Vulkan Vegas Casino - Das Spielerkonto wurde aufgrund einer Einzahlung von einer Kreditkarte eines Drittanbieters geschlossen.

Good evening, I created an account at the casino in question, initially deposited €70, to which I received a bonus of €140, unused bonus. I played, then I made 2 more deposits of €17 each, I started a game" fruit super nova" I played and won, I did it for 3 days, on Saturday I made a withdrawal request, on Sunday they asked for KVC verification, so far ok. I followed all the steps as requested. Surprise comes tonight, when trying to access the casino, surprise, account blocked. They claim several accounts, due to the fact that the deposit was made on a credit card, it was used on an account that belongs to my husband. They do not refund the deposit amounts, nor the €335 profit. Keep the account blocked, and they think they're right. How do I solve this?

Boa noite, criei uma conta no casino em questão, depositei inicialmente 70€, ao qual recebi um bónus de 140€, bónus não utilizado. joguei, depois efectuei mais 2 depósitos de 17€ cada, iniciei um jogo" fruit super nova" joguei e ganhei, fiz isso por 3 dias, no sábado fiz um pedido de saque, no domingo solicitaram a verificação KVC, até aí ok. Segui todos os passos conforme solicitado. A surpresa vem hoje a noite, ao tentar aceder ao casino, surpresa, conta bloqueada. Alegam várias contas, devido ao facto de, o depósito foi feito em cartão de crédito, o mesmo foi usado numa conta que pertence ao meu marido. Não devolvem os valores do depósito, nem os 335€ do lucro. Mantém a conta bloqueada, e julgam ter razão. Como resolvo isso?

Dear Geni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that casinos 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. 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."

Please understand, that by depositing from your husbands’ credit card 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

Good afternoon, the card doesn't belong to my husband, it's mine. This is an excuse for you to withhold earnings, this is called robbery in my land. I already informed that the card belongs to me and the earnings as well. Will it be necessary to send a photo of the card in question? I do it with pleasure, then we will see what will be your excuse for not returning my money!

Boa tarde, o cartão não pertence ao meu marido, é meu. Isso é uma desculpa vossa para reter os ganhos, isso chama se roubo em minha terra. Já informei que o cartão pertence me e os ganhos também. Será necessário enviar uma foto do cartão em questão? O faço com todo o prazer, ai veremos qual sera a desculpa de vocês para não devolverem o meu dinheiro!

I think that the photo of the emotive card is more than enough for you to return me the amount I earned fairly.

Julgo que, a foto do cartão emotivo mais que suficiente para vocês devolverem me o valor que eu ganhos de forma justa.

I informed this myself yesterday that the card was used by me and my husband, but the question is, they initially used accounts loaded with 3rd party data, and now that there are too many accounts, 1st account and mine, my husband's 2nd . The bank account for the accounts belongs to us and the card is mine. What is the infraction? Do you mean that in a house where 3 or 4 live they cannot have individual accounts, as the data will be the same? That's considered extra bills, blasphemy. What will be the next justification? I have attached to the complaint all the conversation I had yesterday with the support, I'm not changing my story with each answer.

Isso eu mesma informei ontem que, o cartão foi usado por mim e pelo meu marido, mas a questão é, usaram inicialmente de contas carregadas com dados de 3o, e agora que há demasiadas contas, 1a conta e minha, a 2a do meu marido. A conta bancária relativa às contas nos pertence o cartão é meu. Qual a infração mesmo? Quer dizer que em uma casa onde vive 3 ou 4 eles não podem ter contas individuais, pois os dados serão os mesmo? Isso é considerado contas a mais, blasfémia. Qual será a próxima justificação? Eu coloquei em anexo da reclamação toda a conversa que tive ontem com o suporte, não estou a mudar de historia a cada resposta.

And it's not that they blocked me again, they had released the account, I entered, played, won and what's the surprise, blocked! Here's the photo.

E não é que bloquearam me novamente, tinham liberado a conta, entrei joguei, ganhei e qual é a surpresa,bloqueada! Eis a foto.

Genicleia, could you please advise if you and your husband played with any bonuses? Have you both passed the KYC?

Hi, I played with bonuses before they blocked me again yesterday, but I didn't change the values in question! Because I know that to withdraw I have to have a deposit, that is, I don't withdraw bonuses.

Olá, eu joguei com bónus antes de me bloquearem novamente no dia de ontem, mas não mexi nos valores em questão! Pois sei que para sacar tenho de ter um deposito, ou seja não saca bónus.

Yes it is. We spent both at KYC

E sim. Passamos os dois no KYC

Did your husband play with bonuses?

I played with what I deposited, but had no winnings, nor did I use bonuses for withdrawals.

Jogava com o que depositava, mas não teve ganhos, nem utilizou os bónus para saque.

What do these questions have to do with my earnings? Is this time deposits with 3rd cards, duplicate accounts and now bonuses? Why all this? Save time? is the €335 when they are returned?

O que estás questões tem ver com os meus ganhos? Isso hora é depósitos com cartões de 3o, contas duplicadas e agora bónus? Por que disso tudo? Ganhar tempo?é os 335€ quando que os devolvem?

Please, answer the question, Genicleia. Did your husband play with bonuses? Yes or no. Thank you.

It has already been answered.

I played with what I deposited, but had no winnings. That's why it's NO

Ja foi respondida.

Jogava com o que depositava, mas não teve ganhos. Por isso é NÃO

Do you read what I write here? Fire!

Lêem o que escrevo aqui? Fogo!

They take forever to give an answer, and when they don't, they don't answer the question that is really under consideration. The value retained by the casino! Will I have to complain elsewhere too?

Demoram uma eternidade a dar uma resposta, e quando não não respondem a questão que realmente está em análise. O valor retido pelo casino! Terei de reclamar em outro lado também?

Another thing, we are talking about me and not my husband, after all it was me and not him who won, what has to do with what he does on his account with what I do on mine? Can you answer the questions I ask? Or is it that I can't know why there are so many questions about an account that has no earnings or has not made any withdrawals, with mine that had earnings and made withdrawals and this is being held by you?

Outra coisa, estamos a falar de mim e não do meu marido, afinal quem ganhou fui eu e não ele, o que tem haver o que ele faz na conta dele com o que eu faço na minha? Podem responder as perguntas que faço? Ou será que não posso saber o por que de tanta pergunta sobre uma conta que não teve ganhos ou não efetuou nenhum saque, com a minha que teve ganhos e efetuou saque e este está retido por vocês?

Genicleia, we never ask questions without any specific reason. I asked you multiple times one important question that could move forward our investigation and you refused to answer it clearly. We always try our best to help each player, but please understand that without the player's full cooperation it is not possible. Unfortunately, we are not able to proceed with our investigation under such conditions, and I am forced to reject this complaint.