Vulkan.bet Casino - Player account has been locked due to multi-accounting.

Good morning,

I wanted to file an official complaint against this casino because I believe I was treated unfairly and my balance was confiscated unjustly.

The casino blocked my account yesterday, originally citing terms and conditions clause 12.5 as the reason - The Company reserves the right to delete your account (including username and password) immediately and without notice when: 12.5.1 for any reason we decide to discontinue providing the service to you or not at all.

This email also stated that I could pay the remaining balance.

So I contacted the chat and the consultant confirmed that I could withdraw the funds and then my account would be blocked. I also received information that there is no limit for a single withdrawal, so I canceled the previously ordered partial withdrawal of PLN 1,000 and ordered again the entire balance of approximately PLN 9,400 (I don't remember the exact ending because it was a few zlotys and groszy above the amount I provided). However, about 2 hours later I received another email from the casino saying that the account had been blocked for violating rule 5.5.4. - creating multi-accounts.

I immediately wrote to the casino in the chat to explain the situation because I was sure that I had not created more than one account and was informed that the funds would not be withdrawn and that the login details matched the other account, but they did not want to provide me with further information.

After a long discussion, when I had no intention of giving up and asked for information about the alleged second account, I received information (e-mail address of the alleged second account) and what was my surprise when it turned out that the account belonged to my sister-in-law, with completely different details. , as well as the fact that we live in different households and have not violated the one-account-per-household rule in any way.

I will add that both accounts have passed KYC verification, have been active for some time and such a problem has never occurred before.

I tried to explain this amicably with the casino's customer service department via live chat and prove that the reason given is incorrect and the funds I have in my account should be paid to me. I do not expect the account to be completely unblocked, because as I said, I received an email giving a different reason and I understand that the casino has the right to stop providing me with services, but I consider it a great injustice that they changed the narrative and the reason, trying to keep the money I won, and the alleged multi-accounts belong to up to 2 separate people living at a completely different address and, as I have already mentioned, both accounts have undergone KYC verification, confirming both our personal data and address details.

I hope you will be able to help me with this situation.

Finally, I will only add that I am not sure whether the "username" provided in the sheet below is correct, because I have always used my email address to log in to the casino.

Yours faithfully,

Kamil Z*****

Dear Zbyniuballer1988,

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.

• Do you and your sister-in-law share any of the following: personal info, household or email address, telephone number, same payment account number, IP, or device?
• Have you received any winnings from this casino and was your account fully verified?

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,

Firstly I wanted to thank you for your quick action.

To answer your questions:

1) No we do not share any of those information, we have different personal info, live at different addresses, uses different email addresses and phone numbers, both of us have separate banking account and we do not share any devices, therefore I don't think we could use same IP address as well, because I have never logged in to my account when I was visiting her and vice versa.

2) My account was fully verified, I provided all required documentation. I also made couple deposits before and was able to withdraw my winnings without any issues. I have forwarded email which I have received after successful KYC verification, to email address provided.

I'm sorry for the late reply. Thank you very much, Zbyniuballer1988, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Zbyniuballer1988,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan.bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan.bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's disputed winnings been confiscated and the account blocked/closed? What steps should the player take to unblock the account and/or withdraw the winnings? 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?

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

Thank you in advance for providing the information.

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.

I wanted to give you quick update as I can see no one from casino answered as of yet.

This morning I have tried to log into my account on casino website and to my surprise I was able to log in. I have not received any communication from them about account being un-banned or anything, so it was just pure luck I decided to check.

Money were still on my account, so I have applied for withdrawal.

I will keep you updated and let you know if withdraw was successful or if like last time after applying for withdrawal I will receive email from casino about account ban with another changed reason which will not allow me to withdraw money.

Alright, Zbyniuballer1988. Thank you very much for the update.

I will leave the timer run like this, for the casino. Feel free to provide an update once there is any progress or news.

Thank you for your action as it seems that worked. I know casino did not responded on complaint (still don't understand why), but my account has been unblocked to allow me to withdraw money.

After I applied for withdrawal this morning, account was blocked again, so I spoke to them on their live chat and the reason they have provided was the original one "12.5 - The Company reserves the right to delete your account (including username and password) immediately and without notice when: 12.5.1 for any reason we decide to discontinue providing the service to you or not at all." which opposite to incorrectly applied earlier reason "5.5.4. - creating multi-accounts", allowed me to withdraw my winnings.

I can confirm that I have already received notification from my bank that withdraw from casino has been received and were added to my bank account balance.

Once again thank you very much as I believe that my complaint and your involvement helped me to retrieve my money.

Hello, Zbyniuballer1988 and CasinoGuru team!

While it was initially intended to block the account in accordance with sections 12.5 and 12.5.1 of the rules, a subsequent data interpretation error occurred, leading to the current situation. After your inquiry, an investigation was conducted, following which adjustments were made. As of now, the funds have been transferred to the specified payout account, and the account has been blocked.

We apologize for any inconvenience caused and wish you all the best!

What great news, Zbyniuballer1988!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved (all obligations were fulfilled), I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you too, Vulkan.bet Casino team, for your cooperation, additional clarification, and willingness to review the matter in detail once again and reconsider your initial decision. We highly appreciate it.

Best regards,

Branislav, Casino.guru