Vulkan Vegas Casino - Player’s struggling to withdraw their winnings.

Dear truong2212,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Have you been advised why your account got blocked? Do I understand correctly that you have accumulated your winnings from a free/no deposit bonus?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hello. as I said in the complaint. That amount is accumulated from free spins I get through referrals from casino.guru. when completing the mission and receive 25 dollars. after that I won 300 dollars. Before I deposited for the first time, I contacted customer service and asked me to verify my account. I have submitted all required legal identification. I then contacted them to notify them of the ID submitted for successful verification and asked them while waiting for verification can I continue to play and deposit, withdraw money.? They say I can deposit and withdraw money normally. When the account is verified, it will shorten the processing time only. But about 10 hours later I have my account locked. I asked them why I was told I violated the rules. but did not give a specific reason. and see you again the next day. But I contacted many times even when they were avoiding me. Then an employee told me I had violated by creating 2 accounts. But it also failed to provide evidence. I look forward to your help. I feel like I'm being deceived. thanks

Thank you very much, truong2212, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear truong2212,

I’ll be in charge of your complaint from now on. I’ll try my best to resolve the issue.

Dear Vulkan Vegas Casino,

Please provide evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru (or you can post it here).

Hello Andrej Pauls! I am so glad to receive your help to deal with my trouble already. I have tried to prepare all well but the best evidence to prove all of the above troubles. I want it all to be debated publicly here. And I want 3 of us to seriously consider everything. Please ask the casino representative to contact you soon. I want things to be resolved more quickly. to avoid adversely affecting us. I believe with your credibility. You will help me solve the problem I am having. thanks !

Dear truong2212,

Please note that we are still waiting for the casino representative to provide us with the proofs. I’m afraid I won’t be able to speed things up as it depends on when we receive the necessary information.

Dear truong2212,

Please be informed that we are currently discussing the issue with the casino representative and reviewing the provided information. We’ll let you know as soon as we have concluded the investigation, or if additional information is needed.

Dear truong2212,

Unfortunately, after a thorough examination of all information provided by the casino representative, we are rejecting this complaint as unjustified. There is sufficient evidence proving you had in fact breached the casino’s Terms and Conditions by creating multiple accounts in the casino. Therefore, in this case, there’s not much we can do as we consider the casino’s decision justified. I’m sorry we couldn’t be of more help.

In case you are not satisfied with our decision and truly believe that your complaint is justified, I’d recommend contacting the casino’s Licensing Authority and submitting an official complaint although I believe their ruling will not differ from ours.

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed.

Dear all,

Due to the reason specified in my previous reply and since truong2212 did not respond to our ruling, we will now close this complaint as ‘rejected’.