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

Hello,

this casino blocked my account after I tried to verify my account and withdraw the money from it. They said that I break their T&C with bonus money but I actually lost it!!! Then I deposited the money and I won. I played so many different games and I’m sure I didn’t break any of their bonus rules! Please give my money back I lost my 1300 PLN I deposited to casino and my 1000 PLN I won!! This is pure scam why this casino have so many good feedback?? Please help

Dear Arttt,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Could you please forward me the email you received from the casino after your winnings were confiscated? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

-No it’s impossible because I Live alone

Could you please advise if you have passed the KYC verification?

-I send the casino all the verification files to verify my account but i was not verfied

Could you please forward me the email you received from the casino after your winnings were confiscated?

-Yes I just send everything

Dear Arttt

Can you please let us know if used bonuses during the gameplay, also

please name the games you played with a bonus, and if you'd played game "Tower Quest" by Play'nGO?

Also, are you familiar with the Bonus T&Cs?

Thank you for cooperation!

Regards

I find online some random welcome bonus link to your casino then I deposit my money to your casino then I started playing my favourites slots I play on every casino like joker stoker, rise of merlin etc.

of course I’m familiar with bonus T&C I always check bonus T&C before depositing my money to the casino.

i have first time this situation when my account is locked. And I never heard about tower quest game from Playngo

Dear Arttt

Would you kindly specify the games you played with the bonus money?

Thank you!

Yes I would love to but my account is locked and I don’t remember it clearly but what I remember I played joker stoker for sure I think rise of Merlin doom of Egipt

Dear Vulkan Vegas Casino Team,

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

Thank you very much in advance.

Dear Veronika

The e-mail with the proofs was just sent.

Kind regards

Dear Arttt,

We have obtained evidence from the casino indicating the use of prohibited strategies while playing with a bonus. Additionally, it was in the game Tower Quest, which you reportedly do not recall playing.I am sorry but due to the evidence received, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.