RESOLVED: Vulkanspiele - No Payment Issue

The Casino don’t want to verify my account because of one deposit that is nowhere to find. 23,03€ deposited with ethereum. But there are no casinos that make deposits with cents, even with crypto it’s always one rounded amount. 10/20/30/50/100 and not 10,03/20,03 etc. They don’t want to provide me any information about the deposit, what makes it impossible for me to find it. And I want to payout 25k and I can’t because they don’t verify my profile. Even after I send them all kind information and proves to verify myself.

Disputed amount: 25€

Casino: Vulkanspiele

Case #: 3789

25 thousand euros 

Hello ThatsAura,

First of all, welcome to our forum. We're sorry to hear that you are facing this kind of issue.

Could you please clarify if the casino specifies why this particular deposit is required for verification? For example, did they mention that it was a verification deposit, or could it be related to the use of a bonus or promotion?

Do you have any screenshots of your transaction history, wallet activity, or any communication with the casino regarding this deposit? If so, please feel free to send them to us via private message.

Please note that this casino is not listed on our website, which means we do not have direct communication with their team. However, we will reach out to them and try to assist you further. Please make sure to follow this thread for further updates and let us know if there is any progress on your side.

Thank you.

Hello ThatsAura,

Thank you for the additional information. Just to make sure we understand the situation correctly: you are stating that you did not make the €23.03 deposit, while the casino claims that you did.

Could you please clarify what the exact issue is with this deposit and why it is preventing your account from being verified?

Also, if possible, please send us a screenshot of your cashier / transaction history, where this deposit should be shown.

Please note that we have also contacted the casino regarding your case and requested clarification. We’ll update you as soon as we receive their response.

Thank you for your cooperation.

This is everything I have from them, but i searched for it everywhere and I can't find it anywhere. And I know didn't do any deposit with ethereum! I asked them to provide me something for me to be possible to find it somehow but they don't want to provide me anything what makes it for me impossible to find it. All my deposits after that one, were made only with credit/debit card. 

Hello ThatsAura,

We have received a response from the casino regarding this matter.

According to them, the €23.03 deposit in question was successfully processed on their side, which gives them the right, under their internal verification and AML policies, to request payment documentation related to that transaction.

Unfortunately, without specific evidence from your side showing that this deposit was not made by you, there is very little that can be done in this case. Since the deposit appears as successful in the casino’s system and is supported by an email confirmation from your side, the casino can request the relevant payment documents.

Please note that the casino’s Terms and Conditions clearly outline these requirements, specifically under Section 6. Verification of Your Identity; Money Laundering Requirements and Section 8. Deposits and Withdrawals to/From Your Account. For example: 

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

The casino has confirmed that this is their final position. Until the requested documentation is provided, the account verification cannot be completed.

We understand this situation may be frustrating, however, these requirements are part of the casino’s mandatory compliance and verification procedures.

Thank you for your understanding.

Then why they don't provide me a wallet where this was tranfered? Or a TXID? Because with the email that I got from them with the verification, with that Not Even on ethereum Site I can find something. They are doing Everything they can to make it for me impossible to find that deposit. 
 

I tried already everything! But without a wallet where the Money was Sent or without a TXID is impossible to find it anywhere. Why they denied that to me? Because they know that without that, is impossible to find the transaction. 
 

after that deposit all my deposits were made via credit/debit card. How comes that only that fiat deposit was made with ethereum? Its all a lie. 

Hello ThatsAura,

If you believed that the deposit in question did not belong to you, you should have contacted customer support immediately upon receiving the notification email. Since you proceeded to use the funds and continued playing with the balance, the deposit was treated as accepted and attributed to your account.

At this stage, we cannot confirm whether the casino is permitted to disclose the requested wallet number, as this may be restricted by data protection regulations.

I did. I told them months ago, and they did the same thing. It's not the First time. 

Hello ThatsAura,

We understand your concerns and frustration regarding this matter. However, as previously stated, the casino has confirmed that the deposit in question is recorded as successful in their system and falls under their AML and verification policies.

The casino has clearly stated that this is their final position. Until the requested payment documentation is provided, the account verification cannot be completed. As the casino is acting in accordance with its internal compliance procedures, we are unfortunately unable to assist further with this case from our side.

Based on the above, we will close Case #3789 and mark it as resolved.

If you are not satisfied with the outcome, you may consider submitting a complaint directly to the casino’s licensing authority.

Thank you for your understanding.