Vulkan Vegas Casino - La cuenta del jugador fue bloqueada.

Good evening, I am contacting you because I was a player at the Vulkan Vegas casino for two weeks and suddenly I found my user blocked. When consulting the operators about this, they only tell me that I broke the rules, without giving more information about it. I repudiate the little information or no evidence from the casino to accuse me of this. I just want to request the return of the money that I had in it, honestly I am not interested in recovering the account, since I have the possibility of continuing to play in other casinos. By the way, having requested the withdrawal, the process was already in progress, having confirmed the validity of the withdrawal via email, to later find myself with the notice of the permanently blocked user retaining my money.

Everything he recounted happened from one day to the next.

I leave attached photos of the conversations with the operators and their refusal to provide more information regarding the status of my account. It's a real robbery.

Buenas noches, me comunico porque fui jugador en el casino Vulkan Vegas por dos semanas y repentinamente me encontré con mi usuario bloqueado. Al consultar por esto con los operadores, solo me dicen que inflingi las reglas, sin dar más información al respecto. Repudio la poca información o nulas pruebas del casino para acusarme de esto. Yo solo quiero solicitar la devolución del dinero con la que contaba en la misma, sinceramente no me interesa recuperar la cuenta, ya que tengo posibilidades de seguir jugando en otros casinos. Dicho sea de paso, habiendo solicitado el retiro, el proceso ya se encontraba en progreso, habiéndome confirmado la validez del retiro via email, para luego encontrarme con el aviso del usuario bloqueado de forma permanente reteniendo mi dinero.

Todo lo que relató sucedió de un día al otro.

dejo adjunto fotos de las conversaciones con los operadores y su negativa para brindar más información al respecto del estado de mi cuenta. Es un robo real.

Hello MarianoC,

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

Could you please advise when did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you speak  to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening, from Vulkan they sent me an email answering the claim I made for my money, in which they said that they do not have support in Spanish, please send all the email in English? Clearly that makes you think that they are screwing you because the chats with operators are all in Spanish inclusive.

Buenas noches, desde Vulkan me enviaron un email contestando el reclamo que hice por mi dinero, en el que decía que no tienen soporte en español que por favor envíe todo el email en inglés? Claramente eso te hace pensar que te están jodiendo porque los chats con operadores son todos en castellano inclusive.

Hello MarianoC,

Can you please clarify when exactly did you request for the withdrawal? Didn't it arrive since?

Good evening, I requested the withdrawal on 01/21. Since then I have not received a refund nor have I received it. They only tell me that I violate the rules of the site without specifying anything and that it is a final decision of the

management. How can these things happen? I can not believe.

Buenas noches, el retiro lo solicite el 21/01. Desde entonces no tengo devolución del dinero ni tampoco llego. Solo me dicen que viole las reglas del sitio sin especificar nada y que es una decisión tomada y definitiva de la

administracion. Cómo pueden pasar estas cosas? No puedo creer.

I would like to ask Vulkan Vegas Casino to join us and help us resolve the player's issue. Can you please clarify why was the player blocked?

Hello all,

Dear MarianoC,

Can you please explain the following aspects:

1) What is the purpose for making a withdrawal request after making only several 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?

Thank you in advance!

Kind regards

Hello good. 1. The purpose is to withdraw at least part of my money when I need or want it, obviously accepting the withholding that they do. Regarding the withdrawal method, I do not understand the proposal? What is the problem with it? If you can't withdraw with crypto, I want my balance through AstroPay or another payment method, but it doesn't seem logical to me that they keep the balance just like that. Do I have to lose all my balance? Is it mandatory to lose everything? I await a reasonable answer...

Buenas. 1. El propósito es retirar al menos parte de mi dinero cuando lo necesito o quiero, aceptando obviamente la retención que me realizan. Respecto al método de retiro, no entiendo el planteo? Cual es el problema con ello? Si no se puede retirar con crypto, quiero mi saldo a través de AstroPay u otro medio de pago, pero no me parece lógico que se queden con el saldo así nomas. Tengo que perder todo mi saldo? Es obligación perderlo todo? Aguardo una respuesta razonable…

Hello MarianoC

The reason we are asking this, is because at every withdrawal you do lose a lot of money in commission. You are clearly notified about it.

Secondly, according to T&Cs: "8.11.2. funds must be withdrawn with the same method used for depositing;"

Otherwise, it gives a presumption of money-laundering.

Did you register at vulkanvegas to play the casino or for any other reason?

Thank you in advance!

The truth is that if I lose money in commissions, but it's my first time in an online casino, and I'd rather lose some money, I'm not sure how much it is, than lose everything. I am not laundering anything, I am an employee, I put part of my salary to play, but it is very difficult to win, so try to withdraw as much as possible... I strongly ask you to return the money that I keep in the account, and if you want to keep it blocked, I have no problem with that...

La verdad es que si pierdo dinero en comisiones, pero es mi primera vez en un casino on line, y prefiero perder algo de dinero, que no sé bien cuánto es, antes que perder todo. No estoy haciendo lavado de nada, soy un asalariado, puse parte de mi sueldo para jugar, pero es muy difícil ganar, así que trate de retirar lo máximo posible.... Les pido encarecidamente que me devuelvan el dinero que me quedo en la cuenta, y si quieren mantenganla bloqueada, no tengo problemas con eso...

Dear Vulkan Vegas,

Can you please clarify how many spins and in what sum did the player do exactly? Would it resolve the issue if he would request a withdrawal with the same payment method as he deposit with?

Hello Nick,

The e-mail with explanations and proofs were just sent.

Kind regards

Dear MarianoC,

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