Vulkan Vegas Casino - Hráčův účet byl zablokován.

Good afternoon. I have been a player in vulkan vegas for several months. Today they have blocked my account, they have not told me why, only that I have to check again in a few days. I had withdrawals in progress that they have not deposited me, therefore, they have kept my money until they come up with a solution. Could you help me?? I need the money

Buenas tardes. Soy jugador en vulkan vegas hace varios meses. El día de hoy me han bloqueado la cuenta, no me han dicho porque, solo que debo consultar en unos días nuevamente. Tenía retiros en progreso que no me han depositado, por lo tanto, se han quedado con mi dinero hasta tanto se les ocurra darme una solución. Podrían ayudarme?? El dinero yo lo necesito

Dear guillepla,

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?

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

Good. I have been a player for about 3 months, I play slots and live games, my winnings are withdrawn daily even with the withholding since I did not have a good experience with other casinos when you let money accumulate, you have problems with withdrawals. I don't play the bonuses so there are no bonus winnings. According to what they informed me, they blocked me because they suspect money laundering or suspicious activity, but I have a way to prove my income, they have not requested any documentation. Thinking a bit, I understand that it has caught your attention that I withdraw daily for the reason that I already explained, but I prefer to lose something and have my money when I need it. Now I have been informed that the winnings in progress will be deposited but my account will be blocked permanently. That way you can help me prove my income and that this is just a misunderstanding.

Buenas. Soy jugador hace aprox 3 meses, juego a tragamonedas y juegos en vivo, mis ganancias son retiradas a diario incluso con la retención ya que no tuve buena experiencia con otros casinos cuando dejas acumular dinero, tenés problemas con los retiros. No juego los bonos así que no hay ganancias por bonos. Según lo que me informaron, me bloquearon porque sospechan por lavado de dinero o actividad sospechosa, pero yo tengo como demostrar mis ingresos, no me han solicitado documentación alguna. Pensando un poco, entiendo que les ha llamado la atención que retire a diario por el motivo que ya les expliqué, pero yo prefiero perder algo y tener mi dinero cuando lo necesito. Ahora me han informado que las ganancias en proceso serán depositadas pero me bloquearan la cuenta permanentemente. Por ahí ustedes me puede ayudar a demostrarles mis ingresos y que esto es solo un mal entendido.

Please understand that we can't force the casino to keep your account open if they pay all your winnings. Could you please advise if you received your withdrawal already?

Good. Thank you very much for your answer. I have received my withdrawals but not the balance that was not withdrawn, and the truth is that I cannot specify how much it is...

Buenas. Muchas gracias su respuesta. He recibido mis retiros pero no el saldo que quedó sin retirar, y la verdad es que no puedo precisar cuánto es...

Please understand that we need at least an estimated amount of your withheld balance. Is there any relevant communication or supporting evidence that you could forward to petronela.k@casino.guru?

Hello, the truth is that I cannot specify, I estimate 4000 thousand Argentine pesos. I have no way of having backup, since when my account is blocked I cannot access any information in my account.

Hola, la verdad que no puedo precisar, estimo 4000 mil pesos argentinos. No tengo forma de contar con respaldo, ya que al bloquearme la cuenta no puedo acceder a ninguna info e mi cuenta.

Thank you very much, guillepla, for your reply. I have adjusted the disputed amount from $110,000 ARS to $4,000 ARS.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello guillepla,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Vulkan Vegas Casino to join the conversation.

Dear Vulkan Vegas Casino,

Can you please provide more information regarding the player's blocked account? Please provide any supporting evidence to michal.k@casino.guru

Hello,

The player has ARS 95.6 (0,47 Eur) on the balance, which is below the withdrawal threshold.

Kind regards

Thank you for the response, Vulkan Vegas Casino.

Dear guillepla,

As the balance in your casino account is so low, did you receive all your withdrawals or have you continued to play and lost the balance?

The account is blocked, I can't play it

Está bloqueada la cuenta, no puedo jugarlo

As the balance in your casino account is so low, did you receive all your withdrawals?

Solved, thank you

Solucionado,gracias

Dear guillepla,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their cooperation, and please do not 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,

Michal

Casino.Guru