Vulkan Vegas Casino - Player’s withdrawal has been delayed.

Dear SGumen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, SGumen, 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.

Thank you, Petronela.

Dear SGumen,

I looked at you complaint and I’m sorry to hear about your negative experience. I will try my best to resolve the issue as soon as possible.

I would like to invite Vulkan Vegas Casino to this conversation.

Dear Vulkan Vegas Casino,

Can you please clarify the situation and explain the reasoning behind the delay in SGumen’s account verification?

Quoting you, Alexander - "Therefore, we kindly offered to leave the deposit amount (UAH 50) on your balance sheet. I think you do not want this .."

I wanted to ask, and when and to whom you "kindly offered" it. Are you kidding again?

I didn’t get a word from you, trying to understand this situation. There was no reaction to any of my email addresses to the casino.

DO NOT LIE!

Dear SGumen

The deal is off the table now.

The deposit was offered to you via response at LCB.

But now it does not matter.

Kind regards

It is also worth noting that according to the Conditions of your casino, namely clause 5.5. According to this clause, it follows that the casino admits (assumes) the player has duplicate accounts and has the full right to CLOSE them, and also, which is not necessary, can cancel all transactions from the main and duplicate accounts.

In many casinos, duplicate accounts are prohibited, of course this is correct, since with the help of two or three active accounts, you can manipulate sports bets (surebets, express bets, live bets) This is a fraud and should be crossed immediately. But if a player a couple of years ago had the imprudence to register in a casino, and after a while, completely forgetting about the existing one, opened a new one. And as a result, it uses a new for harmless game in slot machines without any purpose to cheat, in such cases, usually the casino legally closes all previous duplicate accounts and allows the player to use one common account without restrictions or fines and blocking. And if the casino, goons and scammers, as in your case, then it begins to look for and think up insignificant violations, surreptitiously block the player's access to the resource and, without providing specific facts of such violations, STEAL the money deposited from clients' accounts. This is FRAUD and NOT FAIR PLAY. All your violations are true, and have an undeniable background to fraud. What the hell is this in general, I deposited money into the account, and you block the account on the rat and restrict access. With what fig do you allow yourself to do this. BUT?

I won't let it go like that. I have already collected enough information on fraudulent manipulations and am preparing a letter to the licensing authorities that issued you a license. Do you have any kind of license?

Dear Vulkan Vegas Casino,

Please provide relevant evidence to support your claims. You can forward the information to my e-mail address andrej.p@casino.guru. 

Dear SGumen,

Unfortunately, after a thorough review of the provided evidence, I have to confirm that there is no doubt that you had in fact created multiple accounts in Vulkan Vegas Casino. Therefore, we are rejecting this complaint as unjustified.

In case you are not satisfied with our ruling and you are convinced that your claim is justified, I would recommend filing an official complaint with the casino’s Licensing Authority, although I believe their ruling would not differ from ours. Please let me know if you decide to contact the casino's Licensing Authority and our assistance is needed.

Yes, of course, I will apply to the licensing authority that issued the VulcanVegas license. And I will definitely tell and show you how not to do it. As a result, I didn't understand anything. WHAT EVIDENCE DID YOU CAREFULLY CONSIDER AND STUDY? WHO PROVIDED THEM TO YOU? AND WHY DID I NOT SHOW NOTHING IN THE "NORMAL" METHOD OF INFORMATION TRANSMISSION? ANDREY, I ASK YOU TO SEND ME THE CASINO ANSWER WITH THE EVIDENCE OF MY VIOLATION PROVIDED AT YOUR REQUEST, HERE IN THE BRANCH, OR BY EMAIL s***@gmail.com

Why are you and the casino unable to do this, why can't you provide me with something, at least a screenshot of the tracker program, where my data for different accounts would be indicated ... And if the casino does not have solid and convincing evidence of my violation, then And you, Andrey, will not have them. What you studied there will remain a mystery, exactly the same mystery as the absolute misinformation in the description on the Guru of this wonderful VulcanVegas casino. That they have no bonuses, and that they do not accept players from Ukraine. It is nothing more than an agreement on mutually beneficial terms between those who participate and pay and those who are plkchant and publish ratings. I said everything.

Thank you.

Dear SGumen,

I understand your frustration, but since the information shared between the casino and Casino Guru is considered strictly confidential, we’re not allowed to share any such information. I’m sorry I can’t be of more help.

Please let me know once you have submitted an official complaint to the casino's Licensing Authority, or if you need our assistance.

Actually, this information applies exclusively to me and the casino. The casino did not even bother to somehow inform me of their suspicions about multi-accounts, they did not even hint when I tried to clarify the reasons for non-payment. No reaction from them. Thank you for your help, Andrey. But in the end, "the topic of boobs" was not disclosed. You, as the guarantor of justice, decided so, then so be it.

Case is closed.

Dear SGumen,

Please understand that we can’t penalize the casino for not informing you of the reason for not paying you, or having suspicions.

I’d like to kindly ask you to let us know once you have contacted the casino’s Licensing Authority. My e-mail address is andrej.p@casino.guru.

We will now close this complaint as ‘unjustified’. When there’s any news regarding this case, we will update the complaint accordingly.