Vulkan Vegas Casino - Hráčův účet byl zablokován.

Dear Lizzleon,

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

Has the casino blocked your account because someone has logged into your account from Chile, although you live in Ecuador?

How long have you been playing at Vulkan Vegas Casino?

Have you made any successful withdrawals from this casino in the past?

Could you please confirm if you passed the KYC verification?

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

Hello

If that's what they told me in customer service

Approximately 1 month but I had not used the account because I was afraid that something like this would happen

No, I have not made any withdrawal of the money since it asked me for kyc approval

If it already happens, everything is verified

Hola

Si eso es lo que me dijeron en servicio al cliente

Aproximadamente 1 mes pero no habia hecho uso de la cuenta por que tenia miedo de que pasara algo como esto

No no he hecho ningún retiro del dinero ya que me pedia aprobacion del kyc

Si ya pase todo esta verificado

Hello Lizzleon

1) Your account is not yet verified.

2) Have you spoken to support to find out the reason why your account was temporally blocked?

Thank you!

Hello, they told me to wait for the verification email because I have already sent all the documents and they were all approved despite the fact that they made me upload about 7 documents because they could not verify my address.

And they contacted me and they told me that it was because they had started a section in Chile but as I reported all the documents are from Ecuador I am in Ecuador and I sent the photo that they were using my accounts as I told support the only devices I have They are my cell phone and the computer

Hola me dijeron que esperara el correo de la verificacion por que ya eh enviado todos los documentos y todos salieron aprobados pese a que me hicieron subir como 7 documentos por que no podian comprobar mi domicilio,

Y me contacte y me dijeron que era por que habia iniciado seccion en chile pero como informe todo los documentos son de ecuador yo me encuentro en ecuador y envie la foto que me salio que estaban usando mi cuents como dije a soporte los unicos dispositivos que tengo son mi celu y la compu

Dear Vulkan Vegas Casino representative, thank you for getting in touch with us.

Dear Lizzleon, could you please specify which documents have you sent for verification? When did you send the last document? Have you received any confirmation that your identity documents are verified?

Could you please confirm that you never accessed your account from any other country than Ecuador and that you never used IP masking software?

Good evening, the documents that I sent are my identity card, the card that I recharged, the bank contract that had my name and address where I live, my produbanco bank statement and consolidated bank statement from Banco Pichincha, despite the fact that the document of Uploading the address was rejected about 6 times, every document that was uploaded by Mr. I had to upload the contract for the authorization of the Pichincha bank account. The last time I uploaded it was July 29 or 28, 2023, despite continuing to play and everything was fine.

Until I sent a withdrawal request and my account appeared that someone else was in my account, and then it was blocked and I contacted customer service and the only thing they say is that they are checking and that's how I go for more than a week and more

Buenas noches los documentos que envie son mi cedula de identidad, tarjeta de la cual recargue, contrato bancario que tenia mi nombre y direccion en donde vivo, mi estado de cuenta de banco produbanco y consolidado bancario de banco pichincha, pese a que el documento de subir el de domicilio me lo rechazaron unas 6 veces todo documento que subia mr toco subir el contrato de la habilitación de la cuenta del banco Pichincha la ultima vez que subi fue el 29 de julio o 28 del 2023 pese a seguir jugando y estaba todo bien

Hasta que envie solicitud de retiro y mi cuenta aparecio que alguien mas estaba en mi cuenta, yluego salio bloqueada y ya me contacte con atencion al cliente y lo unico qur dicen es que estan revisando y asi voy ya mas de una semana y mas

And no I don't use vpn because I don't need it I work from home for my work and if I use something like that the work system crashes

Y no no uso vpn por qur no la necesito trabajo desde casa para mi trabajo y si uso algo dd eso el sistrma del trabajo se bloquea

Could you please tell me if any of your documents have been verified yet? Has the casino accepted your document confirming your address?

All the documents came out in green for approval, the one to confirm the address had already been accepted since it was the bank account contract that I manage, from there I checked and for that reason I requested the withdrawal, all were approved

Todos los documentos salian en verde de aprobado, el de confirmar el domicilio ya lo habian aceptado ya que fue el contrato de cuenta bancaria que manejo, de ahi ya que revise y ppr eso solicite el retiro todos estaban aprovados

Do I understand correctly that your account is now fully verified? Has your withdrawal request been approved?

My account is blocked, I can't use it, I've been looking for a solution for more than a month and they don't, that's why I published here, I need Vulkan Vegas to inform me if they are going to unlock the account or I have lost the money I have there

I need it for an urgent operation, for that reason I got involved, he is playing in these casino things and so on.

Mi cuenta esta bloqueada no puedo hacer uso llebo mas de un mes buscando qur me den solución y no lo hacen por eso publique aqui necesito que Vulkan Vegas me informe si mr van a desbloquear la cuenta o ya el dinero que tengo ahi lo he perdido

Necesito para una operación urgente, por ese motivo me meti ha esta jugando en estas cosas de casinos y asi

Dear Lizzleon

Once again, have you spoken to support re the blocking of your account?

Did they tell you the reason?

Thank you!

Regards

The reason they told me was that there is a login to my account from Chile but I sent the photo that came out that the account is being used by another user and they tell me that it is only being reviewed and it has been going on for a month and I have no answer

El motivo que me dijeron fue que hay un ingrese a mi cuenta desde chile pero envie la foto que me salio que la cuenta esta siendo usada por otro usuario y me dicen que solo esta en revision y ya va para un mes y no tengo respuesta alguna

Could you please forward the photo you sent to the casino to me? My email address is veronika.l@casino.guru. Thank you.

Dear Lizzleon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.