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due to refused payment and unlawful account blocking

Dear Vulkan Vegas team,

I'm contacting you because I was denied a legitimate withdrawal and my account was subsequently blocked without any comprehensible reason. I would like to clarify the situation once again:

• I deposited about €20 and won about €700.

• I requested a withdrawal that was initially marked as "pending."

• I did not continue playing during the processing time.

• After several days, the payout was rejected without me being informed beforehand.

• Only then was I informed that I had to submit verification documents (proof of address, bank card).

• After I submitted the required documents, my account was suddenly blocked.

• Due to these delays, I was unable to access my funds and ultimately lost them.

Why I complain:

1. Unclear and non-transparent payout policy: My payout was canceled without notification, and documents were requested only afterward.

2. Unlawful account suspension: My account was suspended after I completed the verification process.

3. Refusal of a fair solution: Despite repeated contact via email and live chat, I only receive standardized answers without any real review of my case.

My demand:

I demand a fair solution in the form of a refund of €350, as I was wrongfully denied a withdrawal and my account was blocked without valid reason.

If this matter is not resolved to my satisfaction, I reserve the right to take legal action and contact consumer protection agencies and gambling regulatory authorities.

I ask for a prompt response and hope that you are interested in a fair solution.

Best regards

Omar A* F*****

 wegen verweigerter Auszahlung und unrechtmäßiger Kontosperrung

Sehr geehrtes Vulkan Vegas-Team,

ich wende mich an Sie, da mir eine rechtmäßige Auszahlung verweigert wurde und mein Konto anschließend ohne nachvollziehbare Gründe gesperrt wurde. Ich möchte den Sachverhalt noch einmal klarstellen:

• Ich habe ca. 20 € eingezahlt und daraus etwa 700 € gewonnen.

• Ich beantragte eine Auszahlung, die zunächst als "in Bearbeitung" markiert war.

• Während der Bearbeitungszeit habe ich nicht weitergespielt.

• Nach mehreren Tagen wurde die Auszahlung abgelehnt, ohne dass ich vorher informiert wurde.

• Erst danach wurde mir mitgeteilt, dass ich Verifizierungsdokumente (Adressnachweis, Bankkarte) einreichen müsse.

• Nachdem ich die geforderten Dokumente eingereicht hatte, wurde mein Konto plötzlich gesperrt.

• Aufgrund dieser Verzögerungen konnte ich nicht über mein Guthaben verfügen und habe es letztlich verloren.

Warum ich mich beschwere:

1. Unklare und intransparente Auszahlungspolitik: Meine Auszahlung wurde ohne Mitteilung storniert, erst nachträglich wurden Dokumente verlangt.

2. Unrechtmäßige Kontosperrung: Mein Konto wurde gesperrt, nachdem ich die Verifizierung abgeschlossen hatte.

3. Verweigerung einer fairen Lösung: Trotz mehrfacher Kontaktaufnahme per E-Mail und Live-Chat erhalte ich nur standardisierte Antworten ohne echte Prüfung meines Falls.

Meine Forderung:

Ich fordere eine faire Lösung in Form einer Rückerstattung von 350 €, da mir die Auszahlung unrechtmäßig verweigert wurde und mein Konto ohne triftigen Grund gesperrt wurde.

Sollte diese Angelegenheit nicht in meinem Sinne geklärt werden, behalte ich mir vor, rechtliche Schritte einzuleiten und mich an Verbraucherschutzstellen sowie Glücksspielaufsichtsbehörden zu wenden.

Ich bitte um eine zeitnahe Rückmeldung und hoffe, dass Sie an einer fairen Lösung interessiert sind.

Mit freundlichen Grüßen

Omar A* F*****

Dear Ofaaori10,

Thank you very much for submitting your complaint.

I’m sorry to hear about the problems you've experienced with your withdrawal and the blocking of your account.

To help us investigate your case further, could you provide a few more details?

1. Did you receive any bonus on your deposit, or were you playing with your own funds only?
2. Can you tell us what type of games you played during your session?

These details will help us understand if there were any terms or conditions related to the bonuses or games that could have impacted your withdrawal or account status.

Your cooperation is crucial to help us move forward and work towards a fair resolution of this issue. Please feel free to forward any relevant communication or documents to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Ofaaori10

Thank you for the complaint, but we found some inconsistency within your claim, specifically here:

"• Due to these delays, I was unable to access my funds and ultimately lost them."

Can you kindly explain, if you were unable to access the account, how could you possibly lose?

Kind regards

Dear Ofaaori10,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.