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

Ladies and Gentlemen

I would like to file a complaint against VulkanVegas. I played there for over two and a half years, deposited a lot of money, and was then suddenly blocked for no apparent reason. I never received a withdrawal. I was confirmed in live chat that I was allowed to play from Germany, even though this is apparently illegal. There were also recurring technical issues, and it looked to me as if the game was rigged.

I've gambled away all my savings and gotten into even more debt. VulkanVegas recommended that I contact you. Please look into this case.

Best regards

Ahmet Y.

Sehr geehrte Damen und Herren,

ich möchte eine Beschwerde gegen VulkanVegas einreichen. Ich habe über zweieinhalb Jahre dort gespielt, viel Geld eingezahlt und wurde dann plötzlich ohne nachvollziehbaren Grund gesperrt. Ich habe nie eine Auszahlung bekommen. Mir wurde im Live-Chat bestätigt, dass ich aus Deutschland spielen darf, obwohl das anscheinend nicht legal ist. Außerdem gab es immer wieder technische Probleme, und es sah für mich so aus, als ob das Spiel manipuliert war.

Ich habe meine gesamten Ersparnisse verspielt und mich zusätzlich verschuldet. VulkanVegas hat mich empfohlen, mich an Sie zu wenden. Bitte prüfen Sie den Fall.

Mit freundlichen Grüßen

Ahmet Y.

Dear Ahmet1000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you with your situation, could you please provide us with the following details:

• Can you clarify the exact reason given for your account being blocked?
• What was the real-money balance in your account when the casino blocked you?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Ahmet1000

Can you be a bit more specific about your complaint?

Currently, there is 0 (zero) on the account balance, your last gaming activity was back in September 2024.

Where did you take  €40,000 from, and what are the grounds from claiming it?

Regards

Dear VulkanVegas Casino representative,

Thank you for reaching out to us and providing more information regarding the player's case.

Dear Ahmet1000,

Could you please confirm that you last played at Vulkan Vegas back in September 2024 and that there is no real-money balance in your account?

Dear Ahmet1000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.