Vulkan Vegas Casino - El jugador no puede retirar su saldo.

Ladies and Gentlemen

I am contacting you on behalf of my girlfriend, the mentioned casino is refusing to pay out and has blocked the account because they say they have made a deposit from a third party...but attached is the deposit that also went out of your account and thus has She made a profit of EUR 420.07 with her money and is therefore entitled to it, I have often read that this casino is causing problems when paying out. Especially since she had previously had 200 EUR paid out without any problems, etc... and then all of a sudden.... The deposit is in the attachment.... There was only one online contact, so there was no proof of correspondence... I kindly ask you to contact the casino and help us to reach an agreement....because when you lose nobody asks...

Thank you for your efforts.

Kind regards

Stefan Apt

Sehr geehrte Damen und Herren,

ich wende mich an Sie im Auftrag meiner Freundin, das genannte Casino verweigert die Auszahlung und hat das Konto gesperrt, weil man sagt sie habe Einzahlung vorgenommen von Dritten...Aber im Anhang befindet sich die Einzahlung die auch von Ihrem Konto abging und damit hat Sie den Gewinn erzielt in Höhe von 420,07 EUR mit Ihrem Geld und hat somit Anspruch darauf, habe jetzt öfters gelesen das dieses Casino beim Auszahlen Probleme bereitet. Zumal Sie davor schon Mal 200 EUR sich auszahlen lassen hat ohne Probleme usw... und dann das auf einmal.... Einzahlung befindet sich im Anhang....Es gab nur einen Online Kontakt somit auch kein Nachweis über Schriftverkehr...Ich bitte Sie höflichst, das Casino zu kontaktieren und uns weiterhelfen, um eine Einigung zu erzielen....Weil wenn man verliert fragt auch keiner nach.....

Vielen Dank für Ihre Bemühungen.

Mit freundlichen Grüßen

Stefan Apt

Hello stefanapt,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why isn't your girlfriend submitting the complaint? Who's payment method was used to deposit into the casino? When was the last time you spoke to the casino and what was it about?

Please understand that if you deposit with a 3rd party payment, the casino had every right to confiscate all winnings from you as it is a breach of casino terms.

Looking forward to your answer.

Regards,

Nick

Hello, thank you for your feedback. My girlfriend asked me if I could take care of it, so I wrote to you. Your money was used for the deposit, that is, from your account.. My friend was offered to remove the block but then the credit is gone.. She deposited EUR 20. Previously, she had also paid out a profit without any problems and did not have to prove it... She submitted all the documents that were required. I hope you can help us. mfg

Guten Tag, danke für Ihre Rückmeldung. Meine Freundin hat mich gefragt ob mich darum kümmern kann, deshalb hab ich Sie angeschrieben. Für die Einzahlung wurde ihr Geld benutzt also von Ihrem Konto.. Meiner Freundin wurde angeboten das die Sperre aufgehoben wird aber dann das Guthaben weg ist.. Sie hat 20 Eur eingezahlt. Vorher hatte sie sich auch ein Gewinn ausgezahlt ohne Probleme und musste nicht nachweisen...Sie hat alle Unterlagen eingereicht die gefordert waren.Ich hoffe sie können uns weiterhelfen.mfg

Hello stefanapt,

Do I understand it correctly that the casino offered you to unblock the account but the winnings will be confiscated?

Please understand that if the payment was made from a 3rd party, you can't receive any of the winnings generated from that deposit so if you wish to continue playing there, I would accept the casino's offer and be sure to never ever deposit with someone else's payment method.

Dear stefanapt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.