Vulkan Vegas Casino - El jugador está experimentando un problema no especificado.

Hello 👋 could you let me know why the casino does not return my money? They blocked me on 01/19

Hola 👋 podrían hacerme saber porque el casino no me devuelve el dinero? Me bloquearon el 19/01

Dear luciananardelli30,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Vulkan Vegas Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Yes, of course, I'll tell you that on 01/19 they blocked my account and you can no longer log in. I asked them why it had been and they told me to act in bad faith towards the club. Then I told them that I had withdrawn my winnings and they told me that this money was not going to be returned to me and I kept 135 thousand in the casino. Can they give me that back?

Si claro, te cuento que el dia 19/01 me bloquean la cuenta y ya no puede ingresar mas. Les consulte porque habia sido y me dijero que actue de mala fe al club. Luego les dije que habia retirado mis ganancias y me dijeron que ese dinero no me lo iba a devolver y me quedo 135mil en el casino. Eso me pueden devolver?

Hello luciananardelli30

Can you please explain the following aspects:

1) What is the purpose for making a withdrawal request after making small amount of spins? And each time you agree with quite a big commission at withdrawal?

2) Why do you deposit with one method and withdraw via a different one?

3) What is the purpose of registration at Vulkanvegas?

Dear luciananardelli30,

Please answer the casino in order to proceed resolving the complaint.

Hello. excuse the delay

1. I am a beginner, I was trying to withdraw my earnings

2. Because I didn't know you couldn't. They never told me anything

3. Play. It is an entertainment that also gives me gain

Hola. Disculpe la demora

1. Soy principiante estaba probando de como retirar mis ganancias

2. Porque no sabía que no se podia. En ningún momento me dijeron nada

3. Jugar. E un entretenimiento que además me da gananacia

Dear luciananardelli30,

We have received evidence from Vulkan Vegas Casino that you and some other players are engaging in the same or very similar gameplay and player behavior that shows signs of money laundering. Your above replies are still leaving quite a lot of questions which makes us believe the Vulkan Vegas Casino decision of canceling your withdrawal and blocking your account is not unfair and is acting according to its terms and conditions as mentioned here:

11.Collusion, cheating, fraud and criminal activity

11.4. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

If you feel you want to take this complaint further you can contact Curacao Gaming authority here (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

We are sorry We could not be of more help on this occasion.

Best regards,

Nick