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Played my way up to 11,000 euros with 35 euros, after which my account was blocked for "money laundering". Customer service doesn't help me. I'm waiting

Habe mich mit 35 Euro auf 11.000 Euro raufgespielt, danach wurde mein Konto wegen "Geldwäsche" gesperrt. Kundendienst hilft mir nicht weiter. Ich stehe an.

Hello Lux388,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulakn Casino UA. Please allow me to ask you a few more question before we would move forward.

When exactly did this issue happen? Did you use any kind of bonus to accumulate your winnings? Was it your first deposit in the casino and was your account verified?

When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, the problem occurred yesterday! I didn't use a bonus and it was my third deposit! I deposited a total of 4x 100 euros. My account is not verified yet but I have sent all the documents to them!

the casino replied that:Dear user,

Your account has been terminated for breach of Rule 10.5 (If the Company suspects that you are engaged or have engaged in any fraudulent, illegal or improper activity, including but not limited to money laundering activities or any other conduct in breach of the Terms may Your access to the Services may be terminated immediately and/or your account suspended. If your account is terminated or suspended in such circumstances, the Company will have no obligation to refund any monies held in your account to you. The Company shall be entitled to the appropriate authorities, other online service providers and banks, credit card companies, electronic payment processors or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity. You will fully cooperate with the Company in the investigation of any such activity.). You are prohibited from creating a new account and playing on our website. Any new accounts you register will be suspended.

Sincerely, Joseph

Vulkan.bet support team member

Hallo, das Problem ist gestern aufgetreten! Ich habe keinen bonus verwendet und es war meine dritte Einzahlung! Ich habe insgesamt 4x 100 euro eingezahlt. Mein konto ist noch nicht verfiziert jedoch habe ich alle Dokumente denen geschickt!

das casino hat das geantwortet:Lieber Benutzer,

Ihr Konto wurde wegen Verstoßes gegen Regel 10.5 (Wenn die Firma den Verdacht hat, dass Sie sich an betrügerischen, ungesetzlichen oder unzulässigen Aktivitäten beteiligen oder beteiligt haben, einschließlich, aber nicht beschränkt auf Geldwäscheaktivitäten oder ein anderweitiges Verhalten, das gegen die Bedingungen verstößt, kann Ihr Zugang zu den Dienstleistungen sofort beendet und/oder Ihr Konto gesperrt werden. Wenn Ihr Konto unter solchen Umständen gekündigt oder gesperrt wird, ist die Firma nicht verpflichtet, Ihnen Gelder, die sich auf Ihrem Konto befinden, zurückzuerstatten. Die Firma ist berechtigt, die zuständigen Behörden, andere Online-Dienstanbieter und Banken, Kreditkartenunternehmen, Anbieter elektronischer Zahlungsmittel oder andere Finanzinstitute über Ihre Identität sowie über jede vermutete ungesetzliche, betrügerische oder unzulässige Aktivität zu informieren. Sie werden bei der Untersuchung einer solchen Aktivität uneingeschränkt mit der Firma zusammenarbeiten.). Es ist Ihnen untersagt, ein neues Konto zu erstellen und auf unserer Website zu spielen. Alle neuen Konten, die Sie registrieren, werden gesperrt.

Mit freundlichen Grüßen, Joseph

Vulkan.bet Support-Team-Mitglied

Hello Lux388 and thank you for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lux388,

I will assist you with the complaint from now on. I would like to ask representatives of Vulkan Casino UA into the conversation in order to shed light on the situation.

Vulkan Casino UA, could you explain why you concluded Lux388 engaged in fraudulent activities? Based on what information? Feel free to provide evidence of your claims to my email address at tomas@casino.guru

Good afternoon. According to our information, we do not have a registered player with the mail lux38@gmx.at. It is likely that the player is referring to another casino. I also want to remind you that we do not have the euro currency on our website.

Добрый день. По нашей информации у нас нет зарегистрированного игрока с почтой lux38@gmx.at. Вероятно, что игрок имеет в виду другое казино. Также хочу Вам напомнить, что у нас на сайте нет валюты евро.

Hello Lux388,

please, could you specify the casino link?

https://vulkan.bet/de/sports?ref=sn_w104543c92925l10193gatp890_vulkanbetting.info&affdata%5Bsubdata%5D=fc2adbcc2ef7b82e91e67bb3037e911a&affdata%5Bgeo%5D=at&affdata%5Brotator%5D=92925&affdata%5Blanding%5D=10193&affdata%5Bsub_id%5D=vulkanbetting.info&affdata%5Bsrc%5D=dnVsa2FuYmV0dGluZy5pbmZv

Hi Lux388.

The complaint was filed under the wrong casino, but it is understandable, there are too many of Vulkan casinos. 🙂 I have just fixed it.

We will now try to get in touch with the casino.

Thank you so much Jozef😊

Super danke, vielen dank Jozef😊

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Lux388,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Jozef! Thank you for your help, if it works and the casino pays the money I would like to accommodate you and give you something too!

Unfortunately, I just think that nothing will happen, unfortunately!

Hallo Jozef! Vielen Dank für ihre Hilfe, falls es klappt und das Casino das Geld bezahlt möchte ich Ihnen natürlich entgegenkommen und Ihnen auch was geben!

Ich glaube leider nur das sich nix tun wird, leider!

Hello,

We are happy to inform, the player may continue playing/withdraw the funds.

Kind regards

Dear Lux388,

please, could you confirm?

Yes I can!

Ja kann ich!

Dear Lux388,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef