Vulkan Vegas Casino - A conta do jogador é fechada após uma vitória contestada.

I had a problem with this casino once before when they blocked my account after a fairly large win, but after a dispute and sending several confirmations I was unblocked. This time I was also blocked. Some time ago I came across the game "Lucky Loser" I liked this game and played it very often. The thing is that in the chat the consultant wrote to me that my account was blocked because I broke one of the points of their regulations. And to be precise, while playing the above-mentioned game I lost my real balance. Then I started playing the same game for the bonus money that you receive when making deposits. And note when I also lost it on this game I topped up my balance again and continued playing on "Lucky Loser" I managed to win money and I withdrew it. About 2-3 days later I decided to play again on Vulkan-Vegas and there on live games "crazy Time" I managed to reach the amount of about 1800 PLN which I decided to withdraw. 2 days after the withdrawal order I cannot log into the account and the consultant blames me for cheating by playing Lucky Loser for bonus money and smashing the "bonus wheel" with real money. Firstly, this win of 1800 PLN which they have now blocked from me had nothing to do with this game and secondly "Lucky Loser" should be excluded from playing for "bonus money" because after playing for the bonus balance the "bonus wheel" is filled which never disappears until it is emptied. It is their fault that they did not secure this game. There are games such as The blast the bass" which are games available only for real balance. The consultant informed me that he can unblock my account but my account of PLN 1,800 will be taken away from me. And I emphasize that I did not win this money on this game that they are accusing me of. If you ever played the game "Lucky Loser" for bonus money, so as not to "break" their regulations, you would never be able to play it for real money again because "progress" in this game is not deleted. What's more, I am not able to determine my nickname in the game because I cannot log in to their website and I get an answer from the support in the chat that they cannot send such data in the chat.

Juz raz miałem problem z tym kasynem gdy zablokowali mi konto po dość dużej wygranej, jednak po sporze i przesłaniu kilku potwierdzeń zostałem odblokowany. Tym razem również zostałem zablokowany. Jakiś czas temu trafiłem na grę „Lucky loser" polubiłem tą grę i bardzo często na niej grałem . Sprawa wygląda tak że na czacie konsultant napisał mi że moje konto zostało zablokowane ponieważ złamałem jeden z punktów ich regulaminu. A dokładnie grając w w wyżej wymienioną grę przegrałem prawdziwe saldo . Po czym zacząłem grać na tej samej grze za pieniądze bonusowe które otrzymuje się podczas wpłat. I uwaga kiedy je również przegrałem na tej grze zasiliłem ponownie saldo i kontynuowałem grę na „Lucky Loser" udało mi się wygrać pieniądze i je wypłaciłem . Jakieś 2-3 dni później postanowiłem znów pograć na Vulkan-Vegas i tam na grach live „crazy Time „ udało mi się dojść do kwoty ok 1800 zł które postanowiłem wypłacić. 2 dni po zleceniu wypłaty nie mogę zalogować się na konto a konsultant obwinia mnie że oszukiwałem grając w Lucky Loser za pieniądze bonusowe i rozbijałem „koło bonusowe" prawdziwymi pieniędzmi. Po pierwsze ta wygrana 1800 zł które mi teraz zablokowali nie miała nic wspólnego z tą grą a po 2 „Lucky Loser" w takim razie powinna być wykluczona z gry za „bonusowe pieniądze „ ponieważ po zagraniu za bonusowe saldo nabija się „koło bonusu" które nigdy już nie znika aż do opróżnienia go. To ich wina że nie zabezpieczyli tej gry . Są gry takie jak np. The blast the bass" które są grami dostępnymi tylko za saldo prawdziwe. Pan konsultant poinformował mnie że może odblokować mi konto ale moje konto 1800 zł zostanie mi zabrane. A podkreślam że nie wygrałem tych pieniędzy na tej grze o którą mnie oskarżają. Jeśli kiedykolwiek zagrało by sie w gre "lucky Loser" za bonusowe pieniadze to żeby nie "łamać" ich regulaminu nie mozna by juz nigdy na niej grać za prawdziwe pieniądze ponieważ "postęp" w tej grze sie nie usuwa. mało tego nie jestem w stanie ustalic nicku w grze ponieważ nie mogę się zalogować na ich stronę a od supportu na czacie dostaje odpowiedz że oni na czacie nie mogą wysyłać takich danych .

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Just to clarify, is the casino accusing you of playing a restricted game with bonus money?

Could you please specify which bonus you used during the time in question?

Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello

I wrote to Vulkan vegas support to send a list of my games (what games and time) from last week in Exel. Unfortunately, I have to wait for any response from them. I don't know how long it will take

Greetings,

We can confirm, the player violated the following rule:

"21. It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

The player was using the bonus money to gain advantage in a game "Lucky loser", that has a Progressive feature, and later was receiving the winnings onto the real money balance.

In addition, player is now excluded from the ability of using any bonus promotion.

Regards

@vulkanVegas

since it is a progressive game, it should be excluded from games for bonus money, just like "Blast The Bass"

I played Lucy Looser both for real money and bonus money. Please tell me why PLN 1,800 was confiscated from me if this money was not won in the lucky looser game?

This money didn’t even have any contact with the lucky loser game

Additionally, chat consultants cheat. Here they wrote that I was blocked and cannot use the bonuses, and there the consultants wrote that they do not block bonuses!!!

Hello,

Once again - the player is now excluded from the ability of using any bonus promotion. Exception - cashback.

The player will never be able to use bonuses again.

Regards

Dear Dominika,

After reviewing the player’s communication history, we have made the decision to permanently close the account due to the repeated use of inappropriate language and clear disrespect towards our support team. We maintain a zero-tolerance policy regarding abusive behavior to ensure a respectful environment for both our staff and users.

Kind regards

Hahah very funny pseudo casino !

Zero tolerance for winning xD

Dear Vulkan Vegas Casino, could you please send the game history in Excel format, especially for the relevant period, to my email address: dominika.l@casino.guru?

This information is important for us to fully understand the situation and evaluate the player’s activity in detail.

Dear Dominika

I would like to ask you to check the specific game from which I wanted to withdraw PLN 1,800 and which was confiscated from me. this whole game had nothing to do with the game "lucky loser" I didn't play this game that day and the money was taken

Hello Dominika,

The requested proofs were sent

Kind regards

Dear Vulkan Vegas Casino, thank you for your cooperation and for providing the necessary information.

Dear player, after reviewing all the details, we are closing this complaint as unjustified. According to the evidence submitted by the casino, there was a breach of bonus terms, specifically involving the use of delayed rounds while playing with an active bonus. The casino acted correctly and in accordance with its terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.