The player from Germany is criticizing the casino's license and withdrawal policy. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.
Vulkan Vegas Casino - Player’s dissatisfied with the overall experience.
Amount: €30,000
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
I didn't know that Vulkan Vegas does not have a valid German license under the GlüStV state gambling treaty in German-speaking countries.
I became very ill from this casino and am still receiving treatment to this day. After I won €40000, my withdrawal requests kept getting canceled with no reason. Also, the payout amount is not deducted from the player account so that the player is misled and loses track. This casino is for profit only as the license they hold is granted by the parent company of Brivio Limited Invicta Network. I've been trying to get my stakes back for weeks now. I was also informed by Vulkan Vegas that no player from Germany could register yet. It's a lie, because I was able to re-register with a wrong name. I cannot recommend this casino to anyone as it offers illegal gambling in Germany. With friendly greetings
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2 years ago
Dear 61sylvchen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
If you are dissatisfied with the casino's license I can only recommend you to do better research next time and play only in the casinos licensed by The Interstate Treaty on Gambling. Please note, that in addition to sports betting, virtual slot games, online poker, and – albeit limited – online casino games are thus now licensable in Germany. Currently, 33 licensed sports betting operators are active on the German market, and further licensing procedures are pending. If I'm not mistaken, the first, and only, licensee for the operation of online slot machines is Mernov Betriebsgesellschaft mbH. Unfortunately, it is the only company for now.
So I would suggest that we focus on the withdrawal issue. Do I understand correctly that you have funds in your account that you are struggling to withdraw?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I want my entire deposit back.
I also request all deposit and withdrawal receipts from my player account. I will not give up. You are responsible for the license for gambling in Germany and not me, so you have violated the GlüStV state gambling treaty and I have a right to all of my stakes. You have my account details. And I expect the payment in the next few days. 30000,-€. They advertise the best German casino and do not have a valid license for this under the GlüStV state gambling treaty in Germany.
With friendly greetings
Triple tribe Sylvia
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2 years ago
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It is not the player's job to apply for a license to gamble in Germany, but you as the casino. It is also your duty to act to the best of your conscience and not to act in a dubious and greedy manner. I believed that you act legally and not gamble illegally in Germany. Because when you register, you don't tell the player and by the way, there's nothing in their terms and conditions. And I registered with them before 07/01/2021.
I will do everything to get my money back.
Kind regards
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2 years ago
Thank you for your reply, 61sylvchen. Please understand that Casino.guru is an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Moreover, if you lost your deposits willingly during the regular gameplay, we don't think you are entitled to any refunds.
Therefore, I would like to know if there are currently any funds in your casino account that you are trying to withdraw. Thanks.
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2 years ago
Translation
1. I didn't lose my deposits on purpose, but through illegal gambling in Germany.
2. I won 40000 while the withdrawal requests kept getting canceled by the casino without any reason. And that for days.
3. Since you are illegally advertising Germany as the best German casino on the Internet, although you know very well that you do not have a concession license for Germany, this is punishable and violates the GlüStV state gambling treaty and I have the right to demand the funds back and I demand them return.
4. I will not stop making it clear on the Internet that you are a casino that illegally sells gambling in Germany and makes money out of greed for profit and when it comes to paying out winnings, you stall the players by canceling the payouts until the player gives up and then gambles away his winnings again and then becomes addicted to gambling because he no longer has control and you destroy existences and people through such machinations, greed for profit. And above all, you lie to your players. Because it is not for nothing that so many players write about their machinations with payouts at Casino guru, Truspilot, and many other Internet sites. And I'll do the same until you pay me my money.
30000,- game losses
40000,- profit that was canceled on purpose without justification.
I will announce everywhere that Vulkan Vegas offers illegal gambling in Germany, cancels their players with any reason the payouts, the players with fabricated excuses does not pay out the winnings. etc.etc.
Have a nice day
Kind regards
Triple tribe Sylvia
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2 years ago
61sylvchen, did the casino confiscate your winnings, or did you lose all your funds after the withdrawal was canceled?
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2 years ago
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I lost everything after the many cancellations. €40,000 profit. As well as all stakes 30000,-€
Gambling is subject to strict rules in Germany. The State Treaty on Gambling stipulated that offering games of chance on the Internet is fundamentally illegal (Section 4 Paragraph 1 Sentence 2, Paragraph 4 old version). A special regulation only applied to Schleswig-Holstein. Before July 1st, 2021, gambling on the Internet was completely forbidden, even with a license from Cyrasau. And the player should have been protected by refusing to register with your casino.
On July 1, 2021, a new version of the State Treaty on Gaming came into force. On this basis, online casinos can apply for an official license. According to the responsible authorities, no casino had such a license in August 2022 - the offers of the vast majority of online casinos are therefore still illegal. It does not matter that the online casinos had a license from Malta or Curaçao.
Many people have lost a lot of money in the online casino and thus often endangered their economic existence. The state whose job it is to protect its citizens from illegal activities.
Contracts for prohibited items or services are void according to § 134 BGB. Accordingly, the contract between the casino and the player is ineffective - and the player is entitled to claim the lost money back from the online casino. Namely the losses of the last 10 years.
German players must therefore not be allowed to participate. And with that, Vulkan Vegas acted with gross negligence in your online casino. Because of greed for profit and greed, the operators were more important than compliance with applicable German law. This fact speaks for the intentional action of the online casino. According to German law, the player would not have been able to register in the first place without a valid license for gambling according to the GlutStV State Treaty on Gambling and in the event of high losses, the casino is obliged to protect the player from himself.
Gambling on the Internet was - and still is - illegal in Germany without valid licenses according to the GlüStV state gambling treaty. Numerous online casinos have ignored this ban. Thousands of players have already filed a lawsuit and are demanding money back from the online casino - namely the losses of the last 10 years. And the courts agree with them: Courts regularly condemn online casinos to repayment, more than 90% of the judgments are positive. It was only in May 2022 that the Higher Regional Court (OLG) Frankfurt sentenced a casino to repayment in a groundbreaking decision. The Tagesschau and the Bild newspaper also reported on this.
According to Section 134 of the German Civil Code (BGB), a legal transaction that violates a statutory prohibition is void. That means money back. And I demand that back.
I will report negatively against your casino on the internet on all internet sites available to me until you pay me my money back.
You have ruined my life because of greed for profit without valid licenses for Germany and the player does not know that you are gambling illegally, because every player can register and believe that you are trading legally. Just as I believed when I registered that you are a legit casino.
pay my money back I would even be willing to give a non-disclosure obligation for the Internet.
Think of the economic damage you are causing yourself by your own actions in this matter.
Because there are enough other people here on the Internet who feel cheated by your casino.
And I will not give up nor stop doing anything to harm your casino if I don't return my money from my player account plus the winning of 40000€.
Or you make me an offer which is proper because of your greed for profit.
You know my contact details Kristina.
I remain
Kind regards
Triple tribe Sylvia
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2 years ago
Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings, nor refund deposits that have been played by you voluntarily. We would really like to help, but it is impossible this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.
