The player's Vulkan Casino account was blocked with a 2,400 EUR withdrawal pending. The player claims to have submitted all KYC documents and denies having any knowledge of a second account. The casino offered to unblock the account but proposed taking the balance and leaving only 500 euros without providing specific evidence of account linkage. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €2,400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
z***** vul@wp.pl
VULKAN CASINO BLOCKED MY ACCOUNT WITH 2.4EUR WITHDRAWAL. MY ACCOUNT CREATED 06/01/2023 I HAVE SUBMITTED ALL KYC DOCUMENTS. BEFORE I PLAYED WITH BONUS AND NO BONUS MONEY. AROUND 6/8/2023 THE ACCOUNT WAS BLOCKED, I GOT AN INO FROM THE SUPPORT THAT THIS IS MY SECOND ACCOUNT I HAVE NEVER GAMBLED AND HAVE NO IDEA ABOUT THE SECOND ACCOUNT. I WAS TOLD THAT THE SECOND ACCOUNT HAS THE SAME PERSONAL INFORMATION AND I USED NO DEPOSIT BONUSES ON BOTH ACCOUNTS. A pet on my account vul@wp.pl there is no information. Today, however, I got a proposal from Mrs. Maja that they can unblock my account provided that they take my balance and leave only 500 euros. I asked for specific proof of linking accounts, e.g. the bonus itself, I was not answered, I am devastated by this way of taking people's money honestly won. Please help me
Edited by a Casino Guru admin
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1 year ago
Dear zwierzakvul,
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? Have you accumulated your winnings with or without an active bonus? Was your account successfully verified in the past?
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
WELCOME. Dear Guru, there is NO POSSIBILITY FOR SOMEONE TO CREATE AN ACCOUNT FROM MY PHONE OR INTERNET,
I live with my parents and have never played in a casino, A friend persuaded me to play and I managed to win, THE WON WAS GIVEN FOR MONEY WITHOUT A BONUS, SUCH DATA SUCH AS NAME AND SURNAME, DATE OF BIRTH OR RESIDENCE, YOU CAN FIND OUT WITH NO PROBLEM ABOUT ANYONE AND MAYBE SOMEONE I KNEW MY DATA. I HAVE ONLY CREATE 1 ACCOUNT I HAVE GIVEN KYC DOCUMENTS AND I HAVE BEEN BLOCKED FOR A MULTI ACCOUNT, I ASKED FOR ANOTHER IDENTITY ID AS DUPLICATES BUT I DID NOT RECEIVE THEM FROM vULKAN, PLEASE HELP
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1 year ago
Hello zwierzakvul
Can you please confirm you play using your Windows-based device (desktop PC or laptop)?
Does anyone else have access to it?
Thank you!
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1 year ago
Translation
WELCOME, vULKANIA YOU HAVE ALL THE ANSWERS GIVEN ABOVE. YOU CHARGED ME FOR A MULTI-ACCOUNT, TOOK YOUR FAIRLY WINNING MONEY AND PLACED ME WITH ANY PERSONAL DATA. admitted, unfortunately I can't because I have no idea about other accounts. I won my money honestly and you took it from me, Can you confirm that I played on the same device and used the same ip and played bonuses without depo WHAT ARE THE OTHER ACCOUNTS OR THE ACCOUNT THAT SHOULD HAVE MY PERSONAL INFORMATION? Provide at least 1 piece of evidence in addition to personal data that I have a connection, EVERY COMPUTER HAS A WINDOWS SYSTEM AND MY DEVICE HAS A WINDOWS SYSTEM. CAN YOU PROVIDE ONE SPECIFIC PROOF? YOU CAN'T BECAUSE HE DOESN'T EXIST, I REPEAT THAT I ONLY HAVE ONE ACCOUNT WHERE I GOT THE KYC AND IT WAS TAKEN
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1 year ago
Translation
VITAM VULKANA. DURING MY PRESENCE AT HOME ONLY I USE, PARENTS ARE OLDER AND CANNOT.
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1 year ago
Thank you very much, zwierzakvul, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Translation
Hello. It can't be like that. Vulkan, without proof, only takes personal data from the account. Without proof of the same ip address, without the device. There is nothing in the account history about bunusie without depo, Vulkan, where does this information come from.
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1 year ago
Hello zwierzakvul,
I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Dear Vulkan Vegas Casino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? 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 (tomas.k@casino.guru).
Thank you in advance for providing the information.
Kind regards,
Tomas
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1 year ago
Dear zwierzakvul,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using bonuses bonus in both accounts. The casino acted correctly and within its terms and conditions.
Sorry, we were not able to help you with this one, but 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, Vulkan Vegas Casino, for providing information and for your cooperation.
Best regards,
Tomas
