Vulkan Vegas Casino - Das Spielerkonto wurde geschlossen.

Good afternoon my account was blocked with a balance of 3010 reais and I can't log into my account but I want my money I won

Boa tarde minha conta foi bloqueada com um saldo de 3010 reais e não consigo entra na minha conta porém eu quero o meu dinheiro que ganhei

Hello darioperessim25,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account closed? Have you accumulated your winnings with or without an active bonus, please?

Have you tried asking for an explanation from the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear darioperessim25,

Would you please tell the Casino Guru, how many accounts do you have at VulkanVegas?

Thank you in advance!

Best regards

Hi good afternoon, it's just an account and there's another one in my son's name but we use the same form of payment and receipt as both are in my name

Oi boa tarde minha mesmo é apenas uma conta e tem outra no nome do meu filho porém usamos a mesma forma de pagamento e recebimento pois os ambos estão em meu nome

darioperessim25, I am sorry but this is a very serious breach of casinos T&Cs. In the vast majority of casinos, players can only use payment methods (or funds) that they rightfully own, and Vulkan Vegas is not an exception. Please see what is written in the Anti-money Laundry (https://vulkanvegas.com/en/anti-money-laundering) section:

"You are the rightful owner of funds on your account. All information that you provided to the Company in the process of registration and / or subsequent time, including any transaction that requires the deposit of funds, is correct, up-to-date, accurate and fully corresponds to the name (s) on the credit / debit card (s) or other settlement accounts that will be used to deposit or receive funds to your account / from your account."

This means that no one else but you can use your payment method to deposit and withdraw.

Could you please clarify whether you and your son have played with any bonuses?

In the case only I played with the bonus and there's more I didn't know about it and because they allow me to receive payments from the same place they are wrong and TDS the deposits left my nubank account via pix

No caso só eu joguei com o bônus e tem mais eu não sabia disso e pq eles permitem receber do mesmo lugar os pagamentos nisso tbm eles estão errado e TDS os depósitos saíram da minha conta d nubank via pix

And I also didn't make any transactions via TDS card were via pix in my name

E eu tbm não fiz nenhuma transação via cartão TDS foram via pix no meu nome

Thank you very much darioperessim25 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello darioperessim25, Kristina

I looked at the case, and can surely say that the managers acted strictly within the T&Cs of VulkanVegas.

The player opened at least 4 accounts, deposited with the same payment method, received multiple bonuses and used the same IP and device (Motorola G9).

Here are the player's accounts:

Daviperessim@outlook.com

Darioperessim1@outlook.com

darioperessim@hotmail.com

darioperessim25@gmail.com

All registered on name Dario Oli***ra

Hope this clarifies the matter.

Kind regards

More and now they accept my money but when it's time to pay it's this bureaucracy

Mais e agora eles aceitam o meu dinheiro mais na hora de pagar é essa burocracia

Hello darioperessim25 ,

I'm Nick and I'm in charge of your complaint from now on. Dear Vulkan Vegas or darioperessim25 , could you please advise if the deposits from the multiple accounts were refunded?

were not refunded

Não foram rembolsados

I want my 3010 in my account because I made a legitimate deposit and I won legally

Eu quero os meus 3010 na minha conta pois eu fiz um depósito legítimo e ganhei litigimamente

Dear Nick,

I've looked at the case again, I do not see any reasons why we should be paying out to the player.

Player is clearly opening multiple accounts and gets the bonuses onto them. This violates quite a bunch of rules.

Unless you have some grounds that would support the player's behavior, we would insist on permanent accounts' blockage with no refunds whatsoever.

Kind regards

I just opened other accounts because I was blocked in TDS and if I knew I couldn't open others I wouldn't open the question is just one to receive the money they don't check if the person has more account now when it's to pay they do TD to see if the player has other accounts I deposited more than 3,000 reais in this casino now that I managed to balance them they do it

Justamente eu abri outras contas pq eu fui bloqueada em TDS e se eu soubesse que não podia abrir outras eu não abriria a questão é uma só para receber o dinheiro eles não verificam se a pessoa tem mais conta agora quando é para pagar eles fazem de TD para ver se o jogador tem outras contas depositei nesse cassino mais de 3 mil reais agora que eu consegui equilibrar eles fazem isso

Dear Vulkan Vegas,

Was the player claiming no deposit bonuses or did he deposit with all of his accounts? Also please send forward some proof that he claimed multiple bonuses with multiple accounts just to be sure to nikolas.b@casino.guru.

Thanks in advance.

Regards,

Nick

Hey, Nick

The info was sent to the specified e-mail of yours.

Kind regards

Hi Nick good afternoon do you have any answers

Oi Nick boa tarde tem alguma resposta

Hi, do you have any response to my complaint

Oi tem alguma resposta da minha reclamação

Do you have an answer

Tem alguma resposta

Dear darioperessim25,

Based on the received proof from the casino, we will be now forced to reject the complaint. From the mentioned proof, is it clearly visible that there was a violation of casino's terms by you, therefore there isn't anything we are able to do. Once you register into a casino, you agree to their terms and once you violate them, the casino has right to close your account. The winnings you generated were from a bonus offer which you also violated by creating multiple accounts claiming the bonus.

Regards,

Nick

Casino.guru