The player from Germany submitted all the required documents and requested a withdrawal. Later the casino blocked the player’s account. The player deposited with someone else's card, however, the casino decided to verify player and let him use his account. Therefore, we marked this complaint as resolved.
Vulkan Vegas Casino - Player’s account has been blocked.
Amount: €29,999
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good evening,
Yesterday I requested the payout of 29999euro. Today at noon I asked via operator chat how long the verification would take. The answer I got was that it would take a few days ...
About 2 hours after the request via chat, my account is blocked.
The telephone contact was unsuccessful. I have now written an email to the support team and am waiting for an answer.
Is it the first time after more than 100 deposits that I make a withdrawal and the response is to block my account?
That about fair play.
I don't want to turn this into a big legal battle, but if I don't see any other option, a team of lawyers will take care of the matter.
Automatic translation:
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2 years ago
Dear nachbarkai,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first withdrawal attempt? Please, could you advise if you have accumulated your winnings with or without an active bonus?
Have you already received any explanation from the casino? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Dear nachbarkai,
Sorry to hear about your issue.
I've checked with the AML dept., they require the information on your deposits:
a) Who the bank account belongs to;
b) Provide the documents of the account's holder.
Sorry for the inconvenience caused. Looking forward to your answer and docs.
Best regards
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2 years ago
Translation
Good evening,
And first of all, a huge thank you for making my request heard.
A bonus was not used. The 29,999 € are pure real money credit.
@VulkanVegas: I'll send you the account holder's documents to customer support tonight.
VG
Update: the documents have now been submitted. I sent the content of the email to Kristina from Casino Guru.
Edited
Automatic translation:
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2 years ago
Hello all,
Thank you Vulkan Vegas Casino for helping us with this case.
nachbarkai, do I understand correctly that you deposited with your friend's card?
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2 years ago
Translation
That was the case six months ago. The relevant documents have been submitted.
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2 years ago
Dear nachbarkai,
Your account has been verified, and you may proceed with the withdrawal/gameplay. But we highly encourage using only payment methods, that belong to you.
Thank you for cooperation and congrats on your win!
Best regards
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2 years ago
Translation
Hello, everyone,
First of all, thank you very much.
In all honesty, I had serious doubts about the casino.
These are now gone. This casino comes highly recommended.
Many thanks also to Kristina 🙂 in Sweden
You have my word. From now on, deposits only from your own account.
Warm greetings
Automatic translation:
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2 years ago
Hello, everyone,
Thank you very much Vulkan Vegas Casino for making an exception for nachbarkai.
nachbarkai, can we now consider this case resolved? Or is there anything else I could help you with?
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2 years ago
Translation
Hello Kristina,
The case is solved 🙂
Thanks so much
Automatic translation:
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2 years ago
Awesome news, nachbarkai. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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