VulkanSpiele Casino - Os ganhos do jogador estão sendo confiscados.

I've had my account for a while now, it's verified, and deposits were made via credit card from MY account or via Paysafecard. I played very well. Yesterday I won, wanted to withdraw it, and received an email saying it was being processed. Then, this morning, I got another email saying I supposedly violated a rule about not having multiple accounts. First of all, I ONLY played on this account, which is clear from the payment history. I only know about my ACCOUNT, and I only ever played there 🙁 It's really upsetting to lose €1000 even though I won! It's strange; deposits always go through, but when you win, you just get deleted! Please help me 🙁

Mein Konto habe Ich schon länger es ist veriefiziert und es wurden Einzahlungen per Kreditkarte von MEINEM konto durchgeführt oder per Paysafecard, ich habe sehr gut gespielt. Nun habe Ich gestern gewonnen wollte es Auszahlen und bekomme auch eine Mail das es in Bearbeitung sei, und Zack heute morgen eine Mail das ich angeblich verstoßen hätte gegen eine Regel das mehrere Konten besagt, erstens habe ich NUR auf diesem Account gespielt, was nachzusehen ist in der Zahlungs Historie denn ich weiß nur von meinem ACCOUNT und ich spielte auch nur da 🙁 es macht mich echt Traurig 1000 euro weg obwohl man gewonnen hat! komisch Einzahlen geht immer aber wenn man gewinnt wird man einfach gelöscht!Bitte hilft mir 🙁)

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Dear Janinemike,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please advise which games you accumulated your winnings - slots, live casino, sports betting, etc.?  
• Have you accumulated your winnings with or without an active bonus? 
• Could you please confirm if you have passed the KYC verification? 
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Best regards,

Jean