Vulkan Vegas Casino - The player's withdrawal is delayed.

I started playing at the vulcanvegas casino with verification and without getting bonuses. I asked for a withdrawal and they denied me access to my account and my money was not sent

Hello Konstantinos,

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 try to contact the casino. Could you please advise if this is your first ever withdrawal request from the casino? What payment method did you use for deposit and as a withdrawal request? How long have your account been closed?

Please note that during verification process and the first withdrawal request, some casinos may block your access to your casino account until it is fully processed.

Looking forward to your answer

Regards,

Nick

Hello

Thank you very much for your interest in my problem with the vulkanvegas casino

A. 5 withdrawals have been made successfully

B. All deposits and withdrawals were made by neteller

C. I have not had access to my account since October 4

Thank you Konstantinos for providing additional information regarding your case. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Nick,

The player is permanently blocked due to violation of the following rule:

"11.7. If we have reasonable grounds to believe that You have participated in or have been connected with any form of prohibited activity (either detected by us or by our gaming partners and our other suppliers) such as cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques) or if You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any equivalent to any prohibited practice on those other gambling services, or other improper activity - the Company reserves the right, in respect of Your Account, to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s)."

Please kindly let me know if I may send the risk report to your e-mail.

Kind regards

Dear Konstantinos,

I’m sorry to hear about your bad experience. From now on, I’ll be taking care of your complaint.

Thank you, Vulkan Vegas Casino, for the reply. Could you please specify exactly which part of the mentioned rule was violated?

Hello Andrej,

The player was showing the signs of Wonging.

I would be happy to provide the details re the violation provided by Evolution Risk Analysts team

Kind regards,

Alexander

Thank you, Alexander, for clarifying. Feel free to forward any relevant information and evidence to andrej.p@casino.guru.

Please note that if the decision of the casino was based solely on the fact that Konstantinos showed signs of Wonging/Card Counting in Live Blackjack, we consider the decision to confiscate his winnings to be against fair gambling. There are methods that an online casino can use to protect itself against players trying to employ the ‘Wonging’ strategy (or Card Counting in Live Blackjack in general).

In this case, the only acceptable approach would be to prohibit the player's future access to Live casino section or to close his gaming account while allowing the player to withdraw his existing balance.

You can read more about our position on situations like this in our Fair gambling codex, the article on Card counting in Blackjack and the article on Our Position on Banning Betting Patterns and Strategies.

That being said, we would like to ask the casino to reconsider its decision in this case.

Dear Konstantinos,

Please be informed that we’re currently discussing the issue with the casino representative in a private conversation. I'm extending the timer by 7 days. I’ll keep you posted on any news.

Dear Andrei, thank you for your interest

Vulkan Vegas' behavior towards me was cunning and fraudulent. As long as I lost they had no problem. And when I started winning they had no problem. Their problem came when I asked for my winnings.

Dear KONSTANTINOS,

Please kindly make a withdrawal request. The requested amount will be paid out to you in full.

After a successful withdrawal the access to your account will be limited on the permanent basis.

Kind regards

Thank you for the successful mediation

Vulcan Vegas paid 1455 euros

Thank you, Alexander and Vulkan Vegas Casino, for your cooperation.

And thank you, kosliat, for confirming and for using the Casino Guru resolution center. I’m glad you have received your winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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,

Andrej, Casino.guru