Vulkan Vegas Casino - Cuenta del jugador suspendida después de una solicitud de retiro.

Dear Casino Guru Team,

I am facing an issue, I have been playing on and off at Vulkan Vegas for a few months now. I have often deposited and even had a few withdrawals. Recently, I had a reasonably good win (in Zeus vs Hades with 10 cents freespins for 15,- purchased and won 1337.3,-) and had also made a withdrawal. I requested a withdrawal of 1300 Euros, and today I observed that my account had been suspended. Consequently, I messaged the chat support, and they told me that I was in Poland at the time of registration, and now I should confirm that it was me. I always logged in as usual through Google in the browser and had a complete KYC verification, so I was fully verified. I do not know how I am supposed to confirm that. It doesn't seem fair that you can deposit money as you please but encounter problems while withdrawing. I even asked if they could refund my deposits and keep the winnings, but they declined that too. I am clueless about what to do and could use some help.

Thank you very much

Sehr geehrtes Casino-Guru-Team,

Ich habe folgendes Problem, ich Spiele schon seit ein paar Monaten ab und an mal bei Vulkan Vegas ich habe oft eingezahlt und ausgezahlt habe ich auch schon mal. Ich habe jetzt neulich einen relativ guten Gewinn gemacht (bei Zeus vs Hades mit 10cent freispiele für 15,- gekauft und 1337,3 ,- gewonnen) und eine Auszahlung hatte ich auch schon. Ich habe eine Auszahlung für 1300 Euro beantragt und habe heute gesehen, dass mein Account gesperrt wurde. Daraufhin habe ich den Chat angeschrieben und die meinten zu mir, dass bei ich bei der Registrierung in Polen war und nun bestätigen soll, dass ich das war. Ich habe mich immer ganz normal im Browser über Google angemeldet und hatte auch eine komplette KYC Überprüfung, also war ich schon komplett verifiziert. Wie soll ich so etwas denn bestätigen. Das kann doch nicht sein, dass man Geld einzahlen kann wie man möchte aber beim Auszahlen Probleme bekommt. Ich habe auch gefragt ob es dann möglich ist, dass die mir meine Einsätze zurückerstatten dafür den Gewinn behalten. Das haben die auch abgelehnt. Ich weiß nicht was ich da machen kann und könnte Hilfe gebrauchen.

Haben sie vielen Dank

Dear Baridfang,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you explained to the casino why you appear to have registered an account from a different country?
• Have you used the casino from a single location otherwise?
• Have you used the same device when playing in the casino?

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

Best regards,

Tomas

Hi Tomas,

I said that I registered normally via Google and that I did the whole thing from Germany.

In addition, I sometimes played on the go or from the computer or from my cell phone.

Best regards ,

Baridfang

Hi Tomas,

ich habe gesagt dass ich mich normal per Google registriert habe und dass ich das ganze von Deutschland aus getan habe.

Darüber hinaus habe ich unterwegs mal gespielt oder vom Computer aus mal vom Handy aus..

Beste Grüße ,

Baridfang

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I emailed the receipts to them.

Ich habe die Belege per Mail an sie geschickt.

Thank you very much, Baridfang, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Baridfang,

I am sorry to hear about your troubles. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino team,

Could you please provide us with a detailed explanation of the player's situation? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Baridfang

Can you please let us know which error did you get when attempting to register at first?

Thank you for your cooperation!

Regards

Hello,

what kind of mistake do you mean? I don't remember any mistakes.

greeting

Hallo,

was für einen Fehler meinen sie denn? Ich kann mich an keinen Fehler erinnern.

Gruß

Dear Baridfang

Can you please confirm you were in Poland while registering and playing at Vulkanvegas?

Thank you!

Dear Baridfang,

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.

Hello,

As already mentioned, I was not in Poland and therefore cannot confirm this.

greeting

Hallo,

wie bereits erwähnt war ich nicht in Polen und kann dies somit auch nicht bestätigen.

Gruß

Dear Baridfang

Please kindly confirm taht you did the following:

1) You somehow found the VulkanVegas website

2) Tried to register

3) Received the error "Registration from your country is not allowed" (Vulkanvegas does not accept new customers from Germany for years now)

4) You used VPN instead, and registered successfully.

All correct?

Waiting for your confirmation, Baridfang.

Hello, it's been a while since I registered, I don't know if there was something like that and I can't remember if I used a VPN for it or was connected to a WiFi that had a VPN integrated. What I do know is that I have already paid out money with Vulkanvegas without any problems. I also submitted all my documents for the KyC exam (all of which go through Germany) and everything was fine.

greeting

Hallo, die Registrierung ist schon länger her ich weiss nicht ob da sowas war und ich kann mich nicht erinnern ob ich mal Vpn dafür verwendet habe oder mit einem Wlan verbunden war, welches eine Vpn integriert hatte. Ws ich aber weiss ist, dass ich schon mit Vulkanvegas Geld ausgezahlt habe ohne Probleme. Darüber hinaus habe ich alle meine Unterlagen bei der KyC Prüfung eingereicht (die allesamt über Deutschland laufen) und da war auch alles in Ordnung.

Gruß

Alright, let's not drag it out unnecessarily.

Dear Vulkan Vegas Casino team,

I asked you for supporting evidence 2 weeks ago in case we are talking about a breach of the casino's rules.

The player himself confirmed he was not in Poland. Since I assume there is a good reason you asked about it, can you please provide me with the supporting evidence?

Feel free to use my email (branislav.b@casino.guru).

Dear Branislav

The e-mail was just sent.

Sorry about the delay.

Regards

Dear Baridfang,

The casino representative was able to fully support his claims and the casino's decision with relevant evidence.

After gathering all the necessary information, we are closing this complaint as unjustified. You obviously registered from a restricted country but used a tool/app to hide your actual location to bypass the casino's system settings and restrictions to be able to sign up at the casino, which means a serious breach of the casino's Terms and Conditions. Moreover, you confirmed you were not in PL at the time of registration yourself.

If you were able to pass some basic verification or withdraw some winnings from the casino, you can be only glad that it was possible and that the casino did not review your account completely earlier.

The casino acted in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Vulkan Vegas Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru