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Dear daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached one of the main rules. Most casinos don’t allow creating multiple accounts per person, which is also mentioned in the General 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 may be immediately closed by us and:

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

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

Do I understand correctly that you are aware of opening more than one account? Have you accumulated your winnings with or without an active bonus?

If there is any other relevant communication between you and the casino (except for the attached screenshots), please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

The first account was deleted on December 14th, 21st, which is proven by the support mail. I never had 2 accounts at the same time, nor did I get any bonuses etc. twice. I had the first one deleted because the support was not able to to change my email addy. I only made the new registration when the old account no longer existed. and that doesn't justify stealing 320 € from me.

Das erste konto wurde 14.12.21 gelöscht was die mail des support beweist.ich hatte zu keiner zeit 2 konten gleichzeitig,genauso wenig hab ich mir irgendwelche bonis usw. doppelt erschlichen.den ersten hab ich löschen lassen weil der support nicht in der lage war meine email-addy zu ändern.die neue registrierung hab ich erst gemacht als der alte account nicht mehr existiert hatt.und das rechtfertigt nicht mir 320€ zu stehlen.

Thank you for your reply, daniel. Could you please clarify when exactly you opened the second account?

27.12.21

12/27/21 almost 2 weeks after the deletion

27.12.21 also knapp 2 wochen nach der löschung

Thank you very much daniel for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Daniel,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.

Ok, thank you very much for your help.

Ok,recht herzlichen dank für ihre hilfe.

The accounts can stay blocked, I just want my money, nothing more.

Die konten können gerne gesperrt bleiben,ich möchte nur mein geld,mehr nicht.

Thank you Vulkan Vegas Casino team for your reply and explanation.

Dear Daniel,

Based on the arguments and evidence provided by the casino, I'm afraid, you are not eligible for the winnings. By creating multiple accounts you broke the casino's T&Cs and therefore your complaint will be rejected. If you disagree with our decision, I recommend turning to the Curacao Gaming Authority (certria@gaminglicences.com). Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter