The player from Portugal has deposited funds into their account from their father’s credit card. The player also provided documents that belong to their father. After rewieving all the available information, we decided that the casino acted in accordance with their T&Cs and therefore we rejected the complaint.
Vulkan Vegas Casino - Player’s account has been closed probably due to deposit sent from 3rd party credit card.
Amount: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good Morning
I have a very serious complaint to make. I made the withdrawal request of 400 euros in which I won, I started betting and in the meantime I won. However, I put my father's bank card and his documents, because if I sent the money to my account, I could do without it. But I called my Novo Banco branch and they told me I could send as much money as I wanted and I wouldn't run out of it. So I did. I put my documents, including the bank card, today I was going to enter the account to see how the situation was and the account was blocked. In other words, I ran out of 400 euros and I contact the vulkan Vegas casino and no one responds to my emails. Could they help me???
thanks
Automatic translation:
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2 years ago
Dear sandrina25,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have created your account in your own name, however, you provided your father's documents to verify your account? Could you please clarify if you made any deposits using your father's credit card?
Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Good Morning. I've already emailed Miss Kristina to explain the situation. The deposits I made of 40 euros or 10 euros per day were made by ATM. But I explained to Vulkan Vegas my situation. I apologized for my mistake because also as I am new to this I did not know that you could not send someone else's documents in this case of my father. I asked them please to give me back the 400 euros that I really need them to help my parents who are unemployed and if I played it was also to win. Told Vulkan Vegas it wouldn't happen again. They unblocked my account but they left me with the 400 euros.
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2 years ago
Thank you for your reply and email, sandrina25. I apologize, but you seriously breached one of the main online casino rules, and there is not much more we could do. You should always create an account in your own name, provide documents that are yours, and always deposit with your own payment methods.
I understand that you probably made a mistake, but it doesn't mean that the T&Cs don't apply to you. If the casino decided to make an exception for you, it would be just a goodwill gesture, and we cannot force the casino to do so.
Please, do not hesitate to let me know if there is anything else I could do for you, but I am afraid I will be forced to reject this complaint. Thank you for understanding.
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2 years ago
Dear sandrina25,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
Translation
Good morning Miss Christina. I didn't answer because I couldn't answer. I know I made a serious mistake, but as I mentioned above I didn't know, I'm new to this type of games. I spoke to the Casino by email and they didn't even give me a chance. When I've seen a situation identical to mine here in the complaints and they gave the player a chance. I said it won't happen again. They can see that I've been playing a lot to see if I can get anything. I put in a lot of money. I think at least one opportunity should be given to me. I no longer say that they give me the 400 euros but at least 300 or 250 euros. Once I made a mistake. I think everyone deserves an opportunity. Thank you for everything. I await reply! Good Morning
Edited
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2 years ago
I am sorry, sandrina25, your case is probably a little different due to incorrect documents. You seriously breached multiple main rules, and whether or not it was intentional, the casino has the right to confiscate the player's winnings in situations like this. If the casino decided to pay your winnings out, it would only be a goodwill gesture, therefore I would like to kindly ask you to understand we cannot force the casino to do so.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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