V.Vegas Casino - Pelaajan tili on suljettu.

hello! 23 11 2025 made a deposit at the casino and won 350 euros. after two days of waiting , I received an account block . The withdrawal was not received, the money was also confiscated. they were blocked without explanation. I ask for help and a refund of the deposit. the deposit was made in cryptocurrency.

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.

Dear eteri,

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?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Dear Petra,

The player was briefly informed, that she violated the following T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

The player was abusing the bonus by pling Legion Hot 1 game with accumulative feature.

We would be happy to provide evidence.

Kind regards

There are no savings in Legion Hot 1, only bonus purchases, especially since the game was open for both bonus and regular play. Many games are closed for bonus play. That's what a slot is for, whether or not it offers winnings. I haven't only played this one slot, but also other slots and providers. I think it was unfair to block it, as play was allowed on this slot.

в игре легион хот 1 нет никаких накоплений там только покупка бонуса есть тем более игра была открыта для игры на бонусные и основные деньги. много игр закрыто для игры на бонус у вас . на то и слот давать или не давать выигрышь . и вообще я играла не только в этот один слот играла и в другие слоты и провайдеры. считаю не правомерно заблокировали так как игра была разрешена в этот слот.

I request a refund of my deposit

прошу возврата моего депозита

Hello,

The casino may agree to a 80 eur refund, that includes administrative fees.

Please let us know your decision.

Regards

Dear eteri

You may now request a withdrawal

Regards

Dear eteri and Vulkan Vegas Casino,

Thank you both for your cooperation and for providing all the necessary information.

Could you please let us know if there is any new evidence or progress regarding this complaint, or if we may proceed with closing the complaint in our system?

Thank you both in advance for your reply.

Dear eteri,

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.

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