The player from Sweden had a locked account at Vulkan Vegas after he accidentally entered an incorrect date of birth during registration. Despite completing identity verification and increasing his balance to 1250 USD, he was only offered a partial payout of 250 USD, with the remaining 1000 USD withheld. The player did not respond to requests for additional information needed to investigate the issue further. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player resumed contact.
V.Vegas Casino - Player's account is closed and winnings confiscated.
Closed
Our verdict
Player stopped responding
Amount: 1,250 USD₮
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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4 months ago
Translation
I made a deposit of 1000 USD at Vulkan Vegas. During registration, I accidentally entered an incorrect date of birth due to a date format mix-up. After that, I completed full identity verification (KYC), which was approved and confirms that I meet the age requirements.
I made some profit and the amount increased to 1250 USD
Despite this, my account was locked, and the operator announced that only 250 USD would be made available, while the remaining 1000 USD is being held. Access to the account will only be granted if I accept this partial payout.
Automatic translation:
Public
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Dear Lejon31,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you more effectively, could you please provide answers to the following questions:
- What specific date format mix-up occurred during your registration?
- When did you complete the identity verification (KYC), and how long did the approval process take?
- Could you please clarify the casino's reasoning for permitting only a partial payout of $250?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
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3 months ago
Dear Lejon31,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
