Vulkan Vegas Casino - La cuenta del jugador se cerró.

Hello, I am contacting you to make a disclaimer, it happened to me that the Vulkan Vegas casino closed my account, they blocked it without prior notice and I have a balance inside. I need them to let me withdraw the money. And if possible recover my account in that casino. Thanks

Buenas, me comunico para hacer un descargo, me paso que el casino vulkan Vegas me cerró la cuenta, me la bloqueo sin previo aviso y me quedo un saldo dentro. Necesito que me dejen retirar el dinero. Y en lo posible recuperar mi cuenta en ese casino. Gracias

Hello ayelenruizdiaz30,

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 since when is your account fully verified? Did you ever deposit there or claim any bonuses? What did the casino respond when you asked them about the account block?

Looking forward to your answer.

Regards,

Nick

Good, I think that November I have verified the account. I did not claim any bonus and regarding the closure of the account they tell me that due to SUSPECT of illegal activity which is not the case.

Buenas, creo que de noviembre tengo verificada la cuenta. No reclame ningún bono y en cuanto al cierre de la cuenta me dicen que por SOSPECHA de actividad ilegal lo cual no es así.

I want to know how to get my money back

Quiero saber como recuperar mi dinero

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

Hello,

We'd like to confirm, that the account is indeed locked, but does not have any deposit/gaming activity.

Kind regards

My account did have movements, that's definitely not mine. My account is ayelenruizdiaz30@gmail.com

All I want is to get my money back.

Mi cuenta si tenia movimientos, definitivamente esa no es mía. Mi cuenta es ayelenruizdiaz30@gmail.com

Lo único que quiero es recuperar mi dinero.

Ok, so you have several accounts. Fine.

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 for your clarifications.

1.I didn't have several accounts, one I think but I lost the mail and phone. That is why neither movements nor was it even verified and you can see that.

2. If I made plays, several plays and then withdrew mine.

3. Because here where I live it is faster and it has already happened to me that the other method has eaten my money.

1.No tenía varias cuantas, una cree pero perdí el correo y teléfono. Por eso ni movimientos ni verificada siquiera estaba y eso ustedes lo ven.

2. Si realizaba jugadas, varias jugadas y luego retiraba lo mio.

3. Por que aquí donde vivo es más rápido y ya me ah pasado que el otro método me ah comido el dinero.

I just want my money

Solo quiero mi dinero

Dear Vulkan Vegas,

Can you please clarify what exactly was suspicious in the player's activity. You can also send it through e-mail to nikolas.b@casino.guru.

I just want my money please

Solo quiero mi dinero pory favor

Will they recognize my money?

Me van a reconocer mi dinero?

Hello Nick,

Pardon for a delay in reply.

The e-mail with explanations was just sent.

Kind regards

I'm still waiting for an answer for my money

Yo sigo esperando una respuesta por mi dinero

Dear ayelenruizdiaz30,

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