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

Hello casino guru, today I was faced with trying to log into my account and I couldn't, I contacted the chat and was informed that my coa had been blocked, it's already been 6 working days since I had done the kyc verification and the casino just asked me to wait. The chat informed me that there were multiple accounts, and I never sent a document to this casino. Then my only account is this one, they made me a proposal without logic to give me 15.00 usd and I return with the account, and this is not even the amount I deposited. So they're not wanting to pay me and they're accusing me of having another account since I sent my documents and they're talking about already having another account

Dear Elviscavalcante,

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? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino 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

I explained in the online chat, unfortunately the casino blocked me and didn't notify me. I explained that my wife whom I referred to the casino used my email address. She lost with her access, I gained. All my winnings were without bonuses, I did everything unprecedentedly, unfortunately my wife who also wanted to be a customer of the casino gambled and lost. They want to reactivate my account, but I lose my earnings and only my last one is valid after 15USD. I didn't use it in bad faith against the casino, only my wife was also a customer of the casino and now they don't want to pay me.

I apologize to the casino that she also tried her luck at the casino and used my email, she didn't know how to use it otherwise, and used an email in my name. I never wanted to act in bad faith against the casino, but I won onstage so I think I'm entitled to receive my winnings. If I had lost the casino it wouldn't return the amount I had lost, correct!?

As I told the casino I even accept to receive less, you can penalize me with half the winnings. But I already think it's evading paying

Thank you very much, Elviscavalcante, for the clarification. Could you please advise if the account of your wife has been successfully verified in the past? Do I understand correctly that she has used your email address but entered her credentials when registering the casino account?

She didn't get to check in, that was the only day she played at the casino. After that, he hasn't used it again or checked it yet.

Do I understand correctly that she has used your email address but entered her credentials when registering the casino account? Could you please advise if your wife has redeemed any promotional offers when depositing funds? Thank you very much in advance.

Correct, she entered my credentials, she did not withdraw any

When you wife has registered her account, your email address and your name have been used?

On June 28, 2021, they were used by her

Could you please confirm or deny the following:

1. your winnings have been accumulated without an active bonus
2. your wife played one session only and lost her deposit
3. your wife has used your email address to register her casino account
4. you deposited several times before accumulating your winnings

Thank you very much in advance.

1 correct

2 correct

3 correct

4 correct

Thank you very much, Elviscavalcante, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Elviscavalcante!

From now on, I will try my best to help you with your issue. I would like to invite representatives of Vulkan Vegas Casino into this complaint's thread in order to help us resolve the situation.

Dear Elviscavalcante, Peter, Martin

According to Casino T&Cs:

"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

We act strictly in accordance with the rules above.

We can see player id 12390590, registered under:

First Name: El**s cava**ante

Last Name: Soa**s

DOB: 15.09.1995

The second account is 21225767, registered under:

First Name: El**s

Last Name: Soa**s

DOB: 15.09.1995

Same iphone and IP address is used.

There is no mentioning of your wife's account whatsoever. Thus, we are completely sure these two accounts below to you solely.

The condition for unlock remain the same - we are ready to leave your last deposit.

Kind regards

As I said and I say again, I didn't cheat in the game, I earned my values honestly. My wife lost and you don't question it. My value was earned and you don't want to pay me, the truth is that you are refusing to pay.

I even accept the punishment of paying me a part of the amount earned, they can pay me half for her mistake, but if I refuse to pay all this, it's already ugly

Dear representatives of Vulkan Vegas Casino,

I would like to ask you to forward all the relevant supporting evidence to my email address: 'martin.d@casino.guru', this way we will be able to examine and carefully review the necessary information better.

Thank you in advance.

Hello,

The evidence was sent on July 21

Kind regards

Dear Elviscavalcante!

The casino has provided us with sufficient evidence proving that you were using multiple accounts. Since this behavior is strictly prohibited, we are not able to support you in this case.

Is there anything else we can help you with?

No thanks to the casino guru. I have my same thought that I was robbed by Vulkan Vegas. They will refuse to pay what was rightfully mine, but life is like that. I just wanted what was mine and I didn't use it in bad faith and my wife was also a casino customer. Thank you so much for your attention and for trying to help me. I wish everyone success and Vulkan Vegas as well because they don't pay customers.

can close the case

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.