Vulkan.bet Casino - 名前の問題により、プレイヤーのアカウントは閉鎖されました。

As I understood, the reason my account got blocked was basically giving out wrong name after registration. Now to my specific situation: After I registered (I never read their policy about name) I did type some alias as my name, which I had NO chance to change after. The casino support agent told, that decision is made and cannot be undone 100%. I think it's crap, cause I did give them out my actual information and all details about bank and other wallets, passport were also given. I don't believe they have the right to do so. They even refused to pay my initial deposit (50EURO) back. You can take a look at picture, which has some of the basic responds I get from their support agents.

Dear Erikkan,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered.

To better understand your situation and proceed with the case, could you please clarify the following details?

• When you registered, what specific name or alias did you provide? Was it a completely fictional name, or was it a variation of your real name (e.g., a nickname or a minor spelling error)?

It’s essential to note that providing false information during registration is strictly prohibited by casino policies, including their Terms and Conditions. According to Vulkan.Bet's policy (Section 5.3), players must provide accurate, complete, and truthful information upon registration. Failing to do so may lead to account closure, restrictions, or invalidation of transactions.

If the name you provided was entirely false (e.g., an alias or pseudonym), we regret to inform you that such cases are unlikely to be resolved favorably. However, if this was a genuine error involving your real name, the situation may warrant further discussion with the casino.

Your cooperation is crucial for us to proceed with this case. Without the necessary details and evidence, we won’t be able to assist you effectively. You may also forward any relevant communication to petronela.k@casino.guru for further review.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. It was totally random name in cyrillic that popped into my head at the very moment of registration.

I provided though them with all my personal documents, bank cards, all transaction with my real name. Never used illegal documents, all provided belongs purely to me except the registration name.

How come it so, that they never cared about my real name, but only when I requested withdraw for the bigger amount. This is wrong, cause it seems like not my fault and they do not care also about it.

Hi Erikkan,

Thank you for your reply and for providing additional clarification about your situation.

I truly understand how frustrating this must be for you, especially after providing all the correct documentation and making genuine efforts to resolve the issue. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.

Providing a random name during registration, even if unintentional, is a serious violation of the casino’s terms and conditions. According to Vulkan.Bet’s policy (Section 5.3), players are required to provide accurate, truthful information during the registration process. While we appreciate that your documents and personal details were correct, the initial incorrect name constitutes a breach of their policies, which has unfortunately led to the account closure and withdrawal issues.

I understand this is a difficult situation, but we must emphasize the importance of ensuring all information is correct when registering for any online casino in the future. This is crucial for protecting both your account and your ability to access your funds without complications.

Thank you for your understanding, and I wish you the best of luck with your future gaming experiences.

Best regards,

Petronela

Casino.Guru