The player from Germany is experiencing issues because he created two accounts. Even though the player registered two accounts and took multiple bonuses, the casino paid him 70% of his winnings as a gesture of goodwill. The issue was resolved.
Vulkan Vegas Casino - Player created two accounts.
Amount: €1,300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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2 years ago
Translation
First off, I had two accounts. This was retained when my winnings were paid out. I had already uploaded my documents months ago. The double account was known for months. Nevertheless, I was able to diligently deposit, but as it turns out, I never won. Either pay out profit or full repayment and reimbursement of my deposits there. All other General Terms and Conditions clauses are invalid because they disadvantage the consumer.
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2 years ago
Dear thomas3588,
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 I understand correctly that the casino knew that you had 2 accounts? Could you please clarify why you created more than one account? Were both of them active at the same time?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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Correct, the casino had known about the two accounts for quite some time. I've also already requested transaction summaries for both accounts. Several times I had also written using the chat about both accounts. However, the casino left the accounts open. I think so many deposits were deliberately allowed. The documents had been fully uploaded for both accounts for months. So I'm entitled to the profit. The clause that the money is forfeited is not effective under European Community law or German law. I insist on a payout.
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2 years ago
Thank you for your reply, thomas3588. Are both accounts active simultaneously? Do I understand correctly that you have verified both of your accounts? Have they both been created with the same personal details and verified with the same documents?
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2 years ago
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Hello Kristina,
Yes, my correct personal data was used when registering. Months ago I uploaded my proof including ID. There have been conversations with the chat in the past. Again, it was known that I had multiple accounts. The Vulkan Vegas Casino knew for months, at least in a justifiable way, that I had several accounts, allowed my payments without further ado and now, when it comes to a payout after depositing several thousand euros, thwarts me.
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2 years ago
Have you accumulated your winnings with or without an active bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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Hello Kristina,
I spoke to the chat several times. The casino had provided a bonus. The casino offered me bonus offers for both of my accounts regularly, even DAILY, for both of my accounts both via SMS, via Whatsapp (via constantly changing third-party cell phone numbers, and via email) and offers are sent via Telegram and Facebook every three days. I accepted one of these offers. Winnings were made with real money only. The bonus amount will only be used once the real money has been used up. This was not the case, I was just playing with my own money. After I had met the required turnover requirements, I was credited with the bonus of approx. 50 euros and converted into real money. I was able to stop the payments, but I had to upload my documents again. I had already made these available in full 6 months ago. Of course, my correct data, payment details and address were given for both accounts. Apparently, my documents were not properly checked at the time. However, deposits were always possible. The casino had known for a long time that I had two accounts from various requirements of my deposit statements. The company also operates the Ice Casino. Again, as you know, I have two accounts. Both with the same details and both accounts have been approved for withdrawals. I have informed the casino about the illegally used terms and conditions. The casino also obviously has no license valid for the German market. So I've asked them to return all my deposits as a backup should they refuse to pay me my hard-earned winnings (much less than my deposits). I have already sent an email asking the casino to pay out the winnings. I will forward the mail traffic to you by mail. Thank you for your help, please now confront the operator with my request for payment of winnings. A refusal to pay out winnings will be countered by me immediately with a payment claim for repayment of all payments made to the operator via my four accounts before a German court.
The casino should consider carefully whether it would like to risk another judgment that would fully satisfy the German player. This should lead to an increased willingness to sue the players.
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2 years ago
Thank you very much thomas3588 for your reply. I will now transfer your complaint to my colleague Peter (peter.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 soon.
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2 years ago
Hi thomas3588,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hello Vulkan Vegas Casino,
nicely summarized. However, there is no indication that the terms and conditions you use violate both German law and the law at your company headquarters, as it violates German and European consumer law. According to your ridiculous terms and conditions, which have probably not yet been reviewed by a court, the player's winnings, as well as his winnings, are to be forfeited in favor of the casino. According to German law, this is an embezzlement. And according to your rights? Since you refuse payouts despite having made profits and have demonstrably excluded a chance of winning through terms and conditions, I was not able to make any profits with my deposits. Or!? I hereby request you to promptly refund all deposits and to publicly state why you intend to be able to offer betting options such as yours on the German consumer market without paying out winnings. Please also answer my question as to why it was possible for you to make deposits of over 1000/month. Just by the way. Allow me to ask why you can book deposits unchecked, but apparently cannot assign the money to any player? So how do you do your accounting? Wasn't your chat aware for quite some time that I have two accounts. These were not closed despite repeated reference to two accounts. Deposits were always possible, contrary to the AU payments. Strange right? One more question? Who has requested a turnover overview from you several times? Was that the same player for both accounts or maybe a different one? Please also tell us when the IDs and proof of address were uploaded for both accounts. Did you already have my identity card and proof of address in full for both accounts when I registered or at least shortly afterwards? With a light green tick, these have apparently already been accepted. Please have the nerve to respond to all questions so that the other players are fully informed.
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2 years ago
Dear thomas3588
Thank you for the above.
1) Can you tell us the reason you opened up two accounts and used bonus offers for both?
2) Prior to registration/authorization, you confirm that you are aware and accept the fact that you are playing within the Curaçao jurisdiction (nobody is telling that the website is locally licensed, instead you have an ability to check the validity of the license in the footer of the site)
3) Can you provide a screenshot of where you explicitly inform us about the second account? (If this was ignored by support - this could change things around)
Thank you in advance!
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2 years ago
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They have repeatedly made me offers and offers to sign up. For both accounts you have me non-stop!! Offers sent several times a day. I received offers every day by email, Whatsapp, SMS, push notifications on my laptop, on Instagram and on Twitter. I was also informed by you about your bonuses via my Facebook account. Does it make a difference whether I use the bonus offer on one or the other account. It makes no difference in my eyes. Every single day since signing up I've been offered a deposit bonus of over 100%. They didn't give away any money, but provided my deposits with a bonus, just like almost every casino active on the market. These bonuses are already factored into your odds of winning. Then just pay me back my deposit again. I am a consumer, you are an entrepreneur. It loves a B2C business. Should the German consumer find out about your licenses. You offer your services here in my country. You must therefore also subject your offer to German law and cannot trample on consumer rights. I would be delighted to continue writing with a law graduate from your company. I'm tired of having to explain the legal situation to you again and again. This is really more than idle.
I no longer have access to either of my accounts. Please provide us with the chat histories you have saved. Do you really want to deny that I have already provided you with my identification documents and made sales inquiries under my name for quite some time? Do you now deny that your chat agent wrote me that it is illegal to have two accounts? But didn't close the accounts, but left them open for deposits?
They also operate with ICE Casino on the German market. Why was it possible to verify two accounts there? I used the same documents there as at Vulkan Vegas Casino.
Please comment on what about my deposits if you don't want to withdraw the winnings.
Do you know the unanimous case law on the right to enrichment in illegal (unlicensed gambling) here in Germany? Why do you offer gambling here where more than one euro can be wagered per spin and 10 seconds. Can you tell me why you didn't process my payment of more than 2000 euros earlier, even though my documents were already available? Because then we would be talking about a much higher payout. But you let my payout amount continue to shrink for days because you didn't process it despite submitting the documents?
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2 years ago
Dear Vulkan Vegas Casino team,
Thomas stated that his documents have been uploaded for months. Were both his accounts verified? How was he even able to register two accounts with the same name and DOB? Secondly, were both accounts recently actively used?
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2 years ago
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The operator of the Vulkan Vegas Casino is also the operator of the Ice Casino. My already verified Ice Casino account has now been blocked while actively playing at Ice Casino. This has already been used several times for successful payouts. There are still credits from me in the account.
Despite the blocking of all my accounts with this provider without prior consultation with me, I am repeatedly overwhelmed EVERY DAY with "attractive" bonus offers via constantly changing cell phone numbers, by SMS, e-mail, etc. and now harassed due to the lack of opportunity to use them. This is likely to represent an unfair business activity that can be admonished, especially after my accounts have been closed. Due to the constant offers to my private receiving devices, I also had to assume that a binding offer existed for accounts that were formerly still active. These offers were also bindingly accepted by me by making a payment. The casino must be able to stick to its offer, and in particular may not arbitrarily close verified accounts with credit.
If possible, I would also like to ask the operator for a statement on this.
Thank you Casino Guru for your help.
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2 years ago
Hello all,
The only account that is verified is account 17074618 (tlau**ock@web.de). The player must have received the confirmation from the support, that the account is verified.
For another account (14352482) - the player indeed uploaded the documents, but the verification process was initiated only at the withdrawal request (as this prioritizes the documents' check).
We would also like to mention, that the disputed amount is 1,901.43 EUR (the current balance on account 14352482).
As a solution to the issue, we may offer the following:
Since the player used hundreds of bonus offers at each of the accounts, we could apply a small penalty (30%) and transfer the remaining 1330 EUR onto the verified account. The player will be able to withdraw the winnings.
The only issue remains to be clarified - is player's concern on playing within the Curaçao jurisdiction.
Dear thomas3588, please do let us know your thoughts on the offer.
Kind regards
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2 years ago
Translation
The bonus has been implemented in full. The amount represents my real money in full. Such a large deduction, like a deduction in general, is unacceptable in my opinion.
I had previously paid out 4000 euros. Due to the sluggish processing of my withdrawal request, I gambled away several hundred euros over the course of the day. I was stalled for days before being told that the payment would not be made. Therefore, I am now of the opinion that my full real money amount should be paid out to me. Your argument with the used bonus offers does not work, after all you offered them all the time and in the present case the requirements were fully met. I am assuming that you have already factored your odds into the bonuses and these are basically against the player. Penalty for using bonus offers? They ended up sending me hundreds of offers for both accounts. Just yesterday I got another email asking me to sign up at your casino with a generous sign up bonus.
Until the remaining amount has been clarified, I ask you to bring the assurance of 1330.00 euros to my bank account for payment to me, according to my last payment request. I can no longer log into the account
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2 years ago
Dear Vulkan Vegas Casino team,
What is the current balance amount? Did the money originate from a bonus?
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2 years ago
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The credit is currently 1,901.43 euros. It was deposited with a bonus code, but in fact the conditions of the bonus were only cleared by betting with your own deposit. The balance never fell below my deposit and the bonus was already converted into my real money for playing by fulfilling the wagering requirements, but actually never actively used. .
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2 years ago
Hello Peter,
The player's real money balance is 1,901.43 EUR.
Yes, the player activated the bonus and played with the bonus. The bonus was converted to real money, afterwards the player kept on playing and got to the current balance.
Kind regards
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2 years ago
Dear thomas3588,
Could you please forward the conversation with the casino support regarding you having two accounts to my email address (peter.m@casino.guru)?
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2 years ago
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Hi Peter,
I was blocked by the operator with my access to both Vulkan Vegas and Ice Casino. I can't get into my account. I also don't know if I can call up the chat history myself. Here the operator of the casinos may provide us with all message traffic in the four accounts (2x Vulkan 2x Ice).
But I had also contacted them several times by email and asked for the sum of my deposits. The operator had therefore been aware for some time, at least in a way that could be attributed to him, that the accounts were one and the same person, namely me. Some of the deposits were made using the same credit and debit cards. My documents had been uploaded for months. These could have been checked long ago. An obvious omission on the part of the casino when they shouldn't have. At the same time, only carrying out the check in the event of a payout means that I could never have made a profit with all deposits before the first payout. Because the profits were retained, as happened here. Therefore, there is an obvious misuse of purpose. My total deposit would have been refundable. A unilateral enrichment right of the operator through reference to his invalid terms and conditions, which he would like to apply here, is not compatible with either civil law or criminal law. There is obviously a clause that is used by the casino operator to cheat the player. These machinations should be pointed out and the casino should be given to consider whether they want to continue this behavior. Because not only the karma will soon make itself felt here, but also my determination to pay it back to the one who obviously wants to cheat me out of my profits and money.
The casino has already pledged around EUR 1300.00. Why is this money not paid out to me now? We can then continue to argue about the remaining few hundred euros.
So again for the Vulkan Vegas Casino to write down. I want my legitimate winnings. Roger that!? Or can you now explain to me, in accordance with the applicable legal system, why these have been withheld from me for so long and I should not then be entitled to a refund of my deposits. Here, as already pointed out several times in long chats, they hide behind their own terms and conditions, which, however, cannot develop any validity for the entrepreneur at all, since they can be unilaterally interpreted fraudulently, and obviously are too.
For me, the good reputation of the Vulkan Vegas Casino here in the forum is an absolute mystery and since I've been waiting for my money for some time now, I'm asking everyone involved to move this matter forward quickly.
Kind regards
Thomas
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2 years ago
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So that everything runs transparently here, the emails sent to you can also be viewed here.
Hi Peter,
regarding my open case against Vulkan Vegas, here are the emails from February 3rd, 2022 and June 15th, 2022. As you can see from the emails, the casino was informed not only by the fact that my documents were uploaded some time ago, but also by email that I had several accounts. However, it has been proven that it was only blocked when it came to withholding my properly earned winnings. However, as you can see from my repeated request for a turnover overview, the casino does not seem to be interested in the concerns of the players. An email with the same content was also sent to the icecasino in February. Here, too, the same operator had known for a long time that I had two accounts. However, the accounts at Ice were only closed after my case was opened at Casino Guru. I was previously paid out at Ice Casino.
Sent: Wednesday 15 June 2022 at 10:02 am
From: xxxxxxxxxx@web.de
To: privacy@vulkanvegas.com
Subject: Fw: General overview
Ladies and Gentlemen
I hereby ask for a timely transmission of a total turnover overview of my deposits and withdrawals in your casinos with the username xxxxxxxxxxxxx@web.de and xxxxxxxxxxx@web.de. There are 4 accounts in total. Two each at Vulkanvegas and Ice casino.
Kind regards
Thomas xxxxxxxxxx
Sent: Thursday 03 February 2022 at 10:40 am
From: xxxxxxxxxx@web.de
To: privacy@vulkanvegas.com
Subject: General overview
Ladies and Gentlemen
I hereby ask for a timely transmission of a total turnover overview of my deposits and withdrawals in your casinos with the user names xxxxxxxxxx@web.de and xxxxxxxxxxxxx@web.de. There are 4 accounts in total. Two each at Vulkanvegas and Ice casino.
Kind regards
Thomas xxxxxxxxxxxxx
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2 years ago
Pardon, are you saying that you were intentionally opening up the new accounts?
Please explain
Also, do you really think that GDPR officers are intended to search for multi-accounts?
Their job is to provide you with the information (personal data) requested.
And as we said in the very first message - the account was identified at withdrawal request upon checking the documents.
Regards
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2 years ago
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Hello,
no, after the casinos recently closed my accounts I haven't opened any more accounts. Before that I had two accounts each with Vulkan and ICE.
According to the email above, my request is dated February of this year. So the casino could have closed my duplicate accounts long ago, months ago. I proceeded properly with the verification here and had provided my documents in a timely manner. The casino obviously accepts the money from the customers without wanting to pay out even a cent in the event of a win. Even when chatting with the casino, it had long been known that I had two accounts. However, this chat is not available to me because I can no longer log in.
And since there is obviously a lack of legal understanding on your part, dear Vulkan Vegas Casino, I will give you another brief explanation. I receive non-stop advertising with bonus offers from you. Even though I have accounts, I still get email offers to open new accounts. How can and should that be? From a legal point of view, it makes no difference whether I win on one account or the other. Just as it obviously doesn't make any difference to you when I collect my deposits!!!!
At best, it is of interest to me who I am and that was proven by me a long, long time ago with official documents and ID cards that it is about me in person. If you really do have a problem with duplicate accounts, then please respond as soon as you become aware of this fact. Read the mails of the customers and kindly respond to their concerns! Also the chat in the casino knew for months that I had two accounts. As a casino operator, you are responsible for an unbelievable number of suicide crimes every year due to your exclusively self-interested business dealings. If, in addition to an already morally questionable business model, you obviously also want to work in the field of criminal law, I can only hope that karma will soon deal you a serious blow.
You are obviously coiling like a wounded snake around your legal and moral obligations to the player, not least to your business partner, the customer.
Finally come to your senses and please don't babble on with your shitty terms and conditions gibberish. Get this case wrapped up slowly. Because you're running out of endlessly repeated, idiotic, and unlawful arguments!
It is finally time to make an express transfer of EUR 1,901.43 to me. Let's go. Pronto!!!
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2 years ago
Dear thomas3588,
Looking at all the available information, I believe that the casino's offer is a good solution to the complaint. I hope you realize you are not supposed to open more than one account in any casino. You opened two accounts in each of the two casinos and took numerous bonuses using the accounts. We always try to convince the casinos to judge every case individually and not to penalize players that made an honest mistake. However, this doesn't seem to be the case. I strongly recommend you accept the casino's offer which is, from my point of view, more than fair, and avoid opening more than one account per casino.
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2 years ago
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What is the reason for the deduction? After all, every account had the same chance of winning. So it is not legal to make a deduction. The casino ended up making the offers too and I'm still getting more offers even now after closing. And previously also non-stop offers to register at the casino despite an already opened account. This is unfair competition.
The casino may now decide whether, in the absence of any chance of winning, it will refund all of my deposits or pay me my full winnings.
I am now finally asking you to pay out the partial sum, which has already been guaranteed. Otherwise I will have to make another claim for late payment interest.#
The casino may also consider that I have already deposited a total multiple of the payout there.
A deduction is therefore unacceptable and, given the current situation, I cannot accept it.
Dear Peter, please explain why I should be willing to compromise here. Because the winnings were duly earned and it is not my fault that the casino is giving out bonuses that are accepted by me.
As you should now also know, the casino was aware that I had multiple accounts. Knowing this, why are you advising me to accept a comparison that is disadvantageous to me? The casino could or should have closed my account earlier. Then nothing would have been paid. Or do you or the casino see things fundamentally differently.
If you, Peter, still consider it legal and fair, even considering the overall circumstances, how the casino is proceeding against me here despite obviously other evidence, I will agree to the offer of forced moderation. Then request the money for me from the casino. The casino should pay me immediately by bank transfer according to my previously attempted payout.
The final settlement will be made at a later date anyway. Until then, anyone who wants can collect as many sins as they want. Certainly none will be forgotten!
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2 years ago
Dear thomas3588,
I will try to explain why I find the casino's offer to be fair. Most of the casinos out there wouldn't even have this conversation with you. As soon as you open more than one account, the winnings get confiscated and that's usually the end of the story. You gained an unfair advantage because you were able to take twice as many bonuses compared to players with one single account. The bonuses represent costs for the casino and that is why the casino charged you a fee. There are only two options now. Either you can accept the offer or please turn to the casino's gaming authority (certria@gaminglicences.com).
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2 years ago
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Dear Peter, if we don't follow the law and even common sense in this forum, you should always try to reconsider your offer here. I actually see you as an arbitrator with a good sense for a good proposal. Does Casino Guru actually receive payments from casino operators? Yes, No, Maybe, or don't you know?
Why do you initially suggest that you waive my claim entirely, despite a clear description of the factual and legal situation? Now rowed back, and at least I was only urged to conclude a "comparison" that was disadvantageous for me`?
You still have the option of briefly lowering Vulkan Vegas or the operator of the casino in your ranking, or not offering any more space for your own presentation here. I probably would have done that if I were running such a forum with an arbitration character.
A casino that does not even talk to me sensibly here and is willing to come to an agreement with the player and claimant within the framework of the applicable laws would anyway sooner or later be dragged before the competent judge by me thanks to solid legal protection insurance and my own solid sense of justice will. Then there's no more hiding behind totally, totally, totally, and totally obviously selfish and criminal terms of business. Fact!
But since I obviously have no choice but to hold talks with the cutthroats elsewhere at the moment, I hereby accept your decision and ask for the TENTH time MY!!!! MONEY to finally pay out. Is that possible slowly, or should I also charge interest on arrears? Now please make sure that my money appears in my account at least in the amount already guaranteed. Otherwise, I'll figure out how to sue "Casino Guru" about this whole thing.
I now expect my money by next Monday at the latest. Thanks.
Thomas
p.s.
Dear Peter, dear Casino Guru team, you should fundamentally and seriously consider training in the legal systems to be used in disputes with casino operators in order to acquire the necessary feeling for the law and the entitlements of the players. Unfortunately, the gut feeling of a legal layperson is usually not enough.
Not for working in such a strong position, which certainly has a very big impact for some players... sorry, but that had to be said.
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2 years ago
Dear thomas3588,
The whole situation was clearly explained to you and your arguments don't change the facts.
Dear Vulkan Vegas Casino team,
Could you please transfer the aforementioned €1330 to the player's account?
