Vulkan Vegas Casino - Player’s winnings have been confiscated.

Hello, Im playing on vulkan vegas quite some time already, but it was strange for last few days, I was playing on their casino 2 days ago and I tried to withdraw the money I won 3800PLN, but yesterday they cancel my withdrawal and blocked my withdraw option and it was saying that I can’t make and withdraw contact customer support so I contacted them. Then they said that my account is in review in administration, so I went back to sleep and today I tried to log in and withdraw my money but I can’t because my account is locked and I tried to contact them but they said it’s permament but I don’t do anything and my money I lost.. Can I at least get my money back? Please

Dear kkkk,

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? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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

Could you please advise how long were you a player of the casino and when exactly was your account blocked? 

-exactly 26.04.2024 and my account was successfully verified at 29.04.2024 and my account was locked yesterday but today it’s not

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

Slots only

Did you achieve your current balance with the help of a bonus? 

I accumulated winnings without active bonus.

Dear Tomas

Looks like we are dealing with the fraudulent player, who found a way to abuse bonus system.

May we send the e-mail with the explanations, hence the info may be quite delicate and may affect other casino operators.

Kind regards

No I don’t?! I casually playing on your casino like always

yes we can contact through email

I just want to withdraw my money. I don’t mind to lock my account. I quit gambling anyway.

Thanks both parties for your reply.

Dear Vulkan Vegas Casino Representative,

Please send me the proof of the allegations against the player to tomas@casino.guru so we may review it.

Thanks in advance for your assistance.

Dear Tomas,

The e-mail was just sent.

Kind regards

Thanks for your email and the evidence provided.

Dear kkkk,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

We reviewed the evidence and concluded it proves you used an exploit to accumulate unfair winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified.

I am sorry we could not have been of more help on this occasion.

Best regards

Tomas

Casino.guru