Vulkan.bet Casino - Player’s account has been closed due to alleged violations.

Good Afternoon,

pardon if i dont make myself clear as english is not my fisrt language.

the website https://vulkan12.bet deleted my acc.

I received an email after trying to withdraw saying that i violated their terms and conditions(8.3) for using somebody else method of payment.

Knowing for a fact that i only used my cards i know this information is wrong and tried to log in, blocked acc.

went to chat and they informed that plus the usage of multiple acc was the reason they deleted my acc.

once again i am 100% sure i only have this acc and only used my cards for deposit and withdraw.

i had close to 500 euros in this acc counting with open bets.

i dont know what prints you would like me to attach but ask anything and i will.

could you please help? is my money gone? was i scammed?

Hello emanuelzhenriques,

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

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Please forward the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Good morning,

So to give you better perspective, i used the acc just over a month, i made a deposit, believe i lost made another by Binance. managed to withdraw  twice the value of 99 euros.

when it comes to verification, i think in the beginning i had to verify my phone and my email before i was able to bet.

about 2 days ago i noticed i was no longer able to bet same amounts so i tried to withdraw  about 100 euros because it was pointless to have it if i wont be able to bet it. as i did i received notification that i should submit my docs before, sent me an email with what they needed and i was happy to do so, uploaded a few photos with my face card(from withdraw) print from binance where they ask for a specific deposit( on the print show different value due to binance fee) my last utility bill and some more.

I was able to see that i had checkmarks on all the photos i uploaded, so i went to speak with chat asking if everything is there since i cannot see what i already uploaded and i wanted to be sure everything was there and in accordance to them so i could withdraw my money.

chat said due to privacy policies he didnt have access to it and would forward it to another department.

During this same day(yesterday) i kept putting some bets as it was still possible until i got logged out of my acc and blocked.

i went to check the chat history and the one i had in english( the first after acc was deleted) this conversation was deleted, as for the the second i still have it but it is in portuguese since the english chat was only able to answer with templates.

if you wish i can send you prints of the conversation in portuguese, not sure if it will help.

Is there anything you guys can do to help? was i scammed?

Hello emanuelzhenriques,

Please forward the conversation to nikolas.b@casino.guru (no matter in what language).

Were you playing sports betting or casino games?

Well im not sure if it matters or not at this point, still waiting on some help from you guys but i will still update you on whats going on.

I got contact from Vulkan by email, they said i was using multiple acc, they say they can see i deposited with my wallet in multiple accs, the things is, the first and only time i used crypto in my life was to use vulkan, i created a binance acc just so i could deposit in vulkan, so i made a total of 2 withdraws from my binance, both to vulkan and no deposits in all its history, i send them both trackids as well as a print from my binance with the history of my withdraws and deposits as well one showing that acc email, that is the same i use for vulkan.

information is public, they can access it if they want to.

Would appreciate if you could help me, this is nonsense whats happening.

thank you

Emanuel He****

Hi again,

to update you guys, still no response from them. Has Casino Guru tried to reach them?

all the best

Emanuel

Dear emanuelzhenriques,

Did you also forward the e-mail to me? If yes, from which address as I could not locate it.

We did not contact the casino yet as we need to gather as much information from you as we can.

Good morning,

yes i sent to the email above, it was not finish so i guessed it would finish in .com , ill leave a print for you to see, if it is the wrong e-mail, can you please write down your full email adress?

thank you

Emanuel

Hello emanuelzhenriques,

Sorry, the mistake was on my side, the e-mail should be nikolas.b@casino.guru

No problem, i hope we got it right this time, email should be on your side.

Plz update me as soon as possible as im still waiting for a reply from vulkan

ty

Thank you emanuelzhenriques for all the information provided. As we need further information from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello emanuelzhenriques,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Vulkan.bet Casino to join the conversation.

Dear Vulkan.bet Casino,

Can you please furnish us with further information along with supporting evidence regarding the player's supposedly multiple accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Good afternoon!

Detailed information confirming the reason for the account block has been sent to michal.k@casino.guru.

Thank you.

Thank you for all the provided information and evidence, Vulkan.bet Casino Team.

Dear emanuelzhenriques,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts associated with the same crypto wallet, and placing the same bets on the same events. All these findings cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules as was communicated to you previously.

While you are welcome to express your disagreement with our decision and escalate your complaint to the licensing authority if you choose, we regret to inform you that we cannot offer any additional assistance regarding this matter.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru