Vulkan Vegas Casino - Player’s account blocked during withdrawal.

Dear mapetsco,

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. 

• Could you please clarify which bonus you played with? If possible, please post here a link or promo code you used to activate the offer.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

HELLO, I took advantage of the BONIUS OFFER. AS I REMEMBER, I think it was a code for 200% of the deposit, I remember the name of the code. I know the regulations well and I am not breaking them, especially since it was my second payment. I did not receive a specific reason on the LIVE support. ONLY A GENERAL CONVERSATION. I DID NOT LEAVE MONEY, BONUS OR FS, AS IT IS SAYED, TO TURN IT INTO REAL MONEY LATER. I ALSO DON'T PLAY COLLECTIONS OR ANYTHING YOU CAN CALL THEM. THE MAN FROM VULKAN WROTE THAT THERE IS A CHANCE TO EXPLORATE MY PROBLEM AGAIN, THANK YOU

Thank you very much, mapetsco, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, mapetsco,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Vulkan Vegas Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked? Have disputed winnings been confiscated?

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?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello Branislav,

The e-mail with explanations and proofs were just sent.

Kind regards

Dear mapetsco,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - bonus abuse in a specific way - exploiting/bypassing game restrictions while playing with an active bonus and "delayed rounds". For understandable reasons, no further details will be disclosed, you know what you did. The casino acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Vulkan Vegas Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru