Volcano Vegas payout (page 6)

Hi

Thanks for the reply Radka,

I didn't have any advantage over the casino because I didn't use any bonuses such as welcome bonuses or anything else on the new account.

The funny thing is that I've been playing on it for half a year, making high deposits and high payouts and this has worked without any problems. And suddenly my account is blocked when I win a lot in the live casino. The first account was indeed verified as was the new account.

Ok. All sounds quite good to me. Just make sure all those information is also provided to the complaint handler. That's very important. 🙏

I deposited over €4,000 over several days. Now I've won €5,000 and they haven't paid me out for four days. On top of that, they've blocked my account so I can no longer access it. What can I do? Can someone please help me?

Hello, quite a frustrating experience. Did you also get any email or reason why your account was blocked or not? I think it would need some explanation. Did you play with any bonus here? 

Try to tell me a bit more and we will see if we can assist you.🙂

No, I didn't receive an email, only when I asked via the chat on the site and I didn't take a screenshot, so it's been deleted!

At first they said the verification wasn't complete. I sent in photos of my face with my Visa card. Three days later my account was blocked so that I couldn't access it anymore. It was only through the chat on the site that I found out that I had entered incorrect details somewhere. That's why they blocked my account. Then I asked if they could activate me so that I could check it and correct it if necessary. No, that wasn't possible, that would violate some section of their terms and conditions. But as a gesture of goodwill, they offered to correct it and give me €1,000 as a thank you! If I didn't accept it, they would delete my account!

I accepted it, hoping I could access my account and take screenshots of the chats as proof, but everything was deleted! Now, of course, the €5,000 is gone, and I couldn't withdraw the €1,000 either!

And do you have any idea what you might have entered wrong in your information? The chat probably wouldn't stay there anyway, I have a feeling, when the agent is finished, but that's okay. 

So if you have a problem like that, I'd recommend filing a complaint and our team will try to help you. 

If you are interested, just click here.

No, I don't know what I might have entered wrong. After I was reactivated, I checked and everything was entered correctly.

When I click on the link you sent below, it doesn't open another page

Does it mean that the link is not taking you to the page where you can file your complaint, please?

Let's try this one. Let us know if it works, please.

Doesn't work either, it doesn't redirect me!

Please try to clear the cache and the cookies on your computer and even use a different browser.

If the issue still persists, please write an email to complaint@casino.guru. Our team will assist you.

Anyone can tell me whatever they want.

This online casino is simply a scam.

I won €5000 but haven't received an email to verify my email address for days.

I'm just being strung along.

I sent all the documents and everything was accepted except for one document, so it's incomplete.

I haven't received a verification email, but I've received several emails with offers and bonuses since I won.

Stay away from it, and especially from this provider. Take your money and go to a real casino.

Hello, has at least the support been communicating with you regarding the unfinished verification?

I know the rest is upsetting and may be a technical issue, but that doesn't change the outcome.

I want to ensure the KYC and withdrawal(s) go through, so can we stay in touch?

No, the support is absolutely unhelpful.

Everything is delayed so that I can just keep playing and losing the money.

We can certainly stay in touch.

That's even better... I guess that sometimes it's less painful to lose the money and be done with that; on the other hand, it is also the best possible outcome for the casino. Does not feel right given the circumstances.

May I know how long you have been trying to verify your account and withdraw?

Since Saturday.

I have sent documents several times.

I have requested an email several times to verify my account, but strangely enough, I haven't received anything from them except for advertisements with various offers and bonuses.

Well, perhaps they are not working on KYC through the weekend.

In my opinion, it would be cool to give them a few working days. From your posts, I get the impression that you've been struggling for a few weeks, to be honest.

I hope you will be paid sooner rather than later, of course.

Of course, I give them time, even on weekdays.

The support team was absolutely unhelpful.

I will not gamble away a single cent.

I'm waiting until they pay out.

Understood.

And I will be here to see that happen. 👍

Hello Radka,

As I said, I gave them time and they haven't even verified my account despite sending pictures several times.

Like I said, it's simply fraud.

I get that. Would you be interested in receiving potential assistance from my colleagues? There is a special team of complaint mediators focused on precisely this kind of situation, so if the casino will be willing to talk to us, we may try to help.