I had a problem with this casino once before when they blocked my account after a fairly large win, but after a dispute and sending several confirmations I was unblocked. This time I was also blocked. Some time ago I came across the game "Lucky Loser" I liked this game and played it very often. The thing is that in the chat the consultant wrote to me that my account was blocked because I broke one of the points of their regulations. And to be precise, while playing the above-mentioned game I lost my real balance. Then I started playing the same game for the bonus money that you receive when making deposits. And note when I also lost it on this game I topped up my balance again and continued playing on "Lucky Loser" I managed to win money and I withdrew it. About 2-3 days later I decided to play again on Vulkan-Vegas and there on live games "crazy Time" I managed to reach the amount of about 1800 PLN which I decided to withdraw. 2 days after the withdrawal order I cannot log into the account and the consultant blames me for cheating by playing Lucky Loser for bonus money and smashing the "bonus wheel" with real money. Firstly, this win of 1800 PLN which they have now blocked from me had nothing to do with this game and secondly "Lucky Loser" should be excluded from playing for "bonus money" because after playing for the bonus balance the "bonus wheel" is filled which never disappears until it is emptied. It is their fault that they did not secure this game. There are games such as The blast the bass" which are games available only for real balance. The consultant informed me that he can unblock my account but my account of PLN 1,800 will be taken away from me. And I emphasize that I did not win this money on this game that they are accusing me of. If you ever played the game "Lucky Loser" for bonus money, so as not to "break" their regulations, you would never be able to play it for real money again because "progress" in this game is not deleted. What's more, I am not able to determine my nickname in the game because I cannot log in to their website and I get an answer from the support in the chat that they cannot send such data in the chat.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Just to clarify, is the casino accusing you of playing a restricted game with bonus money?

Could you please specify which bonus you used during the time in question?

Could you please forward any relevant communication along with your game history in Excel format to [email protected]? Please advise the exact time of the incident.

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,

Dominika

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Hello

I wrote to Vulkan vegas support to send a list of my games (what games and time) from last week in Exel. Unfortunately, I have to wait for any response from them. I don't know how long it will take