Vulkan Vegas Casino - Player's winnings confiscated and account banned.

Good morning,

Let me start by saying that I've heard a lot of good things about Vulkan Vegas Casino and that's why I signed up. I have registered and verified my account. Everything was fine. I was happy because I even managed to win some money. Unfortunately after some days my balance was confiscated and my account has been blocked. Could someone help me with this please?

Hello pupsi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you use any bonuses in the casino? When was the last time you spoke to the casino and what was it about? Did they give you any explanation of the blocked account?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes, my account was successfully verified. I don't remember when exactly but it was probably about 2 weeks before my account has been blocked. I used the welcome bonus while playing, so I definitely had a casino bonus. I spoke to LC and they said that my account is blocked and I will not be able o play because I probably broke some of their rules.

Thank you for you response.

Hello pupsi

Can you please clarify the exact disputed amount?

Also, when was your account blocked?

Thank you in advance!

Dear pupsi,

Can you please cooperate and answer the casino's question?

Dear pupsi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

The complaint will be reopened based on the player's request:

"My account was banned 2 months ago but I don't remember the exact amount in my account. I found out from the LC that the funds were confiscated due to "delaying game rounds". I didn't know that I was doing something wrong and such action is forbidden. I want to let you know that I was a new user and I didn't know there were rules forbidding it. If I have really made a mistake then I totally agree to confiscate my funds but can I at least hope to get my account back, please? I just opened them. I kindly ask you to consider this request. I will be very grateful.

Regards"

Dear pupsi,

Could you please advise if there's been any development in your case since our last post here?

Nope. Referring to my earlier statement I would like to ask Vulkan Vegas Casino if they could at least unblock my account. I also mention that I agree to the loss of accumulated funds as a result of "delaying rounds". I'm sorry about this and I kindly ask Vulkan Vegas Casino to consider this request. I would be very happy.

Thanks a lot

Hello pupsi

Your account has been unblocked.

Regards

Yes, I got it back! Thank you very much.

Love you ❤

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, pupsi, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Nick Bacon

Casino.Guru