My account was blocked when asking for a withdrawal, when they complained they said that I broke a rule, when asking what it was they said they would send an email explaining and nothing so far. I made a deposit of 10 Euros to withdraw the winnings and they have my money.

Dear Jo?o,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did you play with any bonus? If yes, please specify which offer you redeemed. Did the casino specify which rule was breached?

If there is any relevant communication between you and the casino, please forward it to [email protected]. I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Hello again, I played the 50 free spin's bonus with no deposit, I won 25 euros which is the maximum, after that I deposited 10 euros and I also played with the result in my 120 euros account, the casino support said I had no information about the rule that I broke, which made me very disgusted and thinking that they should do this with all the players that I don't want to pay.

Jo?o, could you please confirm you fulfilled the wagering requirements of this bonus before you made a deposit?

Hello dear player, Christina

Indeed I can confirm the player registered with a no-deposit bonus.

But according to bonus T&C:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). "

We identified multiple activation from the player's PC, which breaches the terms above.

Here is at least one example of another player (there are many of those):

tutimi***[email protected]

User agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/84.0.4147.105 Safari/537.36

As a resolution, we my offer to forfeit the bonus and leave the deposit. Thus the player may continue playing at VulkanVegas. This is our final proposal.

Kind regards,

Alexander

Hello, I would like to know where they got it from that I have a fake account, I believe they are saying this just to not pay my bonus, because my IP is my own and I guarantee that nobody used it, and if it is by the agent as it is written there , there are thousands of people who use the same browser as me, which does not allow browser tracking for customer protection.

So, I would like to point out, they have not studied my complaint correctly or are not even there and are not paying.

Another detail, I was promised an answer in my email and so far I have not received anything.

Hello everyone,

Alexander, would you be so kind and provide us with some evidence, please? My email address is [email protected]. Thank you very much.

So?

We would like to ask the Vulkan Vegas Casino to provide the required evidence. We are extending the timer by 7 days. If the casino fails to do so in the set time frame, we will close the complaint as ‘unresolved’.

Hello, Kristina

I can confirm the withdrawal was successfully completed on 17.08.2020 via Bank Transfer.

Afterwards the player continues playing at VulkanVegas

Kind regards,

Alexander

Thank you, Vulkan Vegas Casino for the update on this issue.

I would like to ask you, Jo?o, to confirm you successfully received the withdrawal, so we can move forward with this complaint accordingly. Thank you in advance for your reply.

I would like to ask the Vulkan Vegas Casino to explain this situation, please.

Dear Player, Kristina

Indeed I've confused this player with another. Sorry about that.

The player is still locked, we have strong grounds to believe that the player received a no-deposit bonus in dishonest way.

But we are ready to unlock the player as soon as he provides the proof of the gaming activity - Luxemburg (upon the authorisation logs).

Kind regards,

Alexander

Alexander, thank you for pointing this out. I can see that the player has chosen Brazil as his country.

Jo?o, could you provide us with an explanation, please? Are you from Luxemburg or Brazil?

Hello, I'm Brazilian but I'm in Luxembourg, I'll try to find a voucher and send it soon!

Olá, eu sou Brasileiro mas estou em Luxembourgo, vou tentar encontrar um comprovante e enviar em breve!

Hello, there is a receipt for the purchase in the restaurant Mi Garba that was in my wallet, I am tired of sending documents, I have no account here in Luxembourg because I am on vacation, I will not send any more documents, because I have already sent everything that I was asked for , all selfies, photos of document, proof of address, photo of payment method, I got tired of being rolled up. And I also found an interesting rule in the casino guru: "In short: Casinos should only award bonuses to players who are eligible to receive them, according to the bonus T & Cs. If the casino makes the mistake of giving a bonus to a a player who is not eligible should not go back. Instead, the casino must accept that it made a mistake and pay the winnings to the player. " If you do not want to pay me the bonus just tell me why I am tired and it will be the most difficult 100 Euros of my life. It doesn't even seem like I got lucky in a casino, it's more like bad luck.

Olá, está ai um recibo da compra no restaurante Mi Garba que estava na minha carteira, estou cansado de enviar documentos, n?o tenho nenhuma conta aqui em Luxembourgo pois estou de férias, n?o vou enviar mais nenhum documento, pois já mandei tudo que me pediram, todas as selfies, fotos de documento, comprovantes de endere?o, foto de meio de pagamento, cansei de ser enrolado. E ainda encontrei uma regra interessante no casino guru: "Resumindo: Os casinos apenas devem atribuir os bónus aos jogadores que est?o habilitados a recebê-los, de acordo com os T&Cs dos bónus. Se o casino cometer o erro de atribuir um bónus a um jogador que n?o esteja elegível, n?o deve voltar a trás. Em vez disso, o casino deve aceitar que cometeu um erro e pagar os ganhos ao jogador." Se n?o querem me pagar o bonus só falem por que estou cansado e vai ser os 100 Euros mais dificeis da minha vida. Nem parece que dei sorte em um cassino, tá mais para azar.

Dear Kristina,

Looks like we are dealing with a "professional" photoshop master.

Here is where the image is originally taken from:

https://www.tripadvisor.com/LocationPhotoDirectLink-g190356-d14761359-i330437470-Mi_Garba-Luxembourg_City.html

I think this resolves the "issue" ??

Kind regards,

Alexander

Of course, I can't stand sending pictures anymore, I sent the first one I found, I don't have to keep proving where I am and just see my fucking IP, and stop messing around. I've already sent a lot of personal information, I don't want to send you more to sell on the internet.

Claro, n?o aguento mais ficar enviando fotos, mandei a primeira que encontrei, n?o sou obrigado a ficar provando onde estou e só ver a merda do meu IP, e parar de enrolar. Já mandei muitas informa??es pessoais, n?o quero enviar mais para vocês venderem na internet.

Kristína if you want proof that I'm in Luxembourg I will send you by email I will not send any more to these guys.

Kristína se quiser uma comprova??o que estou em Luxembourgo te mando no e-mail n?o vou mandar mais nenhuma para esses caras.

And they said that I had already withdrawn the money kkkkk are clearly in bad faith, I sent all the documents and followed all their bonus rules, and I am so thankful for creating a rule from beyond that I have to prove that I am at the place where my address of IP indicates, this is not fair.

E ainda falaram que eu tinha já sacado o dinheiro kkkkk estao claramente de má fé , mandei todos os documentos e segui todas as regras deles de bonus , e agr tao criando uma regra do além que eu tenho q provar q estou no local que meu endere?o de IP indica , isso nao é justo.

Jo?o, I am sorry, but we have zero tolerance against faking documents and proofs. The date in this photo has clearly been edited and even if you truly were in Luxemburg at this moment, you lied to us and tried to mislead the investigation, which is unacceptable. Also, this led us to believe, that you've probably lied to the casino too, and we decided to ban you.

We are closing this complaint as rejected without the possibility of reopening.