V.Vegas Casino - Player’s withdrawal has been delayed.

Dear karbowskipawel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Dear karbowskipawel,

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.

Additional comments from the player:

I deposited PLN 40 into the deposit account and got a bonus, met the turnover conditions and won over PLN 1,300. When I wanted to withdraw part of the money, PLN 1,000, suddenly the casino blocked my account, explaining that I had a second account for a woman. I never had a second account and I wanted to withdraw my money. No one used my e-mail, IP or phone, only me. I did not create other accounts with different data

My money was from an active bonus after making a deposit and so my account was previously verified

Hi karbowskipawel,

• Since we have numerous Vulkan Casinos in our database, could you please provide the exact URL of the casino website?

Thank you.

Additional comments from the player:

I have switched the complaint to the correct casino. Thank you, karbowskipawel, for the clarification.

Hi karbowskipawel,

One last question, please: Was your account previously verified? If so, could you please forward the confirmation of successful KYC verification to petronela.k@casino.guru?

Thank you.

Greetings,

We'd like to confirm such player does not exist at Vulkanvegas.

Kind regards

Thank you, Vulkan Vegas Casino team, for your assistance.

Dear karbowskipawel,

Could you please provide the email address you used to register at this casino? The casino representative couldn't locate any account with the details already provided.

Thank you.

Dear karbowskipawel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.