Vulkan Vegas Casino - La cuenta del jugador fue bloqueada.

5 days ago I paid in 2 times €50 each via my husband's account (married!). After a certain amount of time I won a large sum where I ended up with €2000 left that I wanted to cash out. From the moment I wanted to pay out, I had to submit my documents, ID etc... After all the documents were submitted, which took several days because the site kept asking for more and more, my account was blocked. The documents were all approved, but they blocked my account. When asked why it was blocked, I was told that I had a second person in my account even though the payout was supposed to go to my account. The suggestion I was given was that my last deposit would remain in the account, but the entire profit would be cancelled. What kind of insolence is this? If I deposit from another account, it is possible without any problems, but paying out to my OWN account is blocked. I am asking you for help. Thanks in advance.

Ich habe vor 5 Tagen jeweils 2 mal 50€ eingezahlt über das Konto meines Mannes (verheiratet!). Nach einer gewissen Zeit habe ich eine große Summe gewonnen, wo am Ende noch 2000€ übrig waren, die ich mir auszahlen lassen wollte. Ab dem Moment, wo ich auszahlen wollte, musste ich meine Dokumente einreichen Perso etc... Nachdem alle Dokumente eingereicht waren, was mehrere Tage gedauert hat, da die Seite sich immer mehr gewünscht hat wurde mein Konto gesperrt. Die Dokumente waren alle genehmigt die haben jedoch mein Konto gesperrt. Auf Nachfrage warum es gesperrt wurde, wurde mir gesagt, dass ich eine zweite Person in meinem Konto hätte obwohl die Auszahlung auf mein Konto gehen sollte. Als Vorschlag wurde mir genannt, dass meine letzte eingezahlte Summe auf dem Konto bleibt, jedoch der gesamte Gewinn storniert wird. Was ist das für eine Unverschämtheit? Wenn ich von einem anderen Konto einzahle, ist das ohne Probleme möglich aber das auszahlen auf mein EIGENES Konto wird gesperrt. Ich bitte euch um Hilfe. Vielen Dank im Voraus.

Dear Qerimberi24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions

8.3.

The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can often be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Dear Qerimberi24,

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.