Vulkan Vegas Casino

Private

kristofer

Advanced Novice

Poland

Private

1 year ago

OriginalTranslation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

Dear kristofer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Public

kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

ok, thank you, I'll wait, I have another dilemma because I have a larger sum to pay out the winnings and I also don't know what to do and whether to pay the whole amount or split the payout

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Public

kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

Hello. I inform you again that after 14 days I have no payment. After contacting the support, I receive a message to wait all the time

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Kristina

Deputy Complaints Team Lead

Public

1 year ago

Thank you for your reply, kristofer. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

Public

kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

Hello, the winnings were without an active bonus. I had successful withdrawals before. file

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kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

HELLO YESTERDAY ANOTHER VERY SERIOUS PROBLEM ARRIVED

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Public

kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

Hello I have an account for over 2 years I have many successful withdrawals and I have never had this situation. While playing Book of Shadows by nolimit city. Someone hacked into my account at the same time and made very large bets. At first I thought it was technical error. Someone used about PLN 180,000 from my account. The casino system can see that there are two different devices and 2 different ip addresses at the same time in 1 game. Please help because PLN 180,000 is a lot. I just don't believe it what's in the account.

. I played on bets from PLN 50 to PLN 100 and bought bonuses up to PLN 8,300. At one point I noticed that my balance was growing and falling quickly, I thought it was a temporary technical error, At some point I refreshed the page and saw the lack of balance. bets at PLN 36,000.. PLN 60,000? The history of the game shows these bets but I did not make them and they were not from my device. Someone was playing on my account at the same time with me. No one but me has access to my account. The phone I used in the game is the Galaxy Z Flip 4 model SM-F721B Please look at the bet times and totals. The situations are not feasible for 1 device.

THESE WERE NOT MY BETS

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1- 02/07/2023 23:21:30 Book of Shadows Bet -24,000.00 Real 182197.69 PLN 158197.69 PLN 64a1ea5a048c72000136c0d5

2- 02/07/2023 23:22:44 Book of Shadows Bet -36,000.00 Real 224202.69 PLN 188202.69 PLN 64a1eaa471c3d200013e6e00

3- 02/07/2023 23:23:36 Book of Shadows Bet -36,000.00 Real 201402.69 PLN 201402.69 PLN 64a1ead8265c400001be8dfc

4- 02/07/2023 23:24:47 Book of Shadows Bet -48,000.00 Real 159242.69 PLN 111242.69 PLN 64a1eb1e265c400001beeb6f

5- 02/07/2023 23:25:42 Book of Shadows Bet -60,000.00 Real 193772.69 PLN 133772.69 PLN 64a1eb56265c400001bf3112

6- 02/07/2023 23:26:50 Book of Shadows Bet -60,000.00 Real 148022.69 PLN 88022.69 PLN 64a1eb9aa797c70001fdb8e5

7- 02/07/2023 23:27:57 Book of Shadows Bet -60,000.00 Real 85487.69 PLN 25487.69 PLN 64a1ebdd71c3d200013ff71b

8- 02/07/2023 23:28:58 Book of ShadowsBet -24,000.00 Real 32817.69 PLN 8817.69 PLN64a1ec19265c400001c034a7

8 -02/07/2023 23:31:07 Book of ShadowsBet -12,000.00 Real PLN 3657.69 PLN 15657.69 64a1ec9b265c400001c0e0aa

9- 02/07/2023 23:32:00 Book of ShadowsBet -7 200.00 Real 7417.69 PLN 217.69 PLN 64a1ecd0265c400001c128c5

It is not possible to finish 1 bonus and start another bet in 2 seconds, so someone was playing at the same time as I was playing.

How is that possible? Please take a look;

Please look at this example and the given date and time; I am buying a bonus:

- 02/07/2023 23:24:45 Blood and Shadow Bet -8,300.00 Real 167542.69pln PLN159242.69 PLN

and someone makes a bet after 2 seconds

- 02/07/2023 23:24:47 Book of Shadows Bet -48,000.00 Real 159242.69 PLN111242.69 PLN

another example my bet for PLN 100 starts and after 2 seconds someone starts a bet for PLN 36,000

- 02/07/2023 23:23:34 Bet -100.00 True 201502.69 PLN 201402.69 PLN 64a1ead6048c720001375772

-02/07/2023 23:23:36 Bet -36,000.00 True 201402.69P LN165402.69 PLN 64a1ead8265c400001be8dfc

My bet

my bet

02/07/2023

23:25:37

Blood and Shadow

unlimited city

Bet -8,300.00

Real

202072.69 PLN

193772.69 PLN

64a1eb51a797c70001fd5c35

Bet made for 5 seconds by another person

02/07/2023

23:25:42

Book of Shadows

unlimited city

Bet -60,000.00

Real

193772.69 PLN

133772.69 PLN

64a1eb56265c400001bf3112

Please help and explain how it is possible that the casino system allowed such a situation? How is it possible that someone entered my game without login and password? Someone made bets only in the game listed above. at the same time as me, on my account, in the same game. The system should automatically block the account or not allow 2 simultaneous bets at the same time? I have great security concerns, please help.

Witam posiadam konto od ponad 2 lat mam wiele udanych wyplat i nigdy nie mialem takiej sytuacji.Podczas grania w gre Book of Shadows od nolimit city.Ktos w tym samym czasie wloczyl sie na moje konto i dokonywal bardzo duzych zakladow.Na paczatku myslalem ze to blad techniczny .Ktos wykozystal okolo 180 000 zl z mojego konta.System kasyna napewno widzi ze dwa rozne urzadzenia i 2 rozne adresy ip w tytm sam czasie w 1 grze.Prosze o pomoc bo 180 000 zl to bardzo duzo.Poprostu nie wierze w to co widze na koncie.

. Gralem na zakladach od 50zl do 100 zl oraz kupowalem bonusy do max kwoty 8300zl.W pewnej chwili zauwazylem ze moje saldo szybko rosne i szybko spada ,pomyslalem ze chwilowy blad techniczny,W pewnej chwili odswierzylem strone i ujrzale brak salda.W histori gry zauwazylem duze zaklady po 36000 zl.. 60000zl ?Historia gry pokazuje te zaklady ale to nie ja je wykonywalem i nie byly z mojego urzadzenia.Ktos w tym samym czasie gral na moim koncie rownoczesnie ze mna.Nikt oprocz mnie nie dostepu do mojego konta.Urzadzenie z jakiego kozystalem w grze to telefon Galaxy Z Flip 4 model SM-F721B Prosze spojrzec na czasy dokonywanych zakladow i sumy.Sytuacjie sa nie wykonalne dla 1 urzadzenia.

TO NIE BYLY MOJE ZAKLADY

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1- 02/07/2023 23:21:30 Book of Shadows Zakład -24 000,00 Prawdziwe 182197.69 PLN 158197.69 PLN 64a1ea5a048c72000136c0d5

2- 02/07/2023 23:22:44 Book of Shadows Zakład -36 000,00 Prawdziwe 224202.69 PLN 188202.69 PLN 64a1eaa471c3d200013e6e00

3- 02/07/2023 23:23:36 Book of Shadows Zakład -36 000,00 Prawdziwe 201402.69 PLN 201402.69 PLN 64a1ead8265c400001be8dfc

4- 02/07/2023 23:24:47 Book of Shadows Zakład -48 000,00 Prawdziwe 159242.69 PLN 111242.69 PLN 64a1eb1e265c400001beeb6f

5- 02/07/2023 23:25:42 Book of Shadows Zakład -60 000,00 Prawdziwe 193772.69 PLN 133772.69 PLN 64a1eb56265c400001bf3112

6- 02/07/2023 23:26:50 Book of Shadows Zakład -60 000,00 Prawdziwe 148022.69 PLN 88022.69 PLN 64a1eb9aa797c70001fdb8e5

7- 02/07/2023 23:27:57 Book of Shadows Zakład -60 000,00 PrawdziwE 85487.69 PLN 25487.69 PLN 64a1ebdd71c3d200013ff71b

8- 02/07/2023 23:28:58 Book of ShadowsZakład -24 000,00 Prawdziwe 32817.69 PLN 8817.69 PLN64a1ec19265c400001c034a7

8 -02/07/2023 23:31:07 Book of ShadowsZakład -12 000,00 Prawdziwe 3657.69 PLN 15657.69 PLN 64a1ec9b265c400001c0e0aa

9- 02/07/2023 23:32:00 Book of ShadowsZakład -7 200,00 Prawdziwe 7417.69 PLN 217.69 PLN 64a1ecd0265c400001c128c5

Jest to nie mozliwe aby w 2 sekundy zakonczyc 1 bonus i uruchomic kolejny zaklad ,wiec ktos gral w tej samej chwili co ja gralem.

Jak to mozliwe?Prosze spojrzec ;

Prosze spojrzec na ten przyklad i podana date i czas ;ja kupuje bonus :

- 02/07/2023 23:24:45 Blood and Shadow Zakład -8 300,00 Prawdziwe 167542.69pln PLN159242.69 PLN

i ktos robi zaklad po 2 sekundach

- 02/07/2023 23:24:47 Book of Shadows Zakład -48 000,00 Prawdziwe 159242.69 PLN111242.69 PLN

kojejny przyklad moj zaklad za 100 zl uruchamia sie i po 2 sekundach ktos uruchamia zaklad za 36 000zl

- 02/07/2023 23:23:34 Zakład -100,00 Prawdziwe 201502.69PLN 201402.69 PLN 64a1ead6048c720001375772

-02/07/2023 23:23:36 Zakład -36 000,00 Prawdziwe 201402.69P LN165402.69 PLN 64a1ead8265c400001be8dfc

Moj dokonany zaklad

Moj zaklad

02/07/2023

23:25:37

Blood and Shadow

nolimit city

Zakład -8 300,00

Prawdziwe

202072.69 PLN

193772.69 PLN

64a1eb51a797c70001fd5c35

Zaklad dokonany przez po 5 sekundachprzez inna osobe

02/07/2023

23:25:42

Book of Shadows

nolimit city

Zakład -60 000,00

Prawdziwe

193772.69 PLN

133772.69 PLN

64a1eb56265c400001bf3112

Prosze bardzo o pomoc i wyjasnienie jak to mozliwe ze system kasyna dopuscil taka sytuacjie?Jak to mozliwe ze ktos wszedl do mojej gry bez loginu i hasla?Ktos dokonywal zakladow tylko w grze podane wyzej.Czy jest inna mozliwosc aby ktos mogl bez problemu grac w tym samym czasie co ja,na moim koncie ,w identyczna gre.System automatycznie powinien zablokowac konto lub nie pozwolic na jednoczesne 2 zaklady w tym samym czasie ?Mam wielkie obawy do bezpieczenstwa,Prosze o pomoc.

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Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

Unfortunately, it would be close to impossible to prove that the casino did this or find out who accessed your account. If your login has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.

This is something that authorities such as the police should deal with, not our forum. It is a substantial amount and the entire incident should be classified as cybercrime. Sadly, we do not have the resources to investigate such cases.

Could you please let me know the remaining balance in your account, if there is any?

Public

kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

HELLO, I'M SORRY TO HEAR THAT FROM YOU. THE SITUATION IS THIS. IF THE CASINO PAYS THE PAYMENTS AS PROMISED UP TO 5 WORKING DAYS, I WOULD HAVE THE MONEY. I WAIT 18 DAYS TO PAY OUT, AND THIS SITUATION LEAD TO RESET THE LOSS OF SUCH A LARGE AMOUNT. NOW I HAVE BALANCE PLN 7,000. I WITHDRAWAL THE AMOUNT OF PLN 20,000 AND ORDERED A PAYMENT BY ANOTHER METHOD, SO THE VOLCANO NOW HAS AN EXAMPLE OF WHAT CAUSES A PAYMENT DELAY.

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Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

I understand your frustration, but at this point, there is not much we can do about the missing winnings. My best advice would be to change all your passwords as soon as possible and make sure no one else has access to it and your devices.

Have you at least requested (or intend to request) a withdrawal of the remaining winnings?

Public

kristofer

Advanced Novice

Poland

Public

1 year ago

OriginalTranslation

hello. I understand that the casino is not responsible for cyber attacks. How is it possible that the system does not see my account hacked, Vulkan support stated that it does not see anything strange in my bets, It is simply disregarding the client because I presented the history of the game and there are bets that I could not do it yourself do it yourself,. Then how on earth did someone make bets WITHOUT LOGGING INTO MY ACCOUNT.? IN MY ACCOUNT, VULKAN SHOULD CHECK IT FOR ITS SAFETY AND CLIENTS. BUT IF YOU SAY THAT UNDER NO CIRCUMSTANCES IT COULD NOT BE THE CASINO'S FAULT, IT WAS A WASTE OF OUR TIME TO DEVELOP THE SUBJECT, AND I REPEAT ONCE AGAIN THAT IT IS THE CASINO'S FAULT FOR SUCH A LONG PERIOD, I ALREADY HAD A BIG DISPUTES WITH VULKAN. dispute, A small part of the payment after more than 20 days of waiting went to the account.

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Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

In reality, not all casinos have the capability to simultaneously monitor thousands of active players, nor is it necessary for them to do so. Again, it is the player's responsibility to make sure they are the only person who has access to their account. Regrettably, investigating a compromised account is beyond our capacity, and I strongly recommend reaching out to the local police department for further assistance as I already suggested a few days ago.

Furthermore, I would like to clarify that the length of withdrawal is not solely in the casino's hands. From our experience, this specific casino usually processes withdrawals within a few business days. After that, the payment provider starts to have the most influence and if the payment gets canceled, it was most likely because the payment provider couldn't or refused to process it.

I am confident that we have thoroughly expressed our perspective and sincerely hope that you will not encounter this problem again. However, I am afraid that we have reached a point, where we are unable to make any further progress on this complaint, and thus, I have to close it. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.