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

I put 20,000 Russian rubles on the withdrawal and blocked me

Поставил на вывод 20000 российских рублей а меня заблокировала

Dear Владислав,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did you play with any bonuses? Have you passed the KYC before the casino closed your account? Have you ever made any successful withdrawals before?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I played with a bonus unscrewing Wager x3. I entered the deposit, I was verified successfully. Yes, I tried to contact me, they said that there is one more account on my behalf, but this is not possible at all, not how. No, I haven't taken it out yet. They had to withdraw, they promised that I would. But they blocked it ... And they didn't really explain anything.

Да я играл с бонусом открутил Вагер х3 . Ввёл депозит меня верефицировали успешно . Да пытался связаться мне сказали что есть ещё одна учётная от моего имени но это не возможно вообще не как . Нет я не выводил ещё не разу. Они должны были вывести обещали что выведу . Но заблокировали... И толком нечего не объяснили.

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

Hello Владислав.

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 Владислав.

Please, could you confirm the casino statement?

You've opened more than one account, received no-deposit bonus on each of them.

I could not open more than one entry. I just bought a phone from a friend and he told me that you can take a bonus, I registered once and that's it. I didn't have any more records at all, the first time in my life I registered at all.

Я не мог открыть более одной записи. Я только купил телефон у знакомого и он мне рассказал что можно взять бонус я зарегистрировался один раз и всё.больше у меня записей вообще не было я первый раз в жизни вообще зарегистрировался .

Dear Vulkan Vegas Casino team.

Thank you for your cooperation. Please, forward it to my email address jozef.k@casino.guru.

Dear Vulkan Vegas Casino team.

I have not heard from you, have you sent it, please? 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’.

Hello,

All the info was sent on Feb 03 2021.

Kind regards,

Alexander

Hello there,

Dear Vulkan Vegas Casino team.

Thank you for your cooperation in this case.

Hello Владислав.

I can confirm that we have received relevant proofs from the casino sustaining their claims. I am very sorry, but we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case since you have clearly breached the casino T&Cs.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it although I do not recommend it in this case. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru