My account was blocked without any reason being given to me and without any communication from the casino.

I was in the process of KYC verification and even sent the additional documents that were requested by email, and after this, I no longer had access to my account.

A minha conta foi bloqueada sem me ser apresentada qualquer raz?o e sem nenhuma comunica??o do casino.

Encontrava-se a fazer verifica??o KYC e inclusivamente enviei os documentos complementares que me foram pedidos por email, e após isto n?o tive mais acesso à minha conta.

Dear EBarao,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you created your account?

Do I understand correctly that €35 (dispute value) is being held in your casino account? Have you accumulated your winnings 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,

Kristina

Dear EBarao

Can you please explain to the casino the true reason you registered at the casino?

You barely played and immediately request a withdrawal, which is only 7 cents more than your deposits.

Having explained that, casino will unlock your account, and you will get the money back.

Thank you for cooperation

Warm regards

Good morning.

My account was created on 10/4/2023. The €35 I am claiming is the amount of the deposit I made at the casino. I inform you that I waived the bonus. And I don't understand how a casino can block me for just carrying out the verification and then being able to withdraw the money.

According to the casino's response above, I have €35.07 retained. I no longer remembered the amount, since I don't have access to the account.

The reason for registering at the Casino was to have some fun at a good online Casino, but apparently the difficulties are enormous when it comes to withdrawing the money.

Please note that I didn't even make a request to withdraw money. I was just doing KYC verification.

Bom dia.

A minha conta foi criada no dia 4/10/2023. Os 35€ que estou a reclamar é o valor do depósito que fiz no casino. Informo que abdiquei do bónus. E n?o compreendo como um casino me pode bloquear por apenas proceder à verifica??o para posteriormente poder levantar o dinheiro.

pela resposta acima do casino, tenho 35,07€ retidos. Já n?o me lembrava do valor, uma vez que n?o tenho acesso à conta.

O motivo para me registar no Casino, foi para me divertir um bocado num bom Casino on-line, mas pelos vistos as dificuldades s?o enormes na hora de levantar o dinheiro.

Mais informo que nem fiz pedido de levantamento de dinheiro. Apenas estava a fazer a verifica??o do KYC.

Hello everyone,

Thank you both for your replies.

I hope I understand correctly the casino decided to reopen your account.

EBarao, could you please post here any updates? Are you able to log in and withdraw your balance?

Good afternoon.

My account remains blocked. I can't access or withdraw my balance.

Boa tarde.

A minha conta continua bloqueada. N?o consigo aceder, nem sacar o meu saldo.

Good afternoon,

I didn't get a response to my last message and I still have my account blocked on Vulkan Vegas.

Boa tarde,

N?o obtive resposta à minha última e mensagem e continuo com a conta bloqueado no Vulkan Vegas.

Dear Vulkan Vegas Casino,

Could you please clarify your last message or advise EBarao on what he should do to access the remaining balance?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, pardon for a delay

Even though the casino still does not understand the purpose of opening the account, the play may now access it.

Regards

Good morning.

I want to thank Casinoguru for the support provided. I was able to access my account and withdraw my money.

Thank you very much.

Compliments,

E d g a r.

Bom dia.

Quero agradecer à Casinoguru pelo apoio prestado. Já consegui aceder à minha conta e fazer o levantamento do meu dinheiro.

Muito obrigado.

Cumprimentos,

Edgar.

Dear EBarao,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com