Vulkan Vegas Casino - Das Konto des Spielers wurde gesperrt.

06.08 played in this casino. Won 7000 hryvnias

put funds for withdrawal, but they did not arrive

On 10.08, I tried to go to the site, but the account is blocked, I am writing to support, the service does not respond. They brazenly rob people using the current situation in the country! I believe that this is an aggressor and they oppress the Ukrainian people in this way!!

please help to solve this situation

06,08 грав в данному казино. Виграв 7000грн

поставив кошти на вивід, але вони не надходили

10.08 спробував зайти на сайт але акаунт заблокований, пишу в підтримку, служба не відповідає. Нагло обкрадають людей користуючись склавшоюся ситуацією в країні! Я вважаю що це агресор і вони таким чином угнітають український народ!!

прошу допомогти з вирішенням данної ситуації

Dear Jopan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

I'm sure that your account wasn't blocked only because of your geolocation.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 all,

Please find the explanations for the permanent block of the player.

The player violated Bonus T&Cs, in specifics:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance." & "In case we determine the player is using a bonus or any other promotional offer for the sole purpose of obtaining a positive result using known methods aimed at safe wagering of this bonus, the player will be immediately deprived of the current real and bonus balances, and may as well get blocked for the bonus abuse."

What player was doing, is he was playing two games by Bgaming - "Foxy Wild Heart" and "WBC Ring of Riches".

These games include accumulating bonus function, so once the player gets close to launching the bonus function by betting with bonus money, he then switches to real money balance and receives the winnings onto real money balance.

Actually, it's the same as per https://casino.guru/vulkan-vegas-casino-the-player-s-account-got-blocked-7.

Gentlemen even used the same very computer sometimes.

Hope this clarifies.

Best regards

Hello!

how is it even possible that I played with someone from the same computer!

The era of computer clubs has long passed

Привіт!

як це взагалі можливо, що я грав з кимось з одного ком*ютера!

Ера ком*ютерних клубів уже давно минула

Provide some evidence, these are empty accusations!

you just don't want to pay me the winnings, you just want to steal my money!

I don't really understand why your site has such a high rating

Надайте якісь докази, це голослівні звинувачееня!

ви просто не хочете виплачувати мені виграш, а просто викрасти мої гроші!

Взагалі не розумію, чому у вашого сайту такий високий рейтинг

Thank you very much, Vulkan Vegas Casino team, for the clarification.

Dear Jopan,

Could you please forward your game history to petronela.k@casino.guru? I would like to check your game history during bonus wagering. Thank you very much in advance.

My account is locked, I can't access my history!

Акаунт заблокований, не маю доступу до історії!

I have received game history from the casino. Unfortunately, I must confirm that bonus rounds were postponed. I’m sure that there’s a possibility that you haven’t done it intentionally however, it is strictly forbidden in the majority of casinos. Sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Jopan,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.