Vulkan Vegas Casino - Hráčův účet byl zablokován.

Some time ago I opened an account in Vulkan Vegas Cacino, I uploaded the required information to be able to make withdrawals, but they have been rejected and today when I access again it tells me that I am blocked, my account had approximately 80 thousand pesos. I need to get that money back.

hace un tiempo abrí una cuenta en vulkan vegas cacino, subí la información requerida para hacer poder hacer retiros, pero han sido rechazadas y hoy al acceder nuevamente me dice que estoy bloqueado, mi cuenta tenía 80 mil pesos aproximadamente. Necesito recuperar ese dinero.

Hello DENNISROA,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that your documents have been rejected?

Have you tried contacting the casino regarding this issue? Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have the account blocked, I can't access it, the day before the blockade I uploaded information that was a proof of address, I don't have a way to access the account.

Tengo la cuenta bloqueada, no puedo acceder, el día antes al bloqueo subí una información que era un comprobante de domicilio, no tengo como acceder a la cuenta.

Thank you for your reply, DENNISROA. Have you accumulated your winnings with or without an active bonus?

Have you discussed this issue with the casino directly?

My winnings have been accumulated without an active bonus, I have not had direct contact with the casino.

Mis ganancias han sido acumuladas sin bono activo, no he tenido contacto directo con el casino.

Dear DENNISROA,

Sorry you've faced issues at VulkanVegas. We will try to resolve the situation ASAP.

Can you kindly answer the following questions:

1) Have you contacted live support re the issue?

2) Can you please specify the DOB of yours?

Thank you very much in advance!

Kind regards

Only in the chat available in the profile, but at that time I was only asking about the rejection of my withdrawal, apparently it was because I had not uploaded all the information to credit the account, but it was blocked without prior notice, my date of birth is 07.08.1984

Solo en el chat disponible en el perfil, pero en ese momento solo consultaba por el rechazo de mi retiro, al parecer era por que no había subido toda la información para acreditar la cuenta, pero se bloqueó sin previo aviso, mi fecha de nacimiento es 07.08.1984

Dear DENNISROA

The reason your account is temporary blocked is because you have specified 12.08.1949 as your DOB. (If you'd contacted support - they would have definitely provided you with the reason for the temporary block).

Can you please explain, why DOB differs from yours?

Thank you in advance!

Best regards

I put it as something symbolic, it is the date that dad was born, he died in 2011, I did not remember that I had put that date of birth.

la puse como algo simbólico, es la fecha que en nació papá, él falleció en 2011, no recordaba que le había puesto esa fecha de nacimiento.

Hello everyone,

Thank you very much Vulkan Vegas Casino for taking your time to help us with this case.

Dear DENNISROA,

Please understand that you should always provide correct and current personal details when creating an account. If you fail to do so, you breach one of the main online casino rules. It is clearly stated in the T&Cs of this casino, that you have to provide correct details about yourself. Please, see here:

"6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;"

I apologize, but we are not able to support you further in this case. Do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

I understand perfectly, it was my mistake, thank you very much for your time and speed in responding. Thanks.

Entiendo perfectamente, fue un error mio, muchísimas gracias por su tiempo y rapidez en responder. Gracias.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.