The player from Germany faced a refusal of her €114 withdrawal due to accusations of having multiple accounts, which she denied. The Complaints Team communicated with the casino, which provided evidence of the existence of a second account used by her. Due to a lack of response from her regarding the casino's inquiries, the Complaints Team was unable to continue the investigation and closed the complaint, but she retained the option to reopen it in the future.
VulkanSpiele Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €114
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months 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:
Public
Public
8 months 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
Public
Public
8 months 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.
Automatic translation:
Public
Public
8 months 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.
Automatic translation:
Public
Public
8 months 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.
Public
Public
8 months 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.
Automatic translation:
Public
Public
8 months 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
Public
8 months 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
Public
Public
8 months ago
Translation
I only have the 1 account that I know of
Automatic translation:
Public
Public
7 months ago
Good afternoon, Adam,
The information regarding this case has been sent to your email.
Thank you!
Public
Public
7 months 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:
Public
Public
7 months ago
Thank you for your response VulkanSpiele.
Please see my reply to your email.
Kind regards,
Adam
Public
Public
7 months 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
Public
7 months 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
Public
Public
7 months ago
Dear pirl878,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Adam
Casino.Guru
