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

I asked for a € 350 withdrawal and it was rejected, even after sending all the documentation. They blocked my account just because I made a deposit through a skrill account that was not in my name. I just didn’t deposit via a skrill in my name because I can’t log into my account because I’ve lost access!

In the meantime I got in touch with Vulkan and they asked me if I wanted a refund of the deposit, I said yes. More than 1 week has passed, the deposit has not been refunded and my vulkan account is still blocked.

Inadmissible.

Pedi levantamento de 350€ e foi rejeitado, mesmo após ter enviado toda a documentação. Bloquearam-me a conta apenas por ter feito um depósito através de uma conta skrill que não estava em meu nome. Só não fiz o depósito através de uma skrill em meu nome porque não consigo entrar na minha conta porque perdi o acesso!

Entretanto entrei em contacto com a Vulkan e perguntaram-me se queria o reembolso do depósito, disse que sim. Já passou mais de 1 semana, não reembolsaram o depósito e a minha conta do vulkan ainda se encontra bloqueada.

Inadmissível.

Dear Carlos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

„ DEPOSITS AND WITHDRAWALS TO/FROM YOUR ACCOUNT

"The Company does not accept 3rd party deposits, i.e. those made by a friend, relative, partner or spouse. You must make deposits from an account/system/credit card that is registered in your own name. If we discover during our security checks that a 3rd party deposit has been made, all your winnings will be forfeited and returned to the casino."

Please understand that these rules have been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card, but this was not the case. I’m very sorry but we can’t help you with this query.

Additionally, it’s quite usual for withdrawals or refunds to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. If you’re refund has been confirmed I truly believe it’s only a matter of time before you’ll receive it.

Please let me know when you’ll receive your refunded deposit. Looking forward to hearing from you.

Best regards,

Petronela

Dear Carlos,

Have you received your refund? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I went back to sending an email asking when my account would be unlocked and when I would have my refund, but they don't answer, it's been 15 days.

Voltei a enviar email a perguntar quando é que teria a minha conta desbloqueada e quando é que teria o meu reembolso, mas não respondem, já faz 15 dias.

Thank you very much, Carlos, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Carlos.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Carlos,

I'm afraid I do not completely understand you...

You deposited with a payment method that does not belong to you. This is considered as breaching Casino T&C.

What exactly are you suggesting to do?

Thanks in advance!

Kind regards,

Alexander

Good evening Alexandre,

The Vulkan Vegas support team sent me an email with this information:

"... the last deposit will remain on the balance and you will not break the rules of our club in the future."

"If you want to unlock your account, please contact our support team for further assistance in any way convenient for you.", On 10/14.

I responded the next day to ask for the unlock via email, but so far they have not answered or unlocked the account

Boa noite Alexandre,

A equipa de suporte do Vulkan Vegas, enviou-me um email com esta informação:

"... the last deposit will remain on the balance and you will not break the rules of our club in the future."

"If you want to unlock your account, please contact our support team for further assistance in any way convenient for you.", no dia 14/10.

Respondi no dia seguinte a pedir o desbloqueio via email, mas até agora não me responderam nem desbloquearam a conta

Dear Carlos,

Sorry for a delay on this, your account is now unlocked. Also, we left the amount that is larger than your last deposit 🙂

But please, in future kindly use only the payment methods that belong to you personally.

Have a great day ahead!

Kind regards,

Alexander

Dear Carlos.

Please, could you confirm the casino statement?

Good night. I confirm that I only received € 50. I made a total deposit of € 80, I risked my money to get the € 350 and at the end even the amount of my total deposit does not return?

If you do not want to return the 350 € that belong to me, I am grateful that you will refund the 80 € of the deposit.

When it comes to depositing money at the casino, they don't check if the account used to deposit belongs to me, but to withdraw, they don't think twice ...

Thanks.

Boa noite. Confirmo que apenas recebi 50€. Fiz um depósito total de 80€, arrisquei o meu dinheiro para conseguir obter os 350€ e no final nem o valor do meu depósito total devolvem?

Se não me querem devolver os 350€ que me pertencem, agradeço que me reembolsem os 80€ do deposito.

Quando é para fazer depósito de dinheiro no casino, não verificam se a conta utilizada para depositar me pertence, mas para levantar, não pensam duas vezes...

Obrigado.

Dear Carlos,

Our terms were that we would leave the amount of you last deposit, which is 20 EUR

We left you 50 EUROs, and that's when we have all the rights (according to our T&Cs) to close player's account and leave without any winnings.

Kind regards,

Alexander

Dear Carlos.

Please, be aware that in most of the casinos it is strictly forbidden to deposit with the card which does not belong to you. Could you confirm that your last deposit was €50 or could you provide us with evidence sustaining that your last deposit was €80?

No, my last deposit was not 80 €.

I thank you for all the attention provided.

You can consider this matter as resolved.

Thanks.

Não, o meu ultimo depósito não foi de 80€.

Agradeço a toda a atenção disponibilizada.

Podem considerar este assunto como resolvido.

Obrigado.

Dear Carlos.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru