Vulkan Vegas Casino - Баланс игрока был удержан.

Hello, a while ago I made the account at Vulkan vegas and then I managed to earn a bonus by referring someone else with the registration, and so I did all the requirements and it says KYC verification and so far so good, so it says two deposits one of R$36.59 and another R$23.41 with that later I realized that I would not be able to withdraw my money from the bonus, so I withdrew my deposited money (which I did not receive) with that I entered the account and realized that I was blocked because I did not follow the terms, something I didn't understand, now I lost my R$60 reais. That is, they just waited for me to put my money to block me and thus keep my money. I'm here to file a claim hoping I can get my money back.

Olá, a um tempo atrás fiz a conta no Vulkan vegas e então consegui ganhar um bônus por indicação de outra pessoa com o cadastramento, e assim fiz todos os requisitos e diz a verificação KYC e até aí tudo bem, então diz dois depósitos um de R$36,59 e outro de R$23,41 com isso depois percebi que não conseguiria retirar meu dinheiro do bônus, então saquei meu dinheiro depositado (no qual não recebi) com isso entrei na conta e percebi que fui bloqueada por que não segui os termos, algo que não entendi, agora perdi meus R$60 reais. Ou seja, só esperaram eu colocar o meu dinheiro para me bloquearem e assim ficar com meu dinheiro. Estou aqui fazer a reclamação esperando que eu consiga recuperar meu dinheiro.

Dear gabmizude,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Vulkan Vegas Casino. I’m afraid I will need more information regarding your problem.

Could you please specify which rule exactly you breached according to the casino?

I'll await your reply.

Best regards,

Tomas

Hello, I spoke again with the support of the Vulkan vegas website and they told me the following.

Your account has been permanently blocked due to multiple account usage and bonus abuse.

But I only have one account, and I haven't referred anyone. The attachments above is the conversation I had with support. That is, they blocked me because the person who referred me made abusive use of the bonus even though I didn't do that, but someone else.

Olá, falei novamente com o suporte do site Vulkan vegas e me falaram o seguinte.

A sua conta foi bloqueada permanentemente devido a uso múltiplo de contas e uso abusivo de bónus.

Mas eu tenho apenas uma conta, e não indiquei ninguém.Os anexos acima é a conversa que tive com o suporte. Ou seja, me bloquearam por que a pessoa que me indicou fez uso abusivo do bônus apesar que eu não fiz isso e sim outra pessoa.

Dear gabmizude,

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please explain what is the relationship between you and the holder of the other email address?

I'll await your reply.

Dear gabmizude,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I believe that because I accessed the site in the same place as the person who referred me, it ended up affecting this.

Olá, acredito que por eu ter acessado ao site no mesmo local da pessoa que me indicou acabou afetando nisso.

Thank you very much, gabmizude, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear gabmizude,

I am so sorry to hear your balance was withheld. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Could you please state why the player's funds were confiscated? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello gabmizude

Can you kindly answer the following questions:

1) Did you use the no-deposit bonus?

2) How many members of your family registered and activated the same no-deposit bonus?

3) Are you aware of the following T&Cs:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.)."

Thank you!

Dear gabmizude,

Could you please respond to the casino's questions?

Thank you very much in advance.

Kind regards,

Stefan

Hello, answering the following questions:

1) Did you use the no deposit bonus?

Yes, if you have activated it.

Which in this case I activated it to roll over.

But I didn't have possession of the amount, it stayed in the account because I had to make a first deposit.

2) How many members of your family have registered and activated the same no deposit bonus?

One person only.

3) You are aware of the following T&Cs:

No, I wasn't aware of that.

Olá, respondendo às seguintes perguntas:

1) Você usou o bônus sem depósito?

Sim, se for o caso de ter o ativado.

Que no caso o ativei para fazer roll over.

Mas não tive posse da quantia, ficou na conta pois tinha que dar um primeiro depósito.

2) Quantos membros da sua família registraram e ativaram o mesmo bônus sem depósito?

Uma pessoa apenas.

3) Você está ciente dos seguintes T&Cs:

Não, não estava ciente disso.

Dear gabmizude,

Thank you for your response and the information provided.

Dear Vulkan Vegas Casino,

Could you please state if there is any reason why the player's funds were withheld?

Thank you very much in advance.

Kind regards,

Stefan

Hello all,

Casino has decided to overlook the case and unblock the account. Since at least different devices were used at no-deposit bonus activation.

Regards

Dear gabmizude,

Could you please confirm this information?

I am looking forward to your response.

Kind regards,

Stefan

Hello, I managed to withdraw my money back.

That is, everything worked out now thanks to you who helped me a lot. I am very grateful for the help and attention they gave to my case.

Olá, consegui sacar meu dinheiro de volta.

Ou seja, deu tudo certo agora graças a vocês que me ajudaram muito. Estou muito grata pela ajuda e a atenção que tiveram sobre o meu caso.

Dear gabmizude,

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,

Stefan