The player from Germany has been accused of opening duplicate accounts. Admittedly, he has opened two different accounts. Although we received evidence from the casino that the player really has opened multiple accounts, however, it came to light that the old account was not used for months and the player has actively used only one (new) account, and the winnings were gained in compliance with the casino rules, so we were able to help the player to solve the issue and the player can use their casino account in full.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €15,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Hello, I had made an account at the end of 2021 but had it deleted (at least I thought so) and opened a new one in the middle or at the end of 2022. I've been playing on it for a good half a year now and everything worked without any problems, deposit and withdrawal until now. I gambled away a lot over the months and then had a really good profit, I wanted to have it paid out to me and suddenly I was accused of having 2 accounts and that's why my account is blocked and the profit cannot be paid out, although it always worked before. I'm really desperate and don't know what to do.
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11 months ago
Dear quentin33,
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? Were those two accounts active simultaneously?
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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11 months ago
Translation
Hello Petronela
Thanks for the answer.
As I said, I had an account from the end of 2021, which I no longer remembered having because I thought it had been deleted at my own request, I haven't used this account since then, logically, so that doesn't mean both accounts at the same time were active about 1 whole year apart.
Both of these accounts are verified. I have been able to make deposits and high withdrawals on the new account for half a year without any problems and everything has been going well until now. Which makes it even more questionable for me why I am now suddenly blocked because of a very high profit. I didn't use any bonuses or other offers on the new account, so I didn't get any benefit from it.
Sincerely yours
quentin
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11 months ago
Thank you very much, quentin33, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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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11 months ago
Hello quentin33,
I'm Michal and I have taken over your complaint. I have reviewed this case and as my colleague Petronela mentioned it is strictly forbidden, in the majority of the casinos, to have more than one account. I will try to contact the casino to see if anything can be done here, but please bear in mind that it is up to the casino to decide if they will be able to reconsider their decision.
We would like to invite Vulkan Vegas Casino to join the conversation.
Dear Vulkan Vegas Casino,
I understand that every player is allowed to open just one casino account, but if the player's old casino account was really not used for months and the player opened a new account unknowingly that the old account was still active, I am not sure if the player gained any unfair advantage with this. As long as all the "normal" gameplay was only in the new account and the winnings were gained according to the rules, we believe the winnings should not be voided. Can you please provide more info about this situation?
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11 months ago
Hello all,
Indeed the last spins were back in 2021. No similar bonuses were used. The case is reconsidered. The player may continue using our services.
Regards
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11 months ago
Dear Vulkan Vegas Casino,
Thank you very much for your fair approach.
Dear quentin33,
Good news. As per the Vulkan Vegas Casino response, your account should be unblocked and all services should be working again. Please let me know if your issue has been resolved.
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11 months ago
Translation
Hello Michal and Vulkan Vegas,
Thank you very much for your effort, I am really very grateful to you, thanks Vulkan Vegas, everything is working again, the account has been unlocked.
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11 months ago
Dear quentin33,
Can you please confirm if we can consider your issue to be resolved?
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11 months ago
Dear quentin33,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, quentin33, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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