Vinyl Casino - A conta do jogador foi encerrada após ganhar um jackpot.

Hello, I hit a jackpot at this casino and my account was deactivated. Now I want my money back. Please help me.

Hallo ich habe in diesem Casino ein Jackpot geknackt und mein Konto wurde deaktiviert und nun möchte ich mein Geld zurück. Bitte helfen sie mir.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, could you please clarify the following details?

• Which game did you play when you won the jackpot?
• When exactly did you win it, and was your account suspended immediately afterward?
• Have you completed the full KYC verification process at this casino, or at least submitted any identity documents for verification?
• Have you contacted the casino’s customer support after discovering that you were unable to access your account? If yes, what explanation did they provide?

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

Best regards,

Veronika

Hello, I only played at the casino twice: on October 21st when I deposited €410, and the last time on October 23rd when I deposited €200 and hit the jackpot on Bells (€1500). I was banned on October 28th.

The total amount in question is €2130; there were 3 payouts in progress totaling €1120, and a remaining balance of €960 is in the player's account.

A KYC verification was not required, and the chat informed me...

Yesterday, a withdrawal of €20 was processed, which I received, but I haven't received a withdrawal of €1100, nor any email notification. I want the money paid out as soon as possible. The account is still blocked, so I can't log in and therefore can't see anything. I'm really angry about this.

Hallo, ich habe nur zweimal in dem Casino gespielt, am 21.10 da habe ich 410€ eingezahlt und das letzte Mal am 23.10. da habe ich 200 € eingezahlt und den Jackpot bei den Bells geknackt (1500€)und gesperrt wurde am 28.10.

Es geht um insgesamt 2130€ , es waren 3 Auszahlungen in Bearbeitung von insgesamt 1120 und ein Restbetrag von 960 Euro liegt auf dem Spieler Konto.

Eine kyc Überprüfung wurde nicht gefordert und der Chat hat mir mitgeteilt . .

Das gestern eine Auszahlung von 20€ gemacht wurde die ich auch bekommen habe und eine Auszahlung von 1100 , die ich aber nicht erhalten habe auch keine E-Mail darüber. Ich möchte das Geld so schnell wie möglich ausgezahlt bekommen. Das Konto ist nach wie vor gesperrt so das ich mich nicht einloggen kann und daher auch nichts sehe. Ich bin echt sauer über diese Art und Weise.

So far I have received nothing but €20; €2110 is still missing.

Bis jetzt habe ich außer 20€ nichts weiter erhalten, es fehlen noch 2110€

Account access not possible

Kein Kontozugriff möglich

This is a joke, the account is blocked and I'm waiting for the remaining €2110.

Das ist ein Witz, Konto ist gesperrt und ich warte auf die restlichen 2110€

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

Thank you

Vielen Dank

Hello Muhi,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Vinyl Casino to join the conversation.

Dear Vinyl Casino,

Could you please provide clarification on why the player has still not received their winnings?

If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Dear Player,

Thank you for contacting.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

        each action performed using a Duplicate Account is considered void;

        any promotions that the Duplicate Account has participated in will be cancelled;

        any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be

reversed and will be owed back to the Company;

         the Duplicate Account will be closed without an option to reopen it.

We trust this clarifies our position and we thank you for your understanding in this matter.

Dear Michal ,

We have send you an email regarding the matter , please review it at your earliest convenience.

Best regards,

Vinyl casino team.

What's going on? Pay out my money. Anything else would be fraud. I registered at your casino and played. I have absolutely no idea where you're coming from with your arguments.

Was soll das, zahlen sie mein Geld aus. Alles andere wäre Betrug. Ich habe mich registriert in ihrem Casino und habe gespielt. Mir ist völlig unklar wie sie auf ihre Argumente kommen.

I hit a jackpot with my real money; the money belongs to me and they have to pay it out.

Ich habe mit meinen Echtgeld ein Jackpot geknackt, das Geld gehört mir und sie haben es auszuzahlen.

And even if I already had an account with them, I wouldn't be able to register again as a new customer.

Und wenn ich schon ein Konto bei ihnen gehabt hätte könnte ich mich auch nicht wieder als neu Kunde registrieren.

I just tested whether it's possible to register twice at a casino where I'm already registered, and lo and behold, it showed a duplicate; the account with the same details already existed. Since I've had the same name and date of birth for 44 years and the same address for 6 years, their argument is flawed. So, please pay out my money.

Ich habe das jetzt Mal getestet ob man sich zweimal registrieren kann, bei einem Casino wo ich schon registriert bin und siehe da, da kam Duplikat, Konto mit den Daten schon vorhanden. Und da ich seit 44 Jahren den selben Name plus Geburtsdatum habe und die Adresse seit 6 Jahren habe ist ihre Argumentation falsch. Also zahlen sie mein Geld aus.

I registered with them and they accepted me as a player.

I deposited €610 and they accepted my money.

This constitutes a business relationship, and therefore the profits must be accepted and paid out.

Anything else is unfair and fraudulent.

I point out the importance of player protection; their system must prevent a player from registering twice. Such a thing shouldn't work unless it's a method to withhold winnings and stakes.

Ich habe mich bei ihnen registriert und sie haben mich als Spieler akzeptiert,

Ich habe eingezahlt (610€) und sie haben mein Geld akzeptiert,

Damit sind wir eine Geschäftsbeziehung eingegangen und somit sind die Gewinne auch zu akzeptieren und auszuzahlen.

Alles andere ist unlauterer und betrügerisch.

Ich weiße sie auf den Spielerschutz hin, ihr System muss verhindern das ein Spieler sich zweimal registrieren kann, so was darf gar nicht funktionieren außer es ist Methode um Gewinne und Spieleinsätze einzubehalten.

Dear Vinyl casino team,

Thank you for your email. I have responded back with some additional inquiries.

Dear Muhi,

I understand your dissatisfaction with the situation, but do I understand correctly that you indeed registered/used more than one account at Vinyl Casino?

While I can agree with you that the casino system should not allow you to create a duplicate/multiple account if you insert the very same details, however, it is not yet a industry requirement that all details are checked at the registration stage and it is quite common that player's tend to insert different information to be able to create a account at the casino, that's why basically all online casinos have rules in place that explicitly specify that "Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials, etc.

Any such discrepancies are usually discovered once a KYC and/or AML check is initiated, which is triggered at the withdrawal request.

As the casino team correctly stated, you have agreed to the casino's terms and conditions once you registered your account.

Anyway, if an "old" account was created a long time ago, let's say 6 months ago, and has not been actively used for months and was not closed by the casino team for rule breaches, then just the mere fact that there were more accounts created, but only one account (the recent one) was actively used, should not be a valid reason for confiscation of the winnings as long as the player did not gain any unfair advantage.

Please list the email addresses you commonly use for registering in online establishments.

I don't know if I've ever played at that casino before; when would that have been? There needs to be proof. But I assure you that I don't register with different information; that's a malicious claim. I always register with my correct address, date of birth, and full name. Please verify this. This can't be true.

Ich weiß nicht ob ich in dem Casino schon Mal gespielt habe, wann sollten den das gewesen sein. Dann muss auch ein Beweis dafür da sein. Aber ich versichere ihnen das ich nicht mit verschiedenen Daten mich registriere, das ist eine böswillige Behauptung. Ich registriere mich grundsätzlich mit meinen korrekten Adressdaten, Geburtsdatum und vollständigen Namen. Bitte überprüfen sie das. Das kann nicht sein.

I did nothing wrong and would like this to be checked.

Ich habe Nichts falsch gemacht und möchte das das geprüft wird

I'm absolutely stunned, when does someone ever win a jackpot? This can't be happening! Please help me.

Ich bin wirklich fassungslos, wann gewinnt man den Mal ein Jackpot, das kann doch nicht wahr sein was hier los ist. Bitte helfen sie mir.

The casino invited me to play at their casino via email, so I registered and played, and now they're claiming I'm already registered there.

Das Casino hat mich per E-Mail eingeladen in ihrem Casino zu spielen und da habe ich mich registriert und gespielt und jetzt wird behauptet das ich dort schon registriert bin

The casino bombards you with bonus offers to get you to deposit money; thankfully I didn't use them, and then they come up with some excuse not to pay. I demand my money back; this is unacceptable.

Das Casino spamt einen mit Bonusangeboten zu damit man ja einzahlt, Gott sei Dank habe ich die nicht genutzt und dann kommt man mit irgendeinem Grund um nicht zahlen zu müssen. Ich fordere mein Geld, so geht das nicht

Dear all,

We would like to inform you that your main account remains active. However, according to our Terms and Conditions, you have violated the rules, and therefore, any duplicate accounts will remain closed and any winnings obtained on the Duplicate Account will be void.

We hope this helps clarify this matter for you, thank you for your understanding!

Vinyl Casino team

I want proof of two active accounts. That's not correct, and they know it. They accepted me as a new customer, accepted my money, and thus a business relationship was established.

Quit quo pro. I give and I receive. It is unethical and fraudulent for them to take money without providing anything in return. That is illegal. Therefore, they must refund my deposit, which is €610.

Ich möchte Beweise über 2 Aktive Konten. Das ist nicht korrekt und das wissen sie. Sie haben mich als Neukunde akzeptiert, mein Geld akzeptiert und damit ist eine Geschäftsbeziehung entstanden.

Quit quo pro. Ich gebe und bekomme. Es ist unsittlich und betrügerisch wenn sie Geld nehmen ohne Gegenleistung. Das ist rechtswidrig. Dann haben sie meine Einzahlung zurück zu erstatten, das sind 610€.

I would like to file a complaint with the supervisory authority; which one is that in this case?

Ich möchte Beschwerde bei der Aufsichtsbehörde einlegen, welche ist das in diesem Fall?

Dear Muhi,

I have reached out to the casino team for additional evidence, which, once obtained, will enable me to fully evaluate the situation. Should it be confirmed that you have operated more than one account in a relatively short time, we will have to regard your complaint as unjustified, as this violates the rules upheld by virtually all online casinos.

Please be reminded that you accepted the casino's terms and conditions at the time of your account registration.

I hope to offer clarification shortly.

Dear Vinyl Casino team,

I'm still waiting for your reply to my email. Furthermore, could you please assist the player in understanding how they can further pursue their case to the regulator?

As I have stated several times, I do not have two active accounts. Therefore, I demand proof of this, because it is absolutely untrue.

Wie schon mehrfach gesagt habe ich keine zwei Aktiven Konten. Deshalb fordere ich Beweise dafür, weil es absolut nicht wahrheitsgemäß ist.

Dear Michal,

We kindly request that you check the information we have provided via email.

We appreciate your cooperation.

Best regards,

Vinyl Casino team.

Please check this carefully, because it is incorrect that there are two active accounts.

Bitte überprüfen sie das genau, weil es ist nicht korrekt das es zwei aktive Konten gibt.

Dear Vinyl Casino team,

Thank you for your email containing the evidence. I have replied and politely requested further evidence to make sure I have a full understanding of the situation.

I'm awaiting your response.

Dear Michal ,

We kindly request that you check the information we have provided via email.

We appreciate your cooperation.

Best regards,

Vinyl Casino team.

Please carefully examine these so-called proofs. I assure you once again that I do not have two active accounts. I've racked my brains, but I can't think of anything, so please check the casino's information very, very carefully.

Bitte überprüfen sie diese sogenannten Beweise genau, Ich versichere nochmals das ich keine zwei aktiven Konten habe. Ich habe mir schon den Kopf zerbrochen aber mir fällt nichts ein, also bitte überprüfen sie die Angaben des Casinos ganz ganz genau.

Dear Vinyl Casino team,

Thank you for your email. I have conveyed my insights regarding the situation and what appears to be the suitable actions to take moving forward.

Dear Muhi,

I have reached out to you via email (michal.k@casino.guru). I'm looking forward to your reply.

Hi Michal, I sent you an email. Thank you for your support.

Hallo Michal, ich habe ihnen eine Email geschickt. Danke für ihre Unterstützung.

Hello, what is the current status?

Hallo, wie ist jetzt der Stand?

Dear Muhi,

Thank you for your email and the additional information. I have already shared my thoughts on your case via email to you, and I am currently awaiting a response from the casino team.

I will provide you with an update as soon as one becomes available.

Dear Vinyl Casino team,

I am currently awaiting your response to my most recent email.

Dear Michal ,

Thank you  for contacting.

We kindly inform you that we reviewing the case .

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Vinyl Casino Team.

OK

Dear Vinyl Casino Team,

I’ve emailed you once more with some additional information that may be helpful. I appreciate your attention to it and await your feedback.

Is there an update?

Gibt es ein Update?

Dear Michal ,

We kindly request that you check the information we have provided via email.

We appreciate your cooperation.

Best regards,

Vinyl Casino team.

Dear Vinyl Casino team,

Thank you for your email and your constructive collaboration. I am pleased that we were able to reach a mutual understanding on how to address this matter.

Dear Muhi,

The casino team will contact you shortly with guidance on the next steps. I am confident that once the verification process is completed successfully, your winnings will be released to you.

Ok

I'm waiting for the email.

Ich warte auf die E-Mail

I received an email asking me to verify my account, but I still can't log in and I don't know which documents I need to upload.

Ich habe eine Email erhalten das ich mich verifizieren soll, kann mich aber nach wie vor nicht einloggen und weiß nicht welche Dokumente hochgeladen werden sollen

Dear Muhi,

Please check your email. We have sent you the details of what we need.

We appreciate your cooperation.

Best regards,

Vinyl Casino team.

I just sent him all the documents by email.

Ich habe soeben ihn alle Dokumente per Mail geschickt

Is there an update?

Gibt es ein Update?

Dear Muhi,

Please check your email. We only require one final item,Once this is received, we will proceed with the final verification steps.

We appreciate your cooperation.

Best regards,

Vinyl Casino team.

I just sent the image. Please process it more quickly. Thank you.

Ich habe soeben das Bild gesendet. Bitte um beschleunigte Bearbeitung. Danke

Is there an update?

Gibt es ein Update?

I would like an update.

Ich bitte um ein Update.

Dear Muhi,

We kindly inform you that we reviewing your case .

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Vinyl Casino Team.

Dear Muhi,

We kindly inform you that your account is now verified and open !

Thank you for the patience and understanding !

Kind regards,

Vinyl Casino Team

The account balance is incorrect, where is the credit?

Der Kontostand stimmt nicht, wo ist das Guthaben?

It should be €2130

Es müssten 2130€ sein

390 and 20 were paid, so the account balance should be €1720. Please correct this.

390 und 20 wurden gezahlt also müsste der Kontostand 1720€ sein, bitte korrigieren sie das

That was my last statement, and at that time, withdrawals were being processed. Please check this; the account balance is incorrect.

Das war mein letzter Stand und zu diesem Zeitpunkt befanden sich Auszahlungen in Bearbeitung, bitte überprüfen sie das, der Kontostand stimmt so nicht

That was the small jackpot

das war der kleine Jackpot

Dear Muhi ,

Thank you for contacting.

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Vinyl Casino.

Ok I'll wait.

OK ich warte.

Dear Muhi ,

Thank you for contacting.

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Thank you for your patience and understanding.

Kind Regards,

Vinyl Casino.

OK

Is there an update?

Gibt es ein Update?

€550 is missing, please correct this immediately. Thank you.

Es fehlen 550€ , bitte korrigieren sie das unverzüglich. Danke

Dear Muhi ,

Thank you for your patience ,

We kindly inform you that the correct funds have been added to your account.

Kind regards,

Vinyl Casino.

They credited the jackpot amount but not the entire balance that existed before they closed the account.

Sie haben den Jackpot Wert gutgeschrieben aber nicht das gesamte Guthaben was vorhanden war bevor sie das Konto geschlossen hatten.

€550 is missing.

Es fehlen 550€

Dear Vinyl Casino,

Could you kindly provide clarification regarding the credited amount?

The total was €2130. Minus the €390 and €20 paid, they only credited €1170, so €550 is missing. You can see this in the system yourself, how much real money was there before the account was closed, so correct it.

Es waren insgesamt 2130€ abzüglich den gezahlten 390€ und 20€ haben sie nur 1170€ gutgeschrieben also fehlen 550€ und das sehen sie im System auch selbst, wie viel Echtgeld zum Zeitpunkt vor der Kontoschließung da waren, also korrigieren sie das

Dear Muhi,

Please be informed that when the account was reopened on 2 December, it held an active balance of 1,170 EUR, which had already been played down.

After reviewing the issue you reported regarding missing funds, we have credited the remaining 730 EUR 

To clarify, 1,170 EUR had already been used, and 730 EUR is currently available in your account.

In total, 1,900 EUR has been credited to your account following the reopening.

Kind regards,

Vinyl Casino.

OK 👍 Thank you for your support

OK 👍 Dankeschön für ihre Unterstützung

I can't answer the phone, can you please remove the block?

Ich kann nicht abheben, können sie die Blockierung raus nehmen bitte

The system says withdrawal limit exceeded, please lift it. I haven't made any withdrawals this month.

Das System sagt Auszahlungslimit überschritten, bitte heben sie das auf. Ich habe noch gar keine Auszahlung diesen Monat gemacht.

Hello, I have now been able to request the payouts and as soon as they are completed I will close this complaint.

Hallo, mittlerweile konnte ich die Auszahlungen beantragen und sobald diese abgeschlossen sind werde ich diese Beschwerde schließen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Muhi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru