Vulcan Vegas Casino - La cuenta del jugador fue bloqueada.

It started like this,

My husband got to know this casino around here, started playing in it and referred me, I created an account, sent all the necessary documents and started playing, I raised a nice amount with the free spins and such, I was all excited and decided to deposit to release the withdrawal option, I deposited which was quick and easy and made the withdrawal request, but then after the request, my account was blocked without notice, when contacting support, I was informed that my account was deleted and my money, my earnings don't belong to me anymore, because I broke their code of conduct for using duplicate account, but that's not true, we only use the same wi-fi, I'm feeling very wronged by all this, because I feel like they took what it was rightfully mine, why didn't they block it before deposit? , it was just asking for the withdrawal that I was blocked, my husband sent his documents and I sent mine, I want at least the money back that I deposited, I'm feeling that I fell into a scam I'm very sad, help me please !! !

Começou assim ,

Meu marido conheceu esse casino por aqui , começou a jogar nele e me indicou , eu criei uma conta, mandei todos os documentos necessários e comecei a jogar, levantei um montante legal com os giros grátis e tals , estava toda empolgada e decidi depositar para liberar a opção de saque, depositei o que foi rápido e fácil e fiz o pedido do saque, mas então após o pedido , minha conta foi bloqueada sem aviso prévio, ao contactar o suporte, fui informado que minha conta foi excluída e meu dinheiro , meus ganhos não me pertence mais, por que feri o código de conduta deles por usar conta duplicada, más isso não é verdade, só usamos o mesmo wi-fi , estou me sentindo muito lesada com tudo isso , por que sinto que eles retiraram o que era meu por direito , por que eles não bloquearam antes do depósito ? , foi só pedir o saque que eu fui bloqueada, meu marido mandou os documentos dele e eu os meus, eu quero pelo menos o dinheiro de volta que depositei, estou sentindo que cai em um golpe estou muito triste, me ajudem por favor !!!

Hello Marilangela,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulcan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did send the documents before or after the withdrawal request? Did you husband claim any bonuses too? Since when is your account blocked?

Please note that this is a common rule in almost every single casino but of course we will need more information about the circumstances.

Looking forward to your answer.

Regards,

Nick

Hello, Thank you for answering, I had already sent some documents before the withdrawal, but they asked for others to withdraw, such as bank account, proof of deposit, proof of residence, photo of the bank statement, among others, my husband created the indicated account the bonus did not request withdrawal, remembering that he sent the personal documents also before me, my account is blocked since the 15/09th of this month first they will ask for many personal documents for the withdrawal and after approval of all of them in the verification they will they simply blocked my account saying that I had made multiple accounts, that I lost my account with all the funds without the right to a refund.

Olá, Obrigada por responder já tinha enviado alguns documentos antes da retirada , mas eles pediram outros para o saque, como conta bancária, comprova te de deposito , comprovante de residência, foto do extrato bancário , entre outros , meu marido criou a conta de indicou o bônus mais não solicitou saque, lembrando que ele enviou os documentos pessoais também antes de mim , minha conta está bloqueada dês do dia 15/09 desse mês primeiro eles pedirão muitos documentos pessoais para o saque e após a aprovação de todos eles na verificação eles simplesmente bloquearam minha conta dizendo que eu tinha feito múltiplas contas, que perdi minha conta com todos os fundos sem direito a reembolso simples assim , falei com eles outras vezes e a explicado e simples, você perdeu sua conta e tudo que estava nela ponto final.

Hello Marilangela,

So do I understand it correctly that both you and your husband had an account and you both used bonuses? Who was the first to create account and first to use any bonus?

The first was him to use the bonus, when he had a balance of almost 500 reais he indicated the site, because we played in other slots together, like blaze, pokerstars and etc, I don't see what this has to do with the situation, no are accounts of the same person, now is it wrong to open two accounts using the same network? , I had never heard of this, even more knowing that we proved to be different accounts from different people, I just want my refund back, why didn't they block my husband's account? Just mine, you sending me a bonus email, and just a trap!

O primeiro foi ele a usar o bônus, quando ele estava com saldo de quase 500 reais ele me indicou o site, pois jogamos em outros slots juntos, como blaze, pokerstars e etc , não vejo o que isso tem haver com a situação, não são contas da mesma pessoa, agora e pecado abrir duas contas usando a mesma rede ? , Eu nunca tinha ouvido isso , ainda mais sabendo que provamos ser contas destintas de pessoa diferentes , só quero meu reembolso de volta, por que eles não bloquearam a conta do meu marido ? Só a minha, você me mandando email de bônus, e só uma armadilha !

Hello Marilangela,

We believe that as long as both of you can verify your identity, there shouldn't be an issue with the verification or the withdrawal.

I will forward your complaint to my colleague Branislav who will be assisting you from now on.

But please note that the casino has a very bad reputation and they might not respond or won't be willing to help at all.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick, if I could at least receive the deposit refund request I would be extremely happy, if you need the prints of the conversation with support or other documents, I'm available!! Great day.

Obrigada Nick, se eu pudesse receber pelo menos o pedido de reembolso do depósito já ficaria extremamente feliz, se precisar dos prints da conversa com suporte ou outros documentos , estou a disposição!! Ótimo dia.

Hello, Marilangela,

I am sorry to hear about your unpleasant experience and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, while we will be waiting for the casino's response, could you please provide me with all communications with the casino?

Now I would like to invite Vulcan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulcan Vegas Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get her account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

First attempt to chat with support, at that moment my data was all approved.

After that the chat ended.

Primeira tentativa de conversa com suporte , nesse momento meus dados já estavam todos aprovados.

Após isso o chat foi finalizado.

Second refund attempt by contacting support.

He only replied: "dispose" as a final answer and the chat was ended.

Segunda tentativa de reembolso fazendo contato com o suporte .

Ele só respondeu : "disponha " como resposta final e o chat foi encerrado .

Thank you, Marilangela, for the provided screenshots.

Now let's wait for the casino's response and explanation.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

;(

Dear Marilangela,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru