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They blocked my account in January and they told me that my case was being reviewed, and they never gave me a solution. 5 months later they told me about this site to be able to deal with the casinos!

They tell me that I opened multiple accounts and it is not like that!

me bloquearon la cuenta en enero y, me dijeron que mi caso estaba siendo revisado, y nunca me dieron una solucion 5 meses despues me comentaron este sitio para poder lidiar con los casinos!

me dicen que abri multiples cuentas y no es asi!

Dear ezequielrojo1905,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

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

I passed all the kyc verification, I had no active bonuses, they were linked to several thousand that I don't know

Pase toda la verificación kyc, no tenia bonos activos, se me vincularon con varios mil que no conozco

Thank you very much for your reply, ezequielrojo1905. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I was looking for info but I didn't take screenshots! In any case, if the casino gets involved, it will know how to answer this situation better than me!

estuve buscando info pero no saque capturas!, de todas maneras si se involucra el casino va a saber contestar esta situación mejor que yo!

Thank you very much, ezequielrojo1905, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi ezequielrojo1905,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Vulkan.bet Casino to join this conversation and share more information regarding the case.

Can you please explain why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello ezequielrojo1905 and CasinoGuru team!

The account ezequielrojo1905@gmail.com has been blocked for violating section 10.5 of our T&C's, specifically for money laundering.

Ezequielrojo1905 repeatedly made deposits in significant amounts using the Astropay One Touch payment system, then placed several bets with smaller amounts (the total amount of bets in each case was significantly lower than the deposit amount) and requested withdrawals to a cryptocurrency wallet. Such behavior occurred at least 8 times, indicating intentional use of the site for money laundering purposes.

Thank you!

Dear Vulkan.bet Casino,

If that is the case, can you please provide us with relevant evidence supporting your decision?

You can send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hello!

Prior to continuing the investigation

Can you also let us know the reason you NEVER wagered your deposits (which resulted in 20% commission at withdrawal)?

Can you please let us know, why immediately after a deposit you were making only 2-3 bets and placed a withdrawal request?

Can you please clarify, why you were depositing via one payment method and withdrawing (always) to a different one?

Thank you!

Dear ezequielrojo1905,

Can you please answer the casino's questions above?

Vulkan.bet Casino, I still haven't received supporting evidence. May I ask you to forward the data to my email address? (tomas.k@casino.guru)

Thank you both.

Kind regards,

Tomas

first of all! I withdrew because I never leave money in the casinos when I get tired of playing! I enter the game and I leave!, I already happened to other platforms that deposited money and I was never able to withdraw and over time they disappeared! That's why I prefer to handle myself that way,

If I entered several times, I played a little and left! what is the problem? I have a way to justify my income! The money that I use all of it! I apologize if they took it in a way that it wasn't!

And I use another means of payment because my virtual wallet does not let me withdraw in crypto, only receive! And when I have to use that money, I exchange it in the currency of my country, that's why I use different means both to deposit and to withdraw, apart from that, I talked to support and they told me that I could do it without problems, what's more, I always did it, for I keep insisting that why they let me play that way and they agreed when I put a considerable amount of money, it seems to me that the situation is the other way around here, you are cheating me here!

primero que nada! retiraba por que no dejo nunca plata en los casinos cuando me canso de jugar! entro juego y salgo!, ya me paso con otras plataformas que deposite dinero y nunca pude retirar y con el tiempo desaparecieron! por eso prefiero manejarme de esa manera,

si ingrese varias veces jugue poco y sali! cual es el problema? tengo manera de justificar mis ingresos! la plata que utilizo todo!, les pido disculpas si lo tomaron de una manera que no era!

y utilizo otro medio de pago pago por que de mi billetera virtual no me deja retirar en crypto, solamente recibir! y cuando tengo que usar ese dinero lo cambio en la moneda de mi pais, por eso es que uso diferentes medios tanto para depositar como para retirar, aparte hable con soporte y me dijeron que podia hacerlo sin problemas, es mas lo hice siempre, por eso sigo insistiendo de por que me dejaban jugar de esa manera y se acordaron cuando puse un monto considerable de plata, me parece que aca la situacion es al revez, ustedes me estan estafando aca!

Dear ezequielrojo1905,

Thank you for explaining the situation. I will now extend the timer by 7 days for the casino to provide me with the requested evidence.

Kind regards,

Tomas

Hello Tomas!

Data has been sent to your email. Please check it

Thank you

Thank you for the response and evidence, Vulkan.bet Casino Team.

Dear ezequielrojo1905,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient evidence that you have acted against the casino's terms and conditions as mentioned above.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. However, do not hesitate to contact us if you run into any issues with this or any other casino in the future.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. 

Best regards,

Tomas