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

So I was referred by a friend to receive a promotion of 50 Free Spins on a game I spun the 50 and did the Rollover everything was fine, so far everything was fine, then I sent my documents to do the KYC Verification and when I had my documents validated I immediately got they blocked it, this is a huge lack of respect, I did the whole process correctly, a job to do the rollover afraid of losing more, I managed it and then they come and block me, I contacted support and they claim that I had a duplicate profile and that I was just invited by a friend to do the promotion and I didn't understand why that happened, I wasted my time and the bonus I got which was already my rollover and everything else.

Dear adilaalves99,

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?

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, so there is a possibility that someone created it with the same IP address only, that's because when I received the invitation from my friend I was in the same place as him so the IP address could be the same, but that cell phone was never used for the creation of another account for anyone or for any neighbor and no one and no neighbor has created an account with my email, there is no such possibility and I appreciate the feedback

Thank you, adilaalves99, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

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

Dear adilaalves99,

Could you please elaborate?

Dear adilaalves99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello good morning, email number "1" I have nothing to do with him, email number "2" was the friend who referred me and email number "3" is my own account email, if these accounts were created on the same IP address no I can do nothing, just that I believe that whoever referred me was on the same network because we were in the same place

Do you and your friend share anything else except for the IP address? Do you have the same last name or household address?

The last name is the same by chance we are not from the same family and we live in the same village

So the household address is different, is that correct?

Have you played from your own device?

Exactly is the device I used to access my account

I do apologize but I don't understand completely. Have you used your own device to access the casino account? Is the household address different for you and the other involved person, please?

Exactly young man, the access to the account was done by my own device that's what I've been trying to explain for a while now and the address I use is where I live

Are those two addresses different, please?

What two addresses? I said that my address is one place and his is another place we live in the same village

Thank you very much, adilaalves99, 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, adilaalves99,

I am sorry to hear about your situation, and I apologize for the delay. Now I will ask the casino about the details and try my best to resolve the issue as soon as possible.

Dear Vulkan Vegas Casino Team,

If we are talking about a breach of the casino's Terms and Conditions, as you mentioned in your previous post, is the casino able to support its claims and 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 Branislav

Pardon for a delay in reply.

The e-mail with explanations was just sent.

Kind regards

Greetings all,

I am sorry for the delay.

Thank you for the data provided, Vulkan Vegas Casino Team. Can you please look at my last email regarding this complaint and provide me with the requested details?

Dear adilaalves99,

Can you please confirm that you and your friend used the same device/IP for playing in the casino, and you both used the same no-deposit bonus?

Could you rationally explain how is it possible that the user who you allegedly do not know (the third account/email) registered in the casino with the same surname as you and your friend, used the same no-deposit bonus, while at some point, this person played in the casino from the same IP from which you and your friend played before?

What type of internet connection did you use for playing in the casino? I see there are only 2 types (IPs) you used.

It's like I said before, we used the same IP address because he created the account in the same place as me, but we didn't use the same device to create the account, and I repeat the same IP was identified because I sent him the invitation to register and agent lives in the same place

Hello,

The proofs were sent

Kind regards

Dear adilaalves99,

Thank you for your reply. I also asked the casino representative for some additional details, and I am waiting for his reply via email. However, I am afraid not all of my questions have been answered, and a few other ones arose. Therefore, I would like to ask again.

Can you please confirm that you and your friend used the same device/IP for playing in the casino, and you both used the same no-deposit bonus?

Could you rationally explain how is it possible that the user who you allegedly do not know (the third account/email) registered in the casino with the same surname as you and your friend, used the same no-deposit bonus, while at some point, this person played in the casino from the same IP from which you and your friend played before?

What type of internet connection did you use for playing in the casino? I see there are only 2 types (IPs) you used.

And now a few more questions since I noticed there are some inconsistencies in your versions above.

You mentioned that your friend referred you to sign up, but in your last post, you stated that you invited him. Why did the version change? In addition, the third account used the same IP as you and your friend, so it is obvious you know each other also with the owner of the third account who used the same no-deposit bonus.

Anyway - if it is strictly forbidden to use more than 1 account in the casino per IP/device/household/etc., which is one of the basic conditions in every online casino, how do you imagine proving that you did not use all the connected accounts, or that 1 person did not use all the accounts, and did not abuse the no-deposit bonus offer, please? How can you explain that all 3 linked accounts used the same surname?

Dear adilaalves99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Hello good morning, look there is no inconsistency in any response, I didn't say that the friend had invited me if they understood that I'm sorry they understood it wrong, I said that I invited the person who was mentioned and not she invited me they are confusing things and in regarding the IP I keep saying an account was created in the same place because we live in the same town repeating this again and answering again no other account was created with this mobile phone it was just my account that was created by this mobile phone and this supposed third person who you insist that I know I am not obliged to know anyone so there are several people in Brazil with similar last names so I won't be able to clarify this for you and say that I will figure out who this person is that's what I have to say once again, but if the casino doesn't want to unlock the account then that's another thing I can't do anything else, if they insist so much on not releasing it anymore I can't do anything, if you want to unlock it do it soon and that's it I'm already tired and it's not the case first person I see complaining that they make a deposit and then the account is blocked, luckily I had no money in it, I only see this as a negative point for the platform, it scares everyone who enters it myself if it doesn't work out to unlock my account account I don't even want to see this platform anymore, it was frowned upon in my view, good morning everyone, bye

Thank you for your explanation, adilaalves99. It is possible that there are translation discrepancies, but please, read the first sentence of your first post in this thread, and then your post from May 18, 2023. In addition, if several people playing in the same casino live in one city, it does not automatically mean their IP will be the same, and it is rather a rare case. Some of the data matches could indicate common signs of multiple account use and bonus abuse.

Anyway, there is still ongoing communication between me and the casino representative outside of this thread, where the whole situation and circumstances were being discussed in more detail, and it looks like the casino is able to reconsider its decision and restore your account. Therefore, allow me please to ask the casino representative for an update.

In the meantime, I recommend you check your account and let us know if there is any progress.

Dear Vulkan Vegas Casino team,

Could you please provide us with an update on the matter? Can you confirm the casino is ready to restore the player's account? If yes, can you let us know once it is done?

Hello all,

The player may now access the account.

Kind regards

Dear adilaalves99,

Can you please check your casino account and provide us with an update? Can I consider your issue resolved, or is there anything else I could help you with?

Hello good morning, I wanted to thank everyone who helped me recover my account, everything went well, the account was recovered, I just needed to do the Kyc verification again for my profile to be verified again, otherwise everything is ok, thank you all, the partners at Casino Guru and Vulkan Vegas for unlocking my account.

Great news, adilaalves99!

You mentioned the account has been restored.

Would you please like me to wait until everything is completely resolved, or can I consider the case resolved and close it?

We'd like to confirm the player has received the winnings from no-deposit bonus. Looking forward to getting more "relatives/neighbors" alike 🙂

Kind regards

Thank you for the update.

Let's just wait for adilaalves99's response and confirmation. Then, the complaint can be closed, and the casino can do anything with the disputed account. In case the casino decides to close the complainant's account, other possible related complaints in the future will be considered accordingly.

So they only unlocked the account for the Bonus to be withdrawn? It was not my only intention to withdraw only the bonus, I really want the account unlocked for future casino use and so on.

Well, Branislav, you see, every player (including the bonus-abusers) they make mistakes.

When attempting to log in, the disputed account used the cell phone of the neighbor (or whatever), she could not remember the password 🙂

Despite the fact the casino was clearly right this time (when blocked the account), here at Vulkanvegas, we strive to bring the customer satisfaction to the maximum. @adilaalves99 you should really appreciate what CasinoGuru does.

Best regards,

VulkanVegas

Yes, we know, and we understand it completely. However, it is necessary to see it clearly in evidence. We do not have access to the casino's system, so unfortunately, we cannot see all the details you see. But, since we prioritized saving time over gathering evidence, it should be the best way how to close the case.

Dear adilaalves99,

The casino has the right to close any account and stop providing its services at any time without giving a reason. If a player's balance is paid out to the player, we accept it. It is a common situation, especially, if we are talking about players who only claim no-deposit bonuses without any other activity or making deposits.

It is not clear what the casino will do with your account. However, if the balance has been paid, it is at his sole discretion.

Can you please confirm the disputed winnings have already been credited to your payment method?

It's ok thank you very much everyone can close the case

Thank you, adilaalves99, 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, I 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 team, for your help and cooperation.

Best regards,

Branislav, Casino.guru