The player from Germany faced 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 became concerned that his winnings had been confiscated and sought a fair resolution. The Complaints Team clarified that using a third-party payment method breached casino rules, leading to account suspension and confiscation of winnings. Consequently, the complaint was not upheld, and the player was advised to use only his own payment methods in the future to avoid similar issues.
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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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month 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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1 month 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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1 month 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!
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1 month 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.
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1 month ago
Translation
Hello,
The friend who has the credit card in his name does not have his own account on the site. However, according to him, money has already been deposited into other accounts using this card.
mfg
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1 month ago
Translation
This friend also paid in with his Apple Pay credit card via another account, won and had his winnings paid out within the last 5 days. Despite the fact that he did the same thing on the account as on mine. And I still get an offer of €50 which they want to give me. Please help!
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1 month ago
Hi Huncho79,
Thank you for providing more details.
We understand that your friend permitted you to use their payment method, but it’s important to clarify that not using your own funds for deposits breaches one of the core rules of any online casino. This rule exists to protect all parties from potential misuse or fraud and is a standard industry practice enforced by anti-money laundering regulations.
When deposits are made with a third-party payment method, it’s critical to notify the casino immediately to avoid any issues. Unfortunately, even if the payment method’s owner agrees, the casino can still flag this activity and, as you’ve experienced, may suspend the account and confiscate winnings if the proper verification process is not followed.
In cases like these, the casino may require the payment method’s owner to initiate a refund request, but this is at the casino's discretion and depends on various factors, including their terms and conditions. However, because the deposit was willingly authorized by the cardholder, a refund may not be guaranteed.
For these reasons, we are unable to proceed with this complaint. We strongly advise only using your own payment methods for deposits and withdrawals in the future to prevent such complications.
Thank you for your understanding, and if you need any further guidance, we’re here to help.
Best regards,
Petronela
Casino.Guru
