Vulkan Vegas Casino - A conta do jogador foi bloqueada após um pedido de saque.

I followed all the casino's rules regarding deposits, withdrawals, rollovers, and the like. I have never engaged in any improper conduct when using the casino's functions and benefits.

I made a deposit, met the rollover requirements, and made some winnings. I requested a withdrawal of the amounts, but now when I log into my account, I'm informed that I've been blocked.

What should I do?

Segui todas as regras do casino com relação a depósitos, saques, rollovers e etc. Nunca tive nenhuma conduta errada quanto ao uso das funções e benefícios do casino.

Fiz um deposito, cumpri o rollover e obtive ganhos. Solicitei a retirada dos valores e agora ao entrar na conta, sou informado que fui bloqueado.

O que devo fazer?

Dear Kianopela,

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

Could you please confirm that you have passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

Have you accumulated your winnings with or without an active bonus?

Have you received any message from customer support stating the reason why your account has been blocked?

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

"Could you confirm that you have passed the KYC verification?"

Yes. Fully approved.

"Have you made any successful withdrawals at this casino in the past?"

I have already made several successful withdrawals

"Did you accumulate your earnings with or without an active bonus?"

I made gains and fulfilled the rollovers that released this gain. The entire withdrawal process took place normally as it always has.

"Did you receive any messages from customer support stating why your account was blocked?"

No warning! By the accounts on dates, today was the day for the amounts to fall into my account. They didn't. I entered the site to see what had happened and could no longer log in with the message that I was blocked.

I called in the chat and there was no conclusive answer. It's those ready-made answers that they replicate every time I ask the reason for the block.

"Você poderia confirmar se foi aprovado na verificação KYC?"

Sim. totalmente aprovado.

"Você já fez algum saque bem-sucedido neste cassino no passado?"

Já realizei vários saques bem sucedidos

"Você acumulou seus ganhos com ou sem bônus ativo?"

Obtive ganhos e cumpri os rollovers que liberavam esse ganho. Todo o processo de saque ocorreu normalmente como sempre aconteceu.

"Você recebeu alguma mensagem do suporte ao cliente informando o motivo pelo qual sua conta foi bloqueada?"

Nenhum aviso! Pelas contas sobre datas, hoje era o dia dos valores caírem na minha conta. Não caíram. Entrei no site para ver o que tinha acontecido e não consegui mais efetuar o login com a mensagem de que fui bloqueado.

Chamei no chat e não teve uma resposta conclusiva. São aquelas respostas prontas que eles replicam cada vez que pergunto o motivo do bloqueio.

Dear Kianopela

We do not completely understand why you are not telling the truth to CasinoGuru.

Can you please specify if you have any real money balance on your account?

Regards

I would like to know why you guys from Vulkan Vegas are doing this. Banning me from the site and the "sister" houses. (extra prints)

There was no breach of contract or misconduct on my part. I always made deposits and played normally, following the rules and correctly using the benefits and bonuses on the site. Nothing out of the ordinary.

Attached, follow the prints that prove who is lying.

The amount is 1300Brl.

Eu que gostaria de saber porque vocês da vulkan Vegas estão fazendo isso. Me banindo do site e das casas "irmãs". (prints extras)

Não houve nenhuma quebra de contrato ou má conduta da minha parte. Sempre fiz os depósitos e joguei normalmente, seguindo as regras e utilizando corretamente os benefícios e bônus do site. Nada fora do normal.

Em anexo, segue os prints que comprovam quem está mentindo.

O montante é de 1300Brl.

Dear Vulkan Vegas casino representative,

could you please provide us more information about the reason this player was blocked? Thank you.

Dear Player,

We checked your account.

Looks like the 1300 BRL are being processed by the PSP since 21.08.2023 14:52:05 (UTC)

We will contact the external payment provider to clarify what is causing the delay. In case the transaction fails - the money will fall down on to your gaming account, and you will be able to withdraw again.

Afterward, all your accounts will be blocked due to a suspicious gaming activity, that was detected by our system.

Regards

Hello!

What type of suspicious activity?

For my part, I have always respected the casino's rules and have never had any behavior that caused my ban. I wouldn't want to lose my accounts.

What is the real reason for the blockade?

Olá!

Que tipo de atividade suspeita?

Da minha parte, sempre respeitei as normas do cassino e nunca tive nenhuma atitude que causasse o meu banimento. Eu não gostaria de perder minhas contas.

Qual o motivo real do bloqueio?

Dear Kianopela

We can assure you, all the winnings will be paid out to you.

Even if the transaction fails, we will apply a gambling limit, just to make sure you receive the funds!

Please do not worry and thank you for your patience!

Kind regards

What is the deadline for this payment?

Qual o prazo para esse pagamento?

Dear Kianopela, please let us know when you receive the funds. Thank you.

Hello friends of Casino Guru.

I have already received the funds.

Thank you very much for your help. Your service is essential for this casino world so that there is no abuse by companies regarding obtuse policies and maneuvers that harm the player (who already has to deal with addiction).

Thank you very much indeed! You guys are awesome!

And to Vulkan Vegas, do better!

Olá amigos do casino Guru.

Já recebi os fundos.

Muito obrigado a vocês pela ajuda prestada. O serviço de vocês é essencial para este mundo de casino para que não haja abuso das empresas com relação à políticas obtusas e manobras que prejudicam o jogador (que já tem que lidar com o vício).

Muitíssimo obrigado mesmo! Vocês são demais!

E ao Vulkan Vegas, melhorem!

Dear Kianopela,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru