The player from Germany is experiencing complications verifying her email address and completing account verification.
Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.
Amount: €7,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Dear Arzu,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We have received quite a few similar complaints to yours. It seems like the casino is experiencing some technical problem related to players from Germany and email address verification.
Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process? Have you tried requesting the manual e-mail verification?
I hope we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
PS: from the forwarded email I understood that you have deposited funds into your account using third party’s card, is that correct?
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4 years ago
Translation
Yes, I've tried everything several times, even with those who called on the phone, set up a new gmail, Manuel tried it, but there was no confirmation email.
With regard to credit cards, this is the way it is, that comes down to the father but he has confirmed this because we also play together.
All requirements at KYC are met.
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4 years ago
Thank you, Arzu, for your reply. I have checked general terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:
"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."
Additionally, could you please advise what do you mean by "With regard to credit cards, this is the way it is, that comes down to the father but he has confirmed this because we also play together"?
Does you father has an account in this casino as well? Looking forward to hearing from you.
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4 years ago
Translation
I got banned from the casino ... why? I lost at least € 3000 there while playing is everything ok for them and if you don't play you will be banned?
I still haven't received a confirmation email. I'm getting too stupid with the scammers from Vulkan Vegas. I'm going to the lawyer!
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4 years ago
Dear Arzu,
I assume that your account has been blocked because you have used third party payment method to deposit funds into your account which is strictly prohibited in majority of casinos.
Could you please advise if your father holds an account in this casino too?
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4 years ago
Translation
We deviate from the topic, my main problem was that I didn't get a confirmation email!
I played and nobody complained when I made the deposit! Then I would like my money back on the father's credit card if this is not accepted by the third party !!!! Then send the money back if that is not allowed !!! Then all the payments were not legally binding! Why is the KYC check confirmed with a green tick even though there was a photo of the father with the credit card in hand !!!! I want to return the money to my father's account immediately! Then they would have had to block me from the start, not only after I had lost 3000 €! This loss is not legal and you have to give me the money back!
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4 years ago
Dear Arzu,
I don’t think we deviated from the main problem. I was only trying to explain you why your account might have been closed.
Could you please advise if you have communicated a possibility of depositing funds with third party’s payment method beforehand? Does your father has an account in the same casino?
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4 years ago
Translation
No he did `nt. That's why there was a picture of him with a credit card and ID. If that was not legally effective, then you must not keep the money either. Please transfer all deposits back to the credit card. You cannot just keep third party money and then block your account because third party payments are not allowed. Then I want the money back!
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4 years ago
Have you, or your father, tried to communicate a possibility of a refund with casino?
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4 years ago
Translation
Yes, several times with the email I originally signed up with but never received a confirmation and with the new Gmail where I only get advertising and nothing else. In addition, I was banned and therefore cannot establish an online chat with them!
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4 years ago
Dear Arzu,
I understand. Could you please advise when you have submitted a photo of your father with credit card? Have you been prompted by casino? Were any funds deposited after you have provided the picture? Have you deposited any funds into your account using your payment method?
Please understand that there is no solid reason why you should be entitled for a refund. Your father knowingly provided his bank card and you breached one of the essential casino rules.
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4 years ago
Translation
I asked before the lady named Sabina from Vulkan Vegas said I should just send a photo of my father with the credit card in hand. I did that, it was also confirmed with a green tick. Of course I played there because I thought that's okay. Had won € 7,000 in the meantime. But they never managed to change my email address in order to finally send me a confirmation email. That never happened and so I was never able to cash out. That is why I have come to you here. Ms. Sabina said I should set up a Gmail, then she said I should send a photo of my father, I did everything, and just because I complained and threatened a lawyer will I just be banned? If that was not legally valid then I have to be repaid my money! Why is the money kept and the account blocked? Why was my email address never changed? Why could I never get to the point? This is not okay with what is being done here! You know my brother is in the press and when I go public with it then things look very different for Vulkan Vegas! THE CONTRACT BETWEEN ME AND VULKAN VEGAS NEVER COMPLETED, SO THE MONEY HAS TO BE BACK !!! I HAVE NEVER RECEIVED AN E-MAIL CONFIRMATION NOR MAY I PAY OUT !!! BUT KEEPING MONEY DOES WHAT ???? NO, I DO NOT ACCEPT THIS !!!!!
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4 years ago
I didn’t know that the payment method has been marked as verified as you didn’t mention it before.
I will now transfer your complaint to my colleague Jozef 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.
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4 years ago
Translation
Yes was verified with a green tick. Ok thank you then I'll wait for your colleague to answer.
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4 years ago
Hello Arzu.
Thank you very much for sharing your negative experience with the Vulkan Vegas Casino. We will now try to get in touch with them.
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4 years ago
Translation
Hello jozef,
how do you contact us?
best regards
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4 years ago
Hello Arzu,
Could you do me a favor and tell me, if you'd made a withdrawal request of 7,000 euros and it got declined?
Also kindly let me know if you deposited with your payment methods?
Because the rightful owner of the payment method (gu*er.e***m@gmail.com) is completely verified and keeps on playing.
Please be so kind to clarify the above.
Kind regards,
Alexaneder
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4 years ago
Hello Arzu
I've double checked the info.
The deposits were made via the payment method that does not belong to you. This breaches the Casino T&Cs.
Next - I find it hard to find any amount of 7k euros. Did you win it? Was the transaction cancelled or something else?
Kind regards,
Alexander
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4 years ago
Translation
Hello, why nobody here understands what my problem is. I made a correct deposit with my father's credit card, but it was authorized. The deposits were kept. Then I got banned after trying to withdraw! I want to BACK all deposits made with the credit card !!!!! What do you not understand!!! There are always new questions and new employees! We want our deposits back !!!! I will not repeat myself again! Read through the conversations with your colleagues !!! I don't want to have to explain myself to every new employee from the beginning !!!!
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4 years ago
Dear Arzu,
I am not some kind of employee so to say.
I take a look at your account rather scrupulously, and questions do pup up:
1) Why did you make deposits with the payment method that does not belong to you? (Clearly you'd read the T&Cs at registration)
2) I find it complicated to define the amount requested - 7k euros, when the total amount of the deposits is around 1,200 euros.
Kind regards
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4 years ago
Translation
I told you at the very beginning why I paid with father's credit card ... I had spoken to a lady named Sabina, she said it was okay, I have to send a photo of father and the credit card. I did that and it was confirmed with a green tick. That is why the deposits were made in the amount of 1200 €. In the meantime we had won € 7,000 and then suddenly the ban came for no reason. I complained several times because I did not receive a confirmation email. Well, now we have played for 1200 € and in between there were 7000 € winnings that I could never pay out. Because I didn't have a confirmation email. Then suddenly I get locked. But the money 1200 € will be kept? No, I want the money back immediately! Either to Papa's account, which is registered with Vegas, or to the bank account. If it has violated the terms and conditions, then Vegas is not allowed to keep the money! Then you shouldn't have confirmed with a green tick. If I am blocked and can no longer play then I want the money back € 1200 which is unauthorized on Vegas Bank! They are not allowed to keep that !! Normally we have to add interest to the 1200 €!
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4 years ago
Hello Arzu.
Please, do you have any proof of communication?
I told you at the very beginning why I paid with father's credit card ... I had spoken to a lady named Sabina, she said it was okay, I have to send a photo of father and the credit card.
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4 years ago
Translation
I kept talking to Ms. Sabina on the phone in between !!! What do you want from me now? What else do I have to do to get my money back? I'm really getting tired now! I want a solution now and no more questions !!!!!!!! Ask the others from Vegas !!!!!
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4 years ago
Dear Arzu.
Please, be aware that we are a free independent service for the players, therefore, we have to stay objective. Your case would normally be rejected since you have not used your own payment method which is strictly forbidden in most of the casinos. However, if the support was informed that you are going to use the card of your father then there is a chance we can resolve this matter.
The proofs you have provided are not sufficient since there is nothing about deposits with a different card. Have you mentioned it during the calls (be aware that most of the casinos record their calls)?
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4 years ago
Translation
Yes, of course I mentioned it ... Mrs. Sabina said I should send a photo with my father's credit card.
gladly and I ask that you listen to the recording.
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4 years ago
Dear Vulkan Vegas Casino team.
Please, could you doublecheck this information with your support?
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4 years ago
Hello and pardon for a delay in reply
We've listened to all the phone calls by the player.
Every single time the VulkanVegas operator confirmed and stated that it is prohibited to pay with the payment method that does not belong to a player (according to T&Cs).
The operator NEVER mentioned that it is allowed to do so. I do confirm though, that we will require a photo of the owner of the card to go through the CDD procedure.
Kind regards,
Alexander
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4 years ago
Dear Arzu.
I am sorry that I am asking this again but are you 100% convinced that the support informed you that you can use the card of your father? Please, could you specify the dates and times of call/s?
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4 years ago
Hello Arzu.
I have received the recordings, we will evaluate them and inform you about the outcome very soon.
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4 years ago
Translation
Thanks Jozef,
I wish you a happy new year 2021.
Arzu
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4 years ago
Hello Arzu.
Thank you and Happy New Year 2021, to you too 🙂 .
We have finished with an evaluation of the calls and your case. Unfortunately, we believe you are not entitled to the disputed amount. Although we have heard small misunderstanding during the call where the support agent told that you can upload the files, but the support agent clearly informed you (multiple times) that you should not use third party cards and only your own. Therefore, we are forced to close your complaint as 'rejected'.
If you do not agree with our decision there is another option, you can file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
