Vulkan Vegas Casino - Player deposited using 3rd party credit card.

I start from beginning:

- 25.09.2020: VulkanVegas Casino message me if i deposit 20PLN i get bonus 900PLN . So I did it and i win 10 500PLN.

I withdraw this cash with any one problem.

- 29.09.2020: I deposit in casino around 5 000PLN cash from my credit card and i win around 20000PLN.

- 30.09.2020: I still playing and i win on bonus in game "VALLEY OF THE GODS" - 97500PLN so mine balance was then 104 916.94PLN. So i make withdraw 100 000PLN and automatically my account get blocked and i can't login.

Now casino have 2 problems:

1. Telling me i withdrawn illegally bonus cash from 25.09.2020, but nobody block this withdraw cash and with no problem they pay me 10 500PLN.

2. Want me to make verfication card. I make this verifcation but it was friend card. My friend around 15 months ago make me deposit maybe 2 000PLN. 15 months casino no have problem with that and 3 - 4 times i withdraw 10 000PLN+ and no tell nothing.

I pass 2 time KYC verifcation.

First time i pass verifcation with my my name surname credit card etc.

Second verfication with friend who make me deposit 2 000 PLN 15 months ago and this was not problem.

Now VulkanVegas Casino blocked my account and not even answer how i can unblock account so they refuse pay me my win 104 916.94PLN for my real cash from my credit card. One time they say they block this for card but this card pass KYC second time they say i get blocked by bonus win 10 500PLN but why i get blocked after i win for real cash from my credit card 104 916.94PLN. It's even kinda funny. I tell them to take back cash what they pay me few days earlier and give me back cash what i win 29-30.09.2020 but they no answer not for nothing.

I described what it all looks like without any lies. I win for real cash 104 916.94PLN and casino refuse to pay this and makes excuses in all ways.

In attach files i add my deposit 29,09.2020 to casino, my win, sceen of best winning in september, and support answer few days ago. Now support nobody answer.

Dear Ostro121,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked T&Cs (https://vulkanvegas.com/en/terms-and-conditions), and this is what I found: 

„8.3. 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."

Please understand that most casinos don’t allow deposits from 3rd party. How many deposits did you make with your friend’s card and when exactly was the last one? Do I understand correctly that you obtained these winnings from a deposit with your own card? Could you please post here a screenshot of your cashier/deposit history?

Also, I see there another problem here, which is breaching of a maximum allowed bet. Were you placing bets of more than 20PLN during the bonus gameplay?

Looking forward to hearing from you.

Best regards,  

Kristina

Ostro121, I was just informed you wrote us an email to delete the complaint:

"Hello how i can delete complain? Casino unblocked my account. Account on your site: O*** email: ***@o2.pl"

Do you still wish to close the complaint?

No no, i think i was must make new complaint with this update information, sry for problem, complaint is still open 😛

They cancel win for Real balance and now is 0 problem with withdraw cash.

Ostro121, I apologize, but I am getting a little bit confused here and I need you to clarify whose identity was verified. Did you create your account using your personal information or the friend's information? Did all those submitted documents belong to your friend?

I make account with my personal information.

I make 2 identity.

First with my personal information.

Second with friend personal information around july august a year ago becouse i win then 10 000 PLN and they want my friend card too.

Well, as I mentioned before, most casinos don't allow third-party deposits, so I am not sure if we can help here. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck, but keep in mind, that we cannot guarantee a positive outcome in this case.

Hi Ostro121,

I'm taking over your complaint. I will contact the casino and see what can be done.

HI!

Well, to me everything is pretty much explicit and clear:

a) Player deposited with the payment method that does not belong to him;

b) Player made bets with bonus money that exceed max bet allowed for bonus balance

c) - as a result the player sent us an e-mail, where he agrees to our terms and admits the violation of Casino T&C.

We kept our promise and left all of the deposits as per day 29.09 on the players account.

Is there anything else we can assist with?

Kind regards,

Alexander

HI!

Well, to me everything is pretty much explicit and clear:

a) I deposited around 12 month ago with friend card and you accept kyc with friend data, i show it it screens.

b) I told you so take bonus and left win for real cash what i deposit with my card,

You no left all deposit from 29.09 but only last one why you lie?

I make 2.9k deposits, not 1,4k what you left.

You're not even give all my deposits from 29.09.2020

I have 2 question more:

1. Why you no have problem with cash withdraw 3x times 10k PLN around? i can upload screens when i withdraw 10k +
2. Where you have licensce? And where i can complaint i message to complaints@gaminglicences.com and they dosent answer?

I play fair and this is joke

Hello dear Ostro121

I apologize, the deal that you accepted was leaving the last deposit on your balance - 1400 pln.

But if it resolves the situation - we can refund the entire deposits of 29th.

Kind regards,

Alexander

Yes somebody ask me about left only last deposit but i tell him i dont agree with that offer. I have screen but is in pl language. I do not understand one thing, why was I able to withdraw money for over a year only now after winning is there a problem? And my friend pass kyc verfication and i no deposit with my friend card for over a year to your casino? I win that cash with MY CARD.

Hi Ostro121,

It doesn't change the fact that you broke the casino's T&Cs. I agree, it would be much easier for everyone if the checks were done before a player deposits their money, but it is not an industry standard yet. Please provide the casino your payment details so that you can be refunded.

account is unblocked and fully verfied so they can refund. So is funny that i can deposit and withdraw but if i win they block and delete win again?

I see, let me know when you receive your funds.

I get refund all transfer from 29.09.2020 before win, around 2905 pln. I go deleted account from this casino. So you can end complaint if nothing can be done more. Thank you very much Peter for helping 🙂

Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.