Vulkan Vegas Casino - A retirada do jogador foi adiada.

I requested a withdrawal, they asked for kyc verification, I sent it several times, then I went to my account and it was blocked, I have no access. I only have this account, my password and email are all correct.

Solicitei um saque pediram verificação kyc, enviei, várias vezes, depois fui entrar na minha conta e estava bloqueada, não tenho acesso nenhum. Possuo apenas essa conta, minha palavra passe e e-mail está tudo correto.

Dear marianaalencar369,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus? How much is your requested withdrawal, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good night! This is not a plausible justification, as I only have one computer and all the e-mails, telephone numbers, names are different, after all, there are other people, such as friends, family members who use my computer and who were interested in playing on Vulkanvegas, the issue of bonus is given to all players regardless of ip, email, or device. This issue of blocking is a disregard for players, not all people have electronic devices to register their account on the site. So it doesn't mean these accounts belong to me.

I HAVE ONLY ONE ACCOUNT IN MY NAME THAT IS MINE, which is the one I requested the withdrawal from. And precisely

blocked my account after I made a deposit, to request my withdrawal.

Since they say that there was a violation of the General T&Cs and the Bonus T&Cs, why didn't they block before making my 50 BRL deposit?

I ask you to review my case because I lost the money from my deposit and I have to be reimbursed for that amount.

Boa noite! Isso não é uma justificativa plausível, pois possuo apenas um computador e todos os e-mails, telefones, nomes são diferentes, afinal são outras pessoas, como amigos, familiares que usam meu computador e que tiveram interesse em jogar no Vulkanvegas, a questão do bônus é dado para todos os jogadores, independentemente de ip, e-mail, ou dispositivo. Essa questão do bloqueio é um descaso com os jogadores, não são todas as pessoas que possuem dispositivos eletrónicos para realizar o cadastro da conta no site. Portanto não significa que essas contas me pertencem.

Tenho APENAS UMA CONTA EM MEU NOME QUE É MINHA, que foi a qual solicitei o saque. E justamente

bloquearam minha conta depois que fiz um depósito, para solicitar meu saque.

Já que dizem que houve violação dos T&Cs Gerais e dos T&Cs de Bônus, por qual motivo não bloquearam antes de realizar o meu deposito de 50 BRL?

Peço, que revejam o meu caso pq perdi o dinheiro do meu depósito e tenho que ser ressarcido desse valor.

Thank you Vulkan Vegas Casino team, for the clarification.

_____________________________________________________________________

Dear marianaalencar369,

I have checked the general T&Cs and this is what I found:

"5. OPENING YOUR ACCOUNT

...

5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

I understand that you might have borrowed your device to friends or other family members if they wished to create casino accounts based on your recommendation but it doesn't explain the similarity in email addresses used to register multiple accounts from the same IP address. Au contraire, it suggests that one person created multiple accounts from one IP address which is not allowed in the majority of online casinos.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Good Morning! Reviewing the terms in item 5.5 "You may only open a single (Main) account on the Site." this was followed correctly, as I opened only one in my name, the other accounts are from other players, that is, there is no duplicity. In 5.5.3 it clearly says "can be recovered by us, and any funds withdrawn from the Master and/or Duplicate account will be returned to us upon request." In the other message I already asked for the amount to be refunded, if you have another procedure to perform, could you let me know.

On the issue of emails, this similarity makes no sense, after all emails can be similar and not be from the same person, they can have the same name and surname and not be the same person, the ip address It's the same because the same device was used.

My complaint is totally admissible, I made my account, got my winnings, made the deposit to request my withdrawal, sent the docs for verification and on top of that I recommended Vulkanvegas to friends and family because I found the site very exciting and with a variety of games , because I think it would be okay to use the same device.

Since there is this restriction of the same ip address, they could at least inform the players before they register on the site, my friends and family also had their accounts blocked and cannot access their own accounts.

Bom dia! Analisando os termos no item 5.5 "Você só pode abrir uma única conta (Principal) no Site." isso foi seguido corretamente, pois abri apenas uma em meu nome, as outras contas são de outros jogadores, ou seja, não possui duplicidade. No item 5.5.3 diz claramente "podem ser recuperados por nós, e quaisquer fundos retirados da conta Principal e/ou Duplicada serão devolvidos a nós mediante solicitação." na outra mensagem já pedi para que o valor seja ressarcido, se tiver outro procedimento para efetuar, poderia me informar.

Sobre a questão dos e-mails não tem lógica nenhuma essa semelhança, afinal de contas e-mails podem ser parecidos e não serem da mesma pessoa, podem ter o mesmo nome e o mesmo sobrenome e não ser a mesma pessoa, o endereço de ip é o mesmo pq foi usado o mesmo dispositivo.

Minha reclamação é totalmente admissível, fiz minha conta, consegui meus ganhos, fiz o depósito para solicitar meu saque, mandei os docs para a verificação e ainda por cima indiquei para amigos e familiares o Vulkanvegas pois achei o site muito animador e com variedade de jogos, por achar que não teria problema algum usarem o mesmo dispositivo.

Já que existe essa restrição do mesmo endereço de ip, poderiam pelo menos informar aos jogadores antes de realizarem o cadastro no site, meus amigos e familiares também tiveram as contas bloqueadas e não conseguem acessar as suas próprias contas.

Dear marianaalencar369,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good Morning! I would like to know the procedure for the reimbursement of my 50BRL that I deposited and my account was blocked before withdrawing?

Bom dia! Gostaria de saber o procedimento para o ressarcimento dos meus 50BRL que depositei e minha conta foi bloqueada antes de sacar?

How much is your active balance now, please?

Good Morning! I can't login because the account has been blocked. But probably more than 200 BRL.

Bom dia! Não consigo acessar pois a conta foi bloqueado. Mas provavelmente mais de 200 BRL.

Dear Vulkan Vegas Casino team,

Could you please advise if the player is entitled to any refund? Thank you very much in advance

Dear Petronala,

I do believe that you understand that Casino has paid royalties for the free-spins, bonuses granted for the multi-accounts.

What would casino-guru suggest in such a case? Should Casino make a refund?

Kind regards

Dear marianaalencar369,

I'm sure you agree with me that you knowingly abused the bonus system by creating multiple casino accounts and redeeming free bonuses. This is considered in the majority of casinos a serious breach of terms.

I'm afraid that since you have misused casino system deliberately you are not entitled to any refund.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Good night! First I didn't know about this bonus issue, after all the bonus is given to all players. I have already explained all my situation regarding the site and bonus.

Turns out I didn't know this information, I made a deposit of 50 BRL with the intention of withdrawing my winnings from the account, but the account was blocked even before they accepted the docs verification.

Therefore, my 50 BRL was lost as a result of all the situation that was told, so I am entitled to the refund, because since I was not able to withdraw my winnings, I am entitled to my refund of 50 BRL, otherwise the site will be acting in bad faith, as the blocking was after my deposit.

I ask in advance for your understanding and help with the refund.

Boa noite! Primeiramente não sabia dessa questão do bônus, afinal o bônus é dado para todos os jogadores. Já expliquei toda a minha situação enquanto ao site e bônus.

Acontece que eu não sabia dessa informação, fiz um depósito de 50 BRL com a intenção de sacar o meu ganho na conta, porém a conta foi bloqueada antes mesmo de aceitarem a verificação dos docs.

Portanto, o meus 50 BRL foi perdido em consequência de toda situação que foi contada, por isso faço jus ao reembolso, pois já que não consegui sacar os meus ganhos, tenho direito ao meu reembolso de 50 BRL, se não o site estará agindo de má fé, pois o bloqueio foi após o meu depósito.

Peço desde já a sua compreensão e ajuda em relação ao reembolso.

Dear marianaalencar369,

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules by opening more than one casino account and redeeming free bonuses.

Please accept the fact that you breached the rules and you won't be entitled to any refund since you have abused the casino's bonus system.

Once again, if there's anything else we could try to help you with do not hesitate to contact us, otherwise, I will be forced to reject your complaint as unjustified.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.