The player from Germany faces issues withdrawing €300 in winnings after his account was suspended due to a verification problem related to his credit card use. After several attempts to resolve the matter, he is concerned that his winnings have been confiscated and seeks a fair resolution.
Vulkan Vegas Casino - Player's account is closed and winnings are likely confiscated.
Amount: €250
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 10h 10m 39s
Case summary
2 days ago
Public
Public
6 days ago
Translation
Hello everyone,
I have been a loyal player at Vulkan Vegas for months. I have consistently made deposits using my own credit card and via Paysafecard until one day when a friend invited me to play using his credit card. A few days ago, I deposited again using a credit card, played, and won €300. I tried withdrawing this amount for two weeks until I was informed that I needed to verify my account with a credit card that didn't match my card number or my friend's. After numerous attempts to resolve the issue, my account has now been suspended and the winnings have most likely been confiscated + I have not received any responses. I wonder how such an oversight can allow the verification process to proceed if a mistake like this arises?
I read about a similar case here where the player received a refund for their deposits up to the mentioned date. I would be delighted if we could meet halfway on this matter; it truly is unjust!
Automatic translation:
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6 days ago
Dear Huncho79,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your account at Vulkan Vegas.
To help us understand your case better and move forward, could you please clarify the following details?
- Could you confirm exactly which credit card was used for the deposits that led to your recent winnings of €300? Was it your card, your friend’s card, or another card entirely?
- When you were asked to verify your account, were you provided with any specific instructions on how to verify this third credit card?
- Have you had any other communication from the casino since the account suspension or any indication regarding whether a refund might be possible?
If you have any relevant documents, including screenshots of correspondence or transaction confirmations, please feel free to forward them to petronela.k@casino.guru. This information will help us gain a clearer picture of what transpired.
Your cooperation in providing these details will help us investigate and work towards a resolution.
Thank you in advance for your reply.
Best regards,
Petronela
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6 days ago
Translation
Hello dear Petronela,
The deposit that led to the win was made using my own credit card.
I did not receive a request to verify the third card.
After my account was blocked, none of the casino employees contacted me after my messages.
Kind regards and thank you very much!
Automatic translation:
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2 days ago
Hi Huncho79,
This situation is indeed complex, as using someone else's financial details during gameplay goes against one of the fundamental rules of online casinos.
- Could you please confirm if the friend whose credit card you used also holds an account with this casino? This information will help us assess the case more thoroughly.
To avoid similar issues in the future, we recommend reviewing the guidelines in our Fair Gambling Codex, which provides best practices for players: 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.
Thank you.
Casino Guru is examining the case
