The player from Germany deposited €400 via a friend's account to gamble in an online casino and managed to win an additional €200. However, the casino blocked his account when he attempted to withdraw his winnings. After gathering more information we closed the complaint as unjustified.
Vulkan Vegas Casino - Player's account blocked following withdrawal attempt.
Amount: €400
Vulkan Vegas Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I registered at the aforementioned casino on the advice of a friend and played a bit. I deposited 400 € and the winnings were 200 €. The 400 € were deposited through my friend's account as he wanted to ease my concerns.
When I tried to withdraw the 200 € winnings after verification, the casino blocked my account. The live support is only offering to unblock it if I agree to delete my entire balance.
If it's forbidden to deposit through a third party's account - why does the casino allow this in the first place?
I have offered to forego the profit I made - but I want the deposited amount refunded.
Thank you for your help
Automatic translation:
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1 year ago
Dear Kallo27,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions
"8.Deposits and withdrawals to/from your account
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 a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/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 the 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.
Best regards,
Tomas
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1 year ago
Translation
Thanks for the quick processing.
Yes, of course I looked at the terms and conditions and I offered support to keep the winnings, as it is formulated in the terms and conditions:
"[...]found in violation of this clause, all winnings on the site will be forfeited and returned to the company and accounts will be blocked."
In my opinion, the amount deposited is unaffected by this. A further deposit could also be made from the account holder's bank account to verify this.
According to the terms and conditions, in my opinion the loss of the deposited amount does not lead to the loss of the deposited amount to the casino.
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1 year ago
Thanks for your comment.
In the future, I would recommend you use payment methods that are under your name exclusively. Failing to do so might cause winnings on your account to be confiscated.
In this situation, we unfortunately cannot help you recover the deposit made with your friend's account.
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.
