The player from Brazil has opened multiple accounts. We ended up rejecting the complaint because the casino provided relevant evidence supporting this claim.
Vulkan Vegas Casino - Player opened multiple accounts.
Amount: €1,719.73
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
3 years ago
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3 years ago
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Hi, they accused me of having multiple accounts and blocked my account.
I'll be honest and hope the Vulkan team is too, I actually created two accounts, the first account I created, played for minutes and forgot password, didn't get verification email, and didn't get password reset email. So I created another account (and wrote down the password in a notebook) kkkk , and the same problem happened, I didn't receive verification email, I contacted support.
The support itself told me that they were having a problem forwarding emails to @hotmail.com and asked me to change the email.
I made a profit of €1719.73. And the account was blocked I was accused of multiple accounts, and bonus abuse.
Let's go then:
1. It wasn't bonus abuse the other account was reset, what is this abuse? If I was abusing the bonuses, I wouldn't have 2 accounts, I would be creating accounts until now.
2. The email system was faulty, the operator himself said this on the website on the live website (they must have this conversation).
3. With the flawed e-mail system, an account with a balance of €0, we all know how much bureaucracy it would be and how long it would take to get in touch with the chat. Do you know how we players are, when it comes to the desire to play, we play, what did you want me to do? Play on another site? So I created an account with the idea of DEPOSITING, not abusing bonuses. I profit from the bonus balance, ok but it wasn't a scam, I played for hours without sleep, they have access to the straight hours played too.
The Vulkan team: Now I know it is forbidden to have two accounts on the site, but please do you have the conversations, I have been calling open talking about the email problem, I have sent my documents, I have proof of deposit. I hope you are supportive, and understand that it was a flaw in your system, it's okay to have two accounts, I didn't know, what was it? We all agree to terms without reading them all the time on the Internet. Now I know, please unlock my account so I can continue betting. I'm not cheating anything, I'm not a mobster, we're not talking about millions, it's €1719. I'm getting sick, I was happy with the victories, now I can barely work properly. Please.
is it fair for me to lose my money, the hours I spend, because of a system failure?
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3 years ago
Dear Gabriel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:
„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."
Have you accumulated your winnings with or without an active bonus, please? If yes, did you claim a bonus with both of your accounts?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
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yes Kristina I understand, I claimed bonuses that I remember only on the account I invested, the other one was zero.
I can't deny the fact that their email system was broken, I even have screenshots of the email I sent them reporting the problem. obviously it was naive of me not to read the rules. But I would like the casino to look into my case. and after realizing that I had no intention of harming the company, I was released to continue playing. I know I was wrong, but look at everything that happened, hey I played for hours I made a deposit, the other account was zeroed what a fraud they accuse me of, I only profited from the account I deposited 🙁
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3 years ago
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some casinos you give the seal here on the website of "solidarity casino" I hope the Vulkan team will think carefully about my case, hey it's not millions of dollars. i just want to have fun i'm not a criminal, look at the facts i'm being honest
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3 years ago
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Vulkan Vegas, please am an honest person. You can look for my CPF on the website of nurses' agencies in Brazil, I worked throughout the covid-19 pandemic, taking care of lives, I can prove it with photos.
Now I know what the terms say, but think of me as human beings, please, my winnings at your casino are not much, but the health worker in Brazil is not valued, exposing my life to risks these gains are 4 times my salary, I can prove it.
Please let me continue using your site with my account. I ask from the heart.
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3 years ago
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Let me withdraw the profit, so that I am not harmed, as you have already done with other cases here at guru, and then block the account.
Please, I'm getting sick, look at the salary of a health worker in Brazil, we risked for crumbs, for this gain I would buy a motorcycle to go to work. Please help me.
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3 years ago
Thank you very much Gabriel for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
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Hi Peter, I would like to ask VulkanVegas casino for your cooperation. as I said above.
their email system was broken.
I have prints as proof (if necessary) of the contact I made with support, that I did not receive the confirmation emails and resetting the accounts. the first account I created didn't play for an hour, the other account played for hours without sleep. I made a profit and would like to cash out, I can prove that I am a nurse, I risked my life in this pandemic, and this amount in my country is a large amount, it would help me buy a motorcycle to work.
if they are human and see the facts, deep down they will know that I intended to harm anyone.
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3 years ago
Hi Gabriel,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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Hello Vulkan Vegas team.
I believe my case is the same as the case below.
https://pt.casino.guru/vulkan-vegas-casino-o-jogador-foi-acusado-de-abrir-5
I had no intentions at any time, you can look at the hours played on the accounts, I was looking for a reliable casino to make deposits, I lost the password for the first account, I couldn't reset the password by email, so as the account was reset, I created another one to make deposits. One day after the first deposit the account was blocked, I ask from my heart, unblock so I can continue to make monthly deposits, I really liked the casino interface, clean without much information, 24 hour support. I would really like to continue. If it repeats, you can block it without further ado, I give you my word that from now on, you will not see another account accessing this IP.
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3 years ago
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I'm not a mobster, I'm not a criminal, please have a heart, it was a mistake, I understand that the block is carried out automatically by the system, I made a mistake, I had no intention of harming anyone, please, I'm human.
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3 years ago
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it's me again, i'm refreshing the page every 2 hours. let me draw please i'm getting sick of it.
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3 years ago
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I've contacted support thousands of times, they say the same thing, they can't do anything the account is permanently blocked, but here on the site I see accounts in the same situation that were unlocked, I would like to say that in my country this is an amount too high, and if it doesn't get paid, I'll go find a cybercrime lawyer. You will spend more on lawyers than paying the amount I received. For God's sake I'm a righteous person, or it's happening I don't deserve this.
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3 years ago
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guru please delete the above message, disregard it. I was nervous. but in anger we solve nothing in this life
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3 years ago
Hi Gabriel,
Vulkan Vegas Casino usually replies to complaints published here, so I'm expecting to hear from the casino soon. You can edit your reply yourself, there is a button for it under each of your posts.
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3 years ago
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i'm disappointed with the support team all they tell me is that it's impossible to unlock the account. my god man when will they understand that the e-mail system was not working
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3 years ago
Dear Peter, Gabriel
I looked thoroughly at this case.
The player indeed opened up at least 4 accounts and received 5 no-deposit bonuses, one of which was successfully wagered.
The duplicating accounts are:
vegasgabriel013@hotmail.com (the account, where t6he no-dep bonus got wagered)
Gabrielvegas123@hotmail.com
Vegasgabriel123@hotmail.com
vegasgabriel12@hotmail.com
+ I am confident there are more.
At every account the no-deposit bonus was activated and played. This is call "bonus abuse" and thus breaches general T&Cs as well as the bonus T&Cs.
As a result all player's accounts remain permanently blocked.
Hope this clarifies the situation.
Kind regards
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3 years ago
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You are wrong, I am not aware of any of these accounts, the truth is that you do not allow players who got lucky with the bonus to continue playing. that's the truth, just look at the complaints on the Guru website, honestly if you can't pay the players, don't offer bonuses.
and i want my deposit back, to deposit on some honest site. thanks
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3 years ago
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you think I'm a clown, I already said I created two accounts, and now you show up with two more, you're sabotaging me, I don't have to lie
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3 years ago
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I would like the CNPJ number of the loan company, as I will file a lawsuit against you.
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3 years ago
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Team Guru, the case can be closed after informing me the company's CNPJ, I will contact all players who complained about the site, and file a joint process. I've already contacted a cybercrime lawyer. thanks for the help Guru.
I will resort to legal and judicial methods now. as I said in my country this money is worth a lot. they accused me of 2 accounts for days in a row, now they accuse me of 4 accounts that I have no idea where they came from
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3 years ago
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just give me the company's Cnpj. cnpj is not at the bottom of the site, which is where it should be.
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3 years ago
Hi all, thank you for your replies.
Dear Vulkan Vegas Casino team,
Could you please send evidence supporting your claims to my email address (peter.m@casino.guru)?
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3 years ago
Thank you Vulkan Vegas Casino team for the email and evidence.
Hi Gabriel,
Unfortunately, the casino provided evidence clearly showing that you registered all those accounts. I'm afraid, there's nothing we can do for you. I can only recommend you open exclusively one account in each casino to avoid disappointment in the future. If you disagree with our decision, you can always turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.
Best regards,
Peter
