The player from Germany had her account blocked. The player confirmed the issue was resolved.
Vulkan Vegas Casino - Player's account was blocked.
Amount: €8,300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Won 8300 euros and my account was blocked for allegedly playing from Russia...please help
Automatic translation:
Public
Public
1 year ago
Dear ms71171,
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.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did the casino inform you about the account blocking?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance with an active bonus?
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
Public
Public
1 year ago
Translation
I've been playing for about three years.. with one and payouts have always worked out..
On 14.03.23 I could no longer log into my account, there is only a button with the user is blocked..
I mainly play slot games. Play anything I like.
I didn't use the bonus
It is assumed that my IP address is abroad and that I am in Russia and playing from there, which would be forbidden.
I live in Germany my IP address is also in Germany I don't have a VPN address
Since I have a physical disability, I cannot leave my place of residence
I think Vulkan Vegas just doesn't want to pay me my winnings
Automatic translation:
Public
Public
1 year ago
Translation
Part of the profit was transferred to my account, there are still 7000 euros in my Vulkan Vegas account..
Automatic translation:
Public
Public
1 year ago
Hello ms71171
Sorry for the inconvenience. We'd like to emphasize, that your account was not permanently blocked, the investigation was initiated.
Happy to inform, you may continue using your account. There will be absolutely no issues whatsoever.
Kind regards
Public
Public
1 year ago
Translation
My account is released again, all winnings are available in my account..
The complaint is hereby void and resolved.
Thanks
Automatic translation:
Public
Public
1 year ago
Dear ms71171,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and Vulkan Vegas Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
