The player from Germany reported that his account had been blocked after he made a number of deposits. He was seeking to have his account unblocked. The casino responded that the account had been blocked due to signs of gambling addiction. The player denied being addicted and demanded compensation for his losses. However, we explained to the player that the casino had the right to close accounts for any reason and since no winnings were withheld, there was no basis for compensation. Despite extending the complaint period, the player did not provide further information, which led us to reject the complaint as unjustified.
Vulkan Vegas Casino - Player’s account has been blocked.
Amount: €10,000
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
The casino has blocked my account. I have deposited so much into this site but never took anything out! I want my account to be unblocked
Automatic translation:
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7 months ago
Dear Cahittin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- How much was your active balance when your account got blocked?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Dear Cahittin
Our customer support has detected the signs of gambling addiction.
That is why the account got blocked.
Regards
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7 months ago
Translation
I am not addicted to gambling, so Vulkan Vegas should refund my deposits, they can't just block the account
Automatic translation:
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6 months ago
Hi Cahittin,
How much was your active balance when your account got blocked, please?
Thank you.
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6 months ago
Translation
I didn't have any credit, but I made a loss and never won anything. You can look at my history, I want compensation.
Kind regards, bagcivan
Automatic translation:
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6 months ago
Dear Cahittin,
Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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6 months ago
Dear Cahittin,
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.
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6 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
