V.Vegas Casino - A conta do jogador foi encerrada.

I have been a loyal customer of yours for years. You know me. I'm a single mother and I played regularly - most of the time with my own cash, not even using bonuses. Then I have my biggest ever win and suddenly you're throwing scandalous accusations at me - claiming I was sharing my laptop with random strangers? I moved home recently and have been temporarily staying with my mother while I wait for my own home to be finished. I used her WiFi. And yes, occasionally I used the WiFi in the library two minutes down the road when it got noisy. I told you all of this. I had promised my mother and my kids we were all going on holiday together - my treat, with my winnings. You took that from us. I have never in my life had a single thing said against my character. I don't even have a parking ticket to my name. And you did this to me and my children.

On the 27th I have a meeting with Free Legal Aid. I have also contacted the Single Parents Association of Ireland - both to seek their support and to ask them to warn their members to stay well clear of you. In my experience, you only rob customers when they win big and then invent reasons to justify it.

You robbed the wrong mother. I will post about this every single day. Everywhere. This is NOT over

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear playerlucky993,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Vulkan Vegas Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate? Has the casino accused you of using multiple accounts?

Thank you in advance for your response.

Best regards,

Attila

Dear playerlucky993,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They are accusing me that I was sharing my laptop with random strangers. As I have told you, I have been temporarily staying with my mother while I wait for my own home to be finished. I used her wifi. I'm not accused of using multiple accounts but they are accusing me of abusing their bonuses which is nonsense because I use my own money without bonus sometimes. I won something big and they don't want to give out the money then start accusing me of things just to keep my winnings away

Dear playerlucky993,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Here are the screenshots of our conversation, they are really heartless. Not even giving me a reason, they just said that it's final

Thank you for your response. Could you please send me a link or a screenshot of the bonus you activated and played with? Additionally, is there any chance that someone from your household or using the same IP also created an account at this casino?

I look forward to your reply.

Dear playerlucky993,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No I don't have a screenshot of the bonus activated, why would anyone take a screenshot of a bonus that was available. I played there for years and never did this. My household? Like I said I moved home and was living with my mother for a little over a month and was studying, watching YT and also the odd casino game in the Library just to get out of house as I have a lot of sisters and two have young kids and the noise is deafening but I have never done anything wrong ever. As in NEVER, even a parking ticket

Thank you for your response. I understand that you currently do not have any screenshots of the bonus. Could you please provide a description of the bonus instead? Was it included in the welcome package? Additionally, have you deposited real money to activate the promotion? If so, I would appreciate it if you could share any evidence of your deposits.

Furthermore, regarding the multiple accounts, I apologize if my previous question was unclear. Could you please clarify whether there is any possibility that someone from your household or someone using the same IP address may have also created an account at this casino?

Thank you for your cooperation.

No, it wasn't a welcome bonus, I'm registered with that casino years ago, I play there quite often for bonus and also I play and deposit with no bonuses.

Yes, I deposited with my own money to get the bonus and regarding the multiple accounts I asked my family did they have an account here and they said no, this is my family I lived with for 2 months waiting my new home to be ready, as far as the library I used their Wifi so I doubt someone goes to the library to use a casino so no, well I did but that was just to get out of my mother's house for an hour as there is a lot living there and it's noisy so maybe someone used the Library Wifi but I'd highly doubt it, to my knowledge though absolutely not and I'm with this casino for many years, I moved home awaiting my new home and now there's an issue? Seems very convenient especially when I hit a big win for the first time in years. My household though, absolutely no one could have used this casino as I've no partner and only my children live with me.

Dear playerlucky993,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear playerlucky993,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from V.Vegas Casino to join this conversation and assist in addressing the complaint.

Dear V.Vegas Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings,

According to our records, the player completed the video verification and is unblocked.

Regards

Dear playerlucky993,

Could you please confirm whether this information is correct?

If your access to the account has been successfully restored and you are now able to use it without any issues, can we consider this case resolved?

Please let us know your current status so that we can proceed accordingly.

I look forward to your response.

Dear playerlucky993,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru