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seens long time ago i open account in vulkan casino witch i not used a lot. I forgot about it and fiev days ago i open new account and i do some deposit and i win 8000 and i want to make withourtal 6000 so the casino ask me to send document for feryfication. I do it this and they block my money. 3 -4 years ago if someone not using casino can forget that he have theree account so casino should do veryfication before some one start play other wise is not fer that after you put a lot of money and you win they block account and refuse withwartal.

So i want to complai and is happen for me first time something like this. I understend that is for biden have to accounts but if you not use offen this games after 3 4 years you can forgot specialy that now this website with casino is 1000000. Please close my old account and unblock this new one with all my money as i didynt do this special just forgot iven this WEB.

Dear rafaldiving,

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

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

• Could you please advise exactly when you created the second account in the casino and when exactly your account was blocked?
• Were you in contact with casino support? Was 'multiple accounts' the justification you received for account closure?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I create like 3 4 days ago and when I want do withwartal them ask me for dokument to veryfie accout and the directly Block me.

They just says that acount is Block becouse I open new one and buforem i had allready acount. I play on slots game book of ra.

Yes I do print screen. The chat was closed and becouse account is Block i cant get this chat. But i will send you on e-mail all what i have.

I send you already

I wrote 7600pln but I don know exectly what was amount on this account when them Block me I thing was Iven more.

HI Tomas how is going ouer case?

Thank you very much, rafaldiving, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear rafaldiving,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Vulkan.bet Casino representative to join this conversation.

Dear Vulkan.bet Casino, could you please provide more information about this case?

Looking forward to your reply.

Hello Casino Guru team and rafaldiving,

We confirm that the player created two accounts on our platform — the first one was registered back in 2023. Bonuses, including no-deposit offers, were claimed on both accounts, which is a violation of our Terms and Conditions.

Although the violation of the rules is clear and well-documented, we are nonetheless willing to take a flexible approach and offer the player a fair resolution:

We can unblock the player’s most recent account, but only the deposited amount will remain on the balance. All winnings obtained in violation of the rules will be removed. If the player agrees to this solution, they must use this account exclusively. Any further attempts to create a new account will result in permanent exclusion.

Thank you for your understanding.

Dear Vulkan.bet Casino,

thank you for your message.

Could you please provide details regarding the circumstances that permitted rafaldiving to create a duplicate account? What registration data was collected from this user?

I didynt open new account special for bonus or any thing else. Just i iven didyn know that i have any other account and this should show tee system from the begining that - you have already other account please log in for one and if you forgot pasword or login contact with us. If you have all info about previous account you can see it was not using at all

Hello Casino Guru team

Rafaldiving was able to create two accounts because he used different login details - a different email and a different phone number.

But the same data the same name surname data of birdth number document adress so this is not explenation from your site. After years the e-mail can changed and tel number like is in my case. You have all data customers and you can check i didynt use other account iven if was opened witch i didynt know about it.

Dear Vulkan.bet Casino,

Could you please verify whether the remaining information provided during registration of the second account matches that of the initial account? Name, date of birth, address.

Dear Katarina,

Please check your e-mail. Thank you!

Dear Vulkan.bet Casino,

thank you for your email and information provided.

It is acknowledged that the multiple accounts were created by rafaldiving. While I appreciate your perspective, given the player's transparency and honesty regarding this issue and the extended period of nearly two years since the duplicate accounts were created, I am hopeful we can reach a more suitable compromise than complete forfeiture of winnings. Assuming rafaldiving adhered to all applicable bonus terms and conditions during gameplay, he would be entitled to the winnings. Would you be open to exploring alternative resolutions to this matter?

Dear Casino Guru nad Vulkan bet

As in my opinion I didn't do it on purpose to have two accounts open, I didn't even think about doing something like that for the purpose of cheating on the bonus or anything else that would be a dishonest approach to the casino. As I have been a VIP at Bestsolid casino for many years and there you can also check my credibility, I propose a mutually fair solution, namely dividing this winnings in half between me and the Vulkan bet casino

Hello CasinoGuru team and rafaldiving,

We have thoroughly and comprehensively reviewed the situation from our side.

According to our terms and conditions, registering more than one account constitutes a violation of our rules, which may result in the suspension of all related accounts. The time between the registration of these accounts is not a factor that affects the application of these rules.

Nevertheless, we have considered the information and circumstances presented by the rafaldiving and have decided to offer a resolution in good faith.

As previously stated, we are willing to unblock the rafaldiving’s most recent account and retain the balance deposited by the rafaldiving. This amount will be available for the rafaldiving to use at their discretion.

However, any winnings obtained in violation of the rules will be deducted.

Thank you.

Dear Vulkan.bet Casino,

Thank you for your message and the insights you shared.

Dear rafaldiving,

Could you please verify that the phone number used during registration is your own and actively used by you?

I have 3 number i dotn remember witch one i give for registration as i Have blosc this account but all of them on my name and i can proof.

Dear rafaldiving,

thank you for your message and evidence. My apologies for late reply, I was on a sick leave and could not respond.

Following a thorough review of your case and subsequent consultations with our supervisory team, we have concluded that Vulkan Bet's offer to return your deposit and maintain your account is a reasonable resolution. While we recognize this may not fully align with your expectations, particularly in light of your winnings, our assessment indicates a breach of the terms and conditions attributable to negligence on your part. In light of this, the casino's offer represents a gesture of good faith, providing you with a second opportunity.

Please kindly notify us whether you have decided to accept the casino's offer.

Looking forward to your reply,

Katarina

I confirmed Casino offer

Dear rafaldiving,

thank you for your message.

Have you received your deposit back, please? Is your account open and available to you?

Looking forward to your reply.

Katarina

No the account is still blocked

Dear rafaldiving,

thank you for your message.

Dear Vulkan.bet Casino,

could you please unblock the rafaldiving account?

Good day, Casino Guru team and rafaldiving

The account has been unblocked. The balance on the account corresponds to the amount of the deposit.

Rafaldiving, you may continue playing from this account. Please remember that it is important to follow all established rules and refrain from registering any additional accounts.

We apologize for the delay in resolving this matter.

Dear Vulkan.bet Casino,

thank you for your message and cooperation.

Dear rafaldiving,

could you please advise whether you have full access to your account, please?

Dear rafaldiving,

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.

Now yes I have

Hello,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru