Vulkan Vegas Casino - A retirada do jogador foi adiada e a conta foi bloqueada.

Hi there ,

I have requested my withdrawal of € 2000. Then I received an email that this was being processed, when I wanted to log in again at a later time, my account was blocked.

Hallo ,

Ich habe meine Auszahlung von 2000€ angefordert . Dann kam eine Mail das diese in Bearbeitung ist , als ich mich dann zu einem späteren Zeit wieder einloggen wollte war mein Konto gesperrt .

Dear SSalg,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please specify how many days ago was your withdrawal requested? Are you sure it is not audited only? Have you completed account verification successfully in the past?

Do you receive any message when you try to access your account? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, Vulkan Vegas has now reported that I have another account. And that's why my account was banned. I confirmed this several times that this is not true. They claim that another account exists and that the same Master Card was used to deposit. I explained to you several times that this cannot be the case, it is probably a system error. But I don't have a chance

Hallo , mittlerweile hat sich Vulkan Vegas gemeldet dass ich ein weiteres Konto besitze . Und deshalb mein Konto gesperrt wurde . Dies bestätigte ich mehrmals dass dies nicht stimmt . Sie behaupten dass ein anderes Konto besteht und mit der selben Master Card eingezahlt wurde . Ich erklärte ihnen mehrmals dass dies nicht sein kann es es wahrscheinlich ein systemfehler sei . Aber ich habe keine Chance

Now you've lost me ! I don't own an i Phone but a Samsung s 20. There is a huge mistake

Ich verstehe jetzt gar nichts mehr ! Ich besitze kein i Phone sondern ein Samsung s 20 . Da liegt ein gewaltiger Fehler vor

Dear SSalg

That's why CasinoGuru is here for)

I would be more than happy to provide all the details regarding your accounts.

But meanwhile, can you confirm, that you DO NOT recognize your second account (cause all the player details are exactly the same, including Name, Last Name, date of birth and even the city).

As I said, I am not aware of having a second account

Wie gesagt ich bin mir nicht bewusst ein zweites Konto zu führen

Thank you, Ssalg, for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Alexander and Vulkan Vegas Casino, thank you very much for your assistance so far on this matter. Could you please forward any supporting evidence regarding the accusation of multiple accounts to nikolas.b@casino.guru?

Hello,

The details have been sent to nikolas.b@casino.guru

Regards,

Alexander

Hi there ,

what about my concern now?

With best regards

Hallo ,

was ist jetzt mit meinem Anliegen?

Mit Freundlichen Grüßen

Dear SSalg,

We have received proof from Vulkan Vegas Casino, showing that you have created 2 accounts in the casino, both in 2020. The proof also clearly shows every detail of both accounts are matching. Maybe you created one account and forget that you have played there and was unaware when you created your second account. I'm really sorry that we could not help you more but as it is againts the casino terms, you should get back your deposit only from your secound account. Could you please advise if you have received it back?

Hello, I cannot log into Vulkan Vegas nor have I received my deposits. Nevertheless, thank you for your efforts

Hallo , ich kann mich weder bei Vulkan Vegas einloggen noch habe ich meine Einzahlungen erhalten . Trotzdem danke für ihre Bemühungen

Dear Ssalg,

You may now log into your account. The amount of your last deposit (500 Eur) was credited.

You may withdraw or continue playing.

Kind regards

I was assured that the deposit on this account will be repaid. And that's 1150

Mir wurde versichert das die Einzahlung dieses Kontos zurückgezahlt werden . Und das sind 1150

Would you kindly share the screenshot of who and where promised you that?

Thanks in advance

This is the name of the deposit from the presumably second account and I am correcting € 1100

So heißt die Einzahlung von dem vermutlich zweiten Konto und das sind ich korrigiere 1100€

Pardon for misunderstanding,

But the Casino terms - is to leave the last deposit or close the account permanently.

Maybe this is due to translation issues, but the Casino terms are clearly breached, and this is a rather generous gesture - leaving the account with the last deposit of yours.

I am not able to find any sentence, where a Casino representative could have said that all the deposits will be returned.

Kind regards

Ok then this was misunderstood

Ok dann wurde dies falsch verstanden

I can also confirm that in cases such as this, is the most commont that the account remains closed and also only the last deposit is returned to the player and not all-time deposit. Dear SSalg, is there anything else we can assist you with? If not, this case will be closed as from our point of view the case was explained and resolved as the casino refunded your deposit.

Best regards,

Nick

The complaint will now be closed as resolved. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru