Vulkan Vegas Casino - Las ganancias del jugador han sido retenidas.

Dear Carlos.cambuca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Petronella,

Thank you for contacting us.

When I registered the account, I registered and won "free spins", so with these free spins I managed to rellover that converted the bonus balance into real money (R$ 130.00), to carry out the withdrawal the attendant told me that I would need make a deposit, so I made a deposit without any active bonus, and with that I went to play in a slot with the real money balance, where I managed to make a real money balance of R$ 8177.75.

After that I sent all documents for KYC verification, there are 5 document tabs, after a few days they were approved. However, I was asked in the email for another document to complete the verification, which I also sent. Therefore, more than 15 days passed and it was not verified, I contacted support asking the reason for the delay, they said they would forward my situation to administration, after that the next day my account was blocked.

I sent them an email, asking why and they claimed that: "The reason for this is the violation of the rules of our project, that is, creating more than one account and abuse of bonuses.", Since I used my account only on my cell phone and my notebook.

Thank you very much in advance.

Cara Petronela,

Obrigado por entrar em contato.

Quando registrei a conta, registrei e ganhei "free spins", então com essas rodadas grátis eu consegui fazer o rellover que converteu o saldo do bônus para dinheiro real( R$ 130,00), para realizar o saque o atendente me disse que precisaria fazer um depósito, então fiz um depósito sem nenhum bônus ativo, e com isso eu fui jogar em um slot com o saldo em dinheiro real, onde consegui fazer um saldo de dinheiro real de R$ 8177,75.

Após isso mandei todos documentos para verificação KYC, são 5 abas de documentos, depois de alguns dias foram aprovados. Porém, foi me solicitado no email mais um documento para que concluísse a verificação, que também enviei. Portanto, passaram-se mais de 15 dias e não foi verificado, entrei em contato com o suporte perguntando o porque da demora, disseram que ia encaminhar minha situação para administração, após isso no outro dia minha conta foi bloqueada.

mandei email para eles, perguntando o porquê e alegaram que: "A razão para isso é a violação das regras do nosso projeto, ou seja, criar mais de uma conta e abuso de bônus.", Sendo que utilizei minha conta somente em meu celular e meu notebook.

Desde ja agradeço.

Dear Carlos.cambuca

Can you please clarify who does the account patri**ambuca@outlook.com belong to?

Thank you in advance!

Kind regards

Dear Vulkan Vegas Casino Representative,

This account belongs to my son, we live in the same place and they are totally different accounts and data.

Thank you very much in advance.

Caro Representante do cassino Vulkan Vegas,

Esta conta pertence ao meu filho, moramos no mesmo lugar e são contas e dados totalmente diferentes.

Desde já agradeço.

Dear Carlos.cambuca,

Could you please advise which account was created as the first one and if your son completed the KYC verification?

Dear Petronella,

My son created the account before mine, and the KYC verification has not been completed, but I can ask him to submit documentation for KYC verification.

Cara Petronela,

Meu filho criou a conta antes da minha, e não foi concluido a verificação KYC, mas posso pedir para ele enviar a documentação para a verificação KYC.

Thank you, Carlos.cambuca, for your reply. Ideally, both accounts should be verified, yes. Could you please advise if you and your son share the same device too?

No, we use different devices

Não, utilizamos dispositivos diferentes

Thank you, Carlos.cambuca, for the clarification.

Dear Vulkan Vegas Casino team,

Would it be possible to verify both accounts? I understand that NDBs have been claimed on both accounts but it seems as if the winnings on the second account were accumulated from a real money deposit placed afterward.

Hello all,

Upon investigation, the following was discovered:

patr****ambuca@outlook.com - registered 15.11.2022 23:56:46 (UTC), used no deposit bonus, Ip address: 179.108.232.201

roberto_c***ucaninja@yahoo.com.br - registered 27.11.2022 15:45:03 (UTC), used no deposit bonus, Ip address: 179.108.232.201

According to T&Cs of the Casino:

All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). 

Casino suggests leaving the deposit at player's account. He may then start all over.

Kind regards

Thank you very much, Vulkan Vegas Casino team, for the update.

Dear Carlos.cambuca,

It seems to be a fair offer from the casino. Even if both accounts profited from No Deposit bonuses, the casino is willing to keep accounts open. Please let me know if you agree with the deal or if there's anything else we could try to help you with.

Good night,

I agree, however, if you leave the deposit of both accounts, as my son also made deposits in his account.

So leave deposit on both accounts

Thank you very much in advance.

Boa noite,

Concordo, porém, se deixar o depósito das duas contas, pois meu filho também realizou depósitos na conta dele.

Então, deixar depósito em ambas as contas

Desde já agradeço.

As far as I know, there was no issue with your son's account. Am I mistaken? Have you received your deposited funds already?

Dear Petronella,

My son's account was blocked too, both accounts were blocked. I did not receive the deposited funds as both are still blocked at the moment

Cara Petronela,

A conta do meu filho foi bloqueada também, ambas contas foram bloqueadas. não recebi os fundos depositados pois ainda no momento ambas continuam bloqueadas

Hello, Carlos.cambuca

Your account is now unblocked and verified.

Your son's account is also unblocked. Please kindly mind, you are not allowed to opt for the same bonuses. Playing with real money have no restrictions whatsoever.

Kind regards

Great news. Carlos.cambuca, could you please confirm that the issue has been resolved? Is there anything else we could try to help you with?

Problem solved! Many thanks to Casino Guru and Petronela. I thank

Problema resolvido! Muito obrigado ao cassino Guru e Petronela. Agradeço

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Carlos.cambuca, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru