Account blocked without valid reason.

No notification was sent.

Nor was my deposit refunded.

Conta bloqueada sem motivo justo.

N?o enviaram nenhuma comunica??o a informar.

N?o devolveram o meu depósito.

Dear asdgfd,

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 and when exactly was your account blocked?
• 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, betting on sports)
• 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

Good morning Tomas,

I registered at the casino on the 5th of October and was blocked I think on the 12th of October. I was blocked after sending all the documents requested by the casino and a few more that were requested by email.

I found out that my account was blocked when I tried to log in to the website, there was no email warning or any justification.

I think the games I played were slots and craps.

My current account balance was obtained from the plays I made using the deposit money.

Thanks.

Bom dia Tomas,

Registei-me no casino dia 5 de Outubro e fui bloqueado acho que no dia 12 de Outubro. Fui bloqueado após o envio de todos os documentos que pedem no casino e mais alguns que pediram por e-mail.

Soube que a minha conta foi bloqueada quando tentei fazer login no site, n?o houve nenhum aviso por e-mail nem nenhuma justifica??o.

Penso que os jogos que joguei foram slots e dados.

O saldo atual da minha conta foi obtido com as jogadas que fiz usando o dinheiro do deposito.

Obrigado.

Could you please explain in more detail how much you deposited in the casino and how much you wagered on craps and slots respectively to your knowledge?

I'll await your response.

It's difficult to know for sure at this point how much I played in each of the games because I don't have access to the account to analyze this and I haven't memorized it. However, I played through my initial deposit several times.

The deposit was 60 euros.

é difícil saber ao certo neste momento quanto joguei em cada um dos jogos porque n?o tenho acesso à conta para analisar isso e n?o memorizei. No entanto, joguei várias vezes o valor do meu deposito inicial.

O deposito foram 60 euros.

Thanks for your reply.

Dear Vulkan Vegas,

Could you please explain why the player's account was blocked, and whether any of the player's current balance could be withdrawn?

Dear asdgfd

Thank you for your complaint.

Can you please tell us what is the exact reason for opening the account at Casino?

The reason we are asking, is because you deposited 60 EUR, barely played and request a withdrawal 59.46 EUR.

Did someone suggest you to open an account, did you follow any instructions, provided by a 3rd party?

Thank you!

Good afternoon,

I created an account at the casino because they recommended it to me as a reliable casino with a good variety of games.

I deposited €60, played the deposit amount several times and as I didn't win any amount, I decided to withdraw.

Boa tarde,

Criei conta no casino porque me recomendaram como sendo um casino confiável e com uma boa variedade de jogos.

Eu depositei 60€, joguei o valor do deposito várias vezes e como n?o ganhei nenhum valor, decidi levantar.

Dear asdgfd

Can you be a little bit more exact, who recommended, where did you see the advertisement, how did you pick up the games to play?

Thank you for cooperation!

The person who recommended it was a friend of mine, in conversation.

I chose the ones that seemed most appealing, since I didn't know any of the games.

Allow me to tell you that I do not see any relevance in your questions, I deposited money in your casino, played the deposit amount and tried to withdraw my money. Blocking the account without any warning is bad faith and in my eyes is an attempted theft on the part of Vulkan Vegas Casino.

Quem recomendou foi um amigo meu, em conversa.

Escolhi os que pareceram mais apelativos, visto que n?o conhecia nenhum dos jogos.

Permita-me dizer-lhe que n?o vejo qualquer relevancia nas suas quest?es, depositei dinheiro no vosso casino, joguei o montante do deposito e tentei retirar o meu dinheiro. Bloquear a conta sem qualquer aviso é má fé e é aos meus olhos uma tentativa de roubo da parte da Vulkan Vegas Casino.

The reason the casino has blocked your account is that they find your gameplay suspicious, and it does point out to the money-laundering.

The games you've chosen to play are quite hard to find for the person, who does not know the games at all. So any other details will be helpful, and if you could explain briefly (step-by-step) why and what for you've chosen those games, played almost without losses (low chance of loss at stakes of 10 cents with a max win of 11 cents) -we will unlock the account immediately and withdraw the funds.

Regards

The games are on the platform and that's why I found them and was playing them.

As I said, I don't know most of the games and I'm not used to playing in casinos, so I tried to get to know the platform and the games by reducing possible losses.

Money laundering with €60? Let's be serious, please.

Os jogos est?o na plataforma e por esse motivo encontrei-os e estive a jogar.

Como disse, n?o conhe?o a maioria dos jogos e n?o estou habituado a jogar em casinos, dessa forma tentei conhecer a plataforma e os jogos reduzindo possíveis perdas.

Lavagem de dinheiro com 60€? Sejamos sérios por favor.

Once again, I deposited money, played the deposit amount several times and was blocked without any communication from the casino.

In addition to being blocked for no reason, the actions of the Vulkan Vegas casino team are very unprofessional and very unethical.

I don't know if it's common practice in other casinos but I don't recommend this one!

Mais uma vez refor?o, depositei dinheiro, joguei o valor do deposito várias vezes e fui bloqueado sem qualquer comunica??o por parte do casino.

Além de ter sido bloqueado sem qualquer motivo, a atua??o da equipa do Vulkan Vegas casino é muito pouco profissional e muito pouco ética.

N?o sei se é pratica comum em outros casinos mas este n?o recomendo!

Do your friends also play at the casino?

Can you list their IDs/emails?

Regards

I won't share data that isn't mine, it doesn't even make sense.

I already understand that they are trying to make it difficult to unlock the account with attempts at explanations and completely irrelevant questions.

N?o vou partilhar dados que n?o s?o meus, nem sequer faz sentido.

Já entendi que est?o a tentar dificultar o desbloqueio da conta com tentativas de explica??es e com quest?es totalmente irrelevantes.

You may now withdraw your funds

Kind regards

Dear asdgfd,

Please inform us when you receive your withdrawal.

Thanks.

I have already managed to withdraw the balance I had in the account.

Although the matter had been resolved, I continue to say that Vulkan Vegas Casino's attitude is very unprofessional and I will not play at this house again nor will I recommend it to anyone.

Obrigado.

Já consegui levantar o saldo que tinha na conta.

Embora o assunto tinha ficado resolvido, continuo a dizer que a postura da Vulkan Vegas Casino é muito pouco profissional e n?o voltarei a jogar nesta casa nem recomendarei a ninguém.

Dear asdgfd,

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

Thank you and Vulkan Vegas Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com