Vulkan Vegas Casino - Player was accused of opening multiple accounts.

Hello ,I would like to submit a complaint due to blocking my account.Yesterday 6/15/22.I sign in to check my withdrawals amounting PHP 40,000 if it is already approve because its been 4 days since I withdraw but my account was blocked(The first withdrawal was rejected because of my proof of address was declined I uploaded my water bill so I upload again another proof of billing and it was may second withdrawal).I asked online chat why my account was blocked and said I abuse there bonuses and I have duplicate account I explained to them that I did not use there bonuses and I dont have duplicate account I only use my phone I dont even have any other devices at home . Upon withdrawing my money I did not already play .But they insist that I violeted there rule.How come they're accusing me abusing there bonuses and also having multiple account if i did not do this kind of accusation.I also email there support team and also said that I have multiple accounting which is not true.I ask them if they have proof but online chat said we dont give proof.I hope they will check my account thoroughly and dont accuse me the thing that I've not done.Hoping they will be honest to there player to avoid this kind of accusation so that it will not also affect there bussiness .And I also hope that it will resolved as soon as possible .I just want to withdraw my money thats all..thank you

Dear ganuelasdaisy12, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please clarify whether you have accumulated winnings with or without an active bonus?

Looking forward to hearing from you.

Best regards, 

Kristina

Hello Kristina,

There is no one using my account except me and im telling the truth.My sister doesn't now that I gamble We don't share because it is strictly our privacy .And I didn't have the change to use bonuses.Were my bonus already dissapper without using it after I made my withdrawals .Thank you and i hope you can help me with my problem.

Thank you for your reply, ganuelasdaisy12. Did you pass the verification before the casino blocked your account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hi Kristina, 

  I am still waiting for there approval although I uploaded all the requirements needed in the KYC verification.Then they blocked my account.The first withdrawal was rejected because my proof of address was decline (WATER BILL) so I upload again my telephone bill as proof of address I also email them regarding that matter they say they will forward it to corresponding team.But the following day upon checking my account it was blocked.

Thank you very much ganuelasdaisy12 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Kristina,

Thank you for looking into my problem,its a big help to me.My account is now unblocked and made my widthrawal request and it was approved.Im just waiting to transfer it into my account for 5 full working days .I hope it will tranfer succesfully and will not encounter any problem again.I'll update you with the result.Thank you very much 🙂

Hello, Daisy,

From now on, I will assist you with your issue.

I see progress, great news!

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment.

Hello Branislav,

Thank you also for looking into my complaints.Im looking forward with succesful transfering of my withdrawal in my account.I will keep you posted.🙂

Hello Branislav,

Good news!!! My withdrawals was successfully transferred in my account yesterday.Thank you very much for assisting my complaint.Have a nice day ahead🙂😉

Great, Daisy!

Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds! As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru