Vulkan Vegas Casino - A conta do jogador de longa data foi bloqueada.

I've been a player at this casino for several years and have never had any issues. I make deposits and withdrawals on a regular basis and had all of my account verification completed and up to date, but for some unexplained reason I've been blocked. I spoke with customer service and they cited this:

13.5.

The Company can terminate Your Account, including your username and password, immediately and without prior notice:

13.5.1.

If for any reason we decide to discontinue providing services in general or specifically to you.

However, at this time, there was an outstanding amount of 250 euros due to me.

I would like to know if it is legally possible for them to block my account and not pay me my money. It's sad, I've always been compliant with them and yet they blocked me without any justified reason.

I would like to request help in regard to this issue.

Sou jogadora deste casino a uns anos e nunca tive problemas, faço depositos e levantamentos regularmente e tinha toda a verificação da conta feita e atualizada e sem nenhum motivo fui bloquiada. Falei com o chat e eles alegam quem

13.5.

A Empresa pode encerrar Sua Conta, incluindo seu nome de usuário e senha, imediatamente e sem aviso prévio:

13.5.1.

se por qualquer motivo decidirmos descontinuar a prestação dos serviços em geral ou especificamente a você.

Mas neste momento tinha pendente um valor de 250 euros para receber.

Gostaria de saber se isto é legalmente possivel bloquiarem a conta e nao me pagarem o meu dinheiro. È triste eu sempre fui correta com eles e eles bloquiam me assim sem justa causa.

queria pedir ajuda nesse sentido.

Dear AnaPereira90,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan Vegas Casino and understand your concern. Please allow me to ask you a few questions to make sure I understand your situation completely.

When was the last time you were able to log into your account? What types of games did you play?

Have you asked customer support if your balance of €250 will be paid out?

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

Best regards

Veronika

When was the last time you were able to log in to your account?

If I'm not mistaken, I played on the 5th and made the withdrawal and logged into the account on the 6th to find out what status my withdrawal was in. Last night when I got home I tried to get in and it was already blocked.

What types of games have you played? I only play slots.

Have you asked customer support if your €250 balance will be paid?

Yesterday I asked and they said that I should receive it within 5 days, but I was very surprised by the blockage and supposedly the deadline for receiving it is 2 business days and in the end it went to another 5 and with a blockage on top. For no reason at all.

I hope you can help me and understand why I have this attitude.

Quando foi a última vez que você conseguiu fazer login na sua conta?

Se não estou em erro joguei dia 5 e fiz o levantamento e entrei na conta dia 6 para saber em que estado estava o meu levantamento. Ontem a noite quando cheguei a casa tentei entrar e já estava bloqueada.

Que tipos de jogos você jogou? Eu só jogo Slots.

Já perguntou ao apoio ao cliente se o seu saldo de 250€ será pago?

Ontem questionei e disseram que no prazo de 5 dias devo receber, mas fiquei muito surpresa com o bloqueio e supostamente o prazo de receber é 2 dias uteis e afinal passaram para mais 5 e com um bloqueio em cima. Sem razão alguma.

Espero que possa me ajudar e perceber o porque desta atitude.

It's to let you know that I just received the money that was pending, 250 euros, but I'm still blocked.

È para avisar que acabei de receber o dinheiro que estava pendente 250 euros, mas continuo bloquiada.

I'm glad to hear that you received your winnings.

Please understand that according to the Terms and Conditions of Vulkan Vegas Casino:

13.5 The Company may terminate Your Account: including your username and password; immediately without notice:

13.5.1. if we decide to discontinue to provide the services in general or specifically to you, but only in the event that the player's real money balance falls below a minimum stake amount;

I understand that you may be experiencing some issues with the casino's decision to close your account. However, please be aware that the casino has the right to determine who they will provide their services to. If your winnings were already paid out, the casino may decide to close your account without giving you any explanation. Unfortunately, we are unable to investigate their reasons further and we do not have the authority to compel casinos to provide their services to you.

As a result of the aforementioned reasons, we regret to inform you that we will not be able to assist you further in this matter. Thank you for your understanding. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.