Vulkan Vegas Casino - Player’s account has been blocked.

I made 3 different lifts. The first two are € 30, € 100 and € 240 without bonuses and the latter is wagered without breaking the wagering requirements. I provided the necessary kyc documents and then came up with a message that I had violated the recycling requirements and my account was blocked. This happened 6 days ago after which I have not received replies by email after several attempts.

Dear Tomi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me any relevant conversation between you and the casino? My email address is petronela.k@casino.guru. Which exact rule was the reason, according to the casino, to confiscate your winnings? If I understood it correctly, you have never made a withdrawal in this casino and your KYC verification has not been completed successfully? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I send those messages in your email.

Thank you very much Tomi for providing all the necessary information via email. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tomi,

I checked the emails you send to Petronela and I see that the reason for closing your account according to the casino is you breached this term: 

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

I would like to know if you are aware of breaching this term by giving the casino the wrong information about yourself (incorrect name, address, etc.)

I have not provided false information. Names and osotteet and a bank account which I have transferred the money to the casino is mine. I wonder why Vulkan vegas is not responding to my messages and telling me more, but blocking my site immediately

Thank you for a reply. I would like to ask the Vulkan Vegas Casino to comment on this case.

Hello Tomi, Kristina

During the KYC check our system was not able to process the document hence the DOB differed from the one specified within the player's account. 

We offered to fix the date of birth and leave the players' last deposit. 
Should you require a proof - please do not hesitate to ask for one. 

Have a nice day!

Best regards,
Alexander 

(We offered to fix the date of birth and leave) i dont find any mail where you offered that. So how can i proof that now when you block my user? 

Hello Tomi!

Please refer to the screenshot of an e-mail that had been sent to you .

Best regards,
Alexander

 

How can I confirm to you at birth? And other necessary information, if any?

2) High-quality picture, on which you will be holding your passport in the hands near your face;
i think that one was failed to send earlier so i send it again and 3) Any document which would prove your residence (for example utility bill). was upside down so i turn it and send it again

Can someone please tell me am i getting my winnings or not? I dont understand this situation anymore. 370€ is big money for me so im little bit worried. 

Hello Alexander,

if Tomi sent documents again (and in a sufficient quality), we don't see a reason to keep his winnings and close his account. Or tell us what other document is required in order to successfully verify his account. What should Tomi do to receive his winnings?

Hello,

The account has been verified. The funds are available for withdrawal. Next time we kindly ask the player to be more attentive at entering personal details so that the verification could go smoothly.

You all have a great day!

Best regards,
Alexander 

Hello Alexander,

thank you for your reply and for your help! 

Tomi, could you please confirm that you can log in to your account and request a withdrawal? 

my account works and Payment status pending!Your order is successfully created.

Hello Tomi,

could you please inform me, when the money reaches your bank account? Just so we can consider this issue to be fully resolved.

Thank you

ok i do that

Hi,

On behalf of VulkanVegas I can assure that the player's withdrawal request has been approved within some 10 minutes, but hence the player selected the BankTransfer let me just remind you that the delivery of the money may last from 3 to 10 business days depending on the bank (-s).
 

Thanks 

Money arrived today. Thanks! 

Thank you Tomi for letting me know! I am very happy for you and I am closing this complaint as 'resolved'. I hope you won't come across a problem like this in the future.

I would also like to thank Alexander for his help during resolving this complaint. It was highly appreciated!