The player from Chile had her account blocked after depositing 1010 euros and was close to meeting the rollover requirements for a bonus. She questioned the casino's claim of violating terms and conditions and sought the return of her deposits and potential winnings. The Complaints Team concluded that the casino was not held accountable for the account closure, as casinos had the right to restrict accounts at their discretion. Consequently, the complaint was closed due to the absence of an active real money balance being withheld.
Vulkan Vegas Casino - Player's account has been closed.
Closed
Our verdict
Other
Amount: €1,010
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
I entered 1010 euros to play in the casino, I played the cash and was playing the available bonus. I had approximately 1200 in the bonus with a rollover close to 100 euros to be able to release the bonus to real money and the next day when entering the casino to continue playing it appeared blocked, I asked by chat and they told me that I violated the terms and conditions of the casino, which I doubt because I was worried about not playing more than 5 Euros per play, the casino does not want to return my deposits or the amount I was about to release.
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4 months ago
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Hello,
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 understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- When did you create your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
TranslationI played only slot games
Yes, my account was fully verified.
The account was created on June 16, 2025
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4 months ago
Dear Danita2020
Can you please explain the disputed money amount? Where you've taken it from?
Regards
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4 months ago
TranslationI had several bonuses, I lost some and I managed to increase the balance on one of them. At that time, I had about 1200 euros. There were also several more bonuses with a balance that has a 40-fold rollover, but with luck, you play and sometimes they are released.
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4 months ago
Hello,
We can confirm the player has zero (0) on their real money balance.
The account is permanently locked.
Regards
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4 months ago
TranslationI see that Vulkan Casino says my current balance is 0, and that's clearly because they blocked me when I had 1,200 euros in the bonus, which was about to expire. I can be happy unless they return the deposits I made.
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4 months ago
Hello everyone,
Thank you both for your replies.
Danita2020, I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we cannot hold the casino accountable for their decision to close your account.
Casinos reserve the right to restrict or terminate accounts at their discretion, especially if there are concerns about irregular play or other suspicious activities — and in some cases, even without providing a specific reason.
As per our company policy, unless there is an active real money balance being withheld, we are not in a position to take further action. While this may not be the outcome you were hoping for, we have to stand by these guidelines.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
