Vulkan Vegas Casino - プレイヤーは賞金の引き出しに問題を抱えています。

Unfortunately I have found myself in a situation where your company categorically puts obstacles in the way of withdrawal of my winning.

After trying to chat with your support, I received information that I have to provide proof of whether I have been to Poland and Sweden. My work involves regular trips to Europe and Scandinavia. Yes I started to play in vulkan vegas while I was on a business trip in Poland and I returned home very recently, but I haven't been in Sweden while I'm gambling in vulkan vegas.

At the given moment I have reached a situation where I have made ten deposits at vulkan casino, but when I finally won, they are maliciously trying to delay and prevent me from receiving my winnings.

I have been a casino player for several years, on different casino platforms, but this is the first time I have come across such unfair practices. I don't have any duplicate profiles, I don't use any banned programs or harm casino in any way. I have only used the starting bonus, during which I did not win anything. I have not used other bonuses. Right now I feel like I've been robbed.

Dear Straikz,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Vulkan Vegas Casino. I have checked the Terms and Conditions and this is what I found:

12.Other prohibited activities

12.7 Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.

Could you please confirm that you have not used any prohibited software to alter your location while playing in the casino?

Have you passed the KYC verification?

Have you made any successful withdrawals in this casino before?

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,

Veronika

Veronika, thanks for your reply.

No, I have never used any prohibited software. I have received a booking document from work as a proof, which I also forwarded to vulkan casino about the hotel where I stayed last week in Poland.

They are asking me about Sweden, but I havent been in Sweden for some time, not in this period while Im playing in vulkan vegas.

I dont know if I have fully passed KYC verification. I have sent them all the documents, while I still had the chance to login into my account, all of the documents was approved, they just asked me to take a photo of passport and debit card separately, because I took a selfie with the documents in my hands.

As I wrote before, in vulkan vegas I have only made deposits so far, this was my first withdrawal request.

At this moment I am spending a lot of energy and time to fight this fraud. I have not come across anything like this in all these years, thats why I have to ask help from you.

Can you please specify when was the last time you were in Sweden?

When exactly did you open your account in Vulkan Vegas?

Did the casino specify when you logged into your account from Sweden?

Last time I was in Sweden was from 19th of march till 23th of march. But it doesn't really matter, because I opened my account in vulkan vegas at the beginning of May while I was on a business trip in Poland.

No casino didnt specify anything about my logins.

This whole situation is absurd, they just want to put obstacles in the way of paying out money, so that people lack the strength to fight them and they can keep the money. Is it even legal? When people are opening accounts, making deposits then everything is good, but when they have to start paying out the winnings, they will come up with all kinds of reasons not to do it and then its all one sided, player cant do anything, so its like violation of consumer rights.

Thank you very much, Straikz, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello Straikz,

I'm Michal and I have taken over your complaint. I have reviewed your case and just for confirmation, have you used only one device (your cell phone) to log in and play in the casino?

I will contact the casino to shed more light on this matter.

We would like to invite Vulkan Vegas Casino to join the conversation.

Dear Vulkan Vegas Casino,

Can you please provide more information regarding the player's withdrawal issues?

Hello Michal,

I havent used my cell phone for playing. I have used mobile just for these last days to check if my documents are approved and everything is done from my side so I can get my withdrawal.

In this month there could be up to 3 devices (laptops) I have used to play. Because I have my own laptop and work laptop. Mine is working only with the charger, so there was situations when I was playing while we were driving and I took this work laptop. And for the third device, there was situation when I was playing and one of the games had a bug. I was buying free spins, it started to load and then error came out. I was trying several times to reload the game, but still the same error, but money was taken from my balance. So to check up if its my laptops fault or something I took my colleagues laptop. But still there was this error. The bet was minimal and I accepted the loss so I forgot about it. My colleague is not a gambler, so there shouldnt be problems about multiple accounts etc...

I don't know if it affects anything, but I had used different internets/wi-fi. While my colleague was driving I was on his mobile hotspot with the laptop. In the evenings sometimes there was hotels wifi, sometimes hotspots again.

I dont understand... I have not caused any harm or done anything illegal. I don't use any programs. I have submitted all my sensitive data, made deposits directly from my bank account. I'm not interested in any casino bonuses, I just wanted to relax and try my luck. If they had not so deliberately interfered with this withdrawal, I would have continued to play and deposit money at vulkan vegas. In this situation, I want to fight for them so they fulfill their obligations. Right now they are waisting lot of my time and energy.

Dear Straikz

You are account was unblocked after reviewing the document provided.

Feel free to request a withdrawal.

Kind regards

Finally...

Thanks casinoguru (Veronika & Michal) for helping me.

And Vulkan vegas, this wasnt pleasant, but thank you for not dragging this out for weeks or months.

I can confirm my account is unblocked and now I'm waiting for my withdrawal.

Casinoguru I will let you know if this will be successfully, so you can close this case.

Hello Straikz

Money should be on your card already 🙂

We wish you good luck and big wins in the future.

Kind regards

Yes I see it has been removed from my vulkan vegas profile but I haven't received it in my bank account yet. Hope it's on its way.

Thank you all for the responses. I'm glad the situation could be worked out 🙂

Dear Straikz,

I believe the situation has been cleared and your issue appears to be settled.

Please let me know once the winnings hit your account so we can close this complaint as resolved.

I have received my winnings.

Thanks CasinoGuru team!

Great news, Straikz. I'm glad to hear that you successfully received your winnings. 

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal K

Casino.Guru