The player from Germany had a blocked account due to an alleged rule violation concerning his location during play. He provided hotel confirmation for his stay in Slovakia, but the casino did not accept it. The issue was resolved when the casino confirmed that the player could continue using the service, although he expressed dissatisfaction over lost bonuses and the support experience. The complaint was closed as resolved after confirmation from both the player and the casino.
Vulkan Vegas Casino - Player's account is closed due to blocked status.
Amount: €3,400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
My account would be blocked..... I told the first support that I violated the rules. I should play 16.2 from Slovakia and 27.2 from Sweden... I sent hotel confirmation that I was in Slovakia... This was not accepted
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1 month ago
Dear somisomiso,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did you provide the casino you were in Sweden as well?
- Was that confirmation accepted?
- Could you please explain what is the country you filled in your player profile during registration?
- Could you please share your communication with the casino where they justify why the confirmation wasn't accepted?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
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I have never been to Sweden. In those days I played from Germany....
I'm not sure but I think Germany is a few months ago
Nobody told me why this confirmation was accepted.
I have paid over 1000€ since February 16th and no one has reported me for violating the rules. Only this Monday was my account blocked and I was supposed to contact support
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1 month ago
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I have sent you the first and last communication with support by email
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1 month ago
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Many thanks to the whole CasinoGuru team....
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1 month ago
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I thought that the situation would clear up...but apart from the fact that I lost my bonus worth 600€ and also 100 free spins worth 100€...this casino wants to transfer my money to me...
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1 month ago
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Always new documents!!! My bank statement document was rejected for no reason....
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4 weeks ago
Thanks for the continuous updates from both parties.
Dear somisomiso,
Did you manage to complete the verification of your account?
If the issue persists, please share more details regarding what obstacles you are facing.
I'll await your reply.
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4 weeks ago
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Thank you very much for your help... In the end, everything worked out....
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4 weeks ago
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But I still lost over 600€ in bonus money and 100 free spins worth 100€... Support is a disaster 🤷♂️
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3 weeks ago
Dear somisomiso,
Since both you and the casino confirmed the issue was resolved, we'll close the complaint as resolved. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
