The Slovenian player's account was suspended after their first bet due to allegations of having multiple accounts. The player denies this, stating the so-called duplicate account belongs to his girlfriend. Both accounts have completed KYC verification and despite providing additional identity proof, the casino refuses to reactivate the accounts or refund the deposit. The complaint was closed as it was sports betting related.
Vulkan.bet Casino - Player's account suspended over alleged multiple accounts.
Amount: €125
Vulkan.bet Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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10 months ago
I created my first and only account on site. After that, i submitted kyc documents, which were approved and my kyc was shown as completed, i also received email. After first deposit and won bet, my account was suspended. Support told me, i have multiple accounts and told me, my duplicate account is the one from my girlfriend, which also has kyc verification complete. Her account was suspended too. We both provided id to again show, we are 2 persons, even one male and one female, but casino denied our request. Casino refuses to refund my deposit, eventhough it is clear, their accusations are false and they just don't want to pay out the winnings.
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10 months ago
Hello kingtryndaslo,
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 since when is your and your girlfriend's account fully verified? Did any of you used any bonus in the casino? Have you ever played from the same device with both accounts? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Nick, thank you for your reply. My account was verified few hours after creating it and submitting documents. Yes, i used first deposit bonus for bets and after my bet won, my account was suspended. We never used same device to log in, but even if we did, whats wrong with that? If two people live together, or partners, they use same internet? Last time i spoke to casino was again providing id from me and my girlfriend, since they showed me the 'other email' i supposly used, but it's my girfriends, requesting an unban. My request was declined. Let me just add, that we are both signed up to multiple online casinos and there never was an issue. Like, how can you state that a kyc verified account from another person is a duplicate of your own.
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10 months ago
Dear Nick, i just received a new reply from casino, claiming that i abused bonus with casino wager. This is complete nonsense, because i used betting bonus, which is even impossible to wager on casino games. I created new account, completed verification, deposited and placed 2 bets. I never used casino games.
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10 months ago
And this is the original response, so they switched from multiple acc accusation, to casino abuse.
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10 months ago
Hello kingtryndaslo,
Did you claim any bonus within the casino? Either a slot or sports betting one?
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10 months ago
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Nick
