The player from Germany has been accused of opening multiple accounts. We have rejected this complaint as per the player's request.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €15,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 years ago
Translation
I have an account in this casino.
Now it came out that I have a second account there, which I didn't know and never used
I only paid into one of them. Now they don't want to pay me the money
Automatic translation:
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2 years ago
Dear Fw1605,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://vulkanvegas.com/en/terms-and-conditions) and I found this:
"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:
5.5.1. all transactions made from the Main and/or 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 deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."
Have you accumulated your winnings with or without an active bonus, please? Could you please advise if you have successfully passed the KYC verification?
Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
That I apparently have two accounts is now known but I didn't know. But I have neither had the other account verified nor paid in there - this is not true. I have never uploaded documents in the past. That was the first time last week on the account where I won and wanted to withdraw money.
The other account was never used. This is absolutely a cheek what they do with you. The account has never been verified nor has it been paid in. Only the other account was paid for the first time last week, but it does not appear to be a withdrawal. It would have to be proven from the other side that I allegedly uploaded documents and that one account is fully verified, that is not true. Furthermore, I have just tried to log into the alleged profile that I have and he does not know this data at all. I am using For years only three passwords and none works so there seems to be no other profile there and certainly no uploaded documents.
Edited
Automatic translation:
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2 years ago
Thank you very much Fw1605 and Vulkan Vegas Casino for your replies. I will now transfer your complaint to my colleague Martin who will be investigating this case further.
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2 years ago
Hello Fw1605!
From now on I will take your complaint. Since the casino representatives have already responded into the complaint's thread, I will proceed with further investigation of your case.
Dear representatives of Vulkan Vegas Casino,
I would like to kindly ask you to provide us with the supporting evidence of multiple accounts of the player. You can do so by sending me an email at: 'martin.d@casino.guru'.
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