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My account has been blocked, supposedly because I have a duplicate account, which is not the case. About a year ago, I had an account that I closed myself. The email address no longer exists, so I set up a new one with Vulkan Vegas. I submitted all my ID documents. Just two or three days ago, I photographed my ID along with my face as per the usual procedure, and before that, they had received my ID, bank card, and everything else. Now that I want to withdraw my winnings, my account has been blocked, allegedly due to a duplicate account. But this is not true because I have not used the other account for a year; it is also blocked.

They already had my ID documents beforehand, so they should have blocked it earlier. I have made enough deposits, so why wasn't my account blocked then? I want to receive my winnings, over €20,000.

Mein Konto wurde gesperrt und angeblich weil ich doppelkonto Besitze was nicht der Fall ist vor circa ein Jahr hatte ich ein Konto das wurde von mir aus gesperrt die e-mail-adresse existiert nicht mehr darauf habe ich mir ein neues eingerichtet bei Vulkan vegas. Ich habe mein ausweis dokumente alles eingereicht jetzt vor zwei drei tagen habe ich wie die formel mein ausweis mit meinen gesichtfotografiert davor hatten sie mein ausweis bankkarte alles mögliche gehabt. Jetzt wo ich mein gewinn auszahlen möchte wurde mein konto blockiert angeblich wegen doppelkonto es stimmt aber nicht weil ich das andere konto seit einem jahr nicht benutze weil das ist auch blockiert.

Und mein ausweis dokumente hatten die schon vorher gehabt dann mussten die schon vorher sperren ich habe ja genug einzahlung getätigt warum wurde mein konto nicht dan gesperrt ich möchte mein Gewinn über 20.000€ haben

Hello laylaselinaali,

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

• Could you please advise if you did ask the casino if you can make a new account?
• Did you claim any bonuses on your first or second account?
• When was the last time you spoke to the casino and what was it about?

Please note that without the casino's confirmation, you can never create a new account no matter if it was closed or not.

Looking forward to your answer.

Regards,

Nick

Hello,

I didn't ask if I could still have an account because I canceled my account myself. My old email address, where I had a player account, no longer exists. So I created an account with my new email address. After checking my data, such as ID documents, etc., I received an email saying that everything was correct and I could use everything, including withdrawals. My account was then blocked.

I have not claimed any bonus.

After my account was blocked, I contacted customer service directly. They said my account was blocked because of a double account but I don't have a double account

Hallo,

Ich habe nicht nachgefragt ob ich noch ein Konto haben darf. Da ich selbst konto gekündigt habe. Meine alte Email Adresse existiert auch nicht mehr wo ich ein spielerkonto hatte. Daher habe ich auf mein neue Email ein Account erstellt. Nach Überprüfung meiner Daten wie zb ausweisdokumente usw. Habe ich ein Email bekommen das alles verziefoziert ist und ich alles nutzen kann sowie Auszahlungen auch . Daraufhin wurde mein Account gesperrt.

Ich habe kein bonus beansprucht.

Nachdem mein konto gesperrt wurde habe ich direkt den Kundenservice kontaktiert. Die meinten wegen doppelkonto wurde mein Account gesperrt aber ich habe kein doppelkonto

Dear Laylaselinaali,

Could you please clarify why you decided to close your first account and for how long it was closed? Additionally, is there any communication or evidence between you and the casino regarding the closure of your first account? If so, kindly forward it to nikolas.b@casino.guru for further review.

Kind regards,

Nick

I closed my first account because I needed a break and assumed that I would not play any more, so I wanted the account to be blocked. It was a few months ago. I no longer have the history

Mein erstes Konto habe ich schließen lassen weil ich ne Pause brauchte bin davon ausgegangen das ich dauerhaft nicht mehr spielen werde deswegen wollte ich das das Konto gesperrt wird . Ist schon einige Monate her. Den Verlauf habe ich nicht mehr

Dear Laylaselinaali,

Thank you for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Thank you

Danke ihnen

What happens now, what are my chances

Wie geht es jetzt weiter, wie sehen meine Chancen aus

Hello, Laylaselinaali,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. For now, it is difficult to talk about chances. Let's wait for the casino's response and clarification.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Vulkan Vegas Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello Branislav,

The casino acted according to their T&Cs:

"5.5.

You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us and:5.5.1.

all transactions made from the Main and/or Duplicate Account will be made void;"

The player used to have an account gln**ri@yahoo.de till 13.03.2024 22:30:10 (UTC) when it got blocked.

The player used their second account for gameplay/bonuses.

Besides, there was a period when both accounts were active.

Regards

Thank you for the clarification, Vulkan Vegas Team.

I would like to repeat one of the important questions from my previous post. We would need all the necessary details/evidence supporting your claims and the casino's decision.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."

Could you please provide me with the following (with appropriate evidence):

• Registration dates of both user's accounts with more details about the activity (type of games and bonuses played) on those accounts, and the dates of the last activity + what exact activity it was (for example, only logging into the first closed account after the player was informed about the closure of his account, without any activity, is not considered the same as playing the same Live Casino game by both accounts at the same time, etc)
• If there was a period when both accounts were active - how exactly did the player abuse it or what unfair advantage did he gain by doing that; how did he benefit from registration of the second account?
• Personal details he filled in upon registration (both accounts), and if he filled in completely the same personal details (especially name, surname, and DOB) - how does the casino enforce on its side prevention from creating duplicate accounts if players use the same personal details for duplicate accounts and change only email addresses (which is not so unusual)?

Thank you. Looking forward to hearing from you.

I am glad that you are doing so much for me. Thank you, I hope we will be successful. In the end I have deposited a lot of money into this casino. Thank you

Kind regards

Das freut mich das sie sich für mich so einsetzen. Danke ich hoffe wir werden erfolgreich werden. Endeffekt habe ich in diese casino viele Gelder eingezahlt. Danke Ihnen

Freundlichen Grüßen

Hello Branislav,

The e-mail was just sent.

The player used different e-mails and different phone numbers to register multiple accounts.

Kind regards

Hello

First of all, I did not use multiple email addresses, there were only 2

My phone number has changed even after so many years that I have stored my current number, I also changed my number on my first account. When I registered for the second time, I changed my ID, driving license and bank card

Clever. I had no problems at all with deposits. As I said, the problem only arose when I wanted to withdraw my winnings. They could also block my account straight away, right? Without me having made a deposit.

Branislav I count on you. Everyone must get their rights

Hallo

Erstmal habe ich nicht mehrere Email Adressen verwendet, es waren lediglich 2

Meine Telefonnummer hat sich auch nach so viele Jahren geändert das ich meine aktuelle Nr hinterlegt habe, ich habe auch bei meiner ersten account meine Nummer geändert. Beim 2ten registrieren habe ich mein ausweis Führerschein und Bankkarte

Geschickt. Da hatte ich überhaupt keine Probleme bei Einzahlungen. Wie gesagt problem ist erst dan aufgetreten wo ich mir meine Gewinn auszahlen lassen wollte. Die konnten auch mein konto doch auch direkt sperren oder? Ohne das ich einzahlung getätigt hätte.

Branislav ich zähle auf ihnen. Jeder muss sein rechte bekommen

Hello

Is there anything new about the case?

Best regards

Hallo

Gibt es schon was neues zum Fall.

Liebe Grüße

Is there any news yet?

Best regards

Gibt es schon irgendwelche Neuigkeiten?

Liebe Grüße

Mr. Branislav, I would definitely be happy to hear something positive, I have also read through a few cases here of people who also have double accounts and their money was paid out successfully. This has given me great hope and trust in you, thank you very much for your efforts.

Herr Branislav, ich würde mich aufjedenfall freuen was positives zu hören, ich habe hier auch ein paar Fälle mir durchgelesen die auch doppelkonto Besitzen und bei denen wurden erfolgreich die Gelder ausgezahlt. Ich habe dadurch sehr große Hoffnung und Vertrauen an ihnen, ich danke Ihnen sehr für Ihre Bemühungen

Greetings all,

Dear Laylaselinaali,

I asked the casino representative for more details outside the thread, and I am waiting for another email with the requested.

Dear Vulkan Vegas Casino Team,

Can you please check my last email regarding the matter and answer with the requested information?

Thank you. Looking forward to hearing from you.

Thank you

Vielen Dank

Hello, is there any news yet?

Hallo, gibt es schon Neuigkeiten?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The explanations were provided via e-mail.

Kind regards

Greetings all,

Dear Laylaselinaali,

Thank you for your email.

There is still ongoing communication between me and the casino representative via email, where we are trying to find the best solution.

Dear Vulkan Vegas team,

Waiting for further details requested via email.

Thank you.

Thank you for your efforts

Dankeschön für Ihre Bemühungen

Dear Branislav

Some more info was provided.

Kind regards

Dear Laylaselinaali,

After gathering all the necessary information and extensive internal discussion with the team regarding the matter, unfortunately, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - the knowing and intentional use of multiple accounts. Based on the provided data, it is clear you knew about both accounts since the registrations, which happened within only a few days, while you altered the main details required upon registrations to bypass the casino's system settings and restrictions, using both accounts during the long period they were active simultaneously, which itself means a serious breach of the casino's Terms and Conditions. In addition, the information you provided changed several times, and it turned out that only your second account was blocked/closed, while the first one (the disputed account) was basically active for the entire time. As there was no withdrawal or KYC history on the disputed account, and it is not an industry standard for casinos to review such accounts due to possible duplicates, the casino identified all the circumstances upon the withdrawal request and KYC on the disputed account. However, the rules were breached much earlier by registration and use of both linked accounts, and you were not allowed to play at the casino anymore.

The casino acted in accordance with the terms and conditions you accepted upon registration(s), and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Vulkan Vegas Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru