Vulkan Vegas Casino - Der Spieler hat Mühe, seine Gewinne abzuheben.

I arranged the payout, but vulkan vegas doesn't budge at all. They don't reply to emails and just don't pay out.

Ich habe die Auszahlung veranlasst, aber vulkan vegas rührt sich überhaupt nicht. Sie antworten nicht auf Mails und zahlen einfach nicht aus.

Dear Tomislav,

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. Could you please advise if your account has been fully verified? 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

Hello, I verified my account, then the casino blocked it because my name is Tomislav and my nickname is Damir.

Now you think I play in 3 people. They try everything to avoid paying off. Because at last I'm the one who played. And sent the documents. The problem is the name.

Greeting.

Tomislav

Guten Tag, Ich haebe mein Konto verifiziert, dann hat das Casino es gesperrt weil ich Tomislav heiße, und mein Nick name lautet Damir.

Jetz denken sie ich spiele in 3 Personen. Sie versuchen alles um nicht auszuzahlen. Denn latzten endlich bin ich derjenige der gespielt hat. Und die Dokumente geschickt hat. Das Problem ist der Name.

Gruß.

Tomislav

Thank you very much, Tomislav, for your reply. Do I understand correctly that the problem is in verifying your name? Have you submitted a different name from the one that is displayed on your personal ID when registering your casino account?

I specified serbic when I registered, but I finally verified myself, which led to confusion.

Now the casino thinks I want to screw them, but I don't.

Ich habe bei der Registrierung damir serbic angegeben, aber letztendlich habe ich mich verifiziert, was für Verwirrung geführt hat.

Jetzt denkt das casino ich will sie bescheissen, aber das ist nicht so.

Could you please advise which name is displayed on your personal documents and IDs?

Please understand that you have submitted a completely different, made-up name instead of your real one. Could you please advise if there’s any official personal document issued on the name that you’ve submitted? Looking forward to hearing from you.

Hello, I took a picture of my colleague Srebric with a personal document. And my personal document (Tomislav), I also took a picture with Damir. Can I send you all the photos here?

Hallo, ich haebe gemacht foto von meine kolege Srebric mit persönlicher Dokument. Und meine personlicher dokument (Tomislav), ich haeb auch gemacht eine foto zusammen mit Damir. Kann ich schicke sie alle fotos hier?

Please forward any supporting evidence to petronela.k@casino.guru. Thank you in advance.

I wrote the email nicely.

Ich haeb schön geschrieben Email.

Dear Tomislav,

Excuse me, but I don’t even know where to start to explain what everything is wrong with registering a casino account under someone else’s name. I would strongly recommend avoiding this kind of action in the future. 

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Is it possible to do something? Because it is not small money .. Please please please help

3400 € are in my profile .. Please dear Petronela. 😔

Ist möglich zum etwas machen? Weil es ist nicht kleine geld.. Bitte bitte bitte hilfe

3400€ sind drine in meine profiele.. Bitte liebe Petronela. 😔

Dear Tomislav,

The money is in your account but you have registered your account using someone else's name. I'm truly sorry but we are only able to help players if they were mistreated, unfortunately, in this case, you are the one who breached the rules.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.