Vulkan Vegas Casino - Player's withdrawal goes unresolved and account gets blocked.

Hello.

I requested a withdrawal of €1623 on 27th July. After a few days, the withdrawal appeared as "successful" in my player account.

However, I never received the payout. Following days of discussion, I received a copy of the "payout check," but the IBAN was partially obscured.

I took this to my bank, but they confirmed there was no such transaction. Consequently, I was asked to send four weeks' worth of bank statements. I did this, but received no response.

After yet another discussion, they now wanted statements from the last eight weeks.

When I attempted to send these today, I found that my account had been blocked. This was the absolute climax of the situation. However, I was still able to send the statements through the online chat. The blocking of my account is now clear evidence that there will likely be no resolution to this issue.

The casino is now in possession of my bank statements for the last eight weeks.

I am not willing to forfeit my money, hence why I am trying to resolve my issue here.

If this doesn't work, my last resort would be to get my lawyer involved, although I'm unsure of the potential outcomes.

I have been playing at this casino for years, usually without any significant issues.

A few months ago, there was a similar issue, but the casino resolved it. However, it involved a smaller sum of money.

The current blocking of my account is an absolute insult to me.

I cannot understand it, as I have been a long-standing customer.

I hope to find help here.

Best regards,

Hello Chemiker,

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 since when exactly is the verification process ongoing? Did you accumulate your winnings with real money or bonus? Since when exactly is your account closed? Did the casino provide any explanation of their decision? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello.

First of all, thank you for taking this matter into account.

My account there has been verified for years and I have already made countless deposits and withdrawals.

In this particular matter, the theater starts around mid-August, and then it became clear to me that something was wrong.

The winnings were earned with real money and not with a bonus.

My account was closed sometime between 3.9-11.9, there was no explanation.

On September 3rd I had contact last time.

On September 12th I then tried to send the additional bank statements.

90% of the correspondence with the casino was via live chat, so I can't send you anything.

I would forward the existing emails to you, but I don't know where.

Do you have an email address?

Thank you very much

Kind regards, Jörg Ma****

Hello all,

We can see that the withdrawal request failed, the money returned to the account balance.

We are kindly asking to make a withdrawal requests.

All gambling limits were applied due to the signs of gambling addiction.

After a successful withdrawal, the account will be permanently blocked.

Kind regards

Hello

Due to your intervention, the money was actually credited back to my player account, thank you for that.

I have requested a new payout, let's see if everything works now.

Kind regards, Jörg Machatsch

Hello,

We can see the money was received, now the account is permanently blocked.

Regards

Yes, money has been received.

I would like to thank Nick again!!!!

Dear Chemiker,

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.

Best regards,

Casino.Guru