The player from Poland faced account blockage due to alleged multiple accounts, although he stated that he only had one verified account. VulkanBet had blocked his account and refused to release his 13,000 PLN winnings, claiming that other accounts were created by his friend. The Complaints Team concluded that since the friend had used the player's device to register multiple accounts, it was deemed impossible to prove that these accounts were not created and used by him. Consequently, the complaint was rejected based on the casino's terms regarding duplicate accounts.
Vulkan.bet Casino - Player's account has been closed.
Amount: 13,000 zł
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
Public
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3 months ago
Translation
Hello. My account has been blocked due to multiple accounts. However, I only have one account, which I verified with my ID card. Those other accounts were created by my friend, who was concerned about his data. However, those accounts were not verified because I did not give him my ID card. I don't think he made any deposits either. But VulkanBet blocked my only account that I was using and on which I made a deposit, the account I personally verified with them. And they refuse to pay me 13,000 PLN.
Automatic translation:
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3 months ago
Dear sznycelgra,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Vulkan.bet Casino and this is what I found:
5.5. You may only open a single account ("Main") at the Website. Any other account you open on the Website will be considered as the "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:
5.5.1. all transactions made from the Main and 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 returns, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited from you and may be reclaimed by us, and any funds withdrawn from the Duplicate account shall be returned to us on demand.
Could you please confirm if your friend used the same device (computer, mobile phone) or IP address as you? Has he used any bonuses on his accounts? Did he create his accounts in your name?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
Hello. Unfortunately, my friend used my devices. I don't know if he used any bonuses... he didn't act on my behalf. He didn't create accounts in my name because I'm a big boy. He simply used my data. But without an ID. He said that these accounts weren't even verified.
Automatic translation:
Public
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3 months ago
Thank you for your response. Unfortunately, I have some bad news for you. Since your friend used your device to register multiple accounts in your name, it's almost impossible for us to prove that these accounts were not created and used by you. When playing in an online casino, players are only allowed to create one account. Duplicate accounts are usually penalized, even if the player's intentions are good and it's just an honest mistake. Furthermore, it's the player's responsibility to ensure that no one else has access to their device and uses it to create multiple accounts in the same casino where they play.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am 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.
