The player from Brazil had expressed frustration over her inability to withdraw her winnings of 190 reais from an online casino. The casino had requested verification of a credit card used over a year ago, causing a delay in the withdrawal process. The player had argued that she used a virtual card, not a physical one, and that the casino was acting in bad faith. After a series of exchanges and further investigation, the casino had identified that the player had multiple active accounts, which was against their policy. Therefore, the casino had permanently blocked her accounts and refused to refund her deposits. Despite the player's protests, the Complaints Team had upheld the casino's decision due to the clear violation of the casino's rules.
Vulkan Vegas Casino - Player struggles with withdrawal due to credit card verification.
Amount: 190 R$
Vulkan Vegas Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Good afternoon. I am a long-standing client of this casino. I requested a withdrawal on the 20/11. I had requested other withdrawals and have received them before. Now, they have decided to request a credit card that I used back in March 2022 – over a year ago. So far, I have sent them a screenshot of my virtual card and photos of my physical cards from the same bank. Now, they demand that the physical card must bear the same number as the virtual one. Essentially, they do not wish to process my payment. Therefore, I would caution other players: be careful when they decide that you are not entitled to receive withdrawals – because you will not receive any. I have never experienced this with any casino. This is preposterous. It lacks consideration. They are refusing to pay me 190 reais.
Dear nyquemarques,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Yes . In fact, these cards had already been approved more than 1 year ago. As I show the print. The deposit was made via pix. The withdrawal should be through pix. Then they decided to ask me for photos of the cards that had already been used and checked more than 1 year ago. They probably don't want to pay. They are acting in bad faith towards the player.
It's even written in the terms. You receive your withdrawal in the same way you deposited it. I did not deposit with a credit card. It was with pix. Bank transaction. Now you will have to have 2 lucks. 1 to win in the game and the other for the platform to pay you. This is unfair and absurd. If they don't want to pay, they change the rules.
I have already informed that virtual cards were used and the numbers are different from physical cards. I have already sent the print of the virtual cards. From physical cards too and even my card invoice with my address and details and they keep sending me emails charging for something that doesn't exist. Virtual cards do not have the same number as physical cards. I used virtual card.
This has been going on for over 1 year. They're still charging me for something that doesn't exist.
Dear Vulkan Vegas Casino Team,
Is there any additional information needed from the player to verify the account? Thank you.
Hello all
The player fails to provide the photo of 506775******4574 card in good quality and without cropp at the edge of the card.
Another request was sent.
Hope this clarifies.
Kind regards
Yes, I already sent it. More than that, you will see my limit and my data that I am not obliged to provide.
(screenshot removed by Casino.Guru)
I am unable . Only casino guru. It is pending approval. It's your fault that you've been asking me for the same documentation for 1 week without need. In order not to pay my withdrawal that I am entitled to.
Dear nyquemarques
In order to avoid doubts, please upload the entire screen from your phone.
Regards
This is really real. Are they asking for a photo showing the value of my invoice and my available limit? I'm not buying it. The world really is lawless.
I have removed the screenshot of the card's details.
Dear nyquemarques,
Kindly submit the requested screenshot directly to the casino. If I comprehend correctly, the screenshot they need should not be cropped.
The entire screen containing my limit and my invoice has already been sent by email, just as casino guru wants. In other words, your data is exposed. So far we have had 8 days and nothing done.
As soon as they pay. I'm going to cancel my registration here too. It's absurd for them to agree to expose our data. We have no protection. We are treated like cattle. The money is just being returned to me. I'm not gaining anything.
Hello,
The account is now permanently blocked due to multi-accounting.
The other account is nyqu***rques@hotmail.com
Kind regards
I want proof. You accuse without proof. Here we have to prove it.
If there is duplicity, then return the deposits. Only when it is for withdrawal do you say there is duplicity. Then return the deposits.
please return my deposits. Since there was duplicity. What are you talking about? I want my deposits back. There is proof that the casino is stealing.
Dear nyquemarques
Since you are winning the casino by thousands of $, can you please return all the winnings?
Thank you!
Show me these thousands of dollars that you are paying? 190 reais are carrying out an investigation to pay. They talk as if you paid. The online casino was made to steal. When they don't want to pay, they don't pay. They want to see them do this in person and say they won't pay. I can go to the physical casino every day and win as much as they pay. Online, you take the opportunity to steal.
Dear Vulkan Vegas Casino Team,
Could you please forward any supporting evidence to petronela.k@casino.guru? Thank you very much in advance.
I want my deposit back. If they are saying that there was fraud then they were not supposed to receive the deposit.
The fraud for you only appears when you pay the player
Thank you very much, Vulkan Vegas Casino Team, for providing supporting evidence.
Dear nyquemarques,
Regrettably, it appears that you have registered more than one account in this casino and have been simultaneously active on multiple accounts. While we typically strive to assist players who accidentally created more than one account, this situation does not align with that scenario.
I strongly recommend refraining from such behavior in the future, as online casinos generally permit only one active account per player. Since it appears that you knowingly gained an unfair advantage from the casino, I regret to inform you that you are not eligible for any refunds of your deposits.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
