Vulkan Vegas Casino - プレイヤーが賞金を受け取れずにいます。

08/19/2022 I won at 10230 casino and requested a withdrawal of funds, but they asked me to wait 2 weeks, then they said that I needed to go through verification, and then my account was blocked.

19.08.2022 выиграл в казино 10230 и запросил вывод средств, однако 2 недели просили подождать, потом сказали, что нужно пройти верификацию, а потом заблокировали аккаунт.

Dear kurahovologistic,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello kurahovologistic,

Sorry you've faced issues.

Our anti-money laundering dept. has discovered, that your wife was registered as well at approximately the same time, similar gameplay is observed as well as the bonuses used.

Can you please tell us who does the bank card belong to (the one you deposited with) ?

Thank you in advance!

The wife registered and played on another account. Funds were replenished to my account and my wife from her card, we also requested a withdrawal of funds to her, after I won 10230 hryvnia on 08/19/2022 and she won 9500 hryvnia on 08/22/2022, however, we have not seen the won amounts to date, although they assured that you just need to pass verification. My wife and I sent you a photo of your passport, registration, a photo of the card from which the deposit was replenished and to which we asked for the withdrawal of winnings, also photos of ours with documents in hand to prove that we are not scammers, but in order not to pay the winnings, you simply blocked mine and wife's account.

Жена зарегистрировалась и играла на другом аккаунте. Средства пополнялись на мой аккаунт и жены с её карты, также на неё мы запросили вывод средств, после того как я выиграл 10230 гривен 19.08.2022 года и она выиграла 9500 гривен 22.08.2022 года, однако выигранных сумм мы на сегодняшний день не увидели, хотя уверяли, что нужно просто пройти верификацию. Я и жена отправили Вам фото паспорта, прописки, фото карты с которой пополнялся депозит и на которую мы попросили вывод выигрыша, также фото наши с документами в руках, чтобы доказать, что мы не мошенники, однако вы дабы не выплачивать выигрышь просто заблокировали мой и жены аккаунт.

Dear sir,

According to T&Cs of the Casino:

"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."

16.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.). "

You and your wife have breached at least two points of T&Cs.

Hope this clarifies.

Kind regards

Just the opposite! You accept a deposit from any account / system or credit card, and do not check receipts, make transfers to your account, that is, you debit money from people without understanding where they come from !!!!! Only when a person wins and asks for a win do you start to come up with some rules and try in every possible way to avoid payments, thereby embezzling other people's money. And understand, I didn’t try to "launder" money with your wife, but simply won. But you stole in the face of your casino!!! fraudulently we have 1100 hryvnia!

Как раз наоборот! Депозит вы принимаете с любого счета/системы или кредитной карты, и не проверяете поступления, делаете зачисления на аккаунт, то есть деньги с людей списываете не разбираясь от куда они приходят!!!!! Только, когда человек выигрывает, и просит выигрышь вы начинаете придумывать какие-то правила и всяческими способами пытаетесь избегать выплат, тем самым присвоивая чужие деньги. И поймите я у вас с женой не пытался "отмыть" деньги, а просто выиграли. А вот вы в лице вашего казино украли!!! мошенническим путем у нас 1100 гривен!

Dear kurahovologistic

Have you been able to read the T&Cs prior to registration?

Thank you!

Also, the Casino is ready to refund the deposits to the rightful owner of the card.

Kind regards

To register an account and make a deposit, it is not necessary to familiarize yourself with the terms of the game on your casino site! By e-mail, after my request to withdraw the winnings, you only sent the mandatory conditions for withdrawing the winnings (to pass verification), which I completed with my wife, but it was already 08/24/2022.

Для регистрации аккаунта и внесении депозита, на вашем сайте казино не является обязательным ознакомление с условиями игры! На электронную почту, после моей просьбы вывода выигрыша, вы лишь прислали обязательные условия для вывода выигрыша (пройти верификацию), которые я вместе с женой и выполнил, но это было уже 24.08.2022г.

Hello everyone,

Thank you both for your replies.

kurahovologistic, please understand that using a third party payment method to deposit and withdraw is prohibited in the vast majority of online casinos. As long as the casino states this fact in their T&Cs (quoted above by the casino representative), they have the right to confiscate any winnings accumulated with such deposits and close players' accounts.

We also share our opinion on this topic in our 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."

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 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.

I proved that I paid the deposit by sending a photo of myself in hand with my wife's card and with which the deposit was made. Well, if there are such rules, I agree to the return of the deposit in the amount of 500 hryvnias made to my account from my wife’s card to the legal owner of the card and the blocking of the won amount of my account, as suggested by the casino representative, and on my wife’s account I ask for the withdrawal of the amount won to the rightful owner of the card and unlocking my wife's account. I think this will be fair and thus the casino will prove its reliability rating. Thanks for understanding!

Я доказал, что вносил депозит, отправив своё фото в руках с картой жены и с которой был в несён депозит. Хорошо, если сушествуют такие правила, я согласен на возврашение внесённого на мой аккаунт с карты жены депозита в размере 500 гривен законному владельцу карты и блокировке выигранной суммы моего аккаунта, как предлогает представитель казино, а по аккаунту жены прошу вывода выигранной суммы законному владельцу карты и разблокировке аккаунта жены. Я думаю это будет справедливо и тем самым казино докажет свой рейтинг надёжности. Спасибо за понимание!

I apologize, but the casino acted in compliance with its T&Cs. I would like to emphasize that we are not in a position to ask casinos to reconsider and go against their anti-money laundering rules in order to pay winnings accumulated with someone else's funds, therefore we are not able to proceed further with this case. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.