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

HELLO . VULKAN VEGAS CASINO BLOCKED MY ACCOUNT WHEN I TRIED TO WITHDRAW AROUND 3000 EURO. I HAVE AN ACCOUNT WITH THE NAME koziolek*********@**.pl SINCE 06/18/2024. DURING THE WITHDRAWAL, THE ACCOUNT WAS VERIFIED. BOTH THE DEPOSIT AND THE WINNING WERE WITHOUT USING THE CASINO BONUS. I RECEIVED AN EMAIL THAT THE ACCOUNT HAS BEEN BLOCKED BECAUSE I VIOLATED SECTION 18 OF THE REGULATIONS. I WAS VERY SURPRISED BY THIS INFORMATION. AFTER I TRY TO CONTACT ME VIA EMAIL, I DID NOT RECEIVE THE MESSAGE WHEN THE WRONG HAPPENED REGULATION MANIA.

THE ONLY WHAT THEY WROTE IS "violating the rules of the bonus program in order to obtain additional funds." UPON MY REQUEST TO CLARIFY THE SITUATION, NO EVIDENCE WAS PROVIDED, ONLY A PARAGRAPH FROM THE CONDITIONS. I HAVE NO IDEA WHAT THEY ARE TALKING ABOUT OBTAINING BONUS FUNDS??? PLEASE HELP.

Dear KOZIOLEK,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you played in this casino without any bonus?

Could you kindly confirm that you did not use any VPN or IP-masking software to access the casino website?

Could you please specify what types of games you played?

Please forward me the email you received from the casino after your account was blocked. My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I played in the casino using bonuses. I did not use any method in which I could gain an advantage over the casino. I also did not play games where you collect something in exchange for prizes. All bonuses I received while playing with an active bonus have been terminated. I have no need to use them. with vpn and ip hiding, I don't have favorite games but I remember playing 7 Shields of Fortune... Divine Empress. .. Prince of Thieves .. Sugar Powernude Punk Rocker,,, and a bite from the provider Ygrasil but I don't remember the names. I am sending you an email from the casino. Regards

Dear KOZIOLEK

Thank you for the complaint

Please kindly let us know if you'd played the game "Aztec Emerald" from Amatic?

Also, can you please provide your account ID?

Thank you!

Hello. I don't remember my account ID and I can't check it at the moment because my access is blocked.

I know this game from the Amatic provider, but from what I remember it is blocked in the game with an active bonus?????But I'm not sure? Maybe I played for real money this time, but I can't confirm it 100% .

Dear KOZIOLEK

Your account is permanently blocked due to violation of Bonus T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

Kind regards

Hello. I know the regulations. I also understand that the casino is suggesting to me that there has been a violation of the game "Aztec Emerald" from Amatic.

How is this possible if the game is unavailable with an active bonus? And the account history should show that, for example, there were unfinished rounds or something collected in a game allowed with a bonus, e.g. Sugar Power Nude, and then completed again in the same game with real funds. Is this the case in in my case? Certainly not, because I played to gain an advantage over the casino by breaking the regulations. I played honestly in accordance with the regulations. So, I am asking for specific proof that I gained an advantage in this or a similar way,

Regards

Dear Vulkan Vegas Casino Team,

Please forward any supporting evidence along with the player's game history to veronika.l@casino.guru.

Thank you very much in advance.

Dear KOZIOLEK

Please kindly let us know if you are the owner of the account.

Please let us know if you've given the access to 3rd party to perform the play or access your account.

What is your relation to nikolad****dek0@gmail.com, since the same gameplay and pattern is used, also the gameplay is done from the same computer. Also, same bonuses used.

Looking forward to your reply.

Regards

If another customer was using the same computer as you, with the same gameplay and the same bonuses, it could be considered multi-accounting, which is strictly against the Terms and Conditions. Could you please confirm if you know the player mentioned by the casino?

Dear KOZIOLEK,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.