Vulcan Vegas Casino - プレイヤーのアカウントは閉鎖されました。

Dear Sir or Madam, I earned a value of €560 and had €550 paid out. Nothing happened for a week, when I asked customer support yesterday, they confirmed to me that I should just be patient. Now my account has been blocked and when asked I was told that I had 2 accounts, funnily enough with the same email address....I have never set up a second account and it is impossible to register twice with one email.

In any case, they insist on my secondary account and refuse to pay out.

All deposits came from my account and I never registered again or anything, I'm totally desperate. Can you help me?

Kind regards

Nadine M*********s

Sehr geehrte Damen und Herren, ich habe einen Wert von 560 € erspielt und 550 € auszahlen lassen. Es erfolgte eine Woche lang nichts, auf meine Nachfrage gestern beim Kundensupport wurde mir bestätigt, dass ich lediglich noch geduld haben soll. Nun wurde mein Konto gesperrt und auf Nachfrage wurde mir gesagt, dass ich 2 Konten hätte, witzigerweise mit der identischen E-Mail Adresse....ich habe nie ein Zweitkonto eingerichtet bzw ist es doch unmöglich sich zweimal mit einer EMail zu registrieren.

Jedenfalls beharrt man auf mein Zweitkonto und verweigert die Auszahlung.

Alle Einzahlungen kamen von meinem Konto und ich habe mich nie erneut registriert oder sonst etwas, ich bin total verzweifelt. Könnt ihr mir helfen?

Mit freundlichen Grüßen

Nadine M*********s

Hello NadineMeierdiercks,

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

Could you please advise since when have you been playing in the casino? Did you ever process a withdrawal before? Was your account verified in the past?

Looking forward to your answer.

Regards,

Nick

Hello,

I've been playing there for about 1.5 years and I'm already verified. Already 1 or 2 withdrawals...a day before my account was blocked I asked the operator "Carl" why it is taking so long and he replied; Your payment is in process, you're verified and you just have to wait for the money!" The next day the account was blocked.

There is NO second account...especially since it is said to be with the identical e-mail address....Strangely, one day after the operator's reply.

Thank you in advance for your help! I'm really desperate...

Hallo,

ich spiele seit ca. 1,5 jahren dort, und bin bereits verifiziert. 1 oder 2 Auszahlungen gab es schon...einen Tag bevor mein Konto gesperrt wurde habe ich den Operator "Carl" gefragt, warum es so lange dauert und er antwortrte; Ihre Zahlung ist in Bearbeitung, verifiziert sind sie und sie müssen nur noch auf das Geld warten!" Am nächsten Tag war das Konto gesperrt.

Es existiert KEIN zweites Konto...zumal es angeblich mit der identischen E_mail Adresse sein soll....Komischerweise einen Tag nach der Antwort des Operators.

Danke im Voraus für eure Hilfe! Ich bin wirklich verzweifelt...

Thank you NadineMeierdiercks for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks so much!!!

Vielen lieben Dank!!!

Hello, Nadine,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulcan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulcan Vegas Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

It is possible to share the documents or data directly here, with your response, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you very much for your help!

Vielen lieben Dank für deine Hilfe!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What legal claims can you still make use of? Debt collection or possibly a lawyer? What can you recommend?

Welche juristischen Ansprüche kann man noch in Anspruch nehmen? Inkasso oder ggf. Anwalt? Was können Sie empfehlen?

In normal circumstances, I would recommend you contact the gaming authority that regulates the casino. However, it looks like the casino operates without a valid license. Therefore, there are not many options on how you could speed the process up. A lawyer would be expensive and could end up causing you a loss.

A chargeback would be another option, but it is the very last option. In that case, you would breach the casino's Terms and Conditions and you would be entitled only to refund your initial deposit(s) by the casino's bank, without earned winnings. Then, in addition, you could have problems with playing in other online casinos in the future.

Anyway, first, I would like to wait for the casino's response.

ok, that's how we do it 🙂

ok, so machen wir das 🙂

Dear Nadine,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru