The player's winnings were voided and account closed for money laundering. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
Vulkan.bet Casino - The player's winnings were voided.
Amount: €11,000
Vulkan.bet Casino
Safety Index:Above averageSafety Index
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7.2
Vulkan.bet Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
Translation
Played my way up to 11,000 euros with 35 euros, after which my account was blocked for "money laundering". Customer service doesn't help me. I'm waiting
Automatic translation:
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2 years ago
Hello Lux388,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulakn Casino UA. Please allow me to ask you a few more question before we would move forward.
When exactly did this issue happen? Did you use any kind of bonus to accumulate your winnings? Was it your first deposit in the casino and was your account verified?
When was the last time the casino responded to you and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello, the problem occurred yesterday! I didn't use a bonus and it was my third deposit! I deposited a total of 4x 100 euros. My account is not verified yet but I have sent all the documents to them!
the casino replied that:Dear user,
Your account has been terminated for breach of Rule 10.5 (If the Company suspects that you are engaged or have engaged in any fraudulent, illegal or improper activity, including but not limited to money laundering activities or any other conduct in breach of the Terms may Your access to the Services may be terminated immediately and/or your account suspended. If your account is terminated or suspended in such circumstances, the Company will have no obligation to refund any monies held in your account to you. The Company shall be entitled to the appropriate authorities, other online service providers and banks, credit card companies, electronic payment processors or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity. You will fully cooperate with the Company in the investigation of any such activity.). You are prohibited from creating a new account and playing on our website. Any new accounts you register will be suspended.
Sincerely, Joseph
Vulkan.bet support team member
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2 years ago
Hello Lux388 and thank you for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Lux388,
I will assist you with the complaint from now on. I would like to ask representatives of Vulkan Casino UA into the conversation in order to shed light on the situation.
Vulkan Casino UA, could you explain why you concluded Lux388 engaged in fraudulent activities? Based on what information? Feel free to provide evidence of your claims to my email address at tomas@casino.guru
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2 years ago
Translation
Good afternoon. According to our information, we do not have a registered player with the mail lux38@gmx.at. It is likely that the player is referring to another casino. I also want to remind you that we do not have the euro currency on our website.
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2 years ago
Hi Lux388.
The complaint was filed under the wrong casino, but it is understandable, there are too many of Vulkan casinos. 🙂 I have just fixed it.
We will now try to get in touch with the casino.
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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
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear Lux388,
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
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1 year ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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1 year ago
Translation
Hello Jozef! Thank you for your help, if it works and the casino pays the money I would like to accommodate you and give you something too!
Unfortunately, I just think that nothing will happen, unfortunately!
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1 year ago
Hello,
We are happy to inform, the player may continue playing/withdraw the funds.
Kind regards
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1 year ago
Dear Lux388,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
