Vulkan Vegas Casino - The player's account got blocked.

When I applied for withdrawal, my account was suddenly blocked.

I can't log in now.

From support, I received the following email on 2021/12/24.

I asked him what to do, but he didn't get a reply after that.

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Your account has been blocked. Please send a gaming statement from Canada for resumption. The customer appeared that he played from this country while verifying his identity.

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Hello mabukid,

Thank you very much for submitting a 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.

Was this your first ever withdrawal request in the casino? Is your account verified? Did you access the website by using any VPN programs? Are any of your details somehow related to Canada?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Answer the question.

> Was this your first withdrawal request at the casino?

Yes, this was my first request.

> Is your account verified?

Is it KYC?

If so, I uploaded my driver's license and address proof.

The time series is as follows.

2021/12/21 13:20 Withdrawal request (driver's license and address proof have been uploaded)

2021/12/21 23:35 Support responded to send me a photo with my driver's license in my hand

2021/12/22 Around 0:00 I uploaded an additional photo and contacted by chat.

When I confirmed it from support, there was a reply.

In addition, there was a reply to cancel the withdrawal request once in the chat and make the withdrawal request again.

2021/12/22: 0: 40 Withdrawal request again

> Did you use the VPN program to access the website?

I don't use a VPN program.

> Are any of your details related to Canada in any way?

Nothing is related to the registered domicile, the residence, or the network.

> Also, please send relevant evidence or contact with the casino to nikolas.b@casino.guru.

We will send you a screenshot of the email from the casino.

Dear mabukid

I am very sorry you'd faced issues at VulkanVegas.

But indeed, having checked the authorization log we can clearly see multiple authorization from Canada and with an atypical device, based on Linux.

Since no gaming harm was done, we've discredited your gaming account, please kindly set a new password via "Forgot password" form and feel free to withdraw the winnings (of course, after a KYC check).

Best regards

Thank you for your response.

I am aware that there was an unauthorized access that I did not recognize.

I reset my password and confirmed that I was able to log in to my account.

Awesome, mabukid!

We can see a successful login. Please contact support to speed up the verification process!

Kind regards

Thank you mabukid and Vulkan Vegas for dealing with this issue such fast. I'm glad it could be resolved and both sides are happy. I will be now closing the complaint.

Best regards,

Nick