Well, I signed up at the VulkanVegascasino with a random username instead of using my real name. I reached out to customer support and informed them of my mistake, asking if there was a way to rectify it. They advised me that they would contact the specialist department which could amend my details and that I should provide my full name, which I did. They told me I would receive a Gmail (which never arrived). Later, I started the process of completing the KYC verification to the letter. However, I was blocked. Now they state they can unlock my account but with none of my earnings, and they won't even refund my deposit. If they were going to block me, anyway, why did they tell me they could offer a solution to my issue? I believe it's unfair for them to withhold even my deposit. I have evidence of the conversation I had with customer service.

Bueno me registre en el casino de vulkansVegas con un nombre de usuario al azar no puse mi nombre real me contacte con un soporte de atención al cliente y les comenté mi error y que si había manera de arreglarlo me dijo que se iba a contactar con el departamento y me dijo que los especialistas podían cambiar mis datos y que pusiera mi nombre completo lo hice y me dijo que me llegaría un gmail (nunca me llegó) después empecé a subir el kyc de verificación al pie de la letra y cuando y después me bloquearon ahora dicen que me puéden desbloquear pero sin mis ganancias ni siquiera me reembolsan el depósito entonces si igual me iban a bloquear para que me dijeron que me iban a dar solución a mi problema y creo que es injusto que se queden hasta con el depósito, tengo pruebas de la conversación que tuve con el soporte de atención al cliente

Hello jesusDionicio,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why did you use fake details to register into the casino? How long after registering did you contact the casino to fix your personal information? When was the last time you spoke to the casino and what was it about?

Please note that using fake details to register is strictly against any online casino terms and I wonder that they even reply to your messages as they have all the right to fully confiscate any of your balance and ban you forever.

Looking forward to your answer.

Regards,

Nick

Dear jesusDionicio,

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.

I am completely new to the application, they still returned my account without my winnings, they never verified me, they told me that I could continue using the account but for fear that the same thing would happen to me again and they would not give me my winnings, I made an exclusion status for For 6 weeks I will not use that account anymore, because I put a different username because I am new to the casino world, I did not know the terms and conditions of the casino, what bothered me is that they said they were going to provide a solution and I never did anything, yes Not that they blocked me and kept my earnings and deposit. It also said that if I gave third party information, a refund would be made. I put my son's name in the username and my card information in the verification KYC, I contacted support and they said they would change my name but they wouldn't. they did nothing.

soy completamente nuevo en la aplicacion, igual me devolvieron mi cuenta sin mis ganacias igual nunca me verificaron me dijeron que podia seguir utilizando la cuenta pero por miedo de que me vuelva a pasar lo mismo y no me den mis ganancias hice un estado de exclusion por 6 semanas no usare mas esa cuenta, pues puse un nombre de usuario diferente porque soy nuevo en el mundo del casino no sabia los terminos y condiciones del casino, lo que me molesto es que dijeron que iban a dar solucion y nunca hiciero nada, si no que me bloquearon y se quedaron con mis ganancias e deposito. ademas decia que si daba datos de terceros se le hacia la devolucion yo puse el nombre de mi hijo en el nombre de usuario y mis datos de la tarjeta en el kyc de verificacion, contacte un soporte y ellos dijeron que me cambiarian el nombre pero no hicieron nada.

Dear jesusDionicio

You may open an account in your name and start playing.

The current account will remain permanently locked.

Best regards

Hello jesusDionicio,

Unfortunately, if you did use 3rd party details/payments, the casino has every right to void any balance you have and permanently block you.

Please keep in mind that you can always have only one account with you real details registered and only your own payment methods and funds.

As you did breach the casino terms, you either accept the casino's offer or find a different casino to play in but there is nothing we are able to do.

thank you so much

muchas gracias

The complaint will be now closed for the above explained reason. Please be careful in the future to always register with your own details and use only payment methods belonging to you to prevent such situations from happening.

Best regards,

Nick