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I made a deposit of 1000 USD at Vulkan Vegas. During registration, I accidentally entered an incorrect date of birth due to a date format mix-up. After that, I completed full identity verification (KYC), which was approved and confirms that I meet the age requirements.

I made some profit and the amount increased to 1250 USD

Despite this, my account was locked, and the operator announced that only 250 USD would be made available, while the remaining 1000 USD is being held. Access to the account will only be granted if I accept this partial payout.

Jag gjorde en insättning på 1 000 USD hos Vulkan Vegas. Vid registreringen angav jag av misstag ett felaktigt födelsedatum på grund av förväxling av datumformat. Efter detta genomförde jag fullständig identitetsverifiering (KYC), som godkändes och bekräftar att jag uppfyller ålderskraven.

Jag gjorde lite vinst och beloppet steg till 1250 USD

Trots detta låstes mitt konto, och operatören meddelade att endast 250 USD skulle göras tillgängliga, medan resterande 1000 USD hålls inne. Tillgång till kontot ges endast om jag accepterar denna partiella utbetalning.

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Dear Lejon31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• What specific date format mix-up occurred during your registration?
• When did you complete the identity verification (KYC), and how long did the approval process take?
• Could you please clarify the casino's reasoning for permitting only a partial payout of $250?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Lejon31,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru