Vulkan Vegas Casino - Spelaren kämpar för att ta ut sina vinster.

As already announced, I only played once at this casino

Deposit via Visa no problem. Withdrawal after several attempts to enter the cardholder's name and never accepted, not processed further. I have not received a notification or payment on account. Eitel

Wie bereits mittgeteilt,i h habe nur einmal bei diesem casino gespieltä

Einzahlung per Visa kein Prpblem.Auszahlung nach mehreren Versuchen den Namen des Karteninhabers einzugeben und nie angenommen, ni ht weiter bearbeitet. Ich habe keine Mitteilung oder Abschlagzahlung erhalten Eitel

Dear E.Beccard,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear E.Beccard,

I’m very sorry but you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Please understand that all the requested information is essential if we wish to proceed with the case. 

Additionally, I would like to ask to reply to your submitted complaint inside this existing thread and not by filing new complaints. Replying inside this thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

You don't have to send screenshots of your personal documents to us, but to Vulkan Vegas Casino. I’m sure you understand that I don’t work for Vulkan Vegas Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

Your cooperation in this matter is highly appreciated. 

1. Thanks for your mail, but I enter exactly this card name and still no success
2. with my winnings. VAIN

1. Danke für ihre mail,aber genaudiesen karteninha ernamen gebe ich ein und trotzdem kein erfolg
2. mit meiner gewinnauszahlung. EITEL

Exactly that is my problem, as soon as I enter my cardholder name, it is wrapped in red and the

Winnings payment doesn’t work

Genaudas ist mein problem, sobald ich meinen karteninhabernamen eingebe,wird er rot ummantelt und die

gewinnaszahlungklappt nicbt.Eitel

Dear E.Beccard,

Did you receive a confirmation from the casino that your account has been fully verified already?

• Hello Petronella
• I sent my pictures today for verification.
• So far I have only been informed by them for verification.
• I now hope for success with your help. Thank you Eitel.

• Hallo Petronella
• Ich habe heute meine bilder zur verifizierung gesendet.
• Ich wurde bis jetzt nur von ihnen zur verifizierung informiert.
• Ich hoffe jetzt auf erfolg durch ihre hilfe.Danke Eitel.

I also met the last requirement. What else do I have to do

AN support @vulkanvegas. Send com? Vain

Ich habe doch auch die letzte anforderung erfüllt. Was muss ich noch

AN support @vulkanvegas. Com schicken?Eitel

I understand your frustration. I will set the timer for additional 5 days and if there’s no development by Monday next week, we will intervene. Let’s allow some time to casino to check your personal documents. Thank you in advance for your patience.

Hello E.Beccard

I can see that not all the documents have been provided by you.

Please turn to live support (not e-mail) and they will guide you through re the missing docs.

Thanks for cooperation.

Best regards,

Alexander

• What and how do you do live support? Vain

• Was und wie macht man einen live support? Eitel

I've tried again. Hopefully my documents arrived Vain

Ich habe es nocheinmal versucht.Hoffentlich sind meine Unterlagen angekommen Eitel

Dear E.Beccard,

I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Vulkan Vegas Casino to join us and help us resolve the player's issue.

Dear E.Beccard

Upon further investigation, we discovered another account of yours - 03.pla**ze@web.de

Device, deposits are exactly the same. Opening multiple accounts is strictly forbidden and violates the T&Cs:

5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.

The welcome bonus was used on both of your accounts.

Any specific reason you opened up the second account?

Thanks in advance!

Kind regards,

Alexander

• That's not true, I have 1 e mail and 1 gmail, I only deposited to one account
• and a balance of 539 euros in one account. I will
• I now turn to my legal protection and let them
• Claims and deletion of my credit are like this
• Unfortunately, the ratings and account cancellations of others are correct
• Player yes, so I won't give up

• Das stimmt nicht, ich habe 1 e mail und 1 gmail.Ich habe nur auf einem Konto eingezahlt
• und einen Konzostand von 539Euro auf einem Konto.Ich werde
• mich jetzt an meinen Rechtschutz wenden und lasse diese
• Behaupttungen und Streichung meines Guthabens so stehen
• Leider stimmen die Bewertungen und Kontoauflösungen anderer
• Spieler doch.So gebe ich nicht auf.Eitel

1. That's all wrong. I only have one account with a balance of 539 euros.

As you can see, I only deposited into one account and

I'm going to get in touch with my private legal expenses insurance now, and here's exactly that

happens what has been reported by many players but from me

didn't believe it

1. Das stimmt alles nicht.Ich habe nur ein konto mit einem guthaben von 539 euro.

Wie sehen können habe ich nur auf einem Konto eingezahlt und

gespielt.Ich werde mich jetzt mit meiner privaten Rechtschutzversicherung in verbindung setzen.Hier ist genau das

passiert was von vielen spielern berichtet wurde aber von mir

nicht geglaubt.eitel

Dear E.Beccard

We would be more than happy to provide all the necessary details. We are open for mutual cooperation.

Thanks

I can prove my payment details to LBB via my account statement, which is very clear

that I only paid into one account. After the test deposit, my balance increased to 549Euro. Vain

Meine Einzahlungsdaten kann ich über meinen kontoauszug der lbb beweisen, man kann ganz klar erkenne

das ich nur auf ein konto eingezahlt habe.nach testeinzahlung erhöhte sich mein guthaben auf 549Euro. Eitel

Dear Vulkan Vegas,

Could you please send us proof of your statement to nikolas.b@casino.guru. Also I wish both sides happy holidays.

Best regards,

Nick

Do you need a new screenshot? Vain

Brauchen Sie einen neuen screenshot? Eitel

I have now tried to clarify all of the questions. What more do you want

to finally pay off my profit vain

Ich habe jetzt alle fragen versucht zuklären.was wollen sie nochmehr

um meinen gewinn endlich auszuzahlen??eitel

Could please Vulkan Vegas Casino specify, which information did they require and which are they still missing from the player?

Unfortunately, I did not understand that. Should you contact me or should vulkan casino contact you?

Das habe ich leider nicht verstanden.Soll i h mich melden oder meldet sich vulkan casino?

Vulkan Casino also sent us e-mail regarding your case. They asked if you should send them bank transfer documents to complete your KYC.

If vulkan vegas wants to transfer, please send the documents to us

Wenn vulkan vegas überweisen will, gerne die unterlagen schicken.eitel

You have to send documents for verification to the casino.

I've sent everything, ID on both sides, Visa card on both sides, address. What is still missing?

Ichhabe alles geschickt,Ausweis beide Seiten,Visa Karte beide Seiten,Adresse.Was fehlt denn noch?

The last information I've got from the casino is that they still require your bank statement.

Funny, the casino has my gaming account with my name visa

account details, all deposits have been activated. Now asked

my account statements !! Can I also send the statements by post

send? If so, please give me the address. Thank you vain.

Komisch,das casino hat mein spielkonto mit meinem namen visa

kontodaten,alle einzahlungen sind aktiviert worden. Jetzt verlangt

man meine kontoauszüge!!Kann ich die auszüge auch per post

schicken? Wenn ja geben sie mir bitte die anschrift.danke eitel.

Dear Sir,

We are missing your ID and address proof.

As soon as you provide these two - we will gladly withdraw your winnings, despite the fact that you'd breached T&Cs by creating multiple accounts.

Best regards

Hi there

I have the missing documents (ID, home address

Sent two days ago to Support@Vulkanvegas.com

I wish you success. Thank you vain

Hallo

Ich habe die fehlenden Unterlagen( Ausweis,Wohnadresse

vor zwei Tagen an Support@Vulkanvegas.comgeschickt

Viel Erfolg. Danke Eitel

Please let us know if there will be any update ragarding the verification and withdrawal.

Hi there

Thank you Eitel. Unfortunately no feedback after sending the desired pictures for payment

Vain.

Hallo

Danke sagt Eitel Leider noch keine Rückmeldung nach übersenden der gewünschten Bilder zur Auszahlung

Eitel.

New

e message received from guru in english.

Unfortunately I cannot translate that. Please help, vanity

neu

e nachricht von guru in englischer Sprache erhalten.

Leider kann ich das nicht übersetzen. Bitte um hilfe.Eitel

I'm sorry but I don't really understand your last message. Could you please specify?

Hello Nic

I got a link from Matej@Casino.guru in English

Unfortunately I can't translate that. Vain

Hallo Nic

Ich habe einen Link vonMatej@Casino.guru in englischer Sprache

erhalten.Leider kann ich das nicht übersetzen. Eitel

Thanks for the mail. Last week you sent me again

sending of the documents ID and confirmation of residence

Payoff to secured, I've fulfilled everything but it always comes

new demands again. what's next?

Danke für die mail.in dervorigen woche haben sie mir nach erneuter

zusendung der unterlagen ausweis und wohnsitzbestätigung die

auszahlung zu gesichert,ich habe alles erfüllt aber es kommen immer

wieder neue forderungen.was kommt jetzt?eitel

Hello Matek

Now nothing works anymore. I've tried everything but I'm doing

nothing with my winnings. i will wait another 2 days

and then switch on my private legal protection insurance.

If there is a message, please send vain

Hallo Matek

Jetzt geht garnichts mehr. Ich habe alles versucht aber es tut sich

mit meiner gewinnauszahlung nichts.ich werde noch 2 tage warten

und dann meine private rechtsschutzversicherung einschalten.

Sollte es eine nachricht geben ,bitte senden eitel

Hello,

Since this becomes a burden to both of the sides, just in case, I've applied a gambling limit, so that the player does not lose the money.

Dear player, please send the ID and address proof to our support via e-mail or live chat, or simply upload to your profile.

Having done that - please make a withdrawal request.

Kind regards

Dear E.Beccard,

Please do as the casino advise and lets us know the outcome. Looking forward hearing from you.

Hello Nick

Apart from the fact that my sent documents are labeled as wrong, nothing happens.

after consulting my legal protection insurance, I will do it again today

Send my documents (ID card, confirmation of residence)

Payout of winnings is still not initiated, we have to leave the other

I still hope for a final WINNING PAYOUT. Vain

Hallo nick

Ausser das man meine gesendeten dokumente als falsch bezeichnet, tut sich nichts.

nach Rücksprache mit meiner Rechtsschutzversicherung werde ich heute nocheinmal

meine dokumente(personal ausweis wohnsitzbestätigung) schicken.sollte damit die

Gewinnauszahlung immer noch nicht veranlasst werden,müssen wir den anderen weg

veranlassen.ich hoffe immer noch auf eine endgültige GEWINNAUSZAHLUNG. Eitel

Dear Player,

You did not even log into your account since Jan 10...

Please kindly upload the documents requested, and we will be done in no time

Regards

Hi there

I got an email from complains@vulcanvegas.com today

I have sent my documents again.

ID WITH FACIAL SCANNING, FRONT AND

BACK, VISA CARD REAR AND FRONT RESIDENCE CONFIRMATION

I HOPE IT FINALLY WORKS.EITEL

Hallo

ich habe heute eine mail von complains@vulcanvegas.com

erhalten.ich habe nochmals meine dokumente geschickt.

AUSWEIS MIT GESICHTSCANNNG,VORDERSEITE UND

RÜCKSEITE,VISAKARTE HINTEN UND VORNE WOHNSITZBESTÄTIGUNG

ICH HOFFE DAS ES ENDLICH KLAPPT.EITEL

Dear E.Beccard,

Maybe it would be faster if you would login into your casino account and upload the documents there. E-mails may take longer time to read as directly uploading the documents to the verification section.

The account has been verified, please kindly make a withdrawal request via Bank Transfer.

Kind regards

How do you pay out winnings by bank transfer?

Wie geht eine gewinnauszahlung mit überweisung?eitel

Dear Eitel,

If you don't know how to make a withdrawal request, please kindly speak to our live support.

Thank you

Dear Player

We cannot make a withdrawal request for you.

Yesterday I see you signed in at 14.01.2021 19:58:26 (UTC)

Why didn't you make a withdrawal request?

Regards

Hello Nick

Iv keep trying to get into the payout via provil. No chance it only reacts to

deposit what now vain.

Hallo nick

Iv versuche immer wieder über provil in die auszahlung zu gelangen.keine chance es reagiert nur auf

einzahlung was nun eitel.

Dear E.Beccard,

Please do as the casino advises and login into your casino account and make a withdrawal request so it can be processed as fast as possible.

As already communicated via provil for the payment does not work,

Only my credit balance is shown. I can make the payout

not start.eitel

Wie bereitsmitgeteilt über provil zur auszahlung klappt nicht,

es wird immer nur mein guthaben angezeigt.ich kann die auszahlung

nicht starten.eitel

Hi there

As recommended, I have been trying my WINNING PAYOUT since January 14th, 2021, as suggested my account,

Profile, payout. After pressing Payout always appears

my balance of 549.44 euros. I can't activate a payout, what should I do?

Hallo

Wie empfohlen vesuche ich seit dem 14.01.2021 meine GEWINNAUSZAHLUNG, wie vorgeschlagen mein konto,

Profil ,auszahlung.nach drücken auf Auszahlung erscheint immer

mein guthaben von 549,44Euro. Eine Auszahlung kann ich nicht aktivieren.Was soll ich nur noch machen.eitel

Please kindly speak to our Live Support

Dear player.

Please tell me, why did you make a deposit?

As I told before, we've placed a gambling limit. We just wait for you to make a withdrawal request.

Thanks for cooperation

Vulkan casino tells me to deposit 20Euro to get 100% payout. Paid in,

Account shows deposit, withdrawal doesn't work again. The whole thing fails again after input

After entering the name, it will appear in red and the payout will stop. Vain

Vulkan casino teilt mir mit, 20Euro einzuzahlen um 100%auszahlung zu erhalten. Eingezahlt,

Konto zeigt Einzahlung an, Auszahlung klappt wieder nicht. Die ganze sache scheitert wider nach eingabe

Karteninhabernamens.Nach eingabe des namens erscheint dieser in rot und die auszahlung stoppt. Eitel

I notice that only 4.44 euros are left on my account.

Where are the remaining 570.00euro?

Ich stelle fest,das nur noch 4,44euro auf meinem konto sind.

Wo sind die restlichen 570.00euro?eitel

You've got to be kidding)

16.01.2021 15:08:12 (UTC)  - the time you made withdrawal requests, the requests are being processed on the payment provider's side. All two requests were made to the card 423044******3176

Regards

Dear E.Beccard,

Please let us know when the money arrives on your account.

Hello Nic

No payment has been received yet

Hallo Nic

Es ist noch keine Zahlung eingegangen.Eitel

Hello Nick

Still no payment booked

Hallo Nick

Immer noch keine Zahlung verbucht.Eitel