Vulkan Vegas Casino - Player has been accused of opening multiple accounts.

Ich habe 5019 € gewonnen. Erst Auszahlung wurde abgelehnt und Wenn ich 2 Mal versucht habe geld auszahlen meine Konto würde gesperrt. Ich habe gelesen das kann sein das wegen 2 Kontos auf Vulcan Vegas , ich habe 2 Konto zufällig eingerichtet weil ich habe mich 1 Mal mit Facebook verbunden und bei Facebook ich habe andere E-Mail Adresse . Trotzdem Frechheit geld von Menschen Zehen und später und später Mittelfinger zeigen !

Dear Pawel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have redeemed any promotional offer when depositing funds into your account? Was any of those two accounts verified successfully in the past? Were there any game activity in the account which has been opened through the Facebook?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Vielen Dank für so schneller antwort

Dear Pawel,

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. Thank you in advance.

Die Konto mit 5019 euro waren überprüft alle Balken nach paar Tagen waren auf grün das heißt alles war akzeptiert ich müsste Bilder von mir und Dokumente senden .kommt Benachrichtigung das alles okay ist. Nächste Tag meine Konto war zugesperrt.

Wenn geht's um Bonus Spiele Ich habe fast nie benutzt ich siele mit echten Geld . Bonuse im Casinos das ist nicht für mich,ich zähle normalerweise one Bonus .ich mag nicht wegen Bonus nonstop Rechnen wie viele echtes geld ist drauf. Das ist langweilig und spasslos. Aber wenn ich investierte Geld und gewinne noch dazu ,und jemand behandelt mich so wie Vegas , Ich kann daß nur als Betrug nennen

Additional comments from the player:

"Hi partonela .kann sein das ich auf dem 2 konto kurz gespielt weil ich habe mich uber Facebook eingemeldet habe Facebook und Casino haben verschiedenen e-mail Adresse .Wen ich kapiert habe das das Konto ist nicht die erste .Dann ich habe weiter gespielt Auf dem Konto welche Jetzt blockiert ist . Mfg pawel"

Thank you very much, Pawel, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Pawel,

I'm taking over your complaint. What does it mean that you may have played with the second account? Did you deposit and play there? I will contact the casino and see if I can help but I can't guarantee you a positive outcome. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.

Vielen Dank ich hoffe dass es klappt. Mfg Pawel

Hello dear Pawel,

Can you please provide a screenshot that will prove that VulkanVegas "Accused you with multiple accounts"?

Prior to reading this complaint we were not even aware about your second account (of course this does breach the T&Cs).

The original issue why your account is temporary blocked - is cause you used the payment methods that do not belong to you. If you can send us a proof that the 3rd party card is connected to your bank account - we will gladly accept that and withdraw your winnings.

Hope this clarifies

Kind regards,

Alexander

Dear Pawel

"Accepted" does not mean that KYC check is completed. It just means that the documents have been received and reviewed by the anti-fraud dept.

We will deliver the verdict shortly.

Kind regards,

Alexander

Weiss du was Alexander die haben meine geld akzeptiert wenn ich gespielt habe ich habe auch viel investiert in diese seite ich finde das echt scheisse Wenn jemand ohne grossen fragen Nimmen deine geld aber wenn du gewinnst dann bist du Entschuldigung für ausdrück gef***t mit jede Kleinigkeit.

I would kindly ask you to watch your language - that's first.

Secondly - the Casino has a right to check the documents and their validity at any time, especially at the withdrawal.

Dear Pawel,

Please refrain from using abusive language. Let's wait for the verdict of the casino.

Entschuldigung. Und danke für Hilfe

Hi all

So to cut the story short:

a) The player deposits with the payment method that does not belong to them (Amounting around 1,573 euros)

b) Both this player and a rightful owner of the card 434499******3028 were granted many bonuses (identical ones).

The following points of T&Cs were breached:

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.

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Vulkanvegas administration have a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, Vulkanvegas reserves the right to:

forfeit the bonus allocated to the player and any winnings from that bonus;

revoke, deny, or withdraw a bonus offer from a player;

void the player's real money balance;

block access to Vulkanvegas;

terminate the Account Holder’s account with immediate effect.

+ multi-accounting

Based on the T&Cs that were accepted by the player - we must permanently block the account.

The greatest we can go - is to return all the deposits (1,573 euros).

I would kindly ask CasinoGuru team to be a judge and deliver their recommendations.

Kind regards,

Alexander

Hi Alexander,

Thank you for your reply. Could you please send evidence supporting the statements above to my email address (peter.m@casino.guru)?

Danke Alexander. Das Geld ist immer noch nicht da 🤔

Hi Alexander, thank you for the email.

Dear Pawel,

I looked at the email from Alexander that cleared up the situation a little more. To sum the whole thing up, you can't use third party payment methods to deposit, play, and withdraw money from the casino. The bank account (or wallet etc.) you use has to be registered in your name as well as your casino account. As soon as you use someone else's payment method, it causes problems and most casinos block your funds. In some casinos like this one (Vulkan Vegas) you can use a joint bank account (still not recommended in other casinos), but you have to prove it is a joint account. So, in this case, there are only two options: 1. you prove that you used a joint account; 2. the winnings will be cancelled and the deposit returned to the owner of the bank account. I'm afraid there is no other option. Do you think you can provide such evidence?

Ich schreibe und sende fast jedes mal die gleiche Nachrichten zu euch ich werde immer die gleichen Fragen bekommen von anderen Personen . Wie oft ich muss beweise senden oder die gleiche Nachrichten schreiben? Erst schreibt Petronela dann Peter Marko später Alexander und jetzt wieder Peter jedes mal wenn ich bekomme Antwort schon wieder 6 Tagen warten. Ich will zurück das was ich investiert habe und zwa so schnell wie von meinem Konto genommen war. Ich habe schon viel gesehen aber das ist schon absurd. 5019 Euro Ich habe gewonnen das bekomme ich nicht , Alexander vor Tagen hat geschrieben das ich meine geld zurück bekomme was ist investiert habe. Ich habe genug davon. Spieler hat zwei Kontos egal Hauptsache Geld kommt rein , hat zusammen mit Frau gespielt (beide haben eingene Karten benutzt also Kreditkarte von Frau Bankkarte von Paul) egal Hauptsache Geld kommt rein , Paul hat gewonnen o Scheisse 😱 🤔🤔🤔 Wir sperren Kontos und schreiben einfach das geht nicht weil du hast Regel nicht gehalten . Applaus . Warum Konto wird erst gesperrt wenn Spieler geld gewinnt ? Wenn wird eingezahlt von verschiedenen Konten mit verschiedenen Namen geld geht zu euch problemlos so lange bis Casino geld verdient ist das okay . Finden sie das korrekt? Heute ist Freitag bis Montag ich will mein Geld wieder haben!Ich warte schon lange genug .

Dear Pawel,

I didn't know if your account was a joint account and wanted to see first if the casino pays you. Unfortunately, it is not an industry standard for the casinos to verify a player's account before they deposit funds (like it is in the casinos with the UK license). Hopefully, it will become a standard in the future and it will save players a lot of trouble and disappointment. Until then, I recommend you to always register a casino account in your name, with the correct personal data, and use a payment method that is too registered in your name. It will save you a lot of frustration. I'm afraid I will have to reject this case since the casino's T&Cs were breached. The deposits will be returned to the credit card they came from. I wish I could be of more help.

Best regards,

Peter