Vulkan Vegas Casino - La cuenta del jugador está bloqueada y los fondos están retenidos.

I've been a player for 5 years. On November 7, 2025, I won. I voluntarily submitted my documents for verification, but then the website started crashing, leaving me unable to do anything. I tried to update my personal information, which I also noticed wasn't saved correctly during verification. My account was blocked. I received a message via chat that my details didn't match. I replied that I wanted to update my details, but the account was immediately blocked. I received a reply that they could update them and unblock the account, but it left the 5,000 PLN balance in my account. The chat provided incorrect information, saying my name didn't match and was different, which is not true. I also received a message that the details could be changed independently even after submitting the verification. I haven't been given any option to update them. The casino has not complied with point 6.2 of the regulations and has repeatedly misled me. Please help. Due to the website not working, I couldn't send the update and they didn't even send a verification request.

Jestem graczem 5 lat . Dnia 07.11.2025 uzyskałam wygraną . Wysłałam samowolnie dokumenty do weryfikacji po czym strona zaczęła się zacinać i nie mogłam nic zrobić . Chciałam zaktualizować swoje dane osobowe które również nie zapisały się poprawnie co zauważyłam przy weryfikacji . Moje konto zostało zablokowane . Poprzez czat dostałam informację że z powodu że moje dane się nie zgadzały . Odpowiedziałam że chciałam zaktualizować dane ale konto zostało od razu zablokowane . Dostałam odpowiedź że mogą je zaktualizować i odblokować konto ale zostawia na koncie 5000 . Na czacie podawali niepoprawne informacje że moje imię się nie zgadzało i było różne co nie jest prawdą . Dostałam też wiadomość że dane można zmienić samodzielnie nawet po wysłaniu weryfikacji . Nie dostałam żadnej możliwości aktualizacji . Kasyno nie podjęło się punktu 6.2 regulaminu oraz wprowadzało mnie wielokrotnie w błąd . Proszę o pomoc . Przez niedziałającą stronę nie mogłam wysłać aktualizacji a oni nie wysłali nawet prozby o weryfikację .

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Dear Klaudia131288,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino. According to the rules of the website:

5.3 You confirm that you provided accurate, complete, and truthful information about yourself during registration and that you will maintain the accuracy of your information by promptly updating your registration details if they have changed. Failure to do so may result in account suspension, account restrictions, or the cancellation of transactions.

Please understand that you must always enter correct and complete personal information when creating an account. Any online casino has the right to verify your identity at any point, and it is impossible to pass the verification if you fail to provide correct personal information.

• Could you please explain when you registered at the casino?
• What is the discrepancy between your true personal information and the information in your player's profile?

Thank you very much in advance for your reply.

Best regards,

Tomas

My name and date of birth weren't saved during registration, which I noticed when I sent my documents for verification. I submitted the documents voluntarily, and it wasn't specifically my data that was incorrect, as most of it was saved correctly. The website kept freezing, so I couldn't request an update, and after the website was up and running, I was blocked.

Nazwisko oraz data urodzenia nie zapisała się przy rejestracji co zauważyłam wysyłając dokumenty do weryfikacji . Dokumenty wysłałam z własnej woli i nie specjalnie moje dane były złe ponieważ większość z nich zapisała się poprawnie . Przez zawieszanie się strony nie mogłam napisać o aktualizację a po działaniu strony zostałam zablokowana

I was informed by the casino that I could change my details at any time, even after submitting my documents for verification. I was not given that option. The casino didn't even take any steps to verify my details, which is covered by point 6.2.

Zostałam przez kasyno poinformowana że dane mogę zmienić w każdym momencie nawet po wysłaniu dokumentów do weryfikacji . Gdzie nie dostałam takiej możliwości . A kasyno nie dokonało nawet żadnych działań w celu weryfikacji za co odpowiada punkt 6.2

Hello Klaudia131288

According to our records, you gave your consent to modify your personal data under the terms, offered by the casino.

It was done strictly according to the above.

Kind regards

Yes, I agreed to unblock my account because there are no consequences. I lost all my winnings of 132,000 and all I have is an unblocked account.

Tak zgodziłam się na odblokowanie konta ponieważ nie ponosicie żadnych konsekwencji . Straciłam całą wygraną w wysokości 132000 i jedyne co mam to odblokowane konto .

Hello, Klaudia131288

According to the log, the amount of 5k PLN remained on your balance, as upon reached agreement. With this amount, you managed to get the balance of up to 161k.

Should we revert to the previous 131k?)

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Klaudia131288,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas