Vulkan Vegas Casino - Hráčův ověřený účet byl zablokován.

I've been playing at Vulkan Vegas since 2021 and have had no issues with withdrawals up to this point. Suddenly, they're asking for documents even though I'm already verified. I sent everything they requested, and then they blocked my account! When I contacted their support, they said there was suspicion of money laundering and that I need to send more documents. It's my money that's at stake, and I just don't know what I should do next. Can someone help me?

Ich spiele seit 2021 bei Vulkan Vegas und hatte bis jetzt keine Probleme mit der Auszahlung. Auf einmal wollen sie Dokumente haben, obwohl ich verifiziert bin. Habe alles hingeschickt und auf einmal haben sie mein Konto blockiert! Als ich dem Support geschrieben habe hieß es Verdacht auf Geldwäsche ich solle weitere Dokumente an den Support schicken. Mir steht das Geld zu und ich weiß einfach nicht was ich jetzt machen soll. Kann mir jemand helfen?

Dear Michi220,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have been verified since 2022. The deposits and withdrawals have worked great so far, even for smaller amounts.

Ich bin bereits Verifiziert seit 2022. Die ein und Auszahlungen haben bisher auch super geklappt bei kleineren Summen.

I was asked to upload another document even though I have been verified since 2022. I did that, but the casino kept removing it. I uploaded it 3 times and also received a confirmation email. This morning my account was suddenly blocked on the grounds that they wanted bank statements from the account I used to deposit in order to rule out money laundering, which makes no sense because it worked for years with smaller amounts. Best regards

ich sollte noch ein Dokument hochladen obwohl ich schon seit 2022 Verifiziert bin. Das habe ich auch gemacht, jedoch wurde es vom Casino immer wieder entfernt. Habe es 3 mal hochgeladen und auch eine Bestätigungs email erhalten. Heute Morgen war mein Konto auf einmal blockiert mit der Begründung das sie Kontoauszüge haben wollen von meinem Konto mit dem ich eingezahlt habe um Geldwäsche auszuschließen was keinen Sinn macht weil es jahrelang funktioniert hat bei kleineren Beträgen. MfG

Dear Michi220

Is there an issue to provide the requested documents?

Thank you for cooperation!

Regards

I have sent everything and have paid out several times. My account was blocked with 47,000€ on it with the reason that documents were missing, but I also sent them by email

Ich habe alles hingeschickt und habe auch schon öfter ausgezahlt mein Account wurde blockiert mit 47000€ drauf mit der Begründung das Dokumente fehlen die habe ich aber auch per email gesendet

Can someone please answer here?

Kann hier auch mal jemand antworten bitte ?

Hi Michi220,

• Could you please advise if you already provided the requested document?

Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.

Thank you.

Yes, I sent the documents 4 times. My account was then blocked and they requested bank statements, which I also sent, several times. They said that my account would be activated as soon as I sent the bank statements. I get an email every day asking me to send them. Verification is enough for me, I sent everything.

Ja, habe die Dokumente 4 mal hin geschickt. Daraufhin wurde mein Konto blockiert und Kontoauszüge gefordert, die ich ebenfalls hingeschickt habe, mehrfach. Sie haben die Aussage getätigt, dass mein Konto freigeschaltet wird, sobald ich die Kontoauszüge gesendet habe. Ich bekomme jeden Tag eine email das ich sie senden soll. Es reicht mir Verifizierung, habe alles komplett hingeschickt.

Thank you very much, Michi220, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Michi220,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vulkan Vegas Casino,

Could you possibly provide additional information regarding the player's account blockage and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello

The player has provided some document at 2024-05-07 14:32:38

It will be reviewed shortly.

Regards

I have already sent the document 10 times

Ich hab das Dokument schon 10 mal geschickt

Dear Michi220

Would you kindly comment on the following:

1) You've uploaded the proof of the ownership of the bank account that does not belong to you; this violates the T&Cs of the casino

2) You still have not provided a proof of ownership of the bank account de3520************0701. Would you mind sending it please?

Thank you for cooperation!

Regards

Dear Michi220,

Could you comment on the issues brought up by the casino?

I already sent it!

Ich habe es bereits gesendet!

Dear Vulkan Vegas Casino,

Could you give us an update regarding the documents provided by the player? Did you receive everything needed?

Also, Michi220, could you comment on the issue of the proof of the ownership of the bank account that does not belong to you?

Hello

The player did not provide the proof of ownership of account de3520************0701, as well as he did not provide the explanation for point 1 above.

Kind regards

Dear Michi220,

Please, could you comment on the issues brought up by the casino so we can move forward with this case?

I've already sent a bank statement 5 times, why are you always looking for excuses not to pay out my money? Then we'll just get a lawyer involved!

Ich habe schon 5 mal einen Kontoauszug gesendet wieso sucht ihr immer Ausreden um mein Geld nicht auszuzahlen? Dann machen wir es halt mit einem Anwalt!

Dear Michi220,

Did you provide the casino with the proof of ownership of the account de3520************0701?

Yes, I have!

Ja habe ich!

Dear Vulkan Vegas Casino,

Can you confirm that the player has provided said document? Was the document sufficient or were there any problems with it?

Dear Michi220

We were unable to find any document within the uploaded ones concerning de3520************0701.

Also, you have not provided the clarifications to "You've uploaded the proof of the ownership of the bank account that does not belong to you; this violates the T&Cs of the casino"

Thank you for cooperation!

Regards

Dear Michi220,

Could you comment on the issues brought up by the casino? If not, I will be forced to close this complaint.

Dear Michi220,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have already provided the bank statement and I don't understand what the problem is. I had no problems with deposits and withdrawals for 3 years, but with this amount all at once? I either get the winnings of €47,000 or I take legal action against it.

Ich habe den Kontoauszug bereits bereitgestellt verstehe nicht wo das problem ist hatte 3 Jahre keine Probleme mit ein und Auszahlung aber bei dem Betrag auf einmal schon? Entweder bekomme ich den Gewinn von 47.000€ oder ich gehe gerichtlich dagegen vor.

We can also agree on a specific value. I would be happy with that.

Wir können uns auch auf einem bestimmten Wert einigen. Würde da entgegen kommen.

Dear Vulkan Vegas Casino,

Do I understand correctly that the player did not provide the proof of ownership of the account he wants to withdraw the funds to, but instead he provided proof of ownership for another account, that does not belong to him?

Dear Michal

It sure looks like that.

The casino is ready to pay out the entire amount, as long as no T&Cs were not breached.

Warm regards

Dear Michi220,

Are you insisting on the fact that the account in question is in fact yours and is in your name? Would you be able to and willing to share the proof of ownership with me? Please send all the relevant info to michal.v@casino.guru.

Dear Michi220,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will send it to you tomorrow at the latest, as I am in the hospital and do not know if I will be discharged today.

Ich werde es ihnen spätestens morgen zukommen lassen, da ich im Krankenhaus liege und nicht weiß, ob ich heute noch entlassen werde.

Thank you, Michi220 for the answer.

I will be waiting for your email.

Dear Michi220,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Can I please have your email again where I should send it

Kann ich bitte nochmal ihre email haben wo ich es hinschicken soll

Please send all the relevant info to michal.v@casino.guru. I will be waiting for your email.

I will send him everything later

Ich werde ihn später alles zukommen lassen

Dear Michi220,

I am setting a timer for the last time. If you fail to provide the requested evidence, I will be forced to reject this complaint.

I already sent it to them

Ich habe es ihnen schon gesendet

Dear Vulkan Vegas Casino,

Can you confirm that you have received the requested documents that are correct this time?

Dear Michal

Unfortunately, we can't confirm the player provided the requested proof of ownership of the account de3520************0701. The support constantly requests it via e-mail, but in vain. The player only threatens to go to court, etc.

Regards

Thank you, Vulkan Vegas Casino for the update.

The player couldn't provide proof of ownership of the casino account, although he was asked many times to do so, and was given the chance and time to respond. Having used somebody else's account goes directly against the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal V, Casino.Guru