Vulkan.bet Casino - Player’s accounts have been blocked for ‘multi-accounting’.

I was already betting on this casino, using their bonuses and made depos and wds. I told my boyfriend about their super nice only 10x wagering deposit bonuses to try it himself. After his 1st depo and placing a bet that didnt have anything to do with my bets they permanently blocked our accs due to ''multi acc''. We live on 2 different adresses and we are 2 different people from 2 different households. I had to do personal KYC to take a photo for them with that day's date written on a paper my email and a document in my hand, which clearly proves we're 2 different people. I thought the issue was maybe im auto sign in on his wifi when i visit him and maybe that was the problem. A stupid mistake we all forget about and explained them if this was the issue. When i Asked them to specify what was the reason we got banned, they went from ''multi acc'' to me abusing their bonus and using bonus balance for sportbets to further wager on casino games which is impossible there since this is sportbetting site and i did not do that. Both accs banned right after we had balance to WD and i just finished wagering my bonus and he won his bet. Non of this fair to a user. Inserting proofs with screentshots from email from out convo.

Dear veneravenus115,

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 boyfriend have any shared details, such as an email address, telephone number, payment method, or device?
• Has your account been previously verified, and have you received any winnings from this casino?

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 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. No we have NO shared details. Different phone/number, different email, different device, different payment method.. The only thing i could think of that could be the issue was that my phone connected to his wifi when i showed him my bets at his place.
2. Yes my account has been verified previously and i have received winnings. I made quite some depos and wds already, no issues. But i wasnt in overall profits when my acc got banned. I would have a little profit if i could wd my funds before the ban

Thank you

I mean we both made deposit through ''binance pay'' cuz we use crypto but we used again different binance accounts.

I asked how these 2 explanations are corelated, not even asking to unban my account or anything yet and i just get an ignorant resposne like this, lol.

Thank you very much, veneravenus115, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

thank you

Hello veneravenus115,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vulkan.bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Vulkan.bet Casino,

Can you please provide further insight into the reason for blocking the player's account(s)?

Kind regards,

Adam

Thank you 🙂

Good afternoon, veneravenus115 and CasinoGuru team!

We appreciate that you recommended our site to another person. However, we have discovered some facts about both accounts that indicate duplication, which is a violation of our rules.

Here is some information:

Both accounts were logged in from the same Android device.

Logins occurred from the same IP address and from IPs within the same Subnet.

The phone numbers listed in the profiles of both accounts differ by only one digit.

Both accounts were using the same payment method for making deposits.

The same promotion, the Betting Welcome Bonus, was used on both accounts.

Similar wagering strategies were employed on both accounts, involving bets on opposite or close-to-opposite outcomes within the same markets.

Thank you

Thank you for your response Vulkan.bet Casino.

Can I please ask you to provide supporting evidence of the above to my email, adam.m@casino.guru?

Kind regards,

Adam

Hello thank you for getting into more detail here. As i already said we’re boyfriend and girlfriend.

1. we have private 2 main phones and 2 business phones, if one used accidentely others phone, i’m sorry just happens when you’re with someone for 8y
2. i clarified IP that i surely connected to his wifi when i was there
3. Lol, we have both verified phone numbers, ofcourse they differ by one digit, we went together to get phones at "hot mobil" - Hofer here in slovenia and chose similiar number, cuz its fun, we’re together wtf 😂
4. yes we have crypto and use binancepay to deposit them online whats wrong with that?
5. ofcourse we used the welcoming bonus, who doesnt use that when he signs up, but he used it weeks later than me? When he signed up
6. ofcourse we have SIMILIAR strategies we learn and talk to eachother, we still didnt use SAME strategies or counter lol

We can as well provide KYC here as well with personalised handwritten things, so that you see once again. You just ban cuz u assume things, when payers make personal KYC for you that clearly show they’re 2 different people. Multi account is one person making and using 2 accounts 🙂

I’m sorry its hard to coordinate and be careful with things like phones, internet, when you’re together everyother day and sleep at each others place. If we could sort this out we would put the most effort to not fuck up again. Like my phone auto connects to his wifi when ever i go by his freaking window haha

2 different binance accounts were made to deposit*

Thank you for your comments, veneravenus115.

We will await the evidence from the casino.

Kind regards,

Adam

Thank you for your email, Vulkan.bet Casino.

Dear veneravenus115,

We have received supporting evidence from the casino regarding the use of multiple accounts. It shows that the same device has logged into both accounts from the same IP address on numerous occasions.

While your explanation that you sometimes connected to the casino using your boyfriend's internet connection is supported by this, there is also clear evidence that bets have been placed on opposite outcomes of sports events.

Can I ask for you to comment on this?

Kind regards,

Adam

What do you mean on numerous occasions, my bf made one or 2 bets and then acc was closed. I don't even think he had acc more than 2 days?

And yes, i wrote i showed him my bets, so if he did same ones, then i apologise i didnt even know that. I know my bets not his

Hello veneravenus115,

Once more, I believe that it could be the case that your explanation is plausible regarding the use of multiple accounts, and that one is yours and one is your boyfriend's. However, both accounts have made sports bets on opposite outcomes of an event, and because of this, the casino is not willing to pay the winnings.

We do not currently investigate complaints regarding sports bets, and at this point we would usually reject the complaint based upon this, but the casino has offered to return the last deposit as a compromise.

On one account the last deposits were for 615 EUR, but as 785 EUR was withdrawn after these deposits there's nothing to return here. On the other account there was one deposit for 125 EUR, so this deposit would be returned. Both accounts will be permanently closed after this withdrawal.

Please let me know your thoughts on this.

Kind regards,

Adam

Okay, i agree with that. Do i provide you with the adress for refund or will they return on the adress it was deposited with? I mean im sad i really enjoyed the site but im happy we came up with the compromise..

I have one more suggestion, since all the complications happened after i brought my boyfriend, if casino would consider perma banning my bf and leaving my acc that would be awesome, but i understand if not after all the complications.

thank you very much for your and Vulkans time, love ya both ❤️

btw.. are you sure on other acc there was nothing from deposit.. i think ive had 400€ left and that was not all winings? Wds are 250€ per day, so that 700€ was from before? And we talking about last depo? I know i made alot of depos..

Hello veneravenus115,

Yes, it is the last deposit that we are talking about.

Dear Vulkan.bet Casino,

Can you please clarify the amounts and provide further instructions to the player regarding making the withdrawal?

Kind regards,

Adam

Good afternoon, veneravenus115 и Casino Guru team

Here is the plan of further actions:

The account kingtrynd****@gmail.com has been temporarily unblocked, but you can only submit a withdrawal request from it. There is a deposit amount of 125 EUR on this account, and this amount is available for withdrawal. Accordingly, your friend will need to log in to this account and submit a withdrawal request. After payment confirmation and the money is credited to your friend's wallet, the account will be permanently blocked.

Thank you

Thank you, i’ll let my boyfriend know, i’ll write here when he’ll receive it. Too bad our paths have to end but thank you anyway

Hello all, thank you for your responses.

veneravenus115, we will keep this complaint open until we hear that you have received the deposit.

Kind regards,

Adam

Dear veneravenus115,

Can you please provide an update on the situation? Has the payment been received?

Kind regards,

Adam

Dear all,

It appears that this issue may have been resolved, but without confirmation from the player we have no option but to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Adam