Withdrawals in Vulkan Vegas

I won €4,000 and I am not being paid out. I supposedly had 2 accounts but only ever played with one. I have no deposits or withdrawals and no points on the old account.

I don't even know what that's called. My new account was simply blocked because I violated the terms and conditions.

But I knew nothing more about the first account!

I've already deposited more than €4,000 in my playing time!

I want my winnings paid out!

I am not a politically exposed person!

I didn't know I had an account already!!! I've only ever played with my new email address and never with the old one!

I have not made any deposits or withdrawals with the old account.

I just played with the new account. Had a lot of deposits and withdrawals! I didn't do any of this knowingly or intentionally!

I would like my won money!

I’m just passing on their terms and conditions. The best way to get your money is to communicate with the casino and explain the situation. How come if you have had withdrawals before they have just now brought the fact up that you had 2 accounts. 5.5.2 states that winnings will be voided but deposits returned. If you have deposited €4000 then you are eligible for your deposits back.

I have deposited more than €4000 in my gaming time.

I'm just surprised that all payouts worked so far. Just not anymore. I've always spoken to support. That doesn't help me.

Then according to clause 5.52 you are entitled to a refund of all your deposits. Take a screenshot and email them and state that you want all deposits refunded

Thats not OK. I also won something in the meantime. Everything was always paid out; just not now!!!

I want to keep playing too. Vulkan Vegas has very nice and interesting games.

Then communication is the key by live chat or email explain that it was a genuine mistake and you can’t remember opening another account given you hadn’t deposited on it. Tell them how much you like playing at the casino and see what they say.

If not there are plenty of good casinos online and at least if they don’t want you as a customer you get your deposits back to play elsewhere

I've been playing since August 2021. Have info that I'm not getting anything back because I violated terms and conditions.

Thanks for the hint.

LG

ramona

Sorry I misread it in my haste it actually says NOT entitled to a refund of deposits. Now I don’t think they will change their minds and will probably close your account.

Hello there,

I'm sorry to hear about your problem.

We always try to push casinos a little bit further and ask them to consider whether the player gained some advantage by creating another account.

If not - no no-deposit bonus was taken twice because of the second account and so on, then no advantage was gained.

This case is special because you were already paid several times as you wrote. If the casino overlooked the second account before, I find it highly unfair to persecute you know.

If the things are just as you stated,

I think you can try submitting the complaint even if you violated the rules, let's see what our Complaint Team can do about it because I believe the casino made a mistake too.

My complaint is already in progress. I think so too! But see what nigeljc wrote?

I need the money. And I think that's unfair too. I didn't get an advantage because I was only playing with one account!

Should I file a complaint with Vulkan Vegas again or what do you mean?

Would like to add that the payment was first approved and then withdrawn.

I asked in the chat whether I should pay out individually? Then I got the answer: As far as I'm concerned, you (or you) can withdraw everything at once.

Since I was but very nicely smeared. That seemed like too much to me. I knew that smaller amounts go faster. But if the chat says that, I thought, he knows what he's saying. I've been taught better.

Hello there,

Just keep in mind that you violated the rules in the first place. Sad but true.

I hope we could remind the casino that they made a mistake too so they should try to be friendly and reconsider voiding the winnings at full.

Try to submit the complaint again if you want, I'm not sure if it helps, but can't hurt, I guess.

I checked your complaint and find out that you forgot to mention you have been paid by the casino in the past, that's important so I forwarded this info.

I hope we would be able to reason with the casino.

What do you mean? Why was I paid by the casino? Do you think all my withdrawals have been successful? I already wrote that! That's why I'm disappointed! All payouts worked, just not anymore. Yesterday you already responded to this!!! What's happening?

I have another question: I had my account unlocked. I had to give up my winnings for that! Is that legal? I see it as blackmail!!!

In order to be able to play again, I did so.

What can I do now to still get my money?

It's definitely not legal to give up your winnings in order to get you account unlocked. Why would you even want to continue playing there if they took your winnings even though you're convinced you did nothing wrong? I don't get it.

It has a variety of games, of all genres. Up to the point where they accused me of playing with 2 accounts, everything was great. The payouts usually took no longer than 2 days in normal cases.

Since the accusation with the 2 accounts was wrong, the ban is not real!