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

Dear kristofer,

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 redeemed any promotional offers in this casino in the past? Do I understand correctly that your account was successfully verified in the past and you received several withdrawals?

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

PROOF SENT TO GORU CASINO EMAIL, MY MAIN ACCOUNT SHOULD BE UNLOCKED. VULKAN CASINO PERSON RESPONSIBLE FOR KYC PUBLISHED.

Yes

"Ich habe meine persönlichen Daten nicht gesehen", sagten mir Vulkan und die Person, die es getan hat.

Konto wurde nie verifiziert 1 Einzahlung und Spiel Keine Aktivität bis zum Ende

No 50 euro 50 zł=10 euro

Thank you very much, kristofer, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, kristofer,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello all,

The e-mail with the proofs has been sent.

Kind regards

Thank you for your email and the provided details, Vulkan Vegas Team.

Dear kristofer,

I received sufficient evidence from the casino representative supporting its claims about multiple accounts used in Vulkan Vegas Casino. Surprisingly, there are at least 3 other accounts that you registered with the casino in February and March 2021. It would be believable if you created 2 accounts with a longer period between the registrations, but there are at least 4 accounts. Allow me please a few questions to clarify the situation.

What was the reason for creating multiple accounts in the casino? Could you please somehow rationally explain how is it possible that all the connected accounts have the same personal data, and you allegedly do not know about them? How do you know that other accounts were not fully verified?

Did you use any bonuses on those accounts? If yes, what bonuses did you use?

Although the casino's Terms and Conditions were breached, the casino is able and willing to let this account open leaving your last deposit there. The account should be re-activated. Do you please agree with this solution?

DEAR VULKAN I HAVE ALMOST EXPLAINED EVERYTHING.

 I RESPECT EVERY DECISION YOU MAKE. AND I AM SATISFIED WITH THIS CONVERSATION AND THANK YOU TO A FULLY COMPETENT COMPETENT PERSON FOR WILLING TO RECONSIDER THE CASE. UNBLOCKING AN ACCOUNT IS ALREADY SATISFACTION FOR ME. THE ACCOUNT YOU PROPOSED GIVE ME. ONLY THE AMOUNT OF THE LAST DEPOSIT OR THE MONEY WHICH WAS TAKEN ABOUT PLN 85,000 DOESN'T MATTER.

 BY YOUR RULES, I BREAK IT.

 I WANT TO WRITE FOR THE LAST TIME ON THIS ISSUE. BECAUSE I'M GAINING STRESS, NERVES AGAIN, WHICH WILL PROBABLY CAUSE ANOTHER VISIT TO THE THERAPIST.

  AND SO

 I have never won as much money as in your club. 85,000 zlotys.

 THERE IS NOT MUCH MISSING THIS DETAIL.

  VULKAN HAS A VERY BIG REPUTATION. AND IT IS TOO MUCH RESPECTED

SAFE CLUB...IF IT WAS THERE, KYC VERIFICATION AND PAYOUTS OVER $1000 (WHICH ARE VERIFIED AND CHECKED BY YOU) WOULD HAVE DEFINED DUPLICATE ACCOUNTS AT THE VERY PACKAGE OF EXISTENCE.

 REMINDING THAT THE MAIN ACCOUNT krzysztof.*******1@wp.pl WILL BE BLOCKED AFTER 6 MONTHS. WHY DID THIS HAPPEN? THE PERSON RESPONSIBLE MADE A MISTAKE? AS I WROTE ABOVE. JUST ASK FOR EXPLANATION, WHY?

 THANK YOU. I WILL ACCEPT ANY REQUIREMENTS TO UNLOCK THE ACCOUNT, WHETHER IT WILL BE THE ACCOUNT WITH THE LAST DEPOSIT OR THE ACCOUNT WITH THE LAST BALANCE OF PLN 85,000. ONLY TO BE FAIR

Dear kristofer,

Thank you for your email and replies.

Only 1 account is allowed per person in the casino. The benefit of having more than 1 account is that (for example) a player can abuse the casino's bonus offer by using the same type of bonus more than once, which is forbidden, especially if we are talking about no-deposit bonuses. Although the accounts with the same personal details do not make sense, I will rather not share the details for understandable reasons.

Maybe there are some discrepancies in translation, but currently, I am not sure if I understand your posts correctly. Above you claimed that your personal details were used and registered in a new casino account by a boy that worked for you. In your last post, you mentioned a female ("She") named "emilia". In addition, all account profiles also contain other personal information, such as the date of birth, which is the same in all of them. How much was your last deposit? Could you please explain to me, in short, why did you change your explanation of the duplicate account creation, what you expect from this complaint, and what answers you need? Do I understand correctly that the disputed amount is set to 85000 PLN, but you claim it would be alright if your casino account is reactivated with just your last deposit?

If it is more convenient for you, feel free to write in Polish.

In the meantime, I will also contact the casino outside this thread and ask for additional details.

Witam.W tlumaczeniu jezyka polskiego sa blędy,Nigdy nie zmienilem imion .Za kazdym razem pisze to samo.Napisalem tylko przyklad jak mogłbym sklamac np'ze mialem wypadek .Lezalem w szpitalu i nie wiedzialem gdzie moje dokumenty i telefon'.To byl tylko przyklad.

Mój ostatni depozyt byl 1200zl.Tak jest napisane w mailu..

1.Dlaczego vulkan nie wykryl multikonta kris*****@vp.pl na pierwszej weryfikacji?Puzniej moje konto bylo sprawdzane przy wyplatach.I tez nie widzieli ze mam drugie konto.

2.Od marca do wrzesnia na moim koncie mialem duzo wyplat. 3000zl. 8000zl...22000zl ...38000zl.

3 DLACZEGO ZABRALI MI KONTO I WYGARANA DOPIERO WE WRZESNIU JAK MIALEM 85000ZL.

OCZEKUJE PRAWDZIWEJ ODPOWIEDZI.ODDANIA MI MOJEGO KONTA ORAZ PIENIEDZY 85000ZL.

WYGRALEM TE PIENIADZE UCZCIWIE,pozdrawiam

Dear kristofer,

The name was not changed. In one of the earlier posts, there was no name mentioned at all. You stated it was a boy who worked for you, and later it was a woman Emilia. So, how is it possible it changed?

These are the answers to your questions.

1. If the first verification was done before other accounts were created, the casino was not able to identify them because they did not exist at the time of the first verification, or one of the duplicate accounts requested a withdrawal of a higher amount later, and only then an in-depth investigation on the casino's side started.
2. Yes, but it looks like although your successful withdrawals were made from March to September, they could be processed in 2020 or 2021. The duplicate accounts were created a year later, in 2021. In which year did you make the last successful withdrawals from the casino?
3. It depends on the circumstances, but it is a question for the casino.

However, I am also still waiting for a response and additional details from the casino by email.

Dear Vulkan Vegas Casino Team,

Could you please look at my last email sent on January 31, 2023, and provide me with answers and details?

In the meantime, I will also discuss the case internally with my team.

WITAM .DODAJE DOKUMENTY ZE :MOJA WERYFIKACJA BYLA 20.04,2021 I WYPLATY BYLY W 2021 O.OSTATNIA WYPLATA BYLA 3.09.2021 .KONTO KLON POWSTAJE W LUTYM 2021.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vulkan Vegas Casino Team,

Thank you for your last email. Please, consider my last post irrelevant. It was automatically added here only because you only replied via email and not directly here.

Dear kristofer,

Alright, thank you for your clarification.

However, in the meantime, I was provided with the data from another connected account in Vulkan Vegas Casino that includes your personal details. Now, we are talking about 5 accounts created with your personal details.

As for the fact that you were allowed to play with the account even though there were already other accounts in your name, it could be caused by many different circumstances. The casino is not able to identify duplicate accounts if they have not completed the verification, or to identify a breach of its rules if there was no suspicious activity on the connected accounts at the time of the verification on your account. Also, if you withdrew only smaller amounts from the casino in the past, and the casino did everything to process the withdrawals as soon as possible, a deep investigation was not necessary, and you could be happy the casino paid you your withdrawals. Anyway, those were just examples. If the casino did not notice other accounts earlier, it does not mean you did not breach the casino's Terms and Conditions, or due to that, you were allowed to create other accounts. Moreover, some of the provided personal details were altered upon registration of the duplicate accounts. And there are still questions that you have not answered yet.

Although you explained to us how one of the connected accounts was allegedly made (which would be really hard to prove), it is clear you created more than one duplicate account in Vulkan Vegas Casino. Therefore, I would like to repeat the unanswered questions.

What was the reason for creating multiple accounts in the casino? Could you please somehow rationally explain how is it possible that all the connected accounts have the same personal data, and you allegedly do not know about them? How do you know that other accounts were not fully verified?

Did you use any bonuses on those accounts? If yes, what bonuses did you use?

In one of your posts, you mentioned that you agree with the option that your account would be reactivated, and it does not matter if it is with the last deposit or the last balance of PLN 85,000 (disputed amount) in the account. Then, when I asked you about it, you wrote "GIVE ME MY ACCOUNT AND MONEY 85000 PLN". How much was your last deposit? Do I understand correctly that the disputed amount is set to PLN 85,000, but you claim it would be alright if your casino account is reactivated with just your last deposit?

Although the casino's Terms and Conditions were breached, the casino is able and willing to let this account open leaving your last deposit there. The account could be reactivated. So, do you please agree with this solution, or do you still insist on returning the entire disputed amount of PLN 85,000?

In the beginning, you stated you played with bonuses on your account. Please note if you played with bonuses, the disputed winnings were obtained with bonuses, and you also used bonuses on duplicate accounts, you were not entitled to use these bonuses, and you are not entitled to the winnings won in this way because the casino's bonus offer was abused.

Now I require clear and truthful answers to all the questions asked. In case you fail to cooperate and provide me with the necessary answers and details, I will be forced to think about a rejection of the complaint.

Looking forward to hearing from you.

      WITAM.

W pierwszej kolejnosci napisze o odpowiedziach na moje pytania  

 Od marca do wrzenia to nie byly male kwoty wyplacane na szybko.BYLY TO KWOTY OD 1000 EURO DO 8000 EURO wiec konto napewno nadawalo sie sie do glebokiego sprawdzenia.Kazde konto jak ma wyplate 1O00euro jest wyjatkowo sprawdzane tak bylo napisane na forum.

 PO pierwszej weryfikacj w kwietniu mialem ponowna weryfikacje platnosci,w lipcu kwota wyplaty wynosila okolo 5000euro,

 Skoro system bezpieczenstwa nie wykryl zwyklego zdupkikowanego konta przez pol roku to cos jest nie tak??

 I teraz kolejna sprawa.

DLACZEGO PO TAK DLUGIm CZASIE KTOS WYKOPAL NASTEPNE MULTIKONTA NA MOJE DANE?? ? PRZEZ CALY MIESIAC WRZESIEN 2021 WYMIENIALEM SIE EMAILAMI W DZIALEM TECHNICZNYM Kasyna VULKAN VEGAS I NIKT NIE WSPOMNIAL O TYCH MULTIKONTACH,TO JAK TO JEST ZE VULKAN ODNAJDUJE PO POL ROKU 1 KONTO k*******a@interia.pl a nie wykrywa pozostalych kont zalozonych ponoc na moje dane osobowe. A PO 18 MIESIACACH ODNAJDUJE NASTEPNE PARE KONT.Czy naprawde mam sie cieszy z kwot mi wyplaconych a na koncu oskarzonym o lamanie regulaminu i zabraniu calego salda bo ktos zrobil konto na moje dane i wplacil 10 euro?PRZYPOMINAM ZE W TAMTEJ CHWILI NIKT NIE WSPOMNIAL O NASTEPNYCH KONTACH,

  NIE ZNAM SIE JAK DZIALA TAKA WERYFIKACJA JEDNAK NA MOIM PRZYKLADZIE WIDAC ZE NIE SPELNIA WARUNKOW BEZPIECZENSTWA.SKORO KONTO POSIADA TAKIE SAME DANE OSOBOWE I JESZCZE JAK NAPISALES WYZEJ CYTUJE TWOJE SLOWA ;ZE KOZYSTANO Z BONUSOW" TO ODRAZU W PIERWSZEJ KOLEJNOSCI SYSTEM POWINIEN TO WYKRYC A TYM BARDZIEJ TERAZ NAPISALES ZE BYLO ICH AZ 5 KONT.JUZ NIE CHCE ROZUMIEC JAK TO WYGLADA POD WZGLEDEM KONTROLI GRACZA.

ODNOSNIE TWOICH PYTAN: 

1 NIGDY NIE NAPISALEM NIC NA TEMAT INNYCH KONT OPROCZ KONTA k*******a@interia,pl OD CIEBIE TERAZ DOWIADUJE SIE O NICH I OD CIEBIE również WIEM ZE KORZYSTANO Z BONUSOW.NIGHDY NIE NAPISALEM'ZE KONTA BYLY NIEZWERYFIKOWANE"

NIE MAM POJECIA JAK POWStaLO TYLE KONT I DO CZEGO ONE MIALY SLUZYC.NIE MAM POJECIA JAKA KOZYSC MOZNA Z TAICH KONT,NAPISALES TEZ ZE KONTA POWSTALY W LUTYM 2021 TO 2 LATA TEMU, 

CHCIALEM ZAPYTA GURU KASYNA JAKIE KORZYSCI MOZNA CZERPAC ZA ZALORZENIE KONT O TYCH SAMYCH DANYCH OSOBOWYCH ?

2, TAK NA SWOIM KONCIE GLOWNYM GRALEM Z BONUSAMI I WIEM ZE NA DRUGIM KONCIE BYLA 1 WPLATA 10 EURO I BRAK AKTYWNOSCI,NIE MAM POJECIA O POZOSTALYCH KONTACH CHOC SA NA MOJE DANE OSOBOWE ,Czy chociaZ 1 z tych kont zostalo zweryfikowane? 

Jedynie co moge tylko napisac TO ze mieszkam w duzym domu razem z siostra i jej rodzina,Posiadamy wspolny dom jak wszystko co w nim jest, Mojej siostry maz byl hazardzista lubial wszystko gdzie stawka byly pieniadze.Gral tez w kasynach online.Nikt w domu nie wiedzial o ,mnie ze czasami zagram,Jezeli te konta zostaly zalozone na tym samym telefonie lub adresie id to jestem pewny ze to jego sprawa 

bawienia sie w takie zakladanie kont.A wiem ze odkupywal od znajomych zalozone juz konta nie interesowalo mnie nigdy po co to robi.NIC WIECEJ NIE MOGE POWIEDZIEC NA TEMAT TYCH KONT, 

WRACAJAC DO TEMATU BONUSOW NIE WIEM W JAKI SPOSOB BONUS ZAGRANY ZA 10 EURO MOZE WPLYNAC NA ZABRANIE KONTA Z KWOTA 85000 ZL

Jak bardzo narazilo kasyno na straty.?

Na te pytania juz bede musial sam sobie odpowiedziec.Jezeli propozycja kasyna jest ostateczna to nie mam wyjcia aby ubiegac sie o cos innego.

 OD samego poczatku wspolpracuje najlepiej jak tylko potrafie i szanuje czas jaki poswiecacie dla wyjasnien mojej sprawy.Przedstawilem cala prawde w tej sprawie Kasyno tez przedstawio sytuacjie zw mojej sprawie z propozycja otwarcia ponownie mojego konta. 

Prosz Ciebie s GURU ocen za i przeciw. gdzie znajduje sie wina .Podrzymuje wczesniejsza wypowiedz ze uszanuje kazda propozycje oraz decyzje jaka zostanie podjeta.Nie do konca zgadzam sie z odpowiedziami jakie uzyskalem.MYSLE ZE NALEZALO BY ZAKONCZYC TEZ SPOR WYRAZAM ZGODE NA KAZDA PROPOZYCJIE,DZIEKUJE JESZCZE RAZ ZA CHEC ROZMOWY ORAZ WYJASNIEN.                                                  

Thank you for your email, kristofer, and I am sorry for the delay.

However, your questions were already explained above.

Dear Vulkan Vegas Casino Team,

Although you have already provided me with some details and evidence, some circumstances are still unclear.

Could you please look at my last email and provide me with the requested information?

Dear kristofer

We are keeping on the investigation.

Would you be so kind to provide the information on who the card 557493******2136/07/2025 belongs to?

Thank you so much for cooperation!

Best regards

WITAM VULKAN VEGAS ORAZ CASINO GURU.OD POCZATKU MOWIE PRAWDE. DLATEGO NIE BOJE I ODPOWIEM NA PYTANIE.CHOC DLA MNIE NIE MA ONA NIC WSPOLNEGO Z OKOLICZNA SPRAW.KARTA NALEZAŁA DO MNIE,BYŁA TO KARTA KANTORU WALUTOWEGO ALIOR BANK.NA KONTO KANTORU WYSYŁALISCIE MOJE WYPŁATY.NIE PAMIETAM CZY TA KARTA BYŁA U WAS WERYFIKOWANA.ZOSTAŁA MI SKRADZIONA W 2021 ROKU NIE PAMIETAM W JAKIM MIESIACU.NIE PAMIETAM CZY WPŁACAŁEM DEPOZYT TA KARTA.OBECNIE POSIADAM TEZ KARTE Z KANTORU ALIOR BANK.

 NAPISAŁES ZE DALEJ ŚLECTWO.DLACZEGO NIE ZROBILISCIE TEGO JAK ZABIERLISCIE KONTO.TERAZ PO TAK DŁUGIM CZASIE ROBISZ DOCHODZENIE..?? PRZECIEZ NAPISALISCIE MI W MAILU[WRZESIEN 2021]ZE SPECJALNA GRUPA TECHNICZNA SPRAWDZIŁA MOJE KONTO GDZIE WYKRYTO DUPLIKAT I PŁATNOSC. TO DLACZEGO TA SPECJALNA GRUPA NIE WYKRYŁA POZOSTAŁYCH ;PONOC;JESZCE 5 KONT Z MOIMI DANYMI. MYSLALEM ZE JUZ WSZYSTKO WCZESNIEJ WYJASNILISMY.ZDJECIE OBECNEJ KARTY .

Dear kristofer

There is definitely no doubt about the fact that you have multiple accounts.

Can you please let us know if you reported your card stolen to the bank?

When did you block this card?

Thank you in advance!

Regards

Drogi Vulkanie.DLACZEGO NIE NA PYTANIE ZADANE WYZEJ?TYLKO ATAKUJESZ MNIE SLOWAMI.Tylko ty wiesz ile ponoć mam kont?Ja wiem o jednym duplikacie i dokonanej wpłacie.I wykrył to Qpspecjalny zespół techniczny.I jeszcze jedno pytanie ? MAM WIADOMOSC OD WASZEGO DZIALU TECHNICZNEGO ZE W LIPCU ZOSTALEM POPROSZONY O DODATKOWA WERYFIKACJIE DOKUMENTOW.ZLOZYLEM KOMPLET. CZYLI 1 VERYFIKACJA W KWIETNIU.2 WERYFIKACJA W LIPCU.PO TEJ KONTROLI WASZA GRUPA. ZNALAZLA DRUGIE KONTO .OD LIPCA DO WRZESNIA NIKT MI KONTA NIE ZABLOKOWAL.COS TUTAJ ZNOWU NIE PASUJE.JEDEN RAZ SYTEM MOZE NIE WYKRYC.ZA 2 RAZEM POWINIEN WYKRYC WSZYSTKIE DUPLIKATY SKORO ZOSTALY UTWORZONE NA IDENTYCZNE DANE OSOBOWE.A ODNAJDUJE JEDEN. OCZYWISCIE ZE ZGLOSILEM KRADZIEZ KARTY.ABY UZYSKAC WIECEJ INORMACJI MUSIALBYM SKONTAKTOWAC SIE Z BANKIEM.CHCIALEM JESZCZE ZAPYTAC DLACZEGO TAK BARDZO INTERESUJE CIE TA KARTA ? POZDRAWIAM.

Hello kristofer

Since the card was used on a different account. And we would like to investigate this.

Thank you!

Witam ponownie.Drogi Vulkanie to już który zarzut? Proszę o szczegóły i dowody na to ?Do jakiego konta oprócz mojego krzysztof.dr....1@wp.pl była wykorzystania karta?

Drogi Vulkanie ponownie nie odpowiadasz na pytania.DLACZEGO TERAZ PISZESZ O NASTEPNEJ KARCIE ? WE WRZESNIU 2021 POMOWNIE GRUPA SPECJALNA I SYSTEM NIE ZAUWAZYL PODEJRZANEGO DZIALANIA?

22 .08.2021 zgłosiłem do banku i na Policjie zagubienie karty.Nie wie dokładnie ile dni wcześniej już jej nie miałem.Była to karta firmowa .Nie korzystałem z nie często.Bylem właścicielem karty .Do karty były upoważnione jeszcze 2 osoby z biura administracji mojej firmy.Nie pamiętam czy korzystałem z nie do grania.Może kilka razy ale nie jestem pewien.

Dear kristofer,

Can you please confirm the mentioned card (557493******2136/07/2025) was assigned to a company/business bank account?

Are you able to contact Alior Bank and request a confirmation of card blocking for the bank card in question? Or, alternatively, can you try to find such an option in Internet Banking? If it is not possible, please, provide us with the communication with Alior Bank Customer Support regarding the matter.

Feel free to share the necessary documents here or use my email (branislav.b@casino.guru).

WITAM PONOWNIE .PANIE BRONISLAWIE DOKIUMENTY WYSLANE NA E-MAILA. POZDRAWIAM

Dear kristofer,

Thank you for your email and the provided documents. Currently, I am still waiting for a reply from the casino representative via email.

In the meantime, could you please explain how it is possible that some of the payment methods were used in more connected accounts?

As for your question relating to personal details and other accounts that you asked several times in this thread - what should be the purpose for someone else to create accounts with your personal details?

WITAM. Tak jak wczesniej napiasalem jestem poinformowany o platnosci z mojej osobistej karty tylko do konta kris.....@wp.pl.Myslalem ze od ciebie uslysze odpowiedz dlaczego ktos robi takie konta.WIADOMO ZE NIE WYPLACI PIENIEDZY BO SYSTEM WYKRYJE DUPLIKAT{chociaz mi nie wykryl az 5 kont} o tych kontach wiem od ciebie, PYTASZ O METOTY PLATNOSCI ;W MOJEJ GRUPIE NA FB CZESTO SIE MOWI O METODACH WPLAT I WYPLAT W DANYM CZASIE NP BYL CZAS NA DEPOZYTY PRZEZ ECOPAZ PO JAKIMS CZASIE NP konto paysafecard ,,,Dlatego widac podobne metoty bo jest to reklama metod.NP GRUPA 6TYS OSOB I NAGLE PRAWIE WSZYSCY UZYWAJA TEJ SAME METODY.

Drogi Guru jeszcze raz zaznaczam że nie znam histori pozostałych kont..nie wiem czy były tam depozyty czy ich nie było...nie znam nazwy kont ani ich id...

Dear kristofer,

Is it possible that you registered more accounts in Vulkan Vegas Casino and forgot about it?

As for the same payment method, it would have been alright if only the same type of payment method had been used in more gaming accounts. That is common. But, exactly the same payment method (also your other bank card) was used in another account. It would mean the players who deposited on some of the connected accounts had to have your bank card physically available and use it for payments to the casino. Therefore, it is hard to believe that other gaming accounts were registered in your name and with your personal details without your knowledge and that you did not know about your card use by these players. Moreover, it would be likely impossible to prove that you did not use your bank card within the time frame between losing the card and reporting it to your bank, or that it was used by someone else at this time (for deposits in the same online casino).

Anyway, I am not sure if I understood the casino representative's suggestion correctly, but, as playing in this way does not make sense, and (for now) it looks like there was no unfair advantage gained, I would like to inform you about these updates:

• The balance on your account at the time of account closure was PLN 69,639.83 (not 85,000)
• The casino could theoretically reopen your account, but with a penalty of 25% - probably from the remaining balance, which means approximately PLN 52,230 after penalization, because of reasonable grounds to believe we are talking about multiple accounts use. However, further proceeding regarding your account after a withdrawal and other (active and possible future) accounts would be in the casino's hands.

Can you please confirm your balance was PLN 69,639.83?

We still need to discuss some details with the casino, but - would you accept such an offer if the casino confirmed it?

Witam.Nie pamiętam aż tak dokładnie salda ale potwierdzam sumę.Jezeli kasyno przedstawia taka możliwość zakończenia sprawy też wyrażam zgodę.Czekam na oficjalne zakończenie sporu.

Alright, kristofer. Thank you for your confirmation.

Dear Vulkan Vegas Casino team,

Can you please also confirm I understood your suggestion correctly, and the casino is able to re-activate the player's account (or let him withdraw) with the stated penalization provided that the payment methods belong/belonged to him?

It would be good if you could check my last two emails regarding the case (sent on March 8 and 15, 2023).

Hello Branislav,

Responded to your e-mails.

Regards

Greetings all,

Dear Vulkan Vegas Casino Team,

Thank you for your email and the additional information.

Please, see my last response with the explanation, and feel free to let us know about the final casino's decision directly here.

Hey Branislav,

Responded.

Best regards

Dear kristofer,

Can you please check your account, request a withdrawal and inform us about the progress of your issue?

Looking forward to hearing from you.

WITAM WSZYSTKICH I CHCIALEM PODZIEKOWAC VULKAN KASYNO ZA CHEC ROZPATRZENIA POWNIE MOJEJ SPRAWY ORAZ PANU BRONISLAWOWI, ZALODOWALEM SIE NA SWOJE KONTO I ZLECILEM WYPLATE.POZDRAWIAM

Great news, kristofer!

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

WITAM PONOWNIE.PRZEKAZUJE WAM ZE KASYNO VULKAN W EXPESOWYM CZASIE WYPLACIŁO WSZYSTKIE OBIECANE PIENIĄDZE.pozdrawiam

Dear Branislav,

Is there anything else we can assist teh player with?

Thank you!

Greetings all,

I am sorry for the delay.

Thank you, kristofer, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Vulkan Vegas Casino, for your help, cooperation, and willingness! Nothing is really needed anymore regarding this case.

Best regards,

Branislav, Casino.guru