The player from Germany has been accused of opening multiple accounts. Admittedly, she had different, however, an inactive account.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €4,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Generous casino
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I had won €4000. Suddenly I should have 2 accounts. But I've only ever played with my account, which is the newest one. It must have been 2 or 3 years. I had never used the old account and I don't even remember what it was called.
I was counting on the 4000 €. Please help me, because after asking as a gesture of goodwill I only got the answer: There isn't.
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2 years ago
Dear schreiter1910,
Thank you for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.
We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account? When was your previous account used for the last time?
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
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2 years ago
Translation
I never played with the old account because I didn't know it still existed and I don't know this old account anymore either.
I got a new online provider and I've been working with it ever since. All my emails go through it. The old account has now been deleted. I didn't know how to do that either.
I am 73 years old. But gaming is a change for me and I have already deposited more than €4000.
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2 years ago
Do I understand correctly that there has been no gaming activity in your old account at all?
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2 years ago
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Hello Petronela,
I have to add something: my account was blocked. In order to unlock it again, I had to give up my winnings! Is that normal? I think that's also unfair! I had forgotten this campaign.
What now? How else would I be able to play again?
I'm happy to give up half, but not everything. Or?
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2 years ago
Translation
Additional comments from the player:
"Dear Petronela,
I communicated with Vulkan Vegas support yesterday.
Now I'm all confused! My first account was with google.com. They have since deleted that.
Now I only have one account and it's blocked. But I played with it all the time! Now they remember that I had 2 accounts. According to § 5.5 of the terms and conditions, they should have deleted my new account immediately when they realized that I had opened a second account. I am totally confused. Please help me."
Edited by a Casino Guru admin
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2 years ago
Thank you, schreiter1910, for the update. Could you please advise if you have ever withdrawn winnings from this casino using the second account? Was your second account successfully verified in the past?
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2 years ago
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I wrote to you 19 hours ago.
Yes. My 2nd account was verified.
I don't understand the old questions. I already wrote everything:
I deposited, it was paid out!
But I don't get the €4,000 because I gave up the €4,000 to have the account unlocked!
I want to know if it is correct that Vulkan Vegas can only unlock my account if I give up my winnings??? I forgot about this promotion!
In any case, I consider this to be blackmail!
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2 years ago
Thank you very much, schreiter1910, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello schreiter1910.
I am sorry to hear about your troubles.
Please don't do anything with your account - I need to know what happened first.
I would like to invite the casino representative into the case.
Please, explain to us what happened with schreiter1910's winnings and her second account.
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2 years ago
Hello everyone!
Dear schreiter1910, sorry you've faced issues at Vulkanvegas.
Our records indicate, that you indeed have at least two accounts:
1) ra***a.schreiter@telta.de - registered on 08.06.2021 16:25:10 (UTC), plenty of deposits made, huge number of bonuses received.
2) schr***err09@gmail.com - registered on 22.02.2022 18:30:33 (UTC), deposits were made, bonuses received
Same personal data, same device and IP.
As soon as casino managers revealed the duplicating accounts - they acted according to T&Cs of the casino.
Kind regards
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2 years ago
Translation
Thanks for getting an answer. So my old account is your #1 after all. I've always played with that. Deposits and withdrawals made.
I didn't remember anything about No. 2. If that's what happened, it was by accident. I didn't do this on purpose believing I only have 1 account.
I don't know how this account managed to sneak in between!
I ask you to make a customer-friendly decision. If I could get at least €500 from my winnings, I would be very grateful. As previously stated I am 73 years old and Vulkan Vegas is a top casino.
As far as I can see, I only received bonuses from the 2nd account and no withdrawals, but I made a deposit.
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2 years ago
Dear schreiter1910
Thank you very much for your kind words! We do appreciate it.
At VulkanVegas we always try to stick to the opened principal of honesty and fair gambling.
Please kindly check your account 🙂
Please do keep in mind, that the only option to continue playing - is playing with account 20900590. Wishing you best of luck and huge wins!
Please let CasinoGuru know if your complaint may be closed.
Kind regards
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2 years ago
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Excuse me, but what is this number: 20900590
Where can I see these?
regards
Ramona Schreiter
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2 years ago
You can see the account id within your profile (ram***.sc*reiter@telta.de)
Kind regards
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2 years ago
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Thank you very much for solving the problem and good payout.
Thanks very much.
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2 years ago
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Dear guru team,
You guys helped me a lot. I got a part of my winnings and I'm very happy about it!
All the best and thanks for the TOP work!
Your Ramona
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2 years ago
Dear Ramona.
Thanks for your kind words. I am glad to hear that your issue got resolved. I wish you lots of good luck in the future. I want to thank Vulkan Vegas Casino team for their decision, which is beyond the industry standard. The complaint is closed with the classification "generous casino".
