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

They blocked my account... Having money in it... How did I say it? I haven't played with a VPN. I've been here in Chile for 4 years and the casino tells me that I played in Ecuador. That can't be it. I'm 2 years old. I'm not going there. ..

Hello jenifferpuaasencio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Could you please advise if you passed the verification before the casino blocked your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, jenifferpuaasencio. I hope I understand correctly that you have passed the verification. Could you please clarify when exactly you received your last withdrawal?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello good morning... My last withdrawal was Tuesday March 22... On Thursday 24 I was playing normal in the morning and in the afternoon they blocked me as I said before I have no idea what they told me at the casino that I have played in another country... I even sent photos of my passport where it indicates the entrances and exits of the country...

Thank you very much jenifferpuaasencio for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello jenifferpuaasencio.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello good morning I hope you give me a positive answer thanks

Dear jenifferpuaasencio

Sorry to hear about your problem.

Can you please clarify, for the most cases you access the Site via Redmi 9 phone, how often do you use a desktop computer to play?

Thank you for your response.

Kind regards

I have always played with my Redmi 9 cell phone... I used the computer twice, but to upload documents that the casino's kyc asked me....

Dear jenifferpuaasencio

Most likely, when you were uploading the documents via PC, the VPN was turned on.

Your account is now unlocked, but please bear in mind, the usage of VPN is prohibited at gameplay, bonus opting etc.

Kind regards

Thank you for solving my problem,😊

Hello jenifferpuaasencio.

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.

Best regards, Jozef