Vulkan Vegas Casino - Player’s account closed and winnings confiscated.

Hello Casino Guru. My hopes of claiming my winnings from Vulkan Vegas disappeared after my account was blocked, along with a payout of 10,000 euros. I understand that not everyone is destined to win such a large sum, especially someone as young as me.

I was accused of manipulating the program to change graphics.

My account has been verified since December 2023.

Before the winnings, I made about 4-5 deposits.

At the time of the payout, I was asked to send a photo showing my ID and the open player account.

I provided the document. From what I remember, it was approved but the account was not verified. After contacting live support, I received a message saying that I needed to send a selfie with the ID as well. I sent what the casino requested.

Shortly after, my account was blocked due to alleged use of the aforementioned program. I was devastated because they didn't tell me which images had the problem, only that it was the end with no chance of trying to claim the money.

Hello juliastolarvulkan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Would it be possible to forward those documents to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Nick,

We'd like to send you some proofs onto your e-mail. Is that ok with you?

Thanks

When the payment was made, they asked for a selfie with ID and the player's profile, which was approved, and then a selfie, usually, and I don't know about that because the account was blocked.

Hello, just a few moments ago I received an e-mail with information about video verification? I have absolutely no idea what it means? Please provide a brief explanation.

Regards

Here I am adding the content of the last conversation

Hello, I would like to inform you that my account has been unblocked and I have ordered a payment.

Hello juliastolarvulkan,

Do you wish to keep the complaint open until the money arrives or do you consider it as resolved as your account got verified.

Dear Vulkan Vegas, if the e-mail is still relevant please forward it to nikolas.b@casino.guru.

Hello,

We'd like to confirm the player received all the winnings.

Regards

Dear juliastolarvulkan,

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.

Hello and sorry. Thank you for your help, Thank you to the casino for wanting access to verification, Money in my account. I confirm what the casino wrote. Regards

Dear juliastolarvulkan,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru