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I want to know the. Why did they block my account long when I won 400 euro they asked to send proof I sent them then they simply blocked my account so they don't pay what I won but I want my money back.

Quero saber o. Porquê que bloqueiaron a minha conta longo quando ganhei 400 euro pediron para enviar comprovativos eu enviei dipois simplesmente bloquiaron a minha conta para não pagarem o quê eu ganhei mas quero meu dinheiro de volta.

Dear yarafurtado2012,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have been blocked after providing documents to verify your account? Please, could you advise if you have accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear yarafurtado2012, Kristina

According to T&Cs of Vulkanvegas:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The details provided by player are:

First Name: fern**des

Last Name: Aria*a

Date Of Birth: 1*.07.1993

Gender: Female

The documents that have been provided by the player at verification stage are:

First Name: Re*s

Last Name: Dulce**no tav**es dos

Date Of Birth: 1*.01.1990

Gender: Male

According to T&Cs:

"6.4. If any of the information that you provide to us is untrue, inaccurate, misleading or otherwise incomplete, you will be in breach of contract, and we reserve the right to terminate your account immediately and prevent you from using the services, in addition to any other action that we may choose to take."

The casino managers acted strictly within the T&Cs, thus the account got permanently blocked as fraudulent one.

Hope this clarifies.

Kind regards

My data. It's not fake so much that I sent a photo with my identity card create my wife's Facebook account when they asked I sent my strange data to deposit I didn't have any problem but to withdraw it doesn't give mxm anymore by sending my data

Meus dados. Não são falsas tanto que enviei uma foto com meu cartão identidade cria a conta através do Facebook da minha esposa quando pedirom enviei os meus dados estranho para depositar não tive nenhum problema mas para levantar já não dá mxm enviando meu dados

Hello everyone,

Thank you Vulkan Vegas Casino for providing more information regarding this case.

Yarafurtado2012, do I understand correctly that you have created an account using your wife's personal details?

Dear yarafurtado2012,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.