Vulkan Vegas Casino - Player's account was blocked.

Hello,

I'm using this account for years, have done hundreds of deposits and many withdrawals so far. Lately I have made a deposit with bonus, but I have won over 50.000pln without using bonus funds, so I decided to withdraw it. Despite I was fully verified, they asked be about extra documents and so I delivered to them ID card + selfie with ID, driver licence + sefie with it, account statement, mifinity wallet verification.

Meanwhile I have lost 15.000pln and now on my account is 40.000pln and account is fully verified. Now When I try to login it says my account got blocked and when I went to live chat they are saying I have multiple account. I was using hundreds of casinos so far, but on this exact account I am playing very regular and I have made many withdrawals with no problems until now. Once they see me win bigger amount they've found a reason to do not. I'm begging you for help.

Dear calcioservante,

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 better understand the situation. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Would you be able to forward the communication from the casino about the issue to my email at tomas@casino.guru?

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

Hello Thomas, thank you for reply.

I have sent the only screen of conversation I had. I did not saved previous conversation as I didnt expect it to be needed.

There is no way someone from my house would register there unless it was really me. As I mentioned I am playing on this only one account from more than a year and have done many deposits, but also planty of withdrawals and I have verified literally everything they asked me about. Please help...

The screenshoot I've sent are in polish language, so If needed I can translate it for you. Just let me know. I'll do anything you need to make this case solved.

Hello, Thomas

Please consider I've sent you all the messages on email and I've asked about my possible next answer to them. Should I await your answer here or via email?

Moreover important factor may be they accepted and proceed withdrawal of 1900pln few days ago when I have had this amount available, but once I asked for a bigger withdrawal they asked for verification and right after positive verification they decided to block me.

Thanks for your messages.

There is no need to translate, as we have options to translate the screenshots ourselves, when they are readable.

Thank you very much, calcioservante, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks a lot. I really hope you'll help me to get back to using their casino and withdraw my winning.

Dear calcioservante,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can paste it here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear VulkanVegas Casino. 

What would be the point of me having multiple accounts If I was using my account very active from a long time? Meanwile I was reciving bonus offers on my phone number or and email a few times per week (and have been using it many times as well). Moreover I have alredy made planty of deposits and many ACCEPTED withdrawals as well. I have verified my account of literally every possible way. 

If you have had any doubts of me having doubts about me as honest customer why didnt you let me know about it before I have done a bigger winning? That makes me think you are only looking for "excuses" to avoid pay my winning instead. 

I have opened planty of accounts on planty different casinos so far and noone of them accused me to have multiplied account, so no. I do not recognise that email and I doubt I have opened the other account while having account alredy opened. I respect your time and thank you for participating into this complaint. Hopefully We will find a way to make it solved. I would like to be able to keep playing on your casino + I would like to get my winnings paid. 

Kind regards.

Dear Vulkan Vegas Casino,

Could you please provide us with the evidence? You can paste it here or send it to my email address stefan.m@casino.guru.

Kind regards,

Stefan

Hello,

The proofs were provided.

Best regards

VulkanVegasCasino, why don't you answer on a single question I asked?

I have alredy made planty of deposits and many ACCEPTED withdrawals as well. I have verified my account of literally every possible way.

If you have had any doubts of me having doubts about me as honest customer why didnt you let me know about it before I have done a bigger winning? That makes me think you are only looking for "excuses" to avoid pay my winning instead.

From what I see on my email I have got over 30 withdrawals accepted since January and have done much more deposits than that, so please do not tell me I broke your rules. Just right asked I have won bigger amount, you have done it on purpose to avoid paying me my money.

My account if FULLY VERIFIED! I have sent scan of ID + selfie, scan of driving license+ selfie. Scan of 2 cards + selfie. Confirmation of mifinity wallet, bank statement for a few times! Isn't that enough?!

Hello calcioservante

There is no issue with verification. There is an issue with you having multiple accounts, that were discovered by anti-fraud team only now.

Best regards

Seems like there is no issue with anti-fraud problems, but the issue is with my winnings, because you found it as a problem when I asked for bigger withdrawal. You are ignoring important facts and keep basing on imagined "multiaccount". I was always asking chat if I have had some doubts about bonuses, verification, rules on T&D and have never heard I violate anything until now. You can see history of my account and I am not weekend player, but I play a lot. The things you are doing right now are disgusting and disrespectful.

Dear Vulkan Vegas Casino,

Thank you very much for your answer and the information provided.

We understand that multiple accounts are a breach of the terms and conditions, as well as the reasons for these terms being in place for the protection of the casino. However, we also understand that multiple accounts are not always created with the intention of breaking the rules or gaining some unfair advantage, and not every case is the same.

In this case, it seems plausible that the player has created separate accounts and played on those accounts individually. However, the player has used the first account actively for a long period. The second account was used for only five days. The player has accumulated the winnings from a real money deposit.

While the accounts should be closed at the discretion of the casino, we kindly ask you to consider paying the player, as no unfair advantage was gained.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

Hello Stefan

I am glad that CasinoGuru sees, that the anti-fraud dept. blocked the player not without the grounds for it. The player indeed has a duplicating account and activity.

The account is unblocked. Player may continue using the services.

Regards

Dear Vulkan Vegas Casino,

Thank you very much for your cooperation.

Dear calcioservante,

Could you please confirm if you can log in to your account? Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan and Vulcan Vegas Casino,

thank you a lot for your assistance and help. I appreciate it.

Stefan: I confirm I can login now and I have requested withdrawal. Could you please leave the case opened until my withdrawal will be approved and received?

Edit: one small withdrawal (1900PLN is processed and received), the other withdrawal (35.000PLN) is pending and I think It will take many days to be processed. All my withdrawals was rejected due to blocking account and now the counting start again I guess. Withdrawals from 22.000 to 130.000PLN takes up to 14 working days(thats what VulcanVegas rules are saying).... My last requests was asked 17/18 of April, so it's been 10 days ago and the funds would be probably about to arrive. I would be so happy if casino could speed it up accoring to time We lost to solve my situation.

Vulcan Vegas Casino: when my account was blocked/frozen previous withdrawals requests have been canceled. That means I have to wait again for 14 working days to get it. Is there a way to speed up my withdrawal? I would love to use the bonuses you are giving to me, but as long as I play with my funds now, requested payments are getting rejected once my funds go below requested amount and so I would love to avoid.

Again: thank you both for assistance and help!

Dear calcioservante,

Thank you for your response and the information provided.

Please let me know once you receive the payment.

Kind regards,

Stefan

It is going weird and I do not really understand this way of withdrawing. Once I requested withdrawal of 40.000 via mifinity, it's splitted to planty of 700PLN withdrawals and they are being processed randomly. A few of them are received already, but the rest of money are still visible on my balance. Is it how should It be?

Thanks in advance.

Dear Vulkan Vegas Casino,

Could you please explain to the player why the payment is split into several instalments?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan

The transactions may be split by the PSP according to their internal settings/regulations.

We are quite curious if you, Stefan, even wondered if the withdrawals are being processed according to T&Cs or x20 faster. Thank you!

Regards

Dear Stefan

According to our records, all the transactions are completed. Can you please send your proofs via e-mail which of the transaction IDs did not get processed/remained unconfirmed according to T&Cs.

We are grateful in advance.

I confirm I have received withdrawals. In fact I requested 40,000PLN, but meanwhile I have lost 20.000 due to me being not really patient awaiting it to be done. That's not really fair the money remains on balance until it gets processed, but I understand that typical casino practice on purpose to allow gambler like me to lost their money meanwhile...

Dear calcioservante,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan