Vulkan Vegas Casino - Pelaajan tili on jäädytetty.

I am not able to connect to my account at vulkan vegas. I requested a withdrawal (500euro) and uploaded all the requested documents (kyc). I got an email that said my account was verified, but after this i could not log in. When I try, it says «internal error». I have tried to send an email, and contact the casino trough the chat, but they don’t answer me.

Dear Hildegunn,

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. Have you received a registration email from the casino when opening your account? Please forward it along with any relevant communication and supporting evidence 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

Thank you very much, Hildegunn, for forwarding the confirmation of your account verification. Could you please advise if you have accumulated your winnings with or without an active bonus?

I did not have any active bonuses.

Dear Hildegunn,

I do apologize for your troubles. Wish you'd turned to our live support to clear out the details.

Would you kindly clarify who does the account акк l*n.81@hotmail.com belong to. We can see the login from the same device, IP, as well as gameplay and bonus acquisition.

Thank you for cooperation!

Kind regards

Dear vulkan vegas. I tried to contact your chat, and to contact you via email - byt you did not answer me.

the email-adress you are refering to, is my husbands email. He had nothing to do with my winnings.

if I just could log inti my account an withdraw my winnings, this case would be closed 🙂

Thank you very much, Hildegunn, for your reply and clarification. Could you please advise if you have redeemed any promotional offers from this casino in the past? I have checked the general bonus terms and conditions, and this is what I found https://vulkanvegas.com/en/bonus-terms:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Vulkanvegas administration have a reasonable suspicion that the Account Holder has committed a bonus abuse (as such indicated in point 10, 14 and 16 of these terms), either on their own or as part of a group, Vulkanvegas reserves right to:

• forfeit the bonus allocated to the player and any winnings from that bonus;
• revoke, deny, or withdraw a bonus offer from a player;
• void the player's real money balance;
• block an access to Vulkanvegas;
• terminate the Account Holder’s account with immediate effect."

Looking forward to hearing from you.

as far as I know, I have not used any bonus campaign or the like. That my husband has also set up an account with Vulkan Vegas, and that there is a reason to exclude me / us, you should inform about when registering or depositing money. is it a problem that we both have an account on their pages? I was not notified why my account was closed.

Dear Hildegunn,

Please kindly understand, VulkanVegas team is following the rules and T&Cs that you accepted at registration.

Yes, both you and your husband were opting for promotional offers and received bonuses.

I am delighted to inform you, that your account has been unlocked, you may proceed with withdrawal. Should your husband want to continue playing - he should provide VulkanVegas with the documents to complete KYC check. Also, you will not be able to share the same promotion (meaning that only one of you will be allowed to opt for the promotion).

Have a nice evening!

Best regards,

Alexander

Thank you for your help and goodwill 🙂

Have a nice evening!

I am absolutely delighted. Vulkan Vegas Casino team, thank you very much for all your help and assistance.

Dear Hildegunn,

The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.

Dear Hildegunn

I see that the request of withdrawal was not successful, please kindly try again or speak to support so that they can suggest the available alternatives. Meanwhile, I've applied the gambling limit, thus you won't lose the money.

Thank you for understanding!

Kind regards

Dear Hildegunn

Just checked with the financial dept. Looks like the reason for unsuccessful transaction is due to incorrect phone number specified.

Please kindly double-check.

Thanks

Thank you for your assistance - I’ve correctef the phone-number and hope it will be right this time 🙂

I see it now worked 🙂

Wishing you further luck and have a pleasant evening!

Kind regards,

Alexander

It worked, so everything is good!

thanks alot! 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system.

We absolutely appreciate your immediate assistance, Alexander.

Dear Hildegunn,

Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru