Vulkan Vegas Casino - Player's account closure due to foreign login.

I am a vulkan vegas player living in Ireland. I logged in to my account t when on holidays in Prague early this year and a while later they closed my account offering to re open it if I can send prove I'm living in irealnd but was in Prague and not using a van. 6 months ago I sent them my bank statement showing all my expenses in Prague and they keep telling me there still reviewing it surely after 6 months they should at least reply? Why

Was I allowed log in over there if it would close my account

Dear Waldo6,

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?
• Do I understand correctly you provided the casino with the proof you live in Ireland in addition to showing your expenses made in Prague? How did you contact the casino?
• Do I understand correctly the 150€ represents your withdrawable balance on your casino account?

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

I learned it was blocked when I tried to log in absolutely no contact from the casino to advise why. I am player over a year. Yes verified account with irish address. Sent proof of my holidays out side of the 5 days of my holiday whichi sent expenses for never used my account out side ireland

Could you please send me the communication you received from the casino regarding the reopening of your account? Please send the information to my email at tomas@casino.guru

Hi Thomas I have got nothing from them other then when I contact live chat. As I can't access my account I can't get a history of my chats

I have asked for then but they don't reply

I'm

6 months tryin

Thank you very much, Waldo6, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Waldo6,

I'm Michal and I have taken over your complaint. I have reviewed your case and just for confirmation, have you used only one device to log in and play in the casino? Have you logged in to your casino account just once outside of Ireland?

I will contact the casino to shed more light on this matter.

We would like to invite Vulkan Vegas Casino to join the conversation.

Dear Vulkan Vegas Casino,

Can you please provide more information regarding the player's closed account? Have you detected access to the player's account outside Ireland only in one instance or were there multiple instances?

Dear Michal

According not our records, the account is not blocked and the player received all the winnings.

Best regards

When did I ask for withdrawals? Only after I contacted casino guru was it paid out? Tell the truth? And now I'm blocked from using bonuses? Let's tell the truth here vulkan robbers?? So u kept my money for six months the second I go to a forum u pay out? Prove me wrong what date did I request this payment. Why am I no longer allowed use bonus after 13 months of spending money who's the regulator here? Casino guru do u care enough to investigate??

Dear Player, we are ready to take a deeper look at your case.

Please kindly correct us, where we are wrong.

On 26.09.2023 16:56:29 (UTC) the withdrawal amounting 145.00 EUR was completed.

The current balance is 0.12 EUR.

We do not observe any manual adjustments of your balance.

Is there anything else the casino owes you? Please kindly let us know.

Looking forward to hearing from you!

Best regards

So send me my chat history? I requested that payment in April n blocked my account. No u kie say I was never blocked??? So my account 2qs not blocked for 5 months? Answer the actual question instead of telling yet more of your lies? Why did u block me from using bonuses? Even tho u email me bonuses codes?? Ur lies and cheats and only if ppl complain on here u pay out. Let's see my chat history. Looking forward to ur next lie

Dear Waldo6

On 23.04.2023 06:20:00 (UTC) your account was temporarily blocked with the request to provide the proof of gameplay from Czech Republic (CZ)

On 25.09.2023 13:09:48 (UTC) your account was unblocked.

On 26.09.2023 16:56:40 (UTC) the requested amount was processed.

The current balance is 0.12 EUR

Is there anything else casino can do for you? How may we assist you?

Best regards

Thank you for your responses, Vulkan Vegas Casino.

Can you please confirm that the player has contacted you in regard to the account closure before, or there has been no communication for approx. 5 months about this matter?

Dear Waldo6,

I want to assure you that there's nothing out of the ordinary in this situation, as casinos routinely assess the size and frequency of bonus offers to their players. It's worth noting that bonuses serve as a crucial marketing tool for online casinos, playing a vital role in attracting new customers and retaining existing ones. However, it's important to understand that casinos reserve the right to withhold bonuses if they have valid reasons for doing so. Bonuses are essentially a form of reward that players receive for activities such as opening an account, making deposits, or engaging in real-money betting. It's important to note that there is no legal entitlement for any player to automatically receive a bonus.

You have received your withdrawal from the casino and the current balance in your casino account is 0.12 EUR. If there are any other specific expectations or concerns you have in mind, please don't hesitate to share them with us. We are here to assist in any way possible.

Hello Michal

We were unable to identify any emails from the user re the issue.

But as soon as the player turned for help here - we processed everything in a timely manner.

Warm regards

Micheal can I share my chat history with you to prove the above is lies? I was on live chat @vulkan vegas share my chats from April and June so? @ Michael is it normal the second you compliance bonuses are blocked on all casino owned by same company like this company did?

Vulkan vegas are u really gonna lie and say u didn't ask about this in Apri?l

Dear Waldo6,

Please feel free to share your chat history with Vulkan Vegas support here (I will set it to be visible only to the involved parties), or if you prefer, you can send it to me at michal.k@casino.guru

We've double-checked our records, looks like the system cannot identify any chat/e-mail history from the player.

Kind regards

Omg ur such liars so then how did it know my account was blocked for been abroad 3 months after I went lucky quess?? @vulkanvegas have y deleted chat history? So u didn't send me any emails? Please send me all.my chat history.

I notice u don't answer why all my accounts with sites owned by ur company were blocked from using bonuses all at once once I complained here

@Michael do u have some thing in common with their employers that ur allowing such lies? Are you buying I had a crystal ball

So just checking ur picture there u searched till April 30th?? And no chats from April till Sept? That alone shows how shady u are. I'm officially requesting all my chats with ur company and who to go to if the several screen shots I took with Nate and Thomas are not included

Dear Waldo6,

To answer your question about the bonuses, the casinos can routinely assess the size and frequency of bonus offers to their players. So yes, the casino can restrict the bonus offer to any player, and as already mentioned before, there is no legal entitlement for any player to automatically receive a bonus. Please understand that a bonus is a form of reward or free money from the casino. It is up to the casino team to assess if they are willing to provide any further bonuses to any player within their group.

In regards to your communication with the casino team, feel free to share your chat history with Vulkan Vegas support here (I will set it to be visible only to the involved parties), or if you prefer, you can send it to me at michal.k@casino.guru

Just so you know, we are acting as an independent alternative dispute center, and our ruling is based on the facts we are able to gather to sufficiently assess the situation.

Since it looks like the issue with your blocked account was cleared, your casino account is active again and you have not suffered any financial loss, I'm not sure at this point what else you expect the casino to do.

@micheal so.its OK.to block me on all 4 sites for no reason? So now when I send in proof their lien about blocking me?

Who deals with thier complete lies?

Dear Waldo6

Sorry, but where is the lie?

The operator told you the exact dates that we specified above.

Thank you!

Dear Waldo6,

Let's try to recap.

You wrote: "@micheal so.its OK.to block me on all 4 sites for no reason?"

The casino team wrote this as the reason: On 23.04.2023 06:20:00 (UTC) your account was temporarily blocked with the request to provide proof of gameplay from Czech Republic (CZ). 

Actually, the casino team did a good job of protecting your casino account from unauthorized access. The casino team CAN do that for all your casino accounts within their group.

Once you have provided proof that it was you who accessed the accounts from a foreign country on 25.09.2023 13:09:48 (UTC) your account was unblocked.

On 26.09.2023 16:56:40 (UTC) the requested amount was processed.

The screenshot you have shared only confirmed that your account was temporarily blocked from 23.04.2023 to 25.09.2023, so what is untrue about this? Have you provided the evidence to unblock your account far sooner? Has the casino team left your account blocked for an inappropriate long time after you sent the proof to unblock your account? If so, do you have any communication with the casino team that proves that the casino team has somehow overlooked your requests to reopen your accounts?

Dear Waldo6,

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.

Dear Waldo6,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. 

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru