The player from Peru had had her account at Vulkan Vegas blocked during the withdrawal process. The casino had claimed the player was betting from the Netherlands, which she had denied, stating she resided in Peru and hadn't traveled. After the player had provided further details about her gaming activities and device used, the casino had allowed her to regain access to her account. The player had confirmed that she was able to withdraw her winnings successfully. The issue had been considered resolved by both parties.
Vulkan Vegas Casino - Peruvian Player's account blocked on geographical grounds.
Amount: 460 S/.
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day, my complaint is with the VULKAN VEGAS game. I am from Peru and I created an account through a link that was sent to me on October 17th. After a week of trying to withdraw my winnings from an Olympus game, my Vulcano Vegas account was blocked on Wednesday, October 25th. This occurred right in the middle of the verification process, with only approval of my deposit account number remaining. I inquired about the reason behind the account suspension and they stated that I was playing from the Netherlands. I informed them that I am from Peru and that no one else has access to my account. They then told me that my request would be forwarded to management. On the morning of October 28, I spoke with an online game advisor who said I could regain access to my account on the condition that I accept the balance to be wiped clean. I asked if there was any other way to restore access and they requested border crossing stamps, travel documents, and hotel reservations. However, I cannot provide these as I have not traveled. I desperately need your assistance, please.
Automatic translation:
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1 year ago
Dear BrendaUgazSalazar13,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did you achieve your current balance with or without an active bonus?
- Could you please explain if, during your play at the casino, you used a VPN service to alter your location?
- Which devices you used to play in the casino? (phone/ personal computer)
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Dear BrendaUgazSalazar13,
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.
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1 year ago
Dear BrendaUgazSalazar13
Sorry for inconveniences caused.
Can you please let us also know if you've played from Chile.
Thank you!
Kind regards
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1 year ago
Translation
Good morning, I deposited 190 soles but there was a bonus of 228, if I'm not mistaken, the total balance with all the bonuses was 418, I won about 442 or 470. The truth is that I don't remember the OLIMPOS game and then I wanted to withdraw all the money. The amount was more than 800 soles, LIKE 870 soles, but at the time of withdrawal it only allowed me to withdraw what I had earned, which was 470.30 soles, so I entered the entire card but the withdrawal was still incomplete, that's where I realized that it had to be verified to I was able to withdraw the money so I uploaded each document that they asked me for in the process, some rejected it and I uploaded photos again and they approved me but in that approval process I also played in some games of which I only had balance left to withdraw 460 soles then From then on I no longer spent a single sol of balance since they told me that the verification was taking because the amount to be withdrawn is changing. I am already playing so I waited for the verification to be able to withdraw and then continue playing because I still had a balance left, then I sent the The last photo that was missing for them to approve was the photo of the account number where it was deposited. They blocked my account.
No, I do not use any VPN since that is also what I answered when talking to an advisor. And I play from a A 31 Samsung cell phone
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1 year ago
Dear BrendaUgazSalazar13
You may now access your account and continue using the service.
Kind regards
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1 year ago
Thanks to Vulkan Vegas for the good news.
Dear BrendaUgazSalazar13,
Please let me know if we may consider the issue resolved, or whether you require further assistance.
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1 year ago
Translation
Good evening, thank you very much if I was able to recover my account and since it is already verified I was able to successfully withdraw my money, THANK YOU VERY MUCH 🥰😁
Automatic translation:
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1 year ago
Dear BrendaUgazSalazar13,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and Vulkan Vegas Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
