Vulkan Vegas Casino - Player’s balance has disappeared.

I leave the email I sent to the casino support and they never answered me. I don't know what to do in this situation. I would love to get back the money I earned fairly.

"good afternoon i on the 1st of this month, i asked to be withdrawn from my vulkan vegas account 1600 € on the 2nd i downloaded the photos to be able to make the withdrawal and on the 4th i noticed that someone had logged into my account and spent my money who had already asked to be picked up. I would like to see my 1600 euros again, please. I look forward to your reply.

Sincerely Sofia Ferreira "

Dear Staphi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you confirm that you haven’t provided access to your account to any 3rd party? Why do you think that someone has logged into your account? Do you have any screenshots showing €1,600 in your balance or game history which you could forward to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon, yes I did not provide any password to anyone. Because when I won the money I got out of my account and took a screenshot of how the money was there. And then when I entered the casino again, the password was wrong I asked for a new password and when I entered the casino on the 4th I noticed that my money was not there.

I do have a screen capture. I really want to get my money back

Thank you very much, Staphi, for forwarding the relevant screenshots. Could you please advise if your account is still accessible and forward your game history too? Looking forward to hearing from you.

Good night yes my account is still accessible

Good night again how can I see the game history?

here's the payment history

Thank you very much, Staphi, for forwarding your cashier history. You will be able to obtain your game history inside your account – profile – Game transactions (please see the pictures below).

Looking forward to hearing from you.

Good afternoon I have tried to play since that happened but it was a few days later. Was I wrong to play in my account again?

Sincerely Sofia ***

Dear Staphi, would you be able to forward your entire game history? Thank you very much in advance.

Good afternoon I have more than 200 game transactions. How can I send everything?

Will I be able to send my email and password and see the whole history? Perhaps it would be easier. Even because I found bets that I didn't place

Absolutely not. I would strongly advise against sharing your login information with any third party. 

I will now transfer your complaint to my colleague Matej 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.

Thank you for everything and I hope to see this matter resolved satisfactorily as well.

Hello Staphi22.

Unfortunatelly all casinos have a rule that keeping the password safe is the player responsibility. I am very sorry for what happened, but probably we can't help you much.

But maybe we will be able to discover at least what exactly happened.

So let's check one more time what we know. You won €1600, and you didn't make a withdrawal.

When you tried to log in again your password was different and these €1600 gone, am I right?

Maybe somebody login to your account, and if so, the IP address should be different then your regular one.

Could you please write me when exactly this happened?

Meanwhile, the Vulcan Vegas casino representatives, could you please check Staphi22's account for any suspicious activity.

Thanks.

Dear Staphi22,

First of all upon checking you account, we found that you have a duplicating accounts - an****ofiazita95@hotmail.com, staphi**melhor@gmail.com.

This violates Casino T&Cs thus we had no other option but to block you duplicating accounts. 

Re the issue that "occurred" within you main account:

According to VulkanVegas T&C :

7.2. You are entirely responsible for maintaining the confidentiality of your password and you have sole responsibility for any and all activities that occur under your account. You remain liable for losses incurred by yourself or a third party on Your Account.

Having checked the logs of your authorization - no suspicious/abnormal activity was observed (Same IP address at log-in, same device - Xiaomi Mi Max 3). 

Thus we make a conclusion, that the player kept on playing after the documents were requested. 

Hope this clarifies

Kind regards,

Alexander 

But I didn't give my password to anyone. I didn't even touch the money after asking to take it out. But thanks for the help

Unfortunatelly Sofia, the casino investigation didn't show any suspicious activity. Maybe somebody from your family used your phone to play if you have stored your password at your cell phone.

In this case, it is still your responsibility. I am afraid that in this situation we must reject your complaint.

Please be more careful next time.

I strongly recommend you to read this article:

https://casino.guru/introduction-to-online-casinos

Thanks for everything. A good weekend. Best regards Sofia Ferreira