Vulkan Vegas Casino - Рахунок гравця закрито, а виграш, ймовірно, конфісковано.

Hello everyone,

I have been a loyal player at Vulkan Vegas for months. I have consistently made deposits using my own credit card and via Paysafecard until one day when a friend invited me to play using his credit card. A few days ago, I deposited again using a credit card, played, and won €300. I tried withdrawing this amount for two weeks until I was informed that I needed to verify my account with a credit card that didn't match my card number or my friend's. After numerous attempts to resolve the issue, my account has now been suspended and the winnings have most likely been confiscated + I have not received any responses. I wonder how such an oversight can allow the verification process to proceed if a mistake like this arises?

I read about a similar case here where the player received a refund for their deposits up to the mentioned date. I would be delighted if we could meet halfway on this matter; it truly is unjust!

Hallo zusammen,

ich bin treuer Spieler gewesen bei Vulkan Vegas über Monate. Ich habe lange Zeit nur über meine eigene kreditkarte sowie über paysafecard auf mein Konto einbezahlt, bis auf einen Tag an dem ein Freund mit seiner Kreditkarte zum Spielen einlud. Vor ein paar Tagen bezahlte ich wieder per Kreditkarte ein, spielte und gewann 300€. Diese versuchte ich zwei Wochen lang auszubezahlen, bis ich darauf aufmerksam gemacht wurde, dass ich die Überprüfung mit einer Kreditkarte tun sollte die nicht meiner Kartennummer entspricht und auch nicht der meines Freundes? Nach vielen Versuchen der Klärung wurde nun mein Konto gesperrt und der Gewinn höchstwahrscheinlich eingezogen + nicht mehr geantwortet. Ich frage mich wie man die Überprüfung zulässt wenn ein solcher Fehler auffällt?

Ich habe von einem ähnlichen Fall hier gelesen, der seine Einzahlungen bis zu dem besagten Datum zurückerstatten bekommen hat. Ich würde mich freuen wenn wir uns hier in der Mitte treffen können das ist wirklich nicht gerecht!

Dear Huncho79,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your account at Vulkan Vegas.

To help us understand your case better and move forward, could you please clarify the following details?

• Could you confirm exactly which credit card was used for the deposits that led to your recent winnings of €300? Was it your card, your friend’s card, or another card entirely?
• When you were asked to verify your account, were you provided with any specific instructions on how to verify this third credit card?
• Have you had any other communication from the casino since the account suspension or any indication regarding whether a refund might be possible?

If you have any relevant documents, including screenshots of correspondence or transaction confirmations, please feel free to forward them to petronela.k@casino.guru. This information will help us gain a clearer picture of what transpired.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Petronela

Hello dear Petronela,

The deposit that led to the win was made using my own credit card.

I did not receive a request to verify the third card.

After my account was blocked, none of the casino employees contacted me after my messages.

Kind regards and thank you very much!

Hallo liebe Petronela,

die Einzahlung die zum gewinnt geführt hat, erfolgte durch meine eigene Kreditkarte.

ich habe keine Aufforderung zu Verifizierung der dritten Karte bekommen.

nach dem mein Konto gesperrt wurde, hat sich keiner der Mitarbeiter des Casinos nach meinen Nachrichten in Verbindung gesetzt.

Liebr Grüße und vielen Dank!

Hi Huncho79,

This situation is indeed complex, as using someone else's financial details during gameplay goes against one of the fundamental rules of online casinos.

• Could you please confirm if the friend whose credit card you used also holds an account with this casino? This information will help us assess the case more thoroughly.

To avoid similar issues in the future, we recommend reviewing the guidelines in our Fair Gambling Codex, which provides best practices for players: 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.

Thank you.

Hello,

The friend who has the credit card in his name does not have his own account on the site. However, according to him, money has already been deposited into other accounts using this card.

mfg

Hallo,

der Freund auf dem die Kreditkarte läuft hat auf der Seite kein eigenes Konto. Jedoch wurde mir dieser Karte auch schon mal auf anderen Accounts einbezahlt laut ihm.

mfg

This friend also paid in with his Apple Pay credit card via another account, won and had his winnings paid out within the last 5 days. Despite the fact that he did the same thing on the account as on mine. And I still get an offer of €50 which they want to give me. Please help!

Dieser besagt Freund hat mit seiner Apple Pay Kreditkarte ebenfalls über ein anderes Konto einbezahlt, gewonnen und seinen Gewinn innerhalb der letzten 5 Tage ausgezahlt bekommen. Trottdessen das er das selbe getan hat auf dem Account wie auf meinem. Und ich bekomme weiterhin ein Angebot von 50€ was sie mir überlassen wollen. Bitte um Hilfe!

Hi Huncho79,

Thank you for providing more details.

We understand that your friend permitted you to use their payment method, but it’s important to clarify that not using your own funds for deposits breaches one of the core rules of any online casino. This rule exists to protect all parties from potential misuse or fraud and is a standard industry practice enforced by anti-money laundering regulations.

When deposits are made with a third-party payment method, it’s critical to notify the casino immediately to avoid any issues. Unfortunately, even if the payment method’s owner agrees, the casino can still flag this activity and, as you’ve experienced, may suspend the account and confiscate winnings if the proper verification process is not followed.

In cases like these, the casino may require the payment method’s owner to initiate a refund request, but this is at the casino's discretion and depends on various factors, including their terms and conditions. However, because the deposit was willingly authorized by the cardholder, a refund may not be guaranteed.

For these reasons, we are unable to proceed with this complaint. We strongly advise only using your own payment methods for deposits and withdrawals in the future to prevent such complications.

Thank you for your understanding, and if you need any further guidance, we’re here to help.

Best regards,

Petronela

Casino.Guru