Vulkan Vegas Casino - Pelaajan tili on estetty.

hello, my name is Diana B*******, about 4, 5 months ago I opened an account at vulkan casino vegas, I was very satisfied with the casino... I had some nice wins... of which my last win was 2000 euros, I want to repeat that I didn't make any statement, but shortly after this win my account was blocked because I played from Germany... I want to clarify that I live in Austria and I have never been to Germany... I tried then to contact an operator, but no one took me into account, today, tired of waiting for so many months, I decided to open another account to be able to contact an operator advised about my problem, I spoke to a operator, I explained my problem, to which he was able to tell me that it is forbidden to have two accounts because it is against the regulations, but no answer to my problem, I decided to be in touch with several operators and my they said that it appears in the system that I played in Germany and to prove residence in Germany... but I have nothing to prove, as I said earlier, I have never been to Germany... yes I can prove that I live in Austria, I have documents that can prove this but in Germany I have no way to prove this.. because I have never been there... I keep putting it off but to no avail I asked for an email address. .. but I was given an invalid address, it doesn't seem normal to me, how can I unblock my account to claim my money..

Dear Diana.Boligrad,

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. Do I understand correctly that you have been accused of accessing the casino account from a restricted country? Have you used a VPN to alter your location at any time while playing? Which country of residence did you submit when registering your account?

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hi no, I didn't use any VPN and I wasn't even in Germany, that's why I was also surprised, I want to believe that it's an error, I only played from Austria... I would like my problem to be solved, For 3 days I talk continuously with the operators from the volcano and they postpone me 

Which country of residence did you submit when registering your account, please?

Austria

Thank you for sharing all the required details, Diana.Boligrad. Your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello Diana.Boligrad,

I'm Michal and I have taken over your complaint. I have reviewed your case and just for confirmation, have you used only one device to log in and play in the casino? Do you live close to the German border by any chance? I can understand your frustration when you have not received relevant answers from the casino team about your issue, but creating another casino account is not the best option. I will contact the casino to shed more light on this matter.

We would like to invite Vulkan Vegas Casino to join the conversation.

Dear Vulkan Vegas Casino,

Can you please provide more information regarding the player's blocked account?

Hi Michal, yes I used only one device to play, I never used any VPN, I live in Austria about 200 km from the border with Germany i

t today I spoke with an operator and absolutely nothing happened, they tell me the same things, I will attach the conversation

t

Hello

The player may request the withdrawal.

We are kindly asking the player to be more attentive while using various VPNs.

Kind regards

Thank you for your response, Vulkan Vegas Casino.

Dear Diana.Boligrad,

As Vulkan Vegas Casino wrote you can submit a withdrawal. Please let me know once you do so or even better when you successfully receive the fund in your account.

Hello,

The money has reached the player's Skrill account already.

Kind regards

Dear Diana.Boligrad,

Have you successfully received the funds? If so, can we consider your complaint to be resolved?

Dear Diana.Boligrad,

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.

Dear Diana.Boligrad,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal