Vulkan Vegas Casino - Рахунок гравця закрили через депозит, надісланий з кредитної картки третьої сторони.

Hello.

I am writing here because 500€ is a lot of money for me and in my opinion I was wronged. My husband has been playing on Vulkan Vegas Casino for around 1 year now, and I have also started around 5 months ago.

I made a 20€ deposit to play and won 500€. As soon as I uploaded documents and proof for the KYC check and requested a withdrawal, my account was locked and my winnings forfeited to the Casino.

Why do I feel wronged? According to their Terms and Conditions, it is not allowed to deposit money from a 3rd party. The 20€ I deposited were from my husband's online account. Admittedly I did not know this was not allowed, it is my fault for not reading terms and conditions (even though many of my husband's friends did deposits with his bank account or my husband using his sister's credit card which was not in his name, yet he never had such problems). But that's the reason for them locking up the account and forfeiting my winnings. Why is this a bad thing? Because for around 5 months I have been using my husband's online bank account to deposit hundreds of euro to play (I do not own an online account, that's why. I have his full permission of course and many things in my name are paid through his account), yet they only tell me that now, after taking probably more than 500€ worth of money from my deposits alone. Why did they not tell me before this was allowed so I wouldn't waste my time and money?

Now queue in Customer Support, who hasn't been helpful at all (they even closed the chat before I could finish typing), and the only thing they offered me was to unlock my account with the 20€ initial deposit I did (my 500€ winnings gone). Now, if the problem was the initial deposit being "illegal" for possible money laundering etc etc, why would they unlock the account with 20€ from my husband's "3rd party" bank account that was supposedly the problem from the start? It seems to me as if they don't want to pay. I offered them to prove that it is my husband's bank account, by showing certificate of marriage, or if there was any way to prove that I have his permission to use it, but it appears they don't care and have already forfeited my winnings.

I also asked them to show me my deposit history and they say that option isn't available.

Dear antoaneta111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that casino don’t accept deposits from 3rd parties. By registering an account, you agree to terms and conditions of the casino. In this specific case there is written: 

"8.3. The Company does not accept 3rd party deposits, i.e. those made by a friend, relative, partner or spouse. You must make deposits from an account/system/credit card that is registered in your own name. If we discover during our security checks that a 3rd party deposit has been made, all your winnings will be forfeited and returned to the casino."

Please understand, that by depositing from your husband’s credit card (whether you have his permission or not) you have breached one of the main rules. Casino voided your winnings for this reason and I’m afraid it is an irreversible process. If there is anything else, I could help you with, please do not hesitate to contact me, otherwise, I will be forced to reject this complaint as unjustified. Thank you for your understanding.

Best regards,

Kristina

Thank you for the response. I understand it is a violation of the rules, unfortunately.

I had one more request. Customer support mentioned they would unlock my account and leave the initial 20€ deposit, on the conditions that the 500€ are forfeited. Unfortunately before I could accept the customer support spokeperson closed the chat on me, therefore I couldn't answer (I don't remember his name though). If possible, I'd like to accept it now.

antoaneta111, I am sorry, but we are not able to help here. You have breached a very serious rule, and the casino had the full right to confiscate your winnings. If you are able to find a solution or compromise with the casino, it is just their goodwill gesture, because the casino doesn't have to pay you anything. The correct approach would be to return the deposit to the original owner (your husband).

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.