The player from Germany won €3,500 at Vulkan Vegas back in March but their account was blocked due to an alleged duplicate account. The player claims to be unaware of the second account and requests assistance. We rejected the complaint because the player didn't respond to our messages and questions. We’ve reopened this complaint as per the player’s request. After a closer examination, we ended up rejecting this complaint as unjustified.
Vulkan Vegas Casino - Player has been accused of opening multiple accounts.
Amount: €3,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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10 months ago
Translation
Hello dear CasinoGuru team, I just saw that you have already successfully solved a case from Vulkanvegas for running a duplicate account. I have pretty much the same problem. On 03/15/23 I won an amount of 3500 euros at Vulkan Vegas. Suddenly, my account was blocked and when asked, it was said that I had another account that I didn't know anything about. Nevertheless, this must have been known to the casino, since I was also able to deposit diligently. I would be happy if you could help me. LG Peggy
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10 months ago
Dear peggylein117,
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? Was your account verified previously?
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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10 months ago
Translation
Player's additional comments:
Dear Petronela,
I am happy to answer your message.
In fact, I found out that my ex-boyfriend gave me the device I'm using as a gift. We lived together at the time of the win and used the same IP address. He also opened an account with Vulkanvegas in my name (unfortunately this also affects other things). I just played with my account sc*****erg@live.de. The win was made with real money and no bonuses.
I really hope you can help me.
Kind regards and have a nice day
peggy
Edited by a Casino Guru admin
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10 months ago
I see. So your ex-boyfriend opened an account under your name using a device that he later gave you as a gift, is that correct? Was the previous account verified, please?
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10 months ago
Dear peggylein117
Can you confirm the e-mail peggyl**n1990@freenet.de belongs to you?
Please kindly let us know if you've filed a lawsuit against our company?
Thank you in advance for your responses.
Best regards
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10 months ago
Translation
Hello Petronela, yes that is correct.
I verified my account when I won the big amount and suddenly my account got blocked. LG Peggy
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10 months ago
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@volcanovegas
No, this email address does not belong to me. I have not filed a lawsuit. I merely asked a lawyer for assistance. To date, there has been no response to the attorney's letter.
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10 months ago
Would you be able to explain why your ex-boyfriend opened an account under your name and clarify how long ago it happened?
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10 months ago
Translation
Hello Petronela, unfortunately I can only guess. I suspect that an addiction to gambling is the cause of his behavior. I think he opened the account between January and March. Unfortunately, Vulkan Vegas does not allow me to see the account that supposedly contains my data. LG Peggy
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10 months ago
I'm sorry, peggylein117, but it doesn't look very good. Could you please confirm the following?
- both accounts were created with your credentials
- both accounts were created from the same IP address
- both accounts were created from the same device
- the account that was created by your boyfriend used the email address with the same nickname that you use on our website
- both accounts were active simultaneously
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10 months ago
Dear peggylein117,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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9 months ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Player's additional comments:
Dear Casino Guru Team, unfortunately I could not get back to you due to a long illness and would like to reopen the case.
Best regards
peggy
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9 months ago
Thank you, peggylein117, for getting back to us. Please check my last comment before the complaint was closed and try to assist. Looking forward to hearing from you.
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9 months ago
Translation
Hello everyone,
Yes, both accounts contain my personal information and credentials, but not created by me.
Yes, since my ex-husband and I lived together, we also had the same IP address.
Yes, the device I use was his before and he gave it to me when he got a new device.
Yes, he used the same information and nicknames that I always use. He probably wanted to make it look authentic.
I don't know if both accounts were active at the same time.
LG Peggy
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9 months ago
Could you please confirm whether the first account has been verified in the past?
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9 months ago
Translation
No, my account was blocked when trying to verify my winnings.
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9 months ago
What about the account that your ex-boyfriend created? Was that one verified?
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9 months ago
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I don't think so, no. Since Vulkan Vegas does not give me access to this account, I cannot say what data is included. LG Peggy
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8 months ago
Regrettably, in this instance, the casino faces a significant challenge in discerning the identity of the individual using each account. Given that the same device and identity were employed to establish both accounts, it becomes arduous, if not impossible, to definitively attribute the activity to either the player or the ex-boyfriend.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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