Good morning, my account was blocked while I was chatting with the casino chat support. I didn't do anything wrong. I just had some doubts about the check and out of nowhere I was expelled. It's a lot of money involved and I wish they could help me

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you have received any feedback or explanation from the casino? If yes, forward it to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes they gave Feedback. But I tried to do what I was asked and it was not possible because I am not allowed to send attachments to the support email

Thank you very much Marco for your quick reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marco,

I’m sorry to hear about your problem. Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either screenshots showing the explanation from the casino. My email address is [email protected]. Thank you very much in advance for your reply.

Dear Marco,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Hello Marco, Juli!

To what I currently see - the account is fully operational, the withdrawals are completed.

The reason we had to temporary block the account is cause the player was not able to send the requested docs, thus to save the money of the account we reacted according to T&C of VulkanVegas. As soon as we received the documents, the account got successfully verified and unlocked.

Have a great one!

Kind regards,

Alexander

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.