Vulkan Vegas Casino - La cuenta del jugador ha sido bloqueada.

I have won over €66,000 in my account, made several deposits (over 50 deposits) via my bank account and played in Germany.

I requested my withdrawal of €60,000 and wanted to continue playing with the remaining €6,000

I'm fully verified and have done everything you asked. I was playing normally when suddenly it says my account has been blocked.

Ich habe über 66.000€ auf meinem Konto gewonnen habe mehrere Einzahlung gemacht ( über 50 einzahlungen) über mein Bankkonto und habe in Deutschland gespielt.

habe meine Auszahlung von 60.000€ beantragt und wollte mit den restlichen 6000€ weiterspielen

bin komplett verifiziert alles erledigt was Sie verlangt haben. Ich war ganz normal am spielen aufeinmal steht da meine Konto wurde blockiert.

Hi,

Thank you very much for submitting your complaint. I’m sorry to hear about the unexpected account block and the trouble you're facing with accessing your winnings.

To better understand your situation and proceed with the investigation, could you please clarify the following:

• Have you received any communication from the casino explaining why your account was blocked?
• When exactly did you request the withdrawal, and was it confirmed or processed in any way before the account was closed?
• Can you confirm whether the funds used for your deposits were from a personal bank account registered in your name?
• Was your gameplay associated with any bonus, or were these winnings from regular play without any promotions applied?

Please feel free to forward any relevant screenshots, emails, or other communication you may have received from the casino to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I contacted support and asked why. I was told that I used a VPN on March 9, 2025, which had nothing to do with the winnings from May 2025. All payments were made from my verified bank account, which is documented in writing.

I requested a payout of 60,000 euros and the processing status was accepted on May 29, 2025 at 3:15 a.m.

All deposits originated from my personal account, which was accepted during registration at Vulkan Vegas. The KYC verification was also completed 100% correctly and accepted by Vulkan Vegas. All requested documents were received and confirmed by Vulkan Vegas.

All deposited funds were NOT deposited with bonuses or promotions and therefore have nothing to do with winnings.

In March 2025 alone, I deposited over 16,000 euros without any problems. On March 19, 2025, a withdrawal of 4,999 euros was accepted and paid out.

Now I wanted to withdraw the 60,000 euros and didn't play any further. On May 30, 2025, because I had taken part in a tournament at Vulkanvegas, I received a payment of 7,500 euros. I then left the 60,000 euros on withdrawal and continued playing with the 7,500 euros. Then, while I was playing, I continued to win and suddenly, out of nowhere, my account was blocked, meaning I no longer have access to my player account, which also has over 141,000 loyalty points.

Vulkan Vegas requires me to provide a flight ticket or hotel reservation from March 9, 2025, when I was in Austria, although I wasn't there at that time.

I ask you for help

Best regards

BB

Ich habe den Support angeschrieben und gefragt warum, es wurde mir gesagt das ich am 09.03.2025 eine VPN benutzt habe was mit dem Gewinn vom MAi 2025 nichts zutun hat. Alle zahlungen wurden von meinem Verifizierten Bankkonto eingezahlt was alles schriftlich zu sehen ist.

ich habe eine Auszahlung beantragt in höhe von 60.000 euro und der Bearbeitungszustand wurde angenommen, am 29.05.2025 um 03:15Uhr.

Alle einzahlungen stammten von meinem Persönlichen Konto was die registrierung bei Vulkan Vegas akzeptiert hat, ebenfalls ist die KYC Verifiezierung ebenfalls zu 100% richtig abgeschlossen und von Vulkan Vegas akzeptiert worden. Alle angeforderten Unterlagen sind bei Vulkan Vegas eingegangen und bestätigt worden.

Alle eingezahlten Gelder wurden NICHT mit Bonus oder Werbeaktionen eingezahlt und haben somit nichts mit dem Gewinn zutun.

ich habe alleine im März 2025 über 16.000euro einzahlt ohne Probleme, am 19.03.2025 wurde eine Auszahlung von 4999euro akzeptiert und ausgezahlt.

jetzt wollte ich die 60.000euro auszahlen und habe nicht weiter gespielt, am 30.05.2025 erhielt ich weil ich an einem Turnier teilgenommen hatte bei Vulkanvegas ein Zahlung von 7500Euro daraufhin habe ich die 60.000euro weiter auf Auszahlen gelassen und habe mit den 7500euro weiter gespielt dann wöhrend dem spielen war ich weiter am Gewinnen aufeinmal aus dem nichts wurde mein Konto direkt Blockiert somit habe ich kein Zugriff mehr auf mein Spielerkonto wo ebenfalls über 141.000 treuepunkte vorhanden sind.

Vulkan Vegas fordert von mir ein Flugticket oder eine Hotelreservierung vom 09.03.2025 das ich in Österreich war, wo ich aber zu dieser Zeit garnicht war.

Ich bitte Sie um Hilfe

Liebe Grüße

B.B

Hello,

According to our records, the player has access to their account.

Regards

Yes, again since today.

I would be happy if my payouts were processed, then I will mark the case as resolved.

You can definitely talk to Vulkan Vegas and they cooperate with their players, thank you for that.

Best regards

BB

Ja seit heute wieder.

Würde mich freuen wenn meine Auszahlungen bearbeitet werden, dann werde ich den fall als gelöst markieren.

Mit Vulkan Vegas kann mann aufjedenfall sprechen und Sie koorperien mit Ihren Spielern danke dafür.

Liebe Grüße

B.B

Hi,

Thank you for your update and for providing a detailed explanation of your situation.

I'm glad to hear that your account access has now been restored. That’s a positive step forward.

As you mentioned, the next important step is the processing of your withdrawal. Once the pending payout has been completed successfully, please feel free to confirm it here. We will then be happy to mark your case as resolved.

Should any additional issues arise or if there are further delays with the withdrawal, don’t hesitate to reach out.

I'm currently still waiting to see what happens. If anything happens, I'll let you know immediately.

Ich bin aktuell noch am warten was passiert, wenn was sein sollte werde ich mich unverzüglich melden.

Greetings,

Please, kindly do let us know if we may do anything else.

Regards

Hello,

I just wanted to check in and ask if there have been any new developments regarding your pending payouts since your last message.

Has any part of the withdrawal been processed, or are you still waiting for the funds to arrive?

Please keep us posted — we’re here to help if anything further is needed.

The case is closed.

Der Fall ist erledigt.

Dear besfortbylykbashi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru