The player from Poland had his account in the casino blocked, due to accusations of opening multiple accounts in the casino. We ended up rejecting the complaint as the available evidence suggests that several multiple accounts were created.
Vulkan Vegas Casino - Player's account was blocked.
Amount: €3,800
Vulkan Vegas Casino
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9.8
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
HELLO I AM VERY SURPRISED HOW VULKAN VEGAS SUPPORT TREATS THE GAMHER,
VULKAN BLOCKED MY ACCOUNT WITHOUT PARTICULAR PROOF. DURING THE VERIFICATION, HE TOOK 3800 EURO. HE ACCUSED ME OF MULTI-ACCOUNT. IMMEDIATELY WROTE THAT HE WILL GIVE ME THE ACCOUNT BACK UPON I AGREE TO RESET THE BALANCE. I ASKED FOR THE NAME OF THE DEVICE AND THE SAME IP ADDRESS THAT IS THE SAME AS MY ACCOUNT v****@wp. en , OF COURSE I DID NOT RECEIVE THIS. ALL THE ACCOUNTS PROVIDED BY PONOC CASINO HAVE MY PERSONAL DATA, I DON'T KNOW THE HISTORY OF THESE ACCOUNTS. I HAVE ONLY ONE CASINO ACCOUNT THAT I WOULD LIKE TO VERIFY v****@wp.pl I AM A NEW PLAYER AND I DON'T KNOW THE WHOLE RULES BUT THIS WAY CAN TAKE ANY PLAYER'S ACCOUNT. NO WAY MADE BY MY PERSON, I THINK THERE IS NO NEED TO SHOW IT BECAUSE THE CASINO DOESN'T HAVE SUFFICIENT PROOF OF LINKING MY ACCOUNT TO OTHERS. BECAUSE I AM 100% SURE THAT THEY DID NOT CREATE WITH ONE DEVICE AND IP ADDRESS BECAUSE I ONLY ASSUMED 1 ACCOUNT v ****@wp.pl. MY DEPOSITS WERE WITH BONUS AND WITHOUT BONUS, MY WIN WAS FROM REAL MONEY DEPOSIT. PLEASE HELP IN SOLVING THIS CASE.
Edited by a Casino Guru admin
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1 year ago
Dear frodof675,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?
Could you please send me the communication you received from the casino to my email at tomas@casino.guru?
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
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1 year ago
Dear frodof675,
Can you please let us know your account ID or a valid e-mail that you are registered at vulkanvegas.
Since we were unable to find your account via vik**ul@wp.pl
Looking forward to helping you!
Kind regards
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1 year ago
Translation
I don't remember the ID but I have screenshots 
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1 year ago
Dear frodof675
Well, you see, you specified the email wrong. Now we identified your account.
It is permanently blocked due to multi-accounting and bonus abuse. We have undisputed proofs of multiple accounts, at least 9 accounts were found, here are some of them:
vik**ul@wp.pl
stramiecwiktoria1@gmail.com
lala1405**0@gmail.com
tamtam1405**04@gmail.com
All of them registered in your name, same DOB, all of them abuse the no-deposit bonuses. Can you please comment on that?
Regards
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1 year ago
Translation
Hello, dear Vulkan Vegas, I am writing once again that I have no idea who created so many accounts with my personal data, "I ONLY HAVE IT!" ACCOUNT vikavul@wp.pl and I provided this account to veryfikacjaj. I have no idea about the history of the other accounts. Please provide at least 1 common IP address the same as the address vikvul@wp.pl ..please provide at least 1 shared device associated with the account vikavul@wp.pl same browser, same type of bonus used by my account vikavul@wp.pl the remaining??? In Polish words the word "permanently" means forever, so I wrote and quote: "It is permanently blocked due to the abuse of multi-accounts and bonuses." SO WHY DID SUPPORT PROPOSE ME TWICE THAT IF I AGREE TO RESET THE BALANCE TO ZERO, THEY WILL UNBLOCK MY ACCOUNT? DEAR VULKAN, THE REPRESENTATIVE OF THE GORU CASINO RECEIVED A DOCUMENT THAT IT IS IMPOSSIBLE FOR ME TO OPEN THE OTHER ACCOUNTS EXCEPT MY vikavul@wp.pl . I am ashamed to describe here a situation that would dispel your accusation.
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1 year ago
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DEAR VULKAN!!! YOU USED THE WORD ALL ACCOUNTS !!! I DON'T KNOW WHAT BONUSES THESE ACCOUNTS USED. PLEASE WRITE WHICH NO DEPOSIT BONUS I USED WITH MY ACCOUNT vikavul@wp.pl BALANCES WILL YOU UNLOCK THEM??? I WROTE CLEARLY ONCE THAT I WOULD NOT AGREE TO THIS BECAUSE I AM NOT GUILTY AND THAT WAS PROPOSED AGAIN.
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1 year ago
Translation
Please explain this because it is slander and also looks like scam
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1 year ago
Dear Vulkan Vegas Casino,
Could you please send me the proof of multiple accounts to my email at tomas@casino.guru ?
I'll await your reply.
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1 year ago
Thanks to Vulkan Vegas for the provided evidence.
Dear frodof675,
Could you please explain which devices (phones, personal computers) were you playing on in the casino and where were you while playing?
I'll await your reply.
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1 year ago
Translation
Hello, I have one account, I don't remember if I set it up on a computer or phone vikavul@wp.pl. I played on a PC for sure. I played casino in a place where I live only on my only account vikavul@wp.pl. Vulkan gave me the dates and names of the accounts and they say they are all mine. I DID NOT CREATE THESE ACCOUNTS. I only have one account. I WAS ARRESTED. I DID NOT WORK. CIE WHAT I WAS ARRESTED FOR AND SHOW THE COURT JUDGMENT TO THE REPUBLIC OF POLAND? HOW I WOULD EVEN KNOW ABOUT THESE ACCOUNTS I WOULD REPORT IT TO YOU AND EXPLAIN IT AND NOT PAY THE DEPOSIT AND THE GRILL.
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1 year ago
Thank you very much, frodof675, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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1 year ago
Translation
hello. is my evidence not enough that it is not possible for me to create so many accounts at this time,,,?
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1 year ago
Hi frodof675,
I'm taking over your complaint. I've looked at the evidence and I'm afraid I won't be able to help you. There are several accounts opened in your name with your personal information. In each of them, bonuses were activated. Even if you weren't able to open those accounts due to the reasons above, someone else who has access to your data clearly did and therefore broke the rules. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.
Best regards,
Peter
