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

Hello,

I have account at vulkan vegas from 16/6/2020 and I play there on almost daily basis, last payment via neteller was chopped on 5 parts, I received 2 parts, then casino decided that I have duplicate account, what is not true, I never did that, and blocked my account and stopped my payments, please help me as I see they are searching for excuse not to pay or delay my payments, I dont have 2nd account and didnt open any new account at vulkan vegas

thank you

Dear matejpap87,

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? Were your winnings accumulated with or without an active bonus? Have you completed the KYC account verification in the past, please?

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

Hello,

there is no chance for duplicate account from my household or similar, account is KYC verified and allready made deposits and withdrawals, bonus was used and all was ok, they paid 25% of requested amount and they decided to block account and stated for reason that I have duplciate account and this is teir final decision, they didnt wanted to provide any proofs or explanations

Hello,

The player may request the remaining funds, after a successful withdrawal the account will be permanently blocked.

Kind regards

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

Dear matejpap87,

Please request a withdrawal of the remaining funds and keep me updated about any further developments. Looking forward to hearing from you.

Hello,

I made withdrawal, I will inform when I receive funds

thank you

Thank you, matejpap87, for the update. Please keep me informed about any further developments.

Hello again,

even my account is fully verified and ewallet screenshoots sent before, they cancelled my withdrawal and asked for new ewallet screenshoot, I sent it now, I hope this drama will finish now as I appeal to Vulkan Vegas to process my withdrawal finally without any other excuses so we can close this case,

thank you

Hello matejpap87,

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

Hello,

I received rest of funds after verification, you can close case now,

thank you Casino Guru Team

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, matejpap87, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru