Vulkan Vegas Casino - Player has been accused of opening multiple accounts.

Hello,

16.04.2022 I won ~50.000 PLN.

17.04.2022 I withdraw 2.700PLN with success.

Then I wanted to withdraw all my money from my account - 47.205,08PLN.

21.04.2022 my account was blocked. They told me I have multiple account. I have ONLY 1 account. My account is confirmed (I send you my ID, proof of adress, bank account ect.). I dont have any diffrent account. I want my money back and I want to withdraw it.

Dear leszekbusz113456,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you haven’t activated any promotional offer when depositing funds into your account? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours, using the same email address? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I havent activate any promotional offer when depositing to my account.

I didnt open more than 1 account at vulkan vegas, and I think no one from my family play gambling.

Hello leszekbusz113456

There are 4 transactions, completed by the duplicating account:

10.01.2022 04:24:42 (UTC)Deposit20.00 PLN

05.12.2021 21:50:57 (UTC)Deposit100.00 PLN

03.12.2021 03:10:50 (UTC)Deposit100.00 PLN

01.12.2021 03:07:33 (UTC)Deposit100.00 PLN

All finished with 3dSecure technology, meaning, that the owner of the card received an SMS to approve the transaction.

Kind regards,

VulkanVegas

Dear leszekbusz113456,

Are you aware of the fact that your brother-in-law was depositing funds into his casino account using your bank card? Would you agree with me that it is considered a serious breach of casino rules?

OMG : < . He didnt tell me that he deposit this money to casino. He said he want to buy something in mobile game when he was at my home. He gave me cash and I send him money using my card. Anyway that situation was few months ago, so why did you block my account now? Please unblock my account and let me withdraw my winnings - I will never lend my card to anyone.

Dear leszekbusz113456,

I'm truly sorry but please understand that even if you didn't know about your brother-in-law depositing funds using your card, you are the one responsible for keeping your payment method safe.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

My brother lied to me and I can go to police, but what if we can do compromise and let me withdraw 50% of my winning without police ?

I'm truly sorry, but it is not a question of involving the police or not. Please understand that you are responsible for your payment method and device as well. Furthermore, it is very difficult for the casino to distinguish who was playing with each account since the same IP address, device, and payment method have been used.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

My account: leszekbuszman@gmail.com is verified . I send photo of ID , selfie with my ID , bank statement , proof of adress . Vulcan Vegas accepted it .

My account was open 1st, and my details in profile are the same what details on bank account.

My brother - dawid-b**ak@wp.pl got his details on profile (diffrent than mine) and he deposit money using my card, so you can easly see that his account should be blocked becouse his details in profile are diffrent than detail on bank card (which he use to deposit).

I could understand if my brother would like to withdraw money and you will block him (becouse he deposit money using not his card), but I cant understand why my account is blocked if I had a few succesfull withdraws in past, verified account and all my deposit was from my bank card. My brother made a mistake and his account should be blocked.

I would like to solve this problem good for me and you. I can agree to withdraw 50% or any diffrent solution.

I understand your point of view, leszekbusz113456.

Since your account was successfully verified in the past.

No bonus was used to accumulate winnings.

Your account was created first.

No third-party transactions took place inside your account.

I would agree that blocking the casino account of your brother-in-law would be a more satisfactory solution.

Dear Vulkan Vegas Casino team,

Would you reconsider, please?

Hello, leszekbusz113456

Just a super quick clarification - how come you brother along with using bank card, depositing and getting the bonuses, how could he use your phone (not his personal)?

To a casino, it sure looks like you've opened up a new account but used your brother's name.

Thank you in advance for providing the info.

Kind regards

Yes, he used my phone and my bank card ! Block his account unblock mine and everything will be fine for me. Even Casino guru agree with me. Otherwise I think its a try to scam on me. Why you let me withdraw in past a few times and now when I won lot of money you block my account ? Casino Guru please help me becouse I dont know what else I can do : <<

Dear leszekbusz113456

Casino may initiate the paycheck / verification at any time.

Would you just "satisfy" casino's curiosity by answering the question above:

"How come your brother along with using bank card, depositing and getting the bonuses, how could he use your phone (not his personal)? And how the Casino can make sure, that it was your brother and not you, who opened up an account?"

Thank you in advance!

Kind regards

Dear leszekbusz113456,

First of all, I would like to emphasize that I mentioned earlier that it is very difficult for the casino to distinguish who was playing since the same IP address, device, and payment method have been used.

Could you please clarify how is it possible that your brother (brother-in-law) was using your phone to play? Weren't you aware of this?

He live at my home for about 1 month . He uses my phone to play farm ville and some other games. Few times he wanted to send him money becouse he dont have back card. So I gave him my card he gave me cash. and thats all . This is all story . I could understand your point of view if I have many accounts on my details then you can block me, but I have only 1 verify account and only from this account I want a withdraw. I ve never made a payment application from diffrent account than leszekbuszman@gmail.com.

Dear Petronela,

In our opinion, the player is trying in every possible way to cheat and avoid answering. Also, we question the fact that the player was not aware of the opening of the account by his brother-in-law.

But anyhow, our reputation of the Casino is way beyond the amount of the winnings thus we will follow Casino Guru's judgement.

Account is now unlocked. User may proceed with withdrawal.

Kind regards

Dear Vulkan Vegas Casino team, I'm very please and honored to work with you on this case. Your assistance is very much appreciated.

leszekbusz113456,

Please proceed to place a withdrawal. Nevertheless, I would like to warn you that this wouldn't be possible with many other gambling establishments out there. Please be extra careful in the future to who you borrow your card and phone. Once again, you are the one responsible for all your personal staff and it won't be tolerated by many.

Please keep me informed about successful withdrawal. Looking forward to hearing from you.

Thank You very much for possitve information.

I got 47205PLN on my account.

I will make 2 withdraw for ~5000€ , becouse I think its not possible to withdraw all 47205PLN in 1 withdraw.

When both my withdraws complete I write here then we we will close this complaints.

Thank You again 🙂

Perfect. Please keep us updated. Looking forward to hearing from you.

Just FYI

The player is kindly requested to created withdrawal requests via bank transfer.

Thanks

Thank you very much, Vulkan Vegas Casino team, for your assistance.

Dear leszekbusz113456,

Please let us know when you receive your funds.

Hello leszekbusz113456,

Have there been any developments since our last conversation, please? 

Hello, I am waiting for last withdraw, when its come I let you know here 🙂

Hello,

According to our records, the player does not have any active/pending withdrawals.

Kind regards

Thats right, all ,money is withdrawed with success. Thank for good co-operative Casino Guru and Vulkan Vegas.

In future I will never let my credit card to anyone.

You can close this complaint now 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, leszekbusz113456, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

Dear Vulkan Vegas Casino team,

It was an absolute pleasure. Thank you once again for all your help and understanding in this case.