Vulkan Vegas Casino - Player's winnings have been confiscated.

Hallo zusammen,

meine Auszahlung von 3250 € wird nicht ausgezahlt.

Begründung des Casinos ist das ich gegen die AGB 5.3. Anscheins verstoßen habe. Alle Daten waren richtig von mir angegeben. Zudem ist es interessant das ich vor 3 Tagen noch eine Summe von 300€ ausbezahlt bekommen habe. Und jetzt, wenn es um die Summe von 3250€ geht, wollen sie nicht und haben mein Konto blockiert.

Dear CK,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found out that the term 5.3 says this:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

Have you been informed which personal information was incorrect? Would you be so kind and forward the relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

No I have not be informed which datas are wrong

Hello everyone,

Thank you Vulkan Vegas Casino for shedding some light on this case.

CK, do I understand correctly that you created your player's account using this incorrect name instead of your own?

Hello Kristina,

first of all thank you for supporting me in this case!

Short summary from my side.

Months ago (I guess around 6 months) I registered at VulkanVegas.

For this registration I sent my passport and bank licences to vulkan vegas, so that they approved my registration.

After playing a while and also made some withdrawal they got in touch with me (see above screenshot).

At this time I already said that "Bernd Stromberg" was just my name at the blackjack table. - so as a nickname. My correct name and bank account and so on, they already got from my registration and the withdrawals from the past.

After this screenshot I never heard something again.

Two weeks ago I made a deposit and won to 3.550. From this win I already got 300 euros on January 12th on my bank account. And now, when it comes to the 3.250 euro they wont withdrawal this amount to me and argue with they T&R. For me its not clear what they want to why I the withdrawal (300 euro) on January, 12th was correct and when it comes to the amount of 3.250 euro they blocked my account.

Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing. You cannot use a nickname instead of your real name and expect casinos to accept that just because in your documents they can find your real name.

Please, let me know if there is any additional information that I have overlooked, but I am afraid I will be forced to reject this complaint.

And why did the withdrawal me amounts in the past? And now when we are talking about 3k€ they won’t?

Some casinos process smaller withdrawals without checking the player's documents (most of the players don't mind this). We cannot punish the casino here, nor we can expect it to go against the T&Cs and pay your winnings out. I am sorry, but it is not the casino's mistake that you provided incorrect details, and you are fortunate that the first withdrawal was processed without noticing this fact.

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.