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

My account was blocked and funds taken away for a made up reason, this is not the first problem I have had with this casino. There were more than 1200 euros in the account. Please help

Dear Gracooo_7,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? What was the reason given by the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Hello,

The account is permanently blocked due to violation of bonus T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

Regards

I have been playing here for about a month, and they blocked my account yesterday. I got an email from them that the account has been blocked permanently and they are taking my funds. They wrote that I violated the rules even though I played all the time normally, they wrote me like this: It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance.

I played with the help of a bonus which they make available on social media, but this amount had already been turned over and was for withdrawal which I ordered but did not come through the blockade 

Thanks both parties for the reply.

Dear Vulkan Vegas

Do I understand correctly that Gracooo_7 finished the wagering of the bonus successfully yet you believe he postponed game rounds to abuse the offer?

Please forward any evidence regarding these accusations to my email at tomas@casino.guru

Dear Tomas,

The explanations and irrefutable proofs were provided via e-mail.

Kind regards

Thanks to the Vulkan Vegas Casino representative for the provided evidence.

Dear Gracooo_7,

After gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

We reviewed the evidence and concluded it proves you used an unfair practice to accumulate winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified.

I am sorry we could not have been of more help on this occasion.

Best regards

Tomas

Casino.Guru