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Won 8300 euros and my account was blocked for allegedly playing from Russia...please help

Habe 8300 Euro gewonnen und mein Konto wurde gesperrt da ich angeblich aus Russland gespielt habe...bitte um Hilfe

Dear ms71171,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about the account blocking?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with an active bonus? 

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,

Tomas

I've been playing for about three years.. with one and payouts have always worked out..

On 14.03.23 I could no longer log into my account, there is only a button with the user is blocked..

I mainly play slot games. Play anything I like.

I didn't use the bonus

It is assumed that my IP address is abroad and that I am in Russia and playing from there, which would be forbidden.

I live in Germany my IP address is also in Germany I don't have a VPN address

Since I have a physical disability, I cannot leave my place of residence

I think Vulkan Vegas just doesn't want to pay me my winnings

Ich spiele seit ca drei Jahren..mit ein und Auszahlungen hat es immer geklappt..

Konnte mich am 14.03 23 nicht mehr in mein Konto einloggen es kommt nur ein Button mit User ist gesperrt..

Spiele hauptsächlich automatenspiele Spiel alles mögliche was mir gefällt.

Bonus habe ich nicht verwendet

Mir wird unterstellt meine IP-Adresse wäre im Ausland und ich würde mich in Russland befinden und von da aus spielen was ja verboten wäre.

Mein Wohnsitz ist in Deutschland meine IP-Adresse ist auch in Deutschland eine VPN Adresse habe ich nicht

Da ich eine körperliche Behinderung habe kann ich auch meinen Wohnsitz nicht verlassen

Ich glaube Vulkan Vegas möchte mir einfach meinen Gewinn nicht auszahlen

Part of the profit was transferred to my account, there are still 7000 euros in my Vulkan Vegas account..

Ein Teil des Gewinns wurde auf mein Konto überweisen es handelt sich noch um 7000 Euro Guthaben auf meinem Vulkan Vegas Konto..

Hello ms71171

Sorry for the inconvenience. We'd like to emphasize, that your account was not permanently blocked, the investigation was initiated.

Happy to inform, you may continue using your account. There will be absolutely no issues whatsoever.

Kind regards

My account is released again, all winnings are available in my account..

The complaint is hereby void and resolved.

Thanks

Mein Konto ist wieder frei gegeben sämtliche Gewinne sind auf meinem Konto vorhanden..

Hiermit ist die Beschwerde nichtig und gelöst..

Danke

Dear ms71171,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Vulkan Vegas Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru