The player from Germany has been accused of opening multiple accounts. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €800
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I won €800 playing volcanic vegas with no bonus. Due to payout I uploaded all documents and waited for verification. After 2 weeks they blocked my account because I supposedly had two accounts. I didn't know anything about the second account and I never used a bonus or free spins. I don't know what to do. I hope you can help me.
Thanks in advance.
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1 year ago
Dear kstettner7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Is your account fully verified and have you withdrawn any winnings from this casino in the past?
If there's any relevant communication between you and the casino, 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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1 year ago
Translation
Hello,
I didn't verify my account because I just signed up, then deposited without a bonus and played and won right away. Since I had won, I wanted to pay out money to my account, and then volcanic vegas wanted me to verify my account. In the verification process, the casino blocked my account because they said I should have a second account.
I only play alone with my IP address and with my devices
Thank you for your efforts and we will keep in touch.
Kind regards
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1 year ago
Dear kstettner7
Can you please provide the information on another account - Ka*ettner7@gmail.com, which is registered under your name.
Thank you in advance!
Kind regards
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1 year ago
Thank you very much, Vulkan Vegas Casino team, for your assistance.
Dear kstettner7,
Could you please elaborate?
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1 year ago
Translation
Hello,
I don't know about second account. They claim I have it. I also don't understand how I could open a second account with the same email address. Normally the email address is already taken.
Kind regards
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1 year ago
Hello, kstettner7
The e-mails are different.
Also, the phone number states "015734458***" and "15734458***" for another.
Same Samsung Galaxy Z Flip3 is used.
Kind regards
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1 year ago
Translation
Hello,
Do you have any proof that I used both accounts?
Perhaps I made a typo when registering and registered with the wrong address, which does not exist and was therefore not confirmed! Check everything and let me know please.
Kind regards
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1 year ago
Dear Vulkan Vegas Casino team, could you please advise if there was any activity in both accounts?
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1 year ago
Hello Petronela,
Both accounts have the deposit history and gameplay.
But since the bonus money is not involved, we've unlocked account 15757189 (author of the complaint).
The play may continue playing at this account only.
Kind regards
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1 year ago
Thank you very much, Vulkan Vegas Casino team, for your help and understanding.
Dear kstettner7,
Is there anything else that we could try to help you with, or your problem was resolved to your satisfaction? Please let me know.
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1 year ago
Translation
Hello,
Many thanks for your help. Have requested the payout, but could only pay out 500 of 800 euros? Why can't I withdraw the entire amount of 800 euros?
Kind regards
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1 year ago
Hello kstettner7
Can you please advise what error did you receive?
Any chance you could provide a screenshot?
Thank you in advance!
Kind regards
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1 year ago
Translation
Hello,
I was allowed to pay out a maximum of €550 out of €800 and I am still waiting for €250.
Kind regards
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1 year ago
Translation
Hello,
Money was transferred Thank you very much for the help, great that you are there.
Kind regards
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kstettner7, 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
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