The player's account has been closed for having multiple accounts. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Vulcan Vegas Casino - The player's account been closed.
Black points: 133
Amount: €550
Vulcan Vegas Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.4
Vulcan Vegas Casino has a Safety Index of 0.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear Sir or Madam, I earned a value of €560 and had €550 paid out. Nothing happened for a week, when I asked customer support yesterday, they confirmed to me that I should just be patient. Now my account has been blocked and when asked I was told that I had 2 accounts, funnily enough with the same email address....I have never set up a second account and it is impossible to register twice with one email.
In any case, they insist on my secondary account and refuse to pay out.
All deposits came from my account and I never registered again or anything, I'm totally desperate. Can you help me?
Kind regards
Nadine M*********s
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello NadineMeierdiercks,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulcan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when have you been playing in the casino? Did you ever process a withdrawal before? Was your account verified in the past?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello,
I've been playing there for about 1.5 years and I'm already verified. Already 1 or 2 withdrawals...a day before my account was blocked I asked the operator "Carl" why it is taking so long and he replied; Your payment is in process, you're verified and you just have to wait for the money!" The next day the account was blocked.
There is NO second account...especially since it is said to be with the identical e-mail address....Strangely, one day after the operator's reply.
Thank you in advance for your help! I'm really desperate...
Automatic translation:
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2 years ago
Thank you NadineMeierdiercks for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, Nadine,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulcan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Vulcan Vegas 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? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
It is possible to share the documents or data directly here, with your response, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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2 years ago
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’.
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2 years ago
Translation
What legal claims can you still make use of? Debt collection or possibly a lawyer? What can you recommend?
Automatic translation:
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2 years ago
In normal circumstances, I would recommend you contact the gaming authority that regulates the casino. However, it looks like the casino operates without a valid license. Therefore, there are not many options on how you could speed the process up. A lawyer would be expensive and could end up causing you a loss.
A chargeback would be another option, but it is the very last option. In that case, you would breach the casino's Terms and Conditions and you would be entitled only to refund your initial deposit(s) by the casino's bank, without earned winnings. Then, in addition, you could have problems with playing in other online casinos in the future.
Anyway, first, I would like to wait for the casino's response.
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2 years ago
Dear Nadine,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
