VulkanSpiele Casino - El retiro del jugador se ha retrasado.

Dear Sir or Madam, my withdrawal of €114 was refused because I was accused of having multiple accounts on the site, but this is not the case.

Sehr geehrte Damen und Herren meine Auszahlung von 114 € wurden verweigert da mir vorgeworfen wird dass ich mehrere Konten auf der Seite habe dies ist aber nicht der Fall.

Dear pirl878,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino confiscated your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Sir or Madam, I will now give you the answers to your questions. I have only played slot games at Vegas Games and whether anyone had or could have access to my data I do not know. The last time I was able to deposit, everything was fine, and then suddenly I was no longer able to access my account and it was said that I had several accounts, but I don't. I only have this one gaming account that I know of. Please allow me to make this withdrawal because I need this money urgently. I beg you to give me the opportunity and I swear that I have no other accounts apart from this one.

Sehr geehrte Damen und Herren ich werde ihn jetzt die Antworten auf ihre Fragen geben ich habe bei Vegas Spiele mich nur um slot spiele gespielt und ob jemand Zugang auf meine Daten hatte oder haben könnte weiß ich nicht bloß letztes Mal konnte ich noch einzahlen da war alles gut und mit einmal bin ich nicht mehr reingekommen in mein Konto und es wurde gemeint ich hätte mehrere Konten habe ich aber nicht ich habe nur dieses eine Spielekonto wovon ich weiß bitte ermöglichen sie mir diese Auszahlung weil ich brauche dieses Geld wirklich dringend ich bitte Sie mir die Möglichkeit zu geben und ich schwöre dass ich keine anderen Kontos habe außer dieses

And yes, I passed the verification and was able to make a withdrawal, then it said that the withdrawal was being processed but it wasn't deducted from my gaming balance, which means I still had €114 in a player account but it still said withdrawal is being processed and then suddenly I couldn't get into my account anymore because it said I had multiple accounts, which isn't the case, it worked the whole time, I've also deposited several times with this account and that worked and then suddenly nothing worked anymore.

Und ja ich habe die Überprüfung bestanden konnte auch auf Auszahlung gehen dann stand da dass die Auszahlung im Bearbeitung ist wurde mir aber nicht von meinem Spielguthaben abgezogen was heißt ich hatte noch 114 € auf einem Spielerkonto gehabt aber trotzdem stand da Auszahlung wird bearbeitet und dann mit einem Mal wenn ich nicht mehr in mein Konto gekommen weil da stand ich hätte mehrere Konten was aber nicht an dem ist die ganze Zeit hat es ja funktioniert habe auch schon mit diesem Konto mehrere Male eingezahlt und das hat auch funktioniert und mit einmal ging nichts mehr

Thank you very much for your reply, pirl878. Did you accumulate your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

How should I send him the history? I can't do that and besides, I have already forwarded him the emails with the correspondence.

Wie soll ich ihn den Verlauf schicken das geht bei mir nicht und außerdem habe ich ihn die Mails mit dem Schriftverkehr schon weitergeleitet

I answered what about my 114 euros

ich habe geantwortet was ist nun mit mein 114 euro

Thank you very much, pirl878, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello pirl878,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite VulkanSpiele Casino to join the conversation and participate in the resolution of this complaint.

Dear VulkanSpiele Casino,

Can you please provide further insight into the player's supposed use of multiple accounts? Any relevant proof or supporting evidence can either be posted here or sent to my email, adam.m@casino.guru.

Kind regards,

Adam

I only have the 1 account that I know of

Ich habe nur das 1 konto von dem ich weiß

Good afternoon, Adam,

The information regarding this case has been sent to your email.

Thank you!

If I do not receive my 114 euros even though I told him I only know about one account and I have deposited money into that one account and have also made withdrawals, then I will complain and will go further

Falls ich meine 114 Euro nicht erhalten obwohl ich ihn gesagt habe ich weiß nur von dem ein Konto und auf das eine Konto habe ich eingezahlt und habe auch schon Auszahlungen gemacht dann werde ich so lange mich beschweren und werde auch noch weiter gehen

Thank you for your response VulkanSpiele.

Please see my reply to your email.

Kind regards,

Adam

Adam, could you please check your email.

Thank you!

It's not working

Es geht nicht

Dear pirl878,

The casino has provided evidence showing that you do indeed have 2 accounts at the casino. Can you please explain how this could be the case?

In the meantime, the case is still being discussed with the casino via email.

Kind regards,

Adam

Hello Adam,

The information has been sent to your email.

Thank you.

This is the very last

Das ist das aller letzte

Dear pirl878,

The casino has provided further evidence to show you have another account which you have also used bonuses with, and have accessed it as recently as April. Can you please explain this?

Kind regards,

Adam

Dear pirl878,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Adam
Casino.Guru