The player from Germany faces a refusal of her €114 withdrawal due to accusations of having multiple accounts, which she denies.
VulkanSpiele Casino - Player's withdrawal is delayed.
Amount: €114
VulkanSpiele Casino
Safety Index:Below averageSafety Index
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6.4
VulkanSpiele Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for player to reply
4d 17h 27m 58s
Case summary
2 days ago
Public
Public
1 month ago
Translation
Dear Sir or Madam, my withdrawal of €114 was refused because I was accused of having multiple accounts on the site, but this is not the case.
Automatic translation:
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Complaint Resolution Center Team Lead
Public
1 month ago
Dear pirl878,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before the casino confiscated your winnings?
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,
Kristina
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1 month ago
Translation
Dear Sir or Madam, I will now give you the answers to your questions. I have only played slot games at Vegas Games and whether anyone had or could have access to my data I do not know. The last time I was able to deposit, everything was fine, and then suddenly I was no longer able to access my account and it was said that I had several accounts, but I don't. I only have this one gaming account that I know of. Please allow me to make this withdrawal because I need this money urgently. I beg you to give me the opportunity and I swear that I have no other accounts apart from this one.
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1 month ago
Translation
And yes, I passed the verification and was able to make a withdrawal, then it said that the withdrawal was being processed but it wasn't deducted from my gaming balance, which means I still had €114 in a player account but it still said withdrawal is being processed and then suddenly I couldn't get into my account anymore because it said I had multiple accounts, which isn't the case, it worked the whole time, I've also deposited several times with this account and that worked and then suddenly nothing worked anymore.
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Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much for your reply, pirl878. Did you accumulate your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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1 month ago
Translation
How should I send him the history? I can't do that and besides, I have already forwarded him the emails with the correspondence.
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Complaint Resolution Center Team Lead
Public
3 weeks ago
Thank you very much, pirl878, for your cooperation. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Dep. Casino Data Team Lead & Complaint Specialist
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3 weeks ago
Hello pirl878,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite VulkanSpiele Casino to join the conversation and participate in the resolution of this complaint.
Dear VulkanSpiele Casino,
Can you please provide further insight into the player's supposed use of multiple accounts? Any relevant proof or supporting evidence can either be posted here or sent to my email, [email protected].
Kind regards,
Adam
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3 weeks ago
Translation
I only have the 1 account that I know of
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Casino representative
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2 weeks ago
Good afternoon, Adam,
The information regarding this case has been sent to your email.
Thank you!
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2 weeks ago
Translation
If I do not receive my 114 euros even though I told him I only know about one account and I have deposited money into that one account and have also made withdrawals, then I will complain and will go further
Automatic translation:
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Dep. Casino Data Team Lead & Complaint Specialist
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2 weeks ago
Thank you for your response VulkanSpiele.
Please see my reply to your email.
Kind regards,
Adam
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Dep. Casino Data Team Lead & Complaint Specialist
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1 week ago
Dear pirl878,
The casino has provided evidence showing that you do indeed have 2 accounts at the casino. Can you please explain how this could be the case?
In the meantime, the case is still being discussed with the casino via email.
Kind regards,
Adam
Public
Casino representative
Public
3 days ago
Hello Adam,
The information has been sent to your email.
Thank you.
Public
Dep. Casino Data Team Lead & Complaint Specialist
Public
2 days ago
Dear pirl878,
The casino has provided further evidence to show you have another account which you have also used bonuses with, and have accessed it as recently as April. Can you please explain this?
Kind regards,
Adam
pirl878 has 4d 17h 27m 58s to reply
