Vulkan Vegas Casino - Hráč při registraci zadal nesprávné osobní údaje.

I signed up for Vulcan Vegas and played with the first deposit bonus.

I'm not sure if I won the cash part, but I have about $4400 in cash.

The point of contention is that I registered one Chinese character of my name incorrectly when registering the site.

I mistyped a character due to a mis-tap, and I didn't notice it for a while.

I made a deposit and played with it, and after a while, when I went to see my page to withdraw money, I typed in one wrong kanji for my name.

As soon as I noticed it, I made an inquiry to the live chat, and the support person replied that it could not be corrected here, and that the correction would be made by the department in charge after submitting the identity verification documents.

After that, after a few days, I received a KYC verification completion email, and when I tried to log in, my account was frozen.

5.3 of the terms was brought out and the account was frozen, but it is normal for users to make incorrect entries.

I found the error myself and have asked the support to fix it openly.

It may be unavoidable if the other party found it first and pointed it out, but the result I reported myself was the confiscation and freezing of the assets.

Even if I sent an inquiry by email, it was ignored, and I continued to communicate via live chat, but each person in the live chat gave a different explanation.

In the first inquiry before the lock was applied, the answer was that if I submitted the kyc, the department in charge would correct it.

After the freeze, one live chat representative unilaterally disconnected the chat without listening.

Another support seems to have reported to the upper part, but the account closure is decided, but as a condition to unlock as an exception, all winnings will be confiscated. It is said that if you drink this condition, you will start the cancellation procedure.

It's not a convincing problem, but I thought that the first thing to do was to unfreeze it, so I accepted the condition to recommend the procedure.

However, when I went to ask about the progress today, I was told that the account suspension was final and could not be reversed.

I submitted a screenshot of the past live chat and the other party admitted the error.

Vulcan Vegas doesn't seem to share live chat queries with support.

And I have no intention of investigating unless I present evidence of the exchange.

If I hadn't taken a screenshot of the exchange, they'd just confiscate the winnings and wouldn't bother asking about it.

バルカンベガスへ登録し初回入金ボーナスで遊びました。

キャッシュ部分で勝利したかまでは定かではないですが、約$4400のキャッシュを持っている状態です。

争点はサイト登録時に氏名の漢字を1文字誤って登録したことです。

誤タップが原因で文字入力を誤り、暫くの期間私はそれに気付きませんでした。

入金して遊んでおり、暫くしてから出金しようとマイページを見に行った時点で、名前が一文字だけ誤った漢字を打ち込んでいました。

気付き次第ライブチャットへ問い合わせをしたところ、こちらでは修正出来ない、本人確認書類を提出後、担当部署により修正が行われるという回答をサポートの方より頂きました。

その後、数日が経ってからKYCの認証完了メールも届き、ログインを試みたらアカウントが凍結されました。

規約の5.3を持ち出されてアカウントの凍結が起きましたが、ユーザーが誤入力をすることは普通に起こり得る話です。

私は自分で誤りを発見し、包み隠さずサポートへ修正を依頼もしております。

相手方が先に見つけ、指摘をされたのならば仕方がないかもしれませんが、自身で報告した結果が資産の没収と凍結です。

メールで問い合わせを入れても無視されており、ライブチャット経由でやり取りを継続していましたが、ライブチャットの方々がそれぞれ異なる説明もされています。

ロックのかかる前の最初の問い合わせでは、kycを提出すれば担当部署で修正を行うという回答でした。

凍結後は、あるライブチャット担当者は話を聞いてくれずに一方的にチャットの切断をされました。

別サポートの方は上の方に報告を入れてくれたようですが、アカウント閉鎖は決定だが、例外としてロック解除する条件として、勝利金を全て没収する。この条件を飲むのならば解除手続きを開始すると仰られています。

納得の出来る問題ではありませんが、一先ずは凍結の解除が先決だと思い手続きを勧めてくれと条件を飲みました。

ですが、本日進捗状況を聞きに行くと、アカウント凍結は最終決定であり、覆ることはないと言われました。

そ過去のライブチャットのスクリーンショットを提出し、相手方が誤りを認めました。

バルカンベガスではライブチャットへの問い合わせはサポートどうしで共有されてないようです。

そして、こちらがやり取りの証拠を提示しない限りは調べる意思もありません。

私が一連のやり取りをスクリーンショットで残していなければ、彼らは賞金の没収を平気で行い、問い合わせ内容も上には掛け合わないでしょう。

Dear yukiyuki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false or incomplete personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before start playing. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela 

Thank you, yukiyuki, for your email. Is there any relevant communication between you and the casino regarding your request to correct your personal information, please?

When I inquire by e-mail, I do not receive a reply. Also, in the live chat, the supporter changes and the guidance content is not shared, so the response will change.

The contents are to the effect that reexamination will be carried out or confiscation will be confirmed.

メールで問い合わせをしますと返信されません。またライブチャットではサポーターが変わり案内内容が共有されておらず対応が変わります。

内容は再審査をする、または没収は確定であるという旨です。

Hello all,

According to T&Cs of the Casino:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed."

The player specified wrong information within the personal details, has not informed the Casino prior to making a deposit and gameplay.

Within the conversation, the player agreed to the terms offered by the Casino - leave the entire deposit amount and correct the data within the details.

Please kindly refer to the screenshot below:

"Conditional unlock OK

You can return only the deposit amount."

Eng:

"I'm fine with conditional unlocking

You can return only the deposit amount"

Kind regards,

VulkanVegas

Hello all,

According to T&Cs of the Casino:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed."

The player specified wrong information within the personal details, has not informed the Casino prior to making a deposit and gameplay.

Within the conversation, the player agreed to the terms offered by the Casino - leave the entire deposit amount and correct the data within the details.

Please kindly refer to the screenshot below:

"条件付きのロック解除でよろしいです

入金額だけを戻すで構いません"

Eng:

"I'm fine with conditional unlocking

You can return only the deposit amount"

Kind regards,

VulkanVegas

Dear yukiyuki,

Could you please confirm that you agreed to have only your deposit returned? Have you received your deposited funds?

I certainly agree with that once.

Also, I was able to log in now.

However, when I asked about the progress, the live chat said that it was impossible to recover the account, and the support side reversed the previous day's remarks.

Since it was support who reversed their statement, we are again requesting recovery of $4400.

確かにそこは一度同意しております。

また、今現在ログイン出来る状態になっていました。

しかし、進捗を聞いた際にライブチャットの方が、アカウントの復旧は不可能だと言われ、サポート側が前日の発言を翻しております。

発言を翻したのはサポートですので、改めて$4400の回復を求めております。

Dear Vulkan Vegas Casino team,

Were any funds reimbursed to the player, please?

Hello Petronela,

We can confirm that the entire amount deposited ($300) is within the player's account.

Player may withdraw or continue playing.

Kind regards

Dear yukiyuki,

Is there anything else we could try to help you with?

The balance of the payment has been returned, so this is fine as a solution.

入金分の残高が返ってきたのでこれで解決という形で結構です。

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, yukiyuki, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru