Vulkan Vegas Casino - La cuenta del jugador se cerró.

Good afternoon! On the Internet I saw an advertisement for the Vulkan Vegas online casino, I decided to try my luck and she smiled at me, betting good money - I won 9500 UAH (about $ 300) I decided to immediately withdraw the winnings to my card, after a while of waiting, the money did not come to my account, in the chat they answered that you need to pass verification. I think - Okay, you need it! I throw off all the necessary docks! Again, waiting and again nothing ... .. but new surprises, my page on the casino website is blocked! In the chat, they answer that the winnings will not be paid out, because. they consider my actions to be fraudulent and the verification page did not pass! The essence of the problem is that my husband won only (in my opinion) 10300 UAH on his page. And we indicated the withdrawal of funds to the same bank card! After that, both my husband and I have no access to our pages! There is no win! And I understand it won't! You can bet money from one card, but it is IMPOSSIBLE to withdraw money to one! if so, why is there no information about this, why was it not given the opportunity to edit the verification? Blocked and that's EVERYTHING!!!! I beg you to help influence this casino! If you have such an opportunity!

Добрый день! В просторах интернета увидела рекламу онлайн казино Vulkan Vegas, решила испытать удачу и она мне улыбнулась, поставив неплохие деньги-я выиграла 9500 грн.( около 300$) Решила сразу вывести выигрыш себе на карту, через некоторое время ожидания деньги на счёт не пришли, в чате ответили что нужно пройти верификацию. Думаю -Окей, нужно так нужно! Скидываю все необходимые доки ! Опять ожидание и опять ничего….. но уже новые сюрпризы, моя станица на сайте казино заблокирована! В чате отвечают, что выигрыш выплачен не будет,т.к. они считают мои действия мошенническими и страница верификацию не прошла! Суть проблемы в том, что и мой муж только на своей странице выиграл сумму только (по-моему) 10300грн. И вывод средств мы указали на одну и ту же банковскую карту! После этого доступа к нашим страницам нет и у меня и у мужа! Выигрыша нет! И я так понимаю не будет! Деньги ставить с одной карты можно, а выводить на одно НЕЛЬЗЯ! если это так то почему не указана об этом информация, почему не дали возможности отредактировать верификацию? Заблокировали и на этом ВСЁ!!!! Очень прошу Вас , помочь повлиять на данное казино! Если у Вас есть такая возможность!

Hello olgamatyuha86,

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 who is the owner of the card you used to deposit? Is it you, your husband or both of you? Did you or your husband use any bonuses in the casino? Did the casino gave you chance to verify yourself or they are not responding anymore?

Looking forward to your answer.

Regards,

Nick

An interesting moment turns out, the casino is of little interest from where the money comes to the players' accounts, but where they are withdrawn .... so they immediately remember the paragraph of the rules 30.11! which informs about the "issuance of bonuses", when winning - the site informed me that I needed to wager a bonus in the amount of 3800 UAH, which I did .... when I decided to withdraw money to the card from which the account was replenished, they fooled my head for more than a week expectations from 5 minutes to 2 days, then we remembered about verification, all the requirements of which my husband and I fulfilled, a photo of a passport, registration, a photo of a card on both sides, a photo with a card and a passport! and added this information on two accounts! BUT even here the casino has come up with a much better way not to pay out the FAIR WIN! Decided to just block the account! My husband and I won money on different days! and the fact that you do not like one ip address, well, sorry .... it happens that a husband and wife use the same ip address, and even one bank card! according to the legislation of Ukraine it is not forbidden!!!!!!!

Интересный момент получается, казино мало интересует откуда на счета играков поступают деньги, а вот куда они выводятся .... так сразу пункт правил 30.11 вспоминают! который информирует о "выдаче бонусов", при выигрыше - сайт меня проинформировал, что мне необходимо отъиграть бонус в размере 3800 грн, что я и сделала.... когда я решила вывести деньги на карту с которой производилось пополнение аккаунта, более недели морочили голову ожиданиями от 5 мин- до 2хсуток, потом вспомнили о верификации, все требования которой мы с мужем выполнили, фото паспорта, прописки, фото карты с двух сторон, фото с картой и паспортом! и на двух учетных записях добавили эту информацию! НО и тут казино придумало еще куда лучший способ не выплачивать ЧЕСТНЫЙ ВЫИГРАШ! решили просто заблокировать аккаунт! деньги мы с мужем выиграли в разные дни ! а то что вам не нравиться один ip адрес, ну извините.... так бывает что муж и жена пользуется одним ip адрессом, да и одной банковской картой! по закодательству Украины это не запрещенно!!!!!!!

Dear olgamatyuha86

We believe the author of the complaint (https://casino.guru/vulkan-vegas-casino-player-s-winnings-haven-t-been-1) is your husband.

So, please kindly find several aspects below:

1) The account is blocked for the period of investigation

2) It is prohibited to use cards that belong to a 3rd party, and is strictly regulated by Visa & Mastercard.

2) You've breached the T&Cs: "All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.)."

As a solution, Casino is ready to refund all your deposits.

Kindly let us know if you accept these conditions.

Thank you in advance!

Best regards

Good afternoon! The authors of the complaints are my husband and I! The solution to the problem of this situation (according to the above points) will be the PAYMENT of my winnings, since I am the owner of the card and I, having bet the money, honestly won back the bonuses in the amount of 3800 UAH !!!! And according to her husband - the age of money for a deposit of 500 UAH. And my conclusion is - Vulkan Vegas is not an honest casino!

Добрый день! Авторами жалоб являемся мы с мужем! Решение проблемы данной ситуации (по вышеуказаным пунктам) будет ВЫПЛАТА моего выигрыша, так как я являюсь владельцем карты и я поставив деньги - честно отъиграла бонусы в размере 3800 грн!!!! А по муже - возраст денег за депозит в размере 500грн. И мой вывод такой - Vulkan Vegas- не является честным казино!

Dear Vulkan Vegas,

As it is a slightly different case as the husband's case (as she is the owner of the card so there was no 3rd party payment made) and as long as both of them could successfully verify themselves, we believe that in this case the player should be entitled for her winnings.

Hello, Nick

According to our records, the player received the winnings from the bonus, that was activated by the husband as well, which is against the rules of the Casino.

We are ready to do a refund of the deposits.

Kind regards

So for violating this rule, you did not pay my husband a winnings of 10,300 UAH !!!!! And my be so kind as to pay and put an end to this. How can?!

Так за нарушение это правила вы моему мужу и не выплатили выигрыш в 10300 грн!!!!! А мой будьте так добры выплатите и на этом поставим точку. Сколько можно?!

Dear olgamatyuha86

If there was no bonus included and only real money used - no problem.

Kind regards

I made three deposits in the casino…. At the first win, I had to wager 3800 UAH. And this bonus was wagered by me! (I received a notification about this on my account) ... .. hence the winnings in the amount of 9500 UAH. was for real money!

в казино я вносила три депозита…. При первом выигрыше мне нужно было отъиграть 3800 грн. И мной был отъигран этот бонус!( об этом пришло уведомление на мой аккаунт)….. следовательно выигрыш в размере 9500 грн. был за реальные деньги!!!!

Casino Vegas! Good afternoon! So what about the payment of my winnings? Any problems again?

Казино Вегас! Добрый день! Ну что с выплатой моего выигрыша? Опять какие-то проблемы?

Dear Vulkan Vegas,

Is it possible to clarify which player did use the bonus first? Also as long as the husband's account was blocked for 3rd party payment and he was not able to receive any winnings from the bonus anyway, doesn't it make the wife eligible for the winnings from it?

Hello,

The player may request the withdrawal. After a successful transaction, the account will be permanently blocked.

Kind regards

Hello,

All the money was paid out and received by the player.

Kind regards

Hello olgamatyuha86,

Can you please confirm that the money has arrived?

Dear olgamatyuha86,

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.

The complaint will be now closed for the above mentioned reason.