The player's account got blocked for account multiplicity. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Vulcan Vegas Casino - The player's account got blocked.
Black points: 23
Amount: $125
Vulcan Vegas Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.4
Vulcan Vegas Casino has a Safety Index of 0.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
It started like this,
My husband got to know this casino around here, started playing in it and referred me, I created an account, sent all the necessary documents and started playing, I raised a nice amount with the free spins and such, I was all excited and decided to deposit to release the withdrawal option, I deposited which was quick and easy and made the withdrawal request, but then after the request, my account was blocked without notice, when contacting support, I was informed that my account was deleted and my money, my earnings don't belong to me anymore, because I broke their code of conduct for using duplicate account, but that's not true, we only use the same wi-fi, I'm feeling very wronged by all this, because I feel like they took what it was rightfully mine, why didn't they block it before deposit? , it was just asking for the withdrawal that I was blocked, my husband sent his documents and I sent mine, I want at least the money back that I deposited, I'm feeling that I fell into a scam I'm very sad, help me please !! !
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2 years ago
Hello Marilangela,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulcan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did send the documents before or after the withdrawal request? Did you husband claim any bonuses too? Since when is your account blocked?
Please note that this is a common rule in almost every single casino but of course we will need more information about the circumstances.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello, Thank you for answering, I had already sent some documents before the withdrawal, but they asked for others to withdraw, such as bank account, proof of deposit, proof of residence, photo of the bank statement, among others, my husband created the indicated account the bonus did not request withdrawal, remembering that he sent the personal documents also before me, my account is blocked since the 15/09th of this month first they will ask for many personal documents for the withdrawal and after approval of all of them in the verification they will they simply blocked my account saying that I had made multiple accounts, that I lost my account with all the funds without the right to a refund.
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2 years ago
Hello Marilangela,
So do I understand it correctly that both you and your husband had an account and you both used bonuses? Who was the first to create account and first to use any bonus?
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2 years ago
Translation
The first was him to use the bonus, when he had a balance of almost 500 reais he indicated the site, because we played in other slots together, like blaze, pokerstars and etc, I don't see what this has to do with the situation, no are accounts of the same person, now is it wrong to open two accounts using the same network? , I had never heard of this, even more knowing that we proved to be different accounts from different people, I just want my refund back, why didn't they block my husband's account? Just mine, you sending me a bonus email, and just a trap!
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2 years ago
Hello Marilangela,
We believe that as long as both of you can verify your identity, there shouldn't be an issue with the verification or the withdrawal.
I will forward your complaint to my colleague Branislav who will be assisting you from now on.
But please note that the casino has a very bad reputation and they might not respond or won't be willing to help at all.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
Thank you Nick, if I could at least receive the deposit refund request I would be extremely happy, if you need the prints of the conversation with support or other documents, I'm available!! Great day.
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2 years ago
Hello, Marilangela,
I am sorry to hear about your unpleasant experience and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible.
In the meantime, while we will be waiting for the casino's response, could you please provide me with all communications with the casino?
Now I would like to invite Vulcan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Vulcan Vegas Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get her account unblocked? 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.
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2 years ago
Translation
First attempt to chat with support, at that moment my data was all approved.
After that the chat ended.
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2 years ago
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Second refund attempt by contacting support.
He only replied: "dispose" as a final answer and the chat was ended.
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2 years ago
Thank you, Marilangela, for the provided screenshots.
Now let's wait for the casino's response and explanation.
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2 years ago
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’.
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2 years ago
Dear Marilangela,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
