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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vulkan.bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Were you able to verify the address that you provided during the registration?
• Did you open the casino's website only once using a VPN?
• Did you claim any bonuses after your big win connecting via VPN?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?   Slots

Were you able to verify the address that you provided during the registration? Yes I'm verify all identity verification

Did you open the casino's website only once using a VPN? I'm never play this site with VPN,

On date 23 I'm just watching videos , that's it

Did you claim any bonuses after your big win connecting via VPN? No bonus ,

I'm never use any bonus

Hello

Kindly please transfer my complaint to your senior team

Dear player, could you please specify what country is set in your casino account?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Canada country

I'm already sent all screenshot in starting,

How casino not responding to my ematir live chat

Please transfer my complaint

Dear player, thank you for your patience while we review your complaint. We’re currently carrying out an additional internal check to ensure that all the details are properly verified before moving the case forward. Thank you for your understanding and cooperation.

I'm waiting

Dear player, I’ll let you know as soon as there are any updates. Thank you for your patience while we continue reviewing your case.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello gloden213, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Vulkan.bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the account block and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Casino block my account because they said I'm use VPN,

I'm never use VPN for playing this casino

Good afternoon Matej and gloden213,  

gloden213, on August 27 and 29, there were several logins to the website from an IP address associated with Germany. After we requested documents confirming your presence in that country, no such documents were provided. This indicates the use of a VPN service, which is not permitted.  

You mentioned that on August 23 you visited other websites using a VPN; however, on our website, a login from your usual location in Canada was recorded on August 24.  

The logins from the German location occurred later.  

Could you please share your comments regarding this situation? 

Matej, we’ve sent the information about this situation to your email. Please check your inbox, and feel free to reach out if you have any questions.  

Thank you. 

Hello,

I'm won money 20 day's ago,

What is connection between vpn,

I'm won money 20 day's ago,

And I'm watching porn videos so I think my location showing Germany,

I'm never visited Germany in my whole life,

Kindly please unlock my account

I have responded to the casino representative's message and hopefully we can find a successful resolution shortly. Once I hear back, I will post an update here as well, to keep you up to date with the situation, dear gloden213.

Thanks Matej sir,

Please keep me updated

Good afternoon gloden213,  

Thank you for the information you’ve provided. We’re currently looking into this matter, and we’ll reach out to you if we need any additional details.  

We truly appreciate your patience and understanding.  

Thank you for your response dear Vulkan bet team,

I'm waiting due justice,

Kindly please unlock my account

I would like to thank the both parties for swift cooperation! I have messaged the Vulkan.bet Casino representative with some suggestions, and hopefully we can get this case resolved shortly.

Good afternoon Matej and gloden213,  

gloden213, after reviewing the information on our side, it was determined that the user’s data needs to be updated.  

An email has been sent to the address mentioned in this complaint, containing details about the documents required for this process.  

Please provide the requested documents by replying to that email so we can proceed further.  

Thank you for your time and cooperation.  

Dear team I don't receive any email from casino,

Please tell me when you send email regarding verification,

Dear gloden213, the e-mail was most likely sent to the e-mail address you have entered as your "Player Casino E-mail" when lodging this complaint. As it is a Gmail account, can you please check the Spam and Marketing boxes to see if the messages ended up discarded by Google by chance? Thank you.

I have received this email only

Q

Yes sir I received email regarding my selfie with paper and write the email and date for unlock my account,

I'm sent

Thank you for the update, dear gloden213, much appreciated. We'll now wait for the casino to finish their internal procedures and let us know if anything else is required to move this case forward.

Good afternoon, Matej and gloden123,  

Gloden213, thank you — we’ve received the image in response to our request.  

Matej, we’ve sent you some additional information regarding this situation.  

Thank you.

Thank you for the additional details, dear Vulkan.bet Casino.

Dear gloden213, as is our standard recommendation when dealing with KYC issues, I propose a video call verification. During a call, all the questions can be answered and all the necessary documentation shown, to leave no doubt and to speed up the whole process. If the casino agrees, would you be able to undergo the video call?

Yes I'm agree

Thank you for the confirmation. I'll speak with the casino representative, and see what can be arranged.

Good afternoon, gloden213 and Matej,  

The video verification will be conducted with the participation of our support team. The coordination of the date and time for this verification will take place via email.  

Gloden213, please keep an eye on your inbox for any messages from our support team regarding the next steps.  

Thank you for your understanding and cooperation throughout this process. 

Yes I received email for my video call

This is absolutely great news! Please, keep me updated regarding the call and the outcome. :)

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gloden213,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej