung von dritten nicht erlaubt ist. Dann m?chte ich Das Geld zurück!

Have you, or your father, tried to communicate a possibility of a refund with casino? 

Yes, several times with the email I originally signed up with but never received a confirmation and with the new Gmail where I only get advertising and nothing else. In addition, I was banned and therefore cannot establish an online chat with them!

Ja mehrmals mit der Mail mit der ich mich ursprünglich angemeldet hatte aber nie eine Best?tigung bekommen habe und mit der neuen Gmail wo ich nur Werbung bekomme und sonst nichts. Au?erdem wurde ich ja gesperrt und kann somit kein online Chat mit denen aufbauen!

Dear Arzu,

I understand. Could you please advise when you have submitted a photo of your father with credit card? Have you been prompted by casino? Were any funds deposited after you have provided the picture? Have you deposited any funds into your account using your payment method?

Please understand that there is no solid reason why you should be entitled for a refund. Your father knowingly provided his bank card and you breached one of the essential casino rules.  

I asked before the lady named Sabina from Vulkan Vegas said I should just send a photo of my father with the credit card in hand. I did that, it was also confirmed with a green tick. Of course I played there because I thought that's okay. Had won € 7,000 in the meantime. But they never managed to change my email address in order to finally send me a confirmation email. That never happened and so I was never able to cash out. That is why I have come to you here. Ms. Sabina said I should set up a Gmail, then she said I should send a photo of my father, I did everything, and just because I complained and threatened a lawyer will I just be banned? If that was not legally valid then I have to be repaid my money! Why is the money kept and the account blocked? Why was my email address never changed? Why could I never get to the point? This is not okay with what is being done here! You know my brother is in the press and when I go public with it then things look very different for Vulkan Vegas! THE CONTRACT BETWEEN ME AND VULKAN VEGAS NEVER COMPLETED, SO THE MONEY HAS TO BE BACK !!! I HAVE NEVER RECEIVED AN E-MAIL CONFIRMATION NOR MAY I PAY OUT !!! BUT KEEPING MONEY DOES WHAT ???? NO, I DO NOT ACCEPT THIS !!!!!

ich habe mich vorher erkundigt die Dame namens sabina von Vulkan Vegas meinte ich solle dann einfach ein Foto vom vater mit der Kreditkarte in der Hand schicken. Das hab ich gemacht, Das wurde auch mit einem grünen Haken best?tigt. Da hab ich natürlich gespielt weil ich dachte Das ist so ok. Hatte auch in der Zwischenzeit 7000€ gewonnen. Aber die haben es nie geschafft meine Mail Adresse zu ?ndern um mir endlich mal eine Best?tigungsmail zu senden. Das ist nie passiert und ich konnte deshalb nie auszahlen. Deshalb habe ich mich hier an Sie gewendet. Die Frau Sabina meinte ich soll ne Gmail einrichten, dann sagte sie ich soll Foto vom Vater schicken, ich hab alles gemacht, und nur weil ich mich beschwert habe und mit Anwalt gedroht habe werde ich einfach so gesperrt? Wenn Das nicht rechtsgültig war dann muss man mir mein Geld zurückzahlen! Warum wird Das Geld behalten und Das Konto gesperrt? Warum wurde nie meine Mail adreSse angepasst? Warum konnte ich nie zum Punkt auszahlen kommen? Das ist nicht in Ordnung was hier gemacht wird! Wissen sie mein Bruder ist bei der Presse und wenn ich damit in die ?ffentlichkeit gehe dann sieht die Sache ganz anders aus für Vulkan Vegas! DER VERTRAG ZWISCHEN MIR UND VULKAN VEGAS IST NIE ZUSTANDE GEKOMMEN, ALSO MUSS DAS GELD ZURüCK!!! WEDER HABE ICH EINE MAILBEST?TIGUNG BEKOMMEN NOCH DURFTE ICH AUSZAHLEN!!! ABER GELD BEHALTEN GEHT WAS???? NEIN ICH AKZEPTIERE DAS NICHT!!!!!

I didn’t know that the payment method has been marked as verified as you didn’t mention it before. 

I will now transfer your complaint to my colleague Jozef 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.

Yes was verified with a green tick. Ok thank you then I'll wait for your colleague to answer.

Ja wurde mit einem grünen Haken verifiziert. Ok vielen Dank dann warte ich bis Ihr Kollege sich meldet.

Hello Arzu.

Thank you very much for sharing your negative experience with the Vulkan Vegas Casino. We will now try to get in touch with them.

Hello jozef,

how do you contact us?

best regards

Hallo jozef,

in welcher Form nehmen sie Kontakt auf?

liebe Grü?e

Hello Arzu,

Could you do me a favor and tell me, if you'd made a withdrawal request of 7,000 euros and it got declined?

Also kindly let me know if you deposited with your payment methods?

Because the rightful owner of the payment method (gu*er.e***[email protected]) is completely verified and keeps on playing.

Please be so kind to clarify the above.

Kind regards,

Alexaneder

Hello Arzu

I've double checked the info.

The deposits were made via the payment method that does not belong to you. This breaches the Casino T&Cs.

Next - I find it hard to find any amount of 7k euros. Did you win it? Was the transaction cancelled or something else?

Kind regards,

Alexander

Hello, why nobody here understands what my problem is. I made a correct deposit with my father's credit card, but it was authorized. The deposits were kept. Then I got banned after trying to withdraw! I want to BACK all deposits made with the credit card !!!!! What do you not understand!!! There are always new questions and new employees! We want our deposits back !!!! I will not repeat myself again! Read through the conversations with your colleagues !!! I don't want to have to explain myself to every new employee from the beginning !!!!

Hallo, warum versteht es hier keiner was mein Problem ist. Ich habe mit der Kreditkarte des Vaters eingezahlt richtig, es wurde aber autorisiert. Die Einzahlungen wurden behalten. Dann wurde ich nachdem ich auszahlen wollte gesperrt! Ich m?chte alle Einzahlungen die ich mit der Kreditkarte gemacht habe, ZURüCK!!!!! Was verstehen Sie nicht!!! Immer kommen hier neue Fragen auf und neue Mitarbeiter! Wir m?chten unsere Einzahlungen zurück haben!!!! Ich werde mich nicht nochmal wiederholen! Lesen sie die Konversationen mit ihren Kollegen durch!!! ich m?chte mich nicht st?ndig bei jedem Neuen Mitarbeiter von Anfang erkl?ren müssen!!!!

Dear Arzu,

I am not some kind of employee so to say.

I take a look at your account rather scrupulously, and questions do pup up:

1) Why did you make deposits with the payment method that does not belong to you? (Clearly you'd read the T&Cs at registration)

2) I find it complicated to define the amount requested - 7k euros, when the total amount of the deposits is around 1,200 euros.

Kind regards

I told you at the very beginning why I paid with father's credit card ... I had spoken to a lady named Sabina, she said it was okay, I have to send a photo of father and the credit card. I did that and it was confirmed with a green tick. That is why the deposits were made in the amount of 1200 €. In the meantime we had won € 7,000 and then suddenly the ban came for no reason. I complained several times because I did not receive a confirmation email. Well, now we have played for 1200 € and in between there were 7000 € winnings that I could never pay out. Because I didn't have a confirmation email. Then suddenly I get locked. But the money 1200 € will be kept? No, I want the money back immediately! Either to Papa's account, which is registered with Vegas, or to the bank account. If it has violated the terms and conditions, then Vegas is not allowed to keep the money! Then you shouldn't have confirmed with a green tick. If I am blocked and can no longer play then I want the money back € 1200 which is unauthorized on Vegas Bank! They are not allowed to keep that !! Normally we have to add interest to the 1200 €!

Ich habe das ganz am Anfang mitgeteilt, warum ich mit Vaters Kreditkarte gezahlt habe... ich hatte mit einer Dame namens Sabina gesprochen, sie sagte es w?re in Ordnung ich muss ein Foto schicken vom Vater und der Kreditkarte. Das habe ich gemacht und es wurde auch mit grünen Haken best?tigt. Deshalb sind die Einzahlungen in H?he 1200€ entstanden. Zwischendurch hatten wir 7000€ gewonnen und dann kam pl?tzlich die Sperre ohne Grund. Ich hatten mich mehrfach beschwert weil ich keine Best?tigungsmail bekommen habe. So, nun haben wir für 1200€ gespielt hatten zwischendurch 7000€ Gewinn die ich nie auszahlen konnte. Weil ich keine Best?tigungsmail hatte. Dann werden ich pl?tzlich gesperrt. Aber das Geld 1200€ wird behalten? Nein das Geld will ich sofort zurück! Und zwar entweder auf das Konto von Papa der bei Vegas registriert ist oder auf das Bankkonto. Wenn es gegen die AGB versto?en hat, dann darf Vegas das Geld auch nicht behalten!!! Dann h?tte man nicht mit grünen Haken best?tigen dürfen. Wenn ich gesperrt bin und nicht mehr weiterspielen darf dann will ich das Geld 1200€ was unberechtigt auf Vegas Bank liegt zurück! Das dürfen die dann nicht behalten!! Normal müssen wir auf die 1200€ noch Zinsen Draufrechnen!

Hello Arzu.

Please, do you have any proof of communication?

I told you at the very beginning why I paid with father's credit card ... I had spoken to a lady named Sabina, she said it was okay, I have to send a photo of father and the credit card. 

I kept talking to Ms. Sabina on the phone in between !!! What do you want from me now? What else do I have to do to get my money back? I'm really getting tired now! I want a solution now and no more questions !!!!!!!! Ask the others from Vegas !!!!!

Ich habe immer wieder dazwischen mit der Frau Sabina telefoniert!!! Was wollen sie jetzt noch alles von mir? Was muss ich denn noch alles tun um mein Geld zurück zu bekommen? Mir reicht es jetzt wirklich langsam! Ich m?chte jetzt eine L?sung und keine weiteren Fragen mehr!!!!!!!! Fragen sie die anderen von Vegas!!!!!

Dear Arzu.

Please, be aware that we are a free independent service for the players, therefore, we have to stay objective. Your case would normally be rejected since you have not used your own payment method which is strictly forbidden in most of the casinos. However, if the support was informed that you are going to use the card of your father then there is a chance we can resolve this matter.

The proofs you have provided are not sufficient since there is nothing about deposits with a different card. Have you mentioned it during the calls (be aware that most of the casinos record their calls)?

Yes, of course I mentioned it ... Mrs. Sabina said I should send a photo with my father's credit card.

gladly and I ask that you listen to the recording.

Ja, selbstverst?ndlich habe ich es erw?hnt... die Frau Sabina hat gesagt, ich soll ein Foto mit Vaters Kreditkarte senden.

gerne und ich bitte darum das man die Aufzeichnung anh?rt.

Dear Vulkan Vegas Casino team.

Please, could you doublecheck this information with your support?

Hello and pardon for a delay in reply

We've listened to all the phone calls by the player.

Every single time the VulkanVegas operator confirmed and stated that it is prohibited to pay with the payment method that does not belong to a player (according to T&Cs).

The operator NEVER mentioned that it is allowed to do so. I do confirm though, that we will require a photo of the owner of the card to go through the CDD procedure.

Kind regards,

Alexander

What happens now?

Wie geht es nun weiter?

Dear Arzu.

I am sorry that I am asking this again but are you 100% convinced that the support informed you that you can use the card of your father? Please, could you specify the dates and times of call/s?

Hello Arzu.

I have received the recordings, we will evaluate them and inform you about the outcome very soon.

Thanks Jozef,

I wish you a happy new year 2021.

Arzu

Danke Jozef,

ich wünsche ein Gesundes neues Jahr 2021.

Arzu

Hello Arzu.

Thank you and Happy New Year 2021, to you too ?? .

We have finished with an evaluation of the calls and your case. Unfortunately, we believe you are not entitled to the disputed amount. Although we have heard small misunderstanding during the call where the support agent told that you can upload the files, but the support agent clearly informed you (multiple times) that you should not use third party cards and only your own. Therefore, we are forced to close your complaint as 'rejected'.

If you do not agree with our decision there is another option, you can file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

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