The player from Germany has been accused of opening multiple accounts. The accusation was eventually confirmed but the complaint was successfully resolved.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €5,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 years ago
Translation
Hello, I deposited 80 euros and won 5500 euros, when I wanted to withdraw this I was accused of having a second player account, which is not true, however, I only have this account, I only helped a friend to log in at the time, which resulted in my IP address was used for two accounts but only one is verified on me and the other is probably not supposed to be World would be done. The only thing they offer me is that they will free my account again if I give up my winnings. Which already seems dubious to me. Now they do not agree to any clarification, which is why I have already consulted a lawyer. Since I have documented the written traffic and the player account balance fortunately, I can also prove this. Maybe you have some advice or can help me. Thank you and have a nice evening.
Kind regards
Ronny H *** (rabbit rocker)
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear HASEROCKER,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the T&Cs 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or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."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? Could you please advise if you passed the KYC verification?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I know that, however, I only have this one account, the second account that I am accused of is used by a completely different person
Automatic translation:
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2 years ago
Dear HASEROCKER, Kristina
I've looked at the case, we will be happy to provide all the necessary information regarding the duplicating account.
Dear Haserocker, maybe you've forgotten, perhaps, but here is your second account: ronn***ase86@gmail.com
Eleven deposits were made from a duplicating account, even the same phone number is specified and all the personal data.
Kind regards,
Alexander
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2 years ago
Translation
The same number and personal data is not even possible from the registration and is canceled during the registration and should that still happen, why can you pay in from an allegedly duplicated account, that would not have to work, but no, it works, yes then apparently and even worse, the deposit is then simply kept on top of that, that's more than a scam. Then I would have liked to provide evidence of the payments to this account if there were to be eleven pieces
Automatic translation:
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2 years ago
Dear HASEROCKER,
Just to clarify - the e-mail address is different (and that is what must be unique at registration, as well as checked at registration);
secondly - the phone number is also unique, but in one case you'd specified with +49, for the other account - 015 (without prefix)
Hope this clarifies.
Best regards
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2 years ago
Translation
Well that explains the first point, I have just checked this and you are actually right, it really has to be a forgotten account I confused this with another one that is not in my name. Nevertheless, that does not explain my second question, with what right you then have additionally keep the deposit. Because if withdrawal is not possible in such a case, why pay it in
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2 years ago
Thank you both very much for your cooperation so far. 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
Dear HASEROCKER,
I have looked at your case and understand the situation. Since you opened more than one account in the casino, I'm afraid that the winnings are void.
Dear Vulkan Vegas Casino team,
Will the player's deposit be returned?
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2 years ago
Hello,
Yes, all the deposits will remain on the balance. Player will be able to withdraw or continue playing.
Kind regards
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2 years ago
Translation
OK, if my deposit stays in the account, I would be fine. So far, however, it has been said that my deposit will not be refunded then please deactivate the other account and reset the player account ronnyhaase86@freenet.de to my deposit
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2 years ago
Translation
However, until now the account is still blocked
Automatic translation:
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2 years ago
Hi all,
Thank you for your replies.
Dear HASEROCKER,
Can you confirm that your account is unlocked?
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2 years ago
Translation
Yes, the account has now been unlocked. Thanks for the help and the reasonably satisfactory problem solving
Automatic translation:
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2 years ago
Dear Vulkan Vegas Casino team,
Thank you for your help.
Dear HASEROCKER,
I'm glad to hear that your account has been unlocked. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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