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Hello casino guru, I come to you because this casino closed my account, indicating that I have multiple accounts. I mean that I only have one and created and verified by me. However they used my wifi to create another account that is not in my name or verified with me. For this reason they closed my account without the option to withdraw my money, which is 150 dollars. I ask them for help to see if they can send me my money, because if they don't give it to me they would be stealing said money from me. Please help me with this.

Hola gurú casino, acudo a ustedes porque este casino cerro mi cuenta, indicando que tengo múltiples cuenta. Quiero decir que yo solo tengo una y creada y verificada por mi. Sin embargo usaron mi wifi para crear otra cuenta que no está a mi nombre ni verificada conmigo. Ellos por este motivo cerraron mi cuenta sin opción a retirar mi dinero que son de 150 dólares. Les pido ayuda a ver si ellos pueden enviarme mi dinero, ya que si no me lo dan me estarían robando dicho dinero. Por favor le pido ayuda con esto.

Dear sandraromero2294,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you verified your account successfully in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello. As I indicate in the complaint, my nephew connected to my internet and he created an account in said casino, yes. I know and without my knowledge of it. He verified if his account had no bonuses or anything else, he didn't even play, and the fact that he created that account on my Wi-Fi has damaged my account and they deleted it, it's really not my fault that he created an account in his name. However, their terms say that you can create only one personal account, and I only have one, and my nephew who created his account is also in his name. Although it was created without my consent, it is an account that is not in my name. 🙁 Please help my money is wasting

Hola. Cómo indico en la queja mi sobrino se conectó a mi internet y el se creó una cuenta en dicho casino esto si. Yo saber y sin mí conocimiento del mismo. El verfico si cuenta no tenía bonos ni nada es más ni tan siquiera jugaba, y que el haya creado esa cuenta de mi wifi ha dañado mi cuenta y la eliminaron, de verdad no tengo la culpa que el haya creado una cuenta a su nombre. Sin embargo los términos de ellos dicen que se puede crear solo una cuenta personal, y yo solo tengo una, y mi sobrino que se creó su cuenta también está a su nombre. Aunque se haya creado el sin mi consentimiento es una cuenta que no está a mi nombre. 🙁 Por favor ayuda mi dinero se está perdiendo

Thank you, sandraromero2294, for the clarification. Could you please confirm and advise on the following facts?:

• Your account was created prior to that of your nephew's.
• Your account was successfully verified in the past.
• Were your winnings accumulated with or without an active bonus?
• Do you and your nephew share the same household address, device, or payment method?

Looking forward to hearing from you.

Hi, I couldn't tell you if my nephew created it before me or not. But I assume not. We don't share the same cell phone but I have lent him my computer to do homework and I don't know if he used it to open his casino. My account was verified, my earnings are without any bonus. I never reloaded with a bonus, it was always full money. We do not have the same payment method even if you live in front of my house.

Hola, no sabría decirle si mi sobrino la creo antes que yo o no. Pero asumo que no. No compartimos el mismo celular pero yo le he prestado mi computador para que haga tareas y nosé si haya usado para abrir su casino. Mi cuenta si estaba verificada, mis ganancias son sin ningún bono. Nunca recargué con bono siempre fue dinero íntegro. No tenemos mismo método de pago aunque si vive en frente de mi casa.

Hello sandraromero2294

Does your nephew use the same very phone - Xiaomi Poco X3 GT?

Regards

No he has not used that device. That's my phone, I don't know what phone he has.

No el no ha usado ese dispositivo. Ese es mi teléfono nosé que teléfono tenga el.

Dear sandraromero2294,

Please try to find out from your nephew when he created his account.

If your account was created before his, you never used bonuses and there's no other match than IP address we should be able to help you to recover your winnings.

Hi Petronela, I just spoke with my nephew, he just showed me an email that he registered at the casino before me. He did it in February. And I did it in March, it should be noted that I had no idea that he registered, much less that he used my internet for said purpose. I never used any bonus because those bonuses do not allow you to withdraw or you have to meet many requirements to be able to withdraw so I never used a bonus. How do I say I used the casino several times. And I had no problem and from one day to the next they shut me down for what I had told them. Please help me get that money back please.

Hola petronela, acabo de hablar con mi sobrino, el me acaba de mostrar un correo de que se registro en el casino antes que yo. El lo hizo en febrero. Y yo lo hice en marzo cabe indicar que no tenía idea de que el se registro ni mucho menos que haya usado mi internet para dicho cometido. Yo nunca use ningun bono porque esos bonos no dejan retirar o hay que cumplir muchos requisitos para poder retirar así que nunca use bono. Cómo digo yo use el casino varias veces. Y no tuve problema y de un día a otro me cerraron por lo que le había contado. Por favor ayuda a recuperar ese dinero por favor.

Thank you very much, sandraromero2294, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, thank you very much, I hope to receive my money soon. Because it's not fair that they suspend my account and take my money

Hola muchas gracias, espero pronto recibir mi dinero. Porque no es justo que suspendan mi cuenta y se lleven mi dinero

Hello, sandraromero2294,

I am sorry to hear about your unpleasant experience. I will try my best to resolve the issue as soon as possible. Now I would like to ask Vulkan.bet Casino's representative for details.

Dear Vulkan.bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello,

Can you please let us know who the account pedro****adorc17@gmail.com belongs to?

Thank you!

Hello, I hope you can help me with what the casino asks, I just have to add that this account does not belong to me so I don't care if they ban it, I am interested in my account sa************ 94@gmail.com and of course my money that they took, closing my account completely without letting me withdraw.

Hola espero que me ayuden a lo que pregunta el casino solo debo agregar que esa cuenta no me pertenece así que no me importa si la banean, a mí me interesa mi cuenta sa*************94@gmail.com y por supuesto mi dinero que se lo llevaron cerrando mi cuenta por completo sin dejarme retirar.

Greetings all,

Dear sandraromero2294,

You mentioned that your nephew showed you the email confirming he registered earlier than you.

What email did he use for signing up at the casino, please?

Hello dear, if he showed me the email and its creation was before mine and I mean that without my consent to use my wifi. His email is pedro****adorc17@gmail.com. My account did not have bonuses or anything. All the money in the account, which is approximately 150 USD, is mine from deposits.

Hola estimado, si el me mostró el correo y su creación fue antes que la mía y quiero decir que sin mi consentimiento de usar mi wifi. Su correo es pedro****adorc17@gmail.com. mi cue ta no tubo bonos ni nada. Todo el dinero de la cuenta que son unos 150 USD aproximadamente son míos propios de depósitos

Dear Vulkan.bet Casino Team,

Can you explain to us where were your questions directed and why? Could you please also look at my post from April 21, 2023, reply to my questions, and possibly send me the requested data and details?

Hello!

Both accounts, pedro****adorc17@gmail.com and sandra.rome******@gmail.com were using the same Astropay One Touch wallet +593*****7113 several times on each account.

Also both accounts used the same devices to log in, Xiaomi Poco X3 GT and Windows 10 desktop device, several times on each account.

These facts indicate a violation of the paragraph 5.5.4 of the T&C's, which in turn leads to the closure of accounts.

Thank you for the additional information, Vulkan.bet team.

Dear sandraromero2294,

Can you please confirm the information about the same devices and the same payment method that were used by both the connected accounts? If it is like that - are you aware that it means a serious breach of the casino's terms and conditions and that your account probably would not pass verification anyway, which is the main condition for withdrawing any winnings?

Dear sandraromero2294,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Hello, good afternoon. This is false, first of all the number +593*****7113 is an Ecuadorian number and Ecuadorians do not handle Argentine pesos. So you can not deposit from an Ecuadorian astropay that is my nephew's and I don't know how to deposit. For my part, I use my own astropay and my Skrill account. I want to add that I no longer have access to the ASTROPAY account, I decided to close it. Also note that they as a casino if an ASTROPAY account is used for a particular account, it can no longer be used to deposit in another casino account and they know it. Also, the only thing I want is that they return my money, my deposit, since what they are really doing is stealing from their players, adding unfair terms and conditions that say that they are not obliged to return the money. That is to say that they can rob us and nobody tells them anything. I just want my money and have it sent to the Skrill account that is linked to the casino since I no longer have astropay.

Hola buenas tardes. Esto es falso, en primer lugar el número +593*****7113 es un número de ecuador y los ecuatorianos no manejan pesos argentinos. Por lo que no se puede depositar desde un astropay ecuatoriano que es el de mi sobrino y nose como el deposite. Yo por mi parte utilice mi propio astropay y mi cuenta de Skrill. Quiero agregar que la cuenta de ASTROPAY ya no tengo acceso decidí cerrarla. Además acotar que ellos como casino si una cuenta de ASTROPAY es utilizada para una cuenta en particular, ya no se puede usar para depositar en otra cuenta de casino y ellos lo saben. Además lo único que quiero es que me devuelvan mi dinero mi depósito ya que lo que están haciendo verdaderamente es un hurto un robo a sus jugadores, agregando términos y condiciones injustos que dicen que ellos no están obligados a devolver el dinero. Es decir que ellos pueden robarnosy nadie les dice nada. Yo solo quiero mi dinero y que lo envíen a la cuenta de Skrill que está vinculada al casino ya que astropay ya no poseo.

Dear sandraromero2294,

I am sorry for the delay.

However, I am afraid my questions have not been answered at all. Therefore, I would like to repeat them.

"Can you please confirm the information about the same devices and the same payment method that were used by both the connected accounts? If it is like that - are you aware that it means a serious breach of the casino's terms and conditions and that your account probably would not pass verification anyway, which is the main condition for withdrawing any winnings?"

As for your claims, I am not sure if I understand a connection with this complaint. Ecuador uses USD, and the casino accepts this currency. Even if it would not, it is not a problem to make a deposit using an Astropay account assigned to any phone number. Funds would be transferred to the currency you selected at registration based on exchange rates. In addition, a payment method can be used in more than 1 casino account. But, then a problem with the verification occurs, and a player risks a loss of their funds due to it. It is strictly forbidden, but casinos are not able to find it out earlier than upon a withdrawal request, KYC process, or manual checks of a casino account. They are not obliged to verify the accounts earlier or during registration.

Also, please note we are not talking about unfair Terms and Conditions. The applied rule is an industry standard and is commonly applied in the vast majority of online casinos.

Can you please confirm that the Astropay account +593*****7113 belongs or belonged to you or your nephew? Please note it does not matter if you closed it or not. If it was used for deposits made to your casino account, you are obliged to verify this payment method to complete the verification/KYC.

Hello, I want to indicate that said number is not mine, I did not deposit with it either. That number belongs to my nephew, which is not mine. I want to attach the photo of my astropay that I attached to pass the kyc with the casino which was successful. Besides that it is a screenshot of my computer. In which the date of capture and time is stated. In addition to the number and my full name along with the email.

With this I show you that the kyc I made is with my astropay account from which I sent the money.

Hola quiero indicar que dicho número no es mío, tampoco deposité con el. Ese número es de mi sobrino del cual no es mío. Yo quiero adjuntar la foto de astropay mío que adjunte para pasar el kyc con el casino el cual fue exitoso. Además de que es una captura de pantalla de mi computadora. En la cual consta fecha de la captura y hora. Además del número y mi nombre completo junto con el correo.

Con esto le demuestro que el kyc que hice es con mi cuenta de astropay de la cual envié el dinero.

Thank you for the additional explanation, sandraromero2294.

However, the provided screenshot does not prove anything without complete communication between you and the casino with all the provided documents and data you sent to the casino and a confirmation email of your successful verification. It just confirms you are the owner of some payment method, which is irrelevant in this case.

Dear Vulkan.bet Casino team,

Since we are stuck here spinning in a circle while it is still about the complainant's claims against yours, let's do it in a different way and move forward. Allow me to please repeat a part of my first post because it seems there is no other way for how we could resolve it.

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

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Are you please able to provide me with the relevant evidence supporting your claims and the data matches mentioned above?

It is the only photo I have and it is the photo that shows that this is my astropay, and it is the one I use for payments. And therefore it is impossible that I have used a different astropay than mine. And I am glad that you have asked for proof of screenshots or videos that you send that I register a different stropay than the one that I send as a capture

Es la única foto que tengo y es la foto que evidencia que esa es mi astropay, y es la que use para los pagos. Y por tanto es imposible que yo haya usado un astropay diferente al mío. Y me alegra que le haya pedidos pruebas capturas de pantallas o vídeos que envíen de que yo registre un stropay diferente al que envíe como captura

Hello, Branislav!

The data has been sent to you email. Please check it

Hello friends. I took the audacity to ask my nephew to record the screen of his cell phone showing his astropay account and indicate if any deposit was made with that account and you can see that no deposit was made to the casino from the astropay account +59 ******7113. Received payments from VulkanBet but I don't know deposit from said account. I will send video by email

Hola amigos. Me tomé el atrevimiento de pedirle a mi sobrino que grave la pantalla de su celular mostrando su cuenta de astropay y que indique si es realizó algún depósito con esa cuenta y podrán ver que no se realizó ningún depósito al casino desde lla cuenta de astropay +59******7113. Recibió pagos de VulkanBet pero no sé depósito desde dicha cuenta. Enviaré video por correo electrónico

Thank you for your email and the provided data, Vulkan.bet Casino team.

Dear sandraromero2294,

I was provided with the data and evidence supporting the following:

• Both linked accounts used the same IP/device, and it was not only a one-time occasion - a particular phone mentioned above and a desktop device with Windows 10
• The +59******7113 number was used by both linked accounts (sandra.ro******94@gmail.com and pedro*******17@gmail.com) - several times

On the other side, it looks like you provided us with a screenshot of your Astropay account associated with a phone number that is irrelevant to this case. Allow me please to ask you a few more questions.

Since the matches are obvious and clear, and in the given circumstances, it would be extremely difficult or even impossible to prove that the accounts were not used by 1 person, how do you imagine your verification, please?

If you did not use bonuses in your account, what was the purpose of registration and depositing to the casino?

Who is the owner of the +59******7113 phone number/associated Astropay One Touch e-wallet used in both accounts?

Hello. I repeat the number that mentions I don't know a single penny deposit. What is the reason for depositing, I deposited to play and they can show the game history, the bonus is only optional and I don't want bonus I don't like to play with bonus. And I repeat, this number has not been deposited, perhaps it is in both accounts due to an error but it has not been deposited. What's more, they surely did not send you any DEPOSIT capture of that number. 100% secure because it is not my deposit number. What's more, if they add a capture that I deposited from that number I myself assume the error but it is that there is no such deposit. And even so, if it existed, they would be stealing money that does not belong to them. And I'm only asking for my money back, it's what I want but since they are thieves who steal money they will do anything. I repeat, if they have a photo of a deposit of even a single cent, I withdraw the complaint. Rather, they give me my money back, that's what I want, my money, not that they reopen my account

Hola. Repito el número que menciona no sé depósito ni un solo centavo. Cuál es el motivo de depositar, deposité para jugar y ellos pueden mostrar el historial de juego, el bono solo es opcional y yo no quiero bono no me place jugar con bono. Y repito no se ha depositado de dicho número, quizás está en ambas cuenta por un error pero no se ha depositado. Es más, ellos seguramente no le enviaron ninguna captura de DEPOSITO de ese número. 100% segura porque no es mi número para depositar. Es más, si ellos agregan una captura de que yo deposité de ese número yo misma asumo el error pero esque no existe tal depósito. Y aún así si existiera ellos se estarían robando dinero que no les pertenece. Y yo solo estoy pidiendo la devolución de mi dinero, es lo que yo quiero pero como son ladrones que se roban el dinero cualquier cosa ellos harán. Repito si ellos tienen una foto de depósito de aunque sea un solo centavo yo retiro la queja. Sino que me devuelvan mi dinero eso es lo que quiero mi dinero no que me reabran la cuenta

Dear sandraromero2294,

I can assure you my previous post and claims are fully supported by data and evidence provided by the casino. Otherwise, I would not have shared such information with you. For understandable reasons, I will not disclose details, but it is clear that 8 deposits to your disputed casino account and 9 deposits to the linked account contained the same phone number mentioned above, which indicates using of more than 1 casino account by 1 person as well as depositing to the account from someone else's payment method. Even if you did not use any bonuses on your account, successful verification is a must to be able to withdraw any funds from your casino account, and in this case, it is not possible to complete it. Considering the provided evidence, it would be very difficult or likely impossible to prove anything else.

Therefore, after gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified. There are reasonable grounds to believe that your account was engaging in suspicious activity and was not used for gaming purposes, or there are even signs of possible money laundering. The casino acted in accordance with its terms and conditions, 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. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru