Vulkan.bet Casino - Player's account blocked during withdrawal.

I tried to withdraw part of my winning or around 3.700 DKK yesterday. But the whole amount is around 24.000 DKK. After very short time my account was blocked with very strange reason.

I'm very angry about the response from them from online chat and in email.

I'm not going to let them steal money from me and I hope I can get some help from you guys.

Dear Haffi,

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. 

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

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

i used ny wife’s card, months ago. and now they are blocking me and my wife’s account, just because i was withdrawing my balance. 

But we have sent an email that gives them proof that she gave me permission and we use this card together. My money is on that card to. 

they said to send support all this documents and proof. but they haven't even answer me or her, and they wont give me answers, why not ??? 

but every other casinos have give permission for me to keep playing because we showed them proofs, and they approved this.

Vulkan Bet

Tigers Luck Hold and Spin

Verified account

It was done wagering

When i withdraw'd just a small part of the money. I bought just a small bonus package

Best regards

Hafthor A***

Do you have any advices?

NO RESPONSE FROM VULKAN BET

6 DAYS

Hi hi I'm still waiting for response

Thank you for your reply, Haffi. Do you have a joint account with your wife? Are you a legitimate owner of the bank account together with her? Did you inform the casino about this before you deposited with her card?

Hi hi thank you very much Kristina.

No, we don't have a joint account, but we have done this before. For example, Video Slots and Ice Casino had no issues with this arrangement once we provided the necessary documents and proof.

They accepted the documents without requiring any further details.

Also it is unbelievable that they let me deposit endless time without any issues from Vulkan Bet and they have not sent me documents about my deposits from the beginning.

They asked me about documents to get the deposit and I sent them all.

Best regards,

Hafthor A*** E***

I have checked the T&Cs, and this is what I found:

8.3. 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 and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks that this has occurred, all winnings at the Website and the real money balance will be forfeited and the account will be blocked.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear Haffi,

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.

Hi hi thank you for this information but I think this is not solid case for Vulkan Bet.

Everyone can agree that this is very much on thin line...

Actually, this is an industry standard. That is why we can't help or penalize the casino for confiscating your winnings. I can only recommend that you always use a payment method that belongs to you to avoid a similar situation in the future. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will differ.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.