Vulkan Vegas Casino - Das Konto des Spielers wurde gesperrt.

When I applied for withdrawal, my account was suddenly blocked.

I can't log in now.

From support, I received the following email on 2021/12/24.

I asked him what to do, but he didn't get a reply after that.

---

Your account has been blocked. Please send a gaming statement from Canada for resumption. The customer appeared that he played from this country while verifying his identity.

---

出金申請を行ったところ、突然アカウントがブロックされました。

現在はログインできません。

サポートからは下記内容のメールが2021/12/24に来ました。

何をすればよいかを聞きましたが、その後返事が来なくなりました。

---

お客様のアカウントはブロックされました。再開のために、カナダからのゲーミング声明を送ってください。本人確認中でお客様はこちらの国からプレイしましたと現れました

---

Hello mabukid,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Was this your first ever withdrawal request in the casino? Is your account verified? Did you access the website by using any VPN programs? Are any of your details somehow related to Canada?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Answer the question.

> Was this your first withdrawal request at the casino?

Yes, this was my first request.

> Is your account verified?

Is it KYC?

If so, I uploaded my driver's license and address proof.

The time series is as follows.

2021/12/21 13:20 Withdrawal request (driver's license and address proof have been uploaded)

2021/12/21 23:35 Support responded to send me a photo with my driver's license in my hand

2021/12/22 Around 0:00 I uploaded an additional photo and contacted by chat.

When I confirmed it from support, there was a reply.

In addition, there was a reply to cancel the withdrawal request once in the chat and make the withdrawal request again.

2021/12/22: 0: 40 Withdrawal request again

> Did you use the VPN program to access the website?

I don't use a VPN program.

> Are any of your details related to Canada in any way?

Nothing is related to the registered domicile, the residence, or the network.

> Also, please send relevant evidence or contact with the casino to nikolas.b@casino.guru.

We will send you a screenshot of the email from the casino.

質問について回答します。

> これはカジノでの初めての撤退リクエストでしたか？

はい、初めてのリクエストでした。

> アカウントは確認されていますか？

KYCのことでしょうか？

それであれば、運転免許証と住所証明をアップロードしました。

時系列は下記の通りです。

2021/12/21 13:20 出金リクエスト（運転免許証と住所証明はアップロード済み）

2021/12/21 23:35 サポートから運転免許証を手に持った写真を送るよう回答があった

2021/12/22 0:00頃 追加の写真をアップロードしてチャットで連絡した。

サポートより確認すると回答があった。

また、チャット内で出金リクエストを一度キャンセルして再度出金リクエストを行うよう回答があった。

2021/12/22:0:40 再度出金リクエスト

> VPNプログラムを使用してWebサイトにアクセスしましたか？

VPNプログラムは使用していません。

> あなたの詳細のいずれかがカナダに何らかの形で関連していますか？

本籍も住居もネットワークも含めて何も関連していません。

> また、関連する証拠またはカジノとの連絡をnikolas.b@casino.guruに送信してください。

カジノからのメールのスクリーンショットを送ります。

Dear mabukid

I am very sorry you'd faced issues at VulkanVegas.

But indeed, having checked the authorization log we can clearly see multiple authorization from Canada and with an atypical device, based on Linux.

Since no gaming harm was done, we've discredited your gaming account, please kindly set a new password via "Forgot password" form and feel free to withdraw the winnings (of course, after a KYC check).

Best regards

Thank you for your response.

I am aware that there was an unauthorized access that I did not recognize.

I reset my password and confirmed that I was able to log in to my account.

ご対応ありがとうございました。

認識していない不正アクセスが発生していたこと承知いたしました。

パスワードの再設定を行い、アカウントにログインできたことを確認いたしました。

Awesome, mabukid!

We can see a successful login. Please contact support to speed up the verification process!

Kind regards

Thank you mabukid and Vulkan Vegas for dealing with this issue such fast. I'm glad it could be resolved and both sides are happy. I will be now closing the complaint.

Best regards,

Nick