The player from Germany had reported that his account had been suspended by the casino under the pretext of alleged gambling addiction, just before a cashback offer. Feeling cheated, the player had threatened legal action against the casino. We had informed the player that casinos reserved the right to restrict or close accounts, and were not obligated to provide bonuses. The player had insisted on his right to the cashback and threatened legal action. Despite his frustration, we explained that without evidence of real funds being held, we were unable to assist further. The complaint was subsequently rejected.
Vulkan Vegas Casino - Player's account has been suspended under suspicion of gambling addiction.
Amount: ??
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
8 months ago
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8 months ago
Translation
I've been playing here forever. But now, the straw that's broken the camel's back has arrived. Just before my cashback - which the casino offers but I only receive if I deposit - my account was once again suspended out of the blue, under the always thin pretense of alleged gambling addiction. Which is just ridiculous. I feel cheated and went to see a lawyer about it yesterday. And now, this whole thing is going to end up in court, because my chances are very, very good. I am determined to see this through because such a criminal organization deserves to be locked away forever.
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8 months ago
Dear kroemer1312,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
- Could you please advise if you received any cashback bonus from this casino in the past?
- If there's any relevant communication you can forward it to petronela.k@casino.guru.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
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8 months ago
Translation
Yes, I got my cashback otherwise. I would like to say the following: The cashback is offered voluntarily by the casino, but if they do this, you should be able to use it and not simply be blocked. It's a disgrace, I always make a deposit knowing that if I lose I'll get 5% of my deposit aks cashback and then I'll be so ripped off. This should result in sanctions (and it will, because this is fraud, even if the possibility of cashback is provided voluntarily by the casino. The cashback only comes about through my deposit/losses). The fact that this casino can't block your accounts is an absolute nonsense.
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8 months ago
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So "dear" vulkanvegas.com scam casino.
Today I have now provided my lawyers with all the player ID etc.
Since you don't have a license here, this was the logical step.
If you don't pay me back my losses by Monday lunchtime, my lawyers will sort it out. Thank you.
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8 months ago
Translation
Oh yes, if there are other players who want their stolen money back. Always contact me. I would be happy to give out all the information so that you can retrieve your property that was stolen from vulkanvegas.com.
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8 months ago
Hi kroemer1312,
With all due respect, no money has been stolen from you. As previously mentioned, casinos have the right to close players' accounts without prior notice, and if no real funds are being held, our ability to assist is limited.
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.
