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I was blocked for having multiple accounts when I only have one account.

Me bloquearon por múltiples cuentas cuando solo tengo una sola cuenta

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Dear jose0101,

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?
• Have you accumulated your winnings with or without an active bonus?

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,

Veronika

1 - In the neighborhood, because we use the same local internet provider, our connections might appear under the same public IP, but we are individuals with completely independent residences and finances.

Firstly, each payment was made from completely different wallets, in the name of each person's account holder.

We are willing to make KYC verification calls if necessary.

According to VulkanBet, there are 3 accounts that are blocked.

2- I have successfully completed my identity verification process. My neighbor is also willing to complete his own KYC immediately, including selfies, identity documents, and proof of his Binance account, to demonstrate that there is no identity duplication.

3- The winnings were generated while the bonus was active. However, all wagering requirements (rollover) were legitimately met. The fact that I used a bonus does not negate the fact that we are two separate account holders with funds from independent financial sources (Binance). If I were blocked for using bonuses legitimately, I believe that would be false advertising by the casino, especially since I also played and risked my real money.

1 - En el barrio debido a que usamos el mismo proveedor de internet local, nuestras conexiones podrían aparecer bajo la misma IP pública, pero somos individuos con residencias y finanzas totalmente independientes.

En primer lugar cada pago se realizó desde billeteras totalmente diferentes, a nombre del titular de cada persona.

Estamos dispuesto a realizar llamadas para verificación KYC si es necesario.

Según VulkanBet, hay 3 cuentas que están bloqueadas.

2- Yo he completado mi proceso de verificación de identidad de forma exitosa. Mi vecino también está dispuesto a completar su propio KYC de forma inmediata, incluyendo selfies, documentos de identidad y pruebas de su cuenta de Binance, para demostrar que no existe duplicidad de identidad.

3- Las ganancias se generaron mientras el bono estaba activo. Sin embargo, se cumplieron todos los requisitos de apuesta (rollover) de manera legítima. El hecho de haber usado un bono no invalida la realidad de que somos dos titulares distintos con fondos provenientes de fuentes financieras (Binance) independientes. Si me bloquearan porque he usado bonos legítimamente creo que sería publicidad engañosa del casino, además también he jugado y arriesgado mi dinero real.

I want to emphasize that I have been playing and withdrawing correctly up until the moment I accumulated that amount of money.

Quiero recalcar que he estado jugando y retirando correctamente hasta el momento en que acumulé esa cantidad de dinero.

Have you and your neighbours ever used the same device to access your casino accounts?

Please forward me the communication between you and the casino customer support regarding the allegations made against you at veronika.f@casino.guru. Thank you for your patience and cooperation.

At no time, each on their own device.

En ningún momento, cada uno en su propio dispositivo.

I've sent you the evidence

Te he enviado la evidencia

Hello jose0101,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jose0101;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru please also resend evidence to this email.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Information sent

Información enviada

Dear jose0101,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, romana.r@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vulkan.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vulkan.bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Good afternoon, Casino Guru team and jose0101,  

We’ve carried out an additional review of this situation, taking into account the information you provided.  

As a result, we’ve decided to unblock your account.  

We apologize for the misunderstanding and wish you the best of luck in your future games!

Thank you, dear Vulkan.bet Casino, for this update.

Dear user.

Please inform us about the situation whenever possible.

Thank you.

Respectfully,

Romi

Dear user,

I believe you have provided the wrong email in your previous message.

Please check it and let us know.

Thank you.

Respectfully,

Romi

Both accounts were blocked for the same reason, and they only enabled mine.

Las 2 cuentas estaban bloqueadas por el mismo motivo y solo habilitaron la mía

I want to take this opportunity to request his case, since it was blocked for the same reason.

Quiero aprovechar el caso para solicitar el de él, ya que se bloqueó por el mismo motivo.

Dear user,

Unfortunately, this is impossible.

If your neighbor experiences the same issue, he/she needs to submit a complaint, and we will intervene.

Please update us on whether you were able to get your withdrawal, so we can close this complaint.

Thank you.

Respectfully,

Romi

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

Dear jose0101,

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,

Romi