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Dear Moppel1968,

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? Have you passed the KYC account verification successfully in the past, please?

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

Do I understand correctly that you, your brother, and some more friends, all played from one IP address but using different devices? Which games you were playing please (live games, slots, or multiplayer)?

I play slots and my buddies also as far as I know where is the problem that my buddies use my welan if you live in a house with more families it would be normal where is the problem they just want to avoid paying

Slots spiele spielen ich und meine Kumpels auch so weit ich weiß wo ist das Problem das ich meine Kumpels mein welan nutzen wenn man in einem Mehr Familien Haus wohnen würden wäre es ja auch normal wo ist das Problem sie wollen sich doch nur vor der Zahlung drücken

Have you passed the KYC account verification successfully in the past, please?

Yes, I have what should the whole theater pay in but not pay out here in the Sauerland, that's what we call fraud

Ja habe ich was soll das ganze Theater einzahlen lassen aber nicht auszahlen bei uns hir im Sauerland nennt man so was Betrug

I'm sorry but I don't understand completely. Could you please forward confirmation about successful account verification to petronela.k@casino.guru?

I'm sorry but you haven't addressed my previous query. Could you please forward confirmation about successful account verification to petronela.k@casino.guru? Thank you in advance.

Really you just want to kid me how should I do that because they closed my account they just want to avoid paying I already said I have a lot of time and money I'll make it my hobby to get them ready I after the course of the eats I gave you my money to transfer my money to start with the publication in all casino ratings and I'll ask my friend at RTL to report about your activities we'll see who laughs in the end and does it now to transfer my money you scammers and I copied everything we wrote and I will publish that too until then LG

Sach Mal wollt ihr mich nur verarschen wie soll Ich das denn machen sie haben doch mein Konto zu gehmacht sie wollen sich doch nur vor der Zahlung drücken ich sagte schon Ich habe viel Zeit und Geld ich werde es mir zum hobi machen sie fertig zu machen ich werde nach ab Lauf der frisst die Ich ihnen gegeben habe mir mein Geld zu überweisen mit der Veröffentlichung in allen casino Bewertungen anzufangen und werde meinem Freund bei RTL mal bitten über ihre machen schaften zu berichten wir werden sehen wer hir am ende lacht so und nun macht hin mir mein Geld zu überweisen ihr Betrüger und ich habe alles was wir geschrieben haben kopiert und auch das werde ich veröffentlichen bis da hin LG

I’m sure you understand, Moppel1968, that I don’t work for Vulkanbet Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. 

If you have received email confirmation regarding successful casino account verification, please forward it at your earliest convenience to petronela.k@casino.guru. Thank you in advance.

Nope I don't usually I always delete all post a gang

Nee habe ich nicht in der Regel lösche ich immer alle Post ein Gange

I'm truly sorry but if several players play from one IP address and their accounts are not previously verified it is always difficult to negotiate with the casino. Could you please advise in which order were the accounts created?

No, how am I supposed to do that, but I only have one account because my friend and my brother only have one account there, I don't know what that's supposed to be, they just let me deposit my money, that's cheating, nothing else and such a casino has to do that Crafts are put in place and, if necessary, with the city prosecutor's office

Nee wie soll ich das denn machen aber Ich habe nur ein Konto da mein Freund und mein Bruder haben da auch nur ein Konto ich weiß nicht was das soll einzahlen gelassen hat man mich nur mein Geld Abzocken das ist berug nichts anderes und solchen Casino muss das Handwerk gelegt werden und zur Not mit der stadsanwaltschaft

It is very important to find out who's account was created first and who followed. Please try to elaborate.

First I had to register, then my buddy and finally my brother

Zuerst hatte ich mich anzumelden dann mein Kumpel und als letztes mein Bruder

Thank you, Moppel1968, for the clarification. When you say "But not exactly anymore I had paid in with a bonus but didn't use it" do I understand correctly that your last winnings of €620 were accumulated without any active bonus, please?

Yes, I did not claim the bonus

Ja ich habe den Bonus nicht in Anspruch genommen

Thank you very much, Moppel1968, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Vulkan.bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Moppel1968,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan.bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan.bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified? Are you able to substantiate the casino's decision with sufficient evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Yes, of course we will continue what is right must remain right. I would like to thank you in advance. Until then, I hope that I will still get my money from LG

Ja klar machen wir weiter was Recht ist muß Recht bleiben Ich bedanke mich schon mal bei ihnen bis dahin ich hoffe das Ich mein Geld doch noch bekomme LG

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Yes, this is really a great casino, they are scammers!!!!

Ja das ist echt ein super Casino das sind doch Betrüger!!!!

Dear Moppel1968,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the casino, the complaint was reopened.

Dear Moppel1968,

Although there is reasonable suspicion that you opened several accounts in the casino, your case was re-reviewed by the casino, and it is ready to unlock your account and proceed with the withdrawal, as the winnings were not gained by a no-deposit bonus solely.

Did the casino contact you regarding the update? Is there any progress on your issue?

Hello, no one has contacted me.

Hallo nein mich hat keiner Kontaktiert.

Hello Moppel1968

You may request your withdrawal.

Regards

Dear Moppel1968,

Can you please log into your account, request a withdrawal, and let us know about the progress?

Looking forward to hearing from you.

Hello, I've just applied for the payout, let me surprise you, say thank you

Hallo habe gerade die Auszahlung beantragt lasse mich mal überraschen sage schon Mal danke

Alright, Moppel1968. Thank you for your confirmation.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Hello I wanted to thank you again vulkan.bet finally paid out it just came into my account thank you for your help

Hallo ich wollte mich noch einmal bei euch bedanken vulkan.bet Hat endlich ausgezahlt es ist grade auf meinem Konto eingegangen danke euch für eure Hilfe

Great news, Moppel1968!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. Even though it took longer, I am very glad you received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Vulkan.bet Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru