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Good morning, I spent a week requesting my 200 reais withdrawal. They canceled it. Until they blocked my account so they wouldn't pay. That's why Brazil eliminated these casinos. They don't pay. They block the account so they don't pay. 200 reais. Absurd.

Bom dia, fiquei uma semana solicitando meu saque de 200 reais . Eles cancelando. Até que bloquearam a minha conta para não pagarem . Por isso o Brasil eliminou esses casinos . Não pagam . Bloqueiam a conta para não pagarem . 200 reais. Absurdo.

Hello nyquemarques,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, it's been verified, I won without the bonus, I spoke to the casino today, here's the proof, my details are all confirmed. More than 1 year with account in this casino.they are accusing me of

money laundering without proof . Fo

am 2 deposits 1 of 85 reais in pix and another of 100 reais in pix .the 2 last deposits. .

Sim . Já foi verificada , ganhos sem os bônus ,falei hoje com o casino seguem as provas .meus dados todos confirmados . MAIS de 1 ano com conta nesse casino.stão me acusando de 

lavagem de dinheiro sem provas . Fo

am 2 depósitos 1 de 85 reais no pix e outro de 100 reais no pix .os 2 últimos depósitos. .

Thank you nyquemarques for all the information provided so far. As we need further explanation from the casino regarding the matter, I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello nyquemarques,

I am so sorry to hear that your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Vulkan.bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Vulkan.bet Casino,

Could you please state why the player's account was blocked?

Thank you in advance for providing the information.

Good afternoon, Casino Guru team and nyquemarques,

Nyquemarques, could you please let us know whether you have initiated a chargeback for any of the funds previously deposited into your account on the Vulkan.bet?

Good afternoon on March 10 I had made a deposit of 130 reais in the casino account and the amount did not enter, I contacted you, they told me to wait 5 days that the amount would return to my account and asked me to contact the bank. Anyway. The bank informed me that you had received the amount. After 10 days the amount went into the casino account. I had even complained about the casino guru here. And they closed it because I told them it had been resolved. In short, it was the only chargeback that was requested. And closed.

Boa tarde no dia 10 de março eu tinha feito um depósito de 130 reais na conta do casino e não entrou o valor , entrei em contato com vcs , me informaram para esperar 5 dias que o valor iria voltar para a minha conta e pediram para entrar em contato com o banco . Enfim . Entrei o contato o banco informou que vcs receberam o valor . Depois de 10 dias o valor entrou na conta do casino . Tinha feito a reclamação até por aqui pelo casino guru . E eles encerraram pq informei que foi resolvido. Resumindo foi o único estorno que foi solicitado. E encerrado.

How long will I have to wait for the casino guru? Will the casino pay out my winnings or not?

Vou esperar mais quanto tempo casino guru? O casino vai pagar ou não os meus ganhos ?

Hello Nyquemarques and Casino Guru team

Nyquemarques,

Following your request to our support team, an inquiry was initiated with our finance department. After a thorough review, the funds from your transaction were successfully credited to your account. However, despite this, you proceeded to initiate a chargeback. Furthermore, the deposited amount was used for placing bets on our platform after it was credited.

In addition to this case, a chargeback was also filed for a one more transaction.

Casino Guru team,

As per our Terms and Conditions, chargebacks are prohibited. This policy is in line with practices adopted by many other online platforms.

Due to the chargeback request, the user has been permanently blocked by our PSP (Payment Service Provider), and any further transactions are no longer available to them.

Thank you for your understanding.

Oh yes. I have to take the loss. I deposit an amount into the casino account. The amount doesn't go into the casino account. Problem. I don't get paid. I'm forbidden to ask my bank for satisfaction because the money didn't go into the casino's account. You're stealing right off the bat. This explanation makes no sense. I want my withdrawal. They blocked my account so they wouldn't pay 200 reais. Fraudulent site. It took 10 days for the money to get into the account. And the casino attendants told me to request a refund with my bank.

Ah sim . Eu tenho que ficar com o prejuízo. Deposito um valor na conta do casino . O valor não entra na conta do casino . Problema . Eu fico sem receber o valor. Sou proibida te pedir satisfação para o meu banco pq o dinheiro não entrou na conta do casino . Vcs roubam bem na cara de pau. Essa explicação não tem sentido. Quero o meu saque . Bloquearam a minha conta para não pagarem 200 reais . Site fraudulento . As provas o valor demorou 10 dias para entrar na conta . E os atendentes do casino mandaram eu solicitar o estorno com o meu banco.

Dear Vlukan.bet Casino,

Thank you for your response and the information you have provided.

Could you provide us with proof of the chargebacks made by the player?

I'll be awaiting your reply.

They don't have it, because they didn't have it. They'll block it without proof. Normal for these casinos.

Eles não tem, porque não teve . Vão bloquear sem provas . Normal desses casinos .

Good afternoon,

Stefan, if necessary, we can provide the available information directly to your email. However, we would like to point out that the user has personally confirmed initiating the chargeback request.

Nyquemarques, you contacted our support team, and they provided accurate and up-to-date information regarding your inquiry, as well as carried out all necessary actions to address your issue. At no point did our support team advise you to proceed with the actions that were taken by you.

We would also like to highlight that you have previously made several withdrawal requests through our platform, all of which were successfully processed. This allowed you to see firsthand that we act in good faith and fulfill our obligations to our users.

Dear Vlukan.bet Casino,

Thank you for your response and the information you have provided.

Could you please provide us with proof that the player made a chargeback to my email address stefan.m@casino.guru?

I'll be awaiting your reply.

I make a deposit on the 10th and you deposit it in the casino account 20 days later and I have to wait for your goodwill. The money only went into the casino account because I asked the casino guru for help. If they hadn't said they hadn't received it and were going to rob me.

Eu faço um depósito dia 10 e vcs depositam na conta do casino 20 dias depois e eu tenho que aguardar a boa vontade de vcs . O valor só entrou na conta do casino pq eu pedi a ajuda ao casino guru. Se não tinham falado que não receberam e iriam me roubar.

Proof that the deposit I made was canceled on their website.

Provas que o depósito que eu fiz foi cancelado no site deles .

The money came out of my account and they didn't return it to my account. They put it in the game account after 20 days.

O dinheiro saiu da minha conta e eles não devolveram para a minha conta . Colocaram na conta do jogo depois de 20 dias .

Hello Stefan,

The information has been sent to your email.

Thank you.

They make a big show of not paying. My God. A lot of fraud

Thank God it wasn't a lot of money

A lot of staging

Fazem um maior teatro para não pagarem. Meu deus . Muita fraude

Ainda bem que foi pouco dinheiro

Muita encenação

Hello nyquemarques,

The casino provided us with proof that you have initiated the chargeback twice. This behaviour is strictly prohibited and against the casino's terms and conditions.

Chargebacks are generally not allowed in casinos for several reasons:

• Nature of Transactions: Casino transactions are often considered final and non-reversible. When a player makes a deposit or places a bet, they are entering into a contract with the casino, and the expectation is that the funds are used for gaming purposes.
• Risk Management: Allowing chargebacks could expose casinos to significant financial risk. If players could easily reverse transactions, it could lead to abuse, where individuals might gamble and then attempt to reclaim their funds after losses.
• Regulatory Compliance: Casinos are heavily regulated, and many jurisdictions have specific laws regarding gambling transactions. Chargebacks could complicate compliance with these regulations and lead to potential legal issues.
• Integrity of Gaming: The integrity of gaming operations is paramount. Chargebacks could undermine the trust and fairness that casinos strive to maintain, as they could be used to manipulate outcomes or exploit the system.
• Alternative Dispute Resolution: Most casinos have established procedures for handling disputes and complaints. Players are encouraged to resolve issues directly with the casino rather than resorting to chargebacks.

For these reasons, casinos typically have policies in place that prohibit chargebacks, and players are advised to understand these policies before engaging in gambling activities.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.