Vulkan Vegas Casino - プレイヤーのアカウントがブロックされました。

I made a deposit in Vulkan Vegas on 01/18, hours later I made a withdrawal, 48 hours passed and I did not receive any email as before when the money was already in my account, enter the page to see in what situation the withdrawal was found and it appears to me that my user was blocked. I spoke in the support chat and they confirmed that the account was blocked and that they could withhold the money from me because their policies allowed it. But it doesn't make sense because I played for real money.

Realice un depósito en Vulkan Vegas el 18/01, horas después hice un retiro, pasaron las 48 hs y no me llegó ningún mail como veces anteriores me llegó cuando el dinero ya estaba en mi cuenta, entre a la página para ver en qué situación se encontraba el retiro y me aparece que mi usuario fue bloqueado. Hablé en el chat de soporte y me confirmaron que la cuenta fue bloqueada y que al dinero me lo podían retener porque sus políticas le permitían. Pero no tiene sentido porque jugué con dinero real.

Dear emilianobeuchel99,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Do I understand correctly that you accumulated your winnings without an active bonus, please?

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,

Kristina

On 01/06/23 I received an email from Vulkan Vegas telling me that they had completed my verification, from then on I made several withdrawals and there was never a problem. I play slots for real money as I was advised never to accept bonuses or free spins because then it becomes almost impossible to withdraw.

El 06/01/23 me llegó el e-mail de Vulkan Vegas diciéndome que había completado mi verificación, a partir de allí realicé varios retiros y nunca hubo problema. Juego a los tragamonedas con dinero real ya que me recomendaron nunca aceptar bonos ni tiros gratis porque luego se hace casi imposible realizar retiros.

Thank you for your reply, emilianobeuchel99. Could you please advise when exactly you made your last successful withdrawal?

Moreover, you still have not specified which games you focused on.

Additionally,  please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

My last successful withdrawal was on 01/16.

The game I was focused on was Sugar Rush.

Here is the confirmed KYC verification by Vulkan Vegas (01/06).

And this was my withdrawal request before my account was blocked for no reason (01/18)

I have already sent you these and other screenshots to the e-mail kristina.s@casino.guru

Mi último retiro exitoso fue el 16/01.

El juego en el que me centraba era el Sugar Rush.

Aquí está la verificación KYC confirmada por parte de Vulkan Vegas (06/01).

Y está fue mi solicitud de retiro previo a qué me bloqueen la cuenta sin razón (18/01)

Ya te he enviado estas y otras capturas al e-mail kristina.s@casino.guru

Thank you very much, emilianobeuchel99, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Kristina. I await Branislav's message. Regards.

Gracias Kristina. Espero el mensaje de Branislav. Saludos.

Hello, emilianobeuchel99,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed? What steps should the player take to unblock the account and withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

The e-mail has been sent.

Best regards

Thank you very much, Vulkan Vegas Casino Team, for the provided data. Could you please look at my last email and provide me with the requested details?

Dear emilianobeuchel99,

In the meantime, allow me please ask you a few questions to clarify the situation.

At the time of account closure, was there any available balance in your casino account? If not, are we talking only about a pending withdrawal? Has this pending withdrawal been paid yet? Considering you played only slots without any bonuses - did you play in accordance with the casino AML rules? Every deposit has to be wagered at least 2 times so a player could withdraw any winnings. Was this requirement met?

What payment methods were used for deposits, and what for withdrawals? If the payment method differs for deposits and withdrawals, did you also pay any additional fees for withdrawals?

Good morning Branislav.

I had withdrawn everything I had (what the casino lets you withdraw, taking into account the casino commission). So there was only that pending withdrawal that was not approved because they blocked my account. They still haven't paid me that withdrawal.

The deposit was made in cash through AstroPay and then withdrew USDT through Binance.

I don't know how many times I played slots, but it was a lot more than twice. As I said before, when withdrawing I automatically paid the commissions (additional fee) of the casino.

Buen día Branislav.

Yo había retirado todo lo que tenía (lo que el casino te deja retirar, teniendo en cuenta la comisión del casino). Así que solo quedó ese retiro pendiente que no lo llegaron a aprobar porque me bloquearon la cuenta. Aún no me pagaron ese retiro.

El depósito lo realizaba en efectivo a través de AstroPay y luego retiraba USDT por Binance.

No sé cuántas veces jugaba a las tragamonedas, pero eran mucho más que dos veces. Como dije anteriormente, al retirar pagaba de forma automática las comisiones (tarifa adicional) del casino.

Thank you, Vulkan Vegas Casino Team, for providing the additional data.

Dear emilianobeuchel99,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified. There are reasonable grounds to believe that your account was engaging in suspicious activity, also in connection with other casino accounts that were not used for gaming purposes, or there are even signs of possible money laundering. The casino acted in accordance with its terms and conditions, and we accept its decision to cancel your withdrawal and block your casino account. The applied rule is available HERE.

"11.4. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity."

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru