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Buenas tardes

The problem is that my vulkas vega account has been blocked and I do not have access

Email the reason and I have no response from the casino

Buenas tardes

El problema es que mi cuenta de vulkas vega se ah bloqueado y no tengo acceso

Mande un correo el motivo y no tengo ninguna respuesta del casino

Dear Anthony,

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 have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Good morning the account was created on

July 22, 2021

And I never withdraw money from that account because it rejected me and started the

July 23, 2021

Do KYC verification by sending my ID, and all the documents that I asked for and I never received a confirmation. Y

On July 26, 2021

My account is blocked. And so far I have no response from the casino

Buenos dias la cuenta fue creado el

 22 de julio del 2021

Y nunca retire dinero de esa cuenta porque me rechazaba y empeze el

 dia 23 de julio 2021

Hacer verificación de KYC mandando mi DNI, y todos los documentos que me pedía y nunca me llego una confirmacion. Y

El día 26 de julio 2021

 Me bloquean la cuenta. Y hasta ahora no tengo ninguna respuesta del casino

The casino asks you to justify your play from Belarus. Could you please advise if you have traveled recently or the IP address was changed due to the usage of VPN ((Virtual Private Network)? Thank you very much in advance.

I have not left the country of peru, and the vpn does not change either, so I tell myself what happened to my account

No eh salido del país de perú, y el vpn tampoco modifique por eso me digo que paso con mi cuenta

Dear Anthony

Sorry about your problem. Will try to resolve it ASAP.

Can tell me what device you were using for playing at VulkanVegas.

The reason we are asking is cause we see the authorization and gaming activity from Belarus and Ukraine, which brings our security dept. to the idea of whether the VPN was used (which is prohibited) or someone was trying to hack your account.

Thank you for your cooperation!

Best regards

My cell phone is a huawei p20 pro from there. I did all the registration

Mi celular es un huawei p20 pro desde ahi. Hice todo el registro

Dear Vulkan Vegas Casino team,

Is there anything else needed from the player?

Dear Anthony,

can you please confirm you did not use VPN and no one else has access to your account?

Kind regards

No one else has access to that account

No nadies mas tiene acceso a esa cuenta

But did you use VPN though?

Thanks

Kind regards

No ningun VPN

No ningun VPN

Dear Anthony

We've unlocked your account, but discredited your password. Prior to logging in, please use "Forgot password" form and create a new pass. Looks like someone was compromising your account.

Sorry for inconveniences and congrats on the winning!

Best regards

Thank you so much, Vulkan Vegas Casino team, for your assistance and much-appreciated help.

Dear Anthony,

Please follow the casino's instructions and keep me informed. Looking forward to hearing from you.

Good morning, thank you very much, I have recovered my account

But is it already verified !? Can I already withdraw that money?

Buenos días muchas gracias ya recupere mi cuenta

Pero ya esta verificada!? Ya puedo retirar ese dinero?

Dear Anthony

Yes, please kindly make a withdrawal request

Kind regards

Good morning I withdraw in bcp and you do not accept me, what other way do you recommend making the withdrawal?

Buenos dias retiro en bcp y no me acepta com que otra manera me recomienda hacer el retiro?

And why when you withdraw and in the history it comes out incomplete? Or is it normal for it to come out like this until I accept the withdrawal

Y porque cuando ya retiras y en el historial me sale incompleto? O es normal que salga asi hasta que acepte el retiro

Dear Vulkan Vegas Casino team,

Is there anything else needed from the player?

For now I am only withdrawing for SKRILL

Por ahora solo estoy retirando por SKRILL

Dear Petronela

I can see a successful withdrawal on 09.08.2021 13:39:51 (UTC) via Skrill, nothing else is needed from the player, apart from his withdrawal request, that we are missing 🙂

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your confirmation.

Dear Anthony,

Please place a withdrawal via Skrill and let me know as soon as the funds reach you. Looking forward to hearing from you.

Send to skrill but tmb asks me for verification and it has been delaying for 2 days

Mande a skrill pero tmb me pide verificación y esta demorando hace 2 dias

Dear Anthony,

Have there been any developments since our last conversation?

For now, just wait for me to verify the skrill account to withdraw the money from the casino because the mastercard and visa do not accept the withdrawal.

Por ahora solo esperar que verifique la cuentabde skrill para retirar el dinero del casino porque en mastercard y visa no me aceptan el retiro

I understand. Please let me know as soon as your withdrawal via Skrill is approved and processed. Thank you in advance.

Ok I'll let you know when I withdraw by skrill

Ok se lo avisare cuando ya retiro por skrill

Perfect. I will be waiting patiently.

Good morning on Friday, August 13, this year I withdraw 600 soles and my skrill account has not yet arrived, the rest of the money I withdraw, it proceeded successfully

Buenos dias el dia viernes 13 de agosto presente año retire 600 soles y aun no llega ami cuenta de skrill lo demas dinero que retire se procedió exitoso

Hi,

I would like to confirm that all the withdrawal requests were successfully completed.

Kind regards

Only that retirement no. Of 600 soles that says process and so far it does not arrive

Solamente ese retiro no. De 600 soles que dice proceso y hasta ahora no llega

Yesterday I made another withdrawal. From 20,000 and my skrill account has just arrived

Ayer hice otro retiro. De 20000 y ya me acaba de llegar ami cuenta de skrill

Thank you, Anthony, for the update. Do I understand correctly that payment of 600 S/ is still missing?

Yes, they already paid me everything, thank you very much ehh

Siii ya me pagaron todo muchas gracias ehh

How can I delete the vulka account ???

Como puedo eliminar la cuenta de vulka ???

Thank you very much, Anthony, for your confirmation regarding successful withdrawal.

I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

"PERSONAL LIMITS AND SELF-EXCLUSION

31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.

31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money."

I would recommend sending an email including all the relevant information to support@vulkanvegas.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Dear Anthony

I'd like to inform, that your account has been permanently blocked.

Kind regards

It's done, you won't be able to access your account by any means.

Again, congrats on your win!

Kind regards

Ok thank you very much and if later I can create another account with my same email ????

Ok muchas gracias y si mas adelante puedo crearme otra cuenta con mi mismo correo????

Dear Anthony

One may create only one account. All the rest will be considered as dublicates.

In other words, you can no longer play at VulkanVegas.

Is there anything else I can assist you with? Can CasinoGuru close the complaint?

Kind regards

But if I delete this account, can't I create another account?

Pero si elimino esta cuenta no puedo crearme otra cuenta?

Sorry for being repeated,

You can no longer play/create a new account. You (as a player in general) are permanently NOT allowed to play at VulkanVegas.

Kind regards

But can I unblock my account?

Pero puedo desbloquear mi cuenta?

No, your account is permanently blocked upon your request.

Can we please close the complaint, looks like it's resolved

Kind regards

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Anthony, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru