Hello maybe 10 months ago i play in vulcan and I won about PLN 16,000 and when I tried to withdraw I got a ban, I don't even know what the ban is for, can you help me?

Dear MagdalenaKochaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

Dear Tomas,

The account is permanently blocked due to the violation of 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."

The player registered mutable accounts via the same PC, under different names, used the strategy of bonus rounds postponements and thus was abusing the bonus system.

The player will remain blocked, unless returns the unfairly withdrawn 1200 EUR.

Kind regards

Dear MagdalenaKochaa,

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.