Vulkan Vegas Casino - Hráčský účet byl uzavřen a výhry zabaveny.

Hello, I'm playing on vulkan vegas like few months now.

I always deposit money with their bonuses they public on their twitter page: @VulkanVegas_com, and yesterday I deposited 2000 PLN to their casino with bonus code, so after that I wanted to play some games but for my suprise I cannot even open any game to play it says: you cannot play any for any stake or smth like that contact customer support, so i tried to withdraw my money instantly but i saw that I also CANNOT MAKE THE WITHDRAW also THIS is just so insanse why would they let me deposit the money but I can't play on their any game and i can't make withdraw??? So my money I deposited I cannot play and I cannot withdraw but they let me deposit... so what the hell is that?

After I contacted the customer support they said that my account is reviewing by the ADMINISTRATION and today I tried to log in into my account at their casino and it says that my account is blocked, so again I contacted the customer support but they said that this is permament and I can't get my money back.. this is just pure scam

Dear kamilooo,

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 casino games, slots, or sports betting)? 

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

Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 

-At the beggining of may

Which games you’ve been playing (live casino games, slots, or sports betting)? 

-only slots

Dear Petronela,

The player is blocked due to violation of the T&Cs:

" 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."

And it does seem we have identified this player who is fraudulently exploiting the bonus system.

Shall we send an email with the details? The information is sensitive and could potentially affect other casino operators.

Kind regards

I didn't break any of your T&C rules... and also with the money i deposited you just scammed me because you let me DEPOSIT but after that I CANNOT MAKE WITHDRAWAL or play. with the money.. it's just scam why would you not locked also the deposit option? I just want my money back because I didn't even play with that money I just deposited it

Dear Vulkan Vegas Casino Team,

Please forward any supporting evidence along with the player's game history to petronela.k@casino.guru.

Thank you very much in advance.

Hello Petronela

The explanations were just provided.

Have a nice one!

Kind regards

Thanks for your email and the evidence provided.

Dear kamilooo,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

We reviewed the evidence and concluded it proves you used an exploit to accumulate unfair winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified.

I am sorry we could not have been of more help on this occasion.

Best regards

Petronela

Casino.Guru