The player from Germany, who was a regular at VulcanVegas, got her account suspended without any explanation from the casino. She was denied access on the 10th of August, 2023, and the player speculates that the event could be connected to a deposit-withdrawal statement or a 7-day gaming pause that she initiated at a partner casino. The complaint was closed as the player had zero balance on is casino account when it got closed.
Vulkan Vegas Casino - Player's account was unexpectedly suspended.
Amount: ??
Vulkan Vegas Casino
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I've been a player at VulcanVegas since November 2021. I used to play there very regularly until the 10th of August, 2023. From that day, when I attempted to log in, I received a message stating "This User is blocked", and was no longer able to log in.
The support chat only referred me to the casino's terms and conditions, stating the casino has the right to suspend my account. When I inquired about the reason for the suspension, they simply said, "I cannot disclose the reason to you".
My latest withdrawal went through smoothly on the same day to my eWallet at Mifinity. So, there are no issues with the non-payment of money.
About four weeks ago, I requested a deposit-withdrawal statement from the casino because Mifinity needed this proof. I received this proof on the 11th of August, 2023, one day after my account was suspended. Could this be related in any way?
On the 9th of August, 2023, I initiated a 7-day gaming pause at the partner casino, Verde...could it also have affected VulcanVegas?
I've always been satisfied with VulcanVegas and would like to continue playing there.
I am curious to hear what the representative of VulcanVegas has to say about this.
Thank you
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1 year ago
Hello calvinklein83,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did contact the casino e-mail support as well? What was the reason for the break in the other casino? Did you have any remaining balance on your casino account when it got closed?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
No, I didn't even contact the email support after I was told in the live chat that you are not allowed to tell me the reason for the ban.
The 7 day break at the other casino was due to 3 deposits which only allowed for a very short playing time.
No, I do not have any remaining balance or pending withdrawals at Vulcan Vegas.
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1 year ago
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I have a current chat history with VulcanVegas Casino and asked about the reason for the ban. Almost the same answer as a few days ago if they aren't chat bots?!
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1 year ago
Hello, we can confirm the account is blocked according to T&Cs:
"13.5. The Company may terminate Your Account: including your username and password; immediately without notice: 13.5.1. if for any reason we decide to discontinue to provide the services in general or specifically to you;"
Since the player has zero on his account, the casino paid out absolutely everything, we do not observe an issue.
Kind regards
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1 year ago
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They write for some reason, so there is a ! State the reason for the closure !! What was done wrong or violated the terms and conditions? If so , against which ones ?
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1 year ago
Dear calvinklein83
It's the internal decision. Again, since there is no money left on the balance - we do not consider this as a complaint. Feel free to play at any other casino, we do wish you luck!
Kind regards
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1 year ago
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How you view the internal is irrelevant. It is and remains a complaint! They ban a year-long customer who plays very regularly and is fully verified without giving a reason or sending a message from the platform. Even when asked and in this public discussion, you don't give any reason.
Most likely the reason for this ban, which you don't want to mention, is that you don't make money with me in the casino because I won well. That would mean that you regularly block people who play in your Cassino and make good profits.
It fits only too well that the ban only came when I applied for an account balance listing the deposits and withdrawals. It would then be determined that you do not earn any money with me and the user is kicked off the platform by an "internal decision".
The casino guru should investigate the request and reconsider the casino's rating of 9.6/10, is this how regular customers are treated???
You also have the option of reversing the matter with little effort and an internal decision.
Thank you.
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1 year ago
Hello calvinklein83,
Unfortunately if you had no remaining balance on your casino account, their are not obligate to give you any reason of blocking your account. Almost every single casino has the right to close the player's account if there is no remaining balance there without any reason given and we can't force them to tell that.
As based on both your and the casino's confirmation regarding your zero balance, the complaint will be now closed.
Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Best regards,
Nick
