Vulkan Vegas Casino - Player’s account blocked after significant win.

This week i won about 65000.I made a withdrawal 1200.Everything okay.got that in my bank account today.Also before that get small amounts everything was okay.after that i made another 7000 withdrawal today and get e mail that Your withdrawal request has been accepted for processing.next time today tried log in but account is blocked without no explanation and theres still 61473,37 in it.tried live chat they said that request is in some department. played succesfully long time,but when got big win, problems started.feeling terrible about getting money and account back

Hello fischer3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello!

KYC complete in 05.2023.All documents verified.I used real money.No active bonus time.There were a lot of succesfully withdrawals before

Last time spoke with casino 26.01.2023

Today i asked again and then they talked about 100 and 1000 euros and duplicate accounts.it looks like system for them.i have a lot off accounts in other kazinos.

Dear fischer3,

Do I understand it correctly that you own multiple accounts in Vulkan Vegas Casino as well?

Hello Nick.

There may be one account mistakenly made.I want to clarify that this was not intentional, and I am reaching out to resolve the matter. Please guide me on the necessary steps to address and rectify this situation.I am pretty sure that there no harm done to anybody.

Thank you!

Hello,Nick!

Is there everything ok about my case?Waiting for your answer.

Thank you.

Hello Nick again!

I contacted via live chat today.It looks like i have duplicate account, but i dont use it.I have main account with which i played long time.They want to confiscate all my winnings.I didnt know if i used any bonuses .But this account is created long time ago.There cant be much deposits made.I dont feel guilty about it. All winnings is made with my main and first account.

There you can see screenshots.

Looking for your help.Thank you.

Dear fischer3,

Unfortunately if you have multiple accounts, the casino has every right to close them and confiscate your winnings. Did they offer any solution like resetting your balance to 0 and keep one of your account or any other?

Hello!

Yes,They offered but i did not agree.I checked my emails there is 2 years after one account is created after second.And casino did not tell me that theres existing second account.There wasnt problems with small amount withdrawals before.Theres cant be activity in second account.I think that there was domain changes and it was possible to register second account.If they will look at my main account they will see that theres is activity regular and all winnings are fair.Second account can be made mistakenly.For example in my country casinos its impossible to register second account.They check everything.Mobile number,emails,name,surname and its impossible to create something similar.My main accont is verified.And when i got lucky theres problems started.Sorry but i wanna play in fair casinos and feel secure.But this is something new for me.

My main goal in this case is get my winnings and if they want they can block my accounts.And if i am not wrong theres also was big withdrawal time ago where they can check that theres is duplicate. I feel bad about this situation and apologise to Vulkan but check my gaming history.I am regular player,still want to play.This casino is good but theres nothing about money laundering from my side.Mistakes happens Please look at this case.

Thank you! fischer3

Hello again!

I want to add what i found in my emails.Theres you can see when accounts are created.And also when KYC is completed to main account.

Thank you for your time.

Thank you fischer3 for all information provided. As we will need more details from the casino regarding the multiple accounts I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on. Basically, if there wasn't advantage gained, the casino may reconsider their decision.

Wish you best luck resolving it.

Regards,

Nick

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Hello fischer3,

• Just to clarify, your initial account was established in 2020, and your second account was created in 2023, correct?
• Additionally, it appears that your second account has been successfully verified. Is that accurate?
• Lastly, am I correct in understanding that your first account has not been utilized since 2021?

Thank you.

Hello!

1.No. My main account fischer3@.....lv is created in 09.2020,KYC done in 05.2023.Second after checking my email is created 10.2022.

2.No.I my first fischer3@....lv which oldest account is successfully verified

3.No.My first and main account has KYC done.And second account if we look only at dates is somehow created mistakenly when first account wasnt verified i think.

My main account is fischer3......lv.Account which is blocked with winnings and all activity history.Account with KYC done.I got screenshots from my emails,but some of them could be deleted by

this far period of time.I dont understand but somehow this emails are linked,connected e.t.c.

If you need more information or other sreenshots,please let me know.

Thank you for your time!

Hi fischer3,

You have quite an unusual case here.

• It seems that you had two accounts open simultaneously, is that accurate?
• Could you please confirm if the other account that you created in 2022 had any gaming activity on it?

Please be aware that if both accounts were active simultaneously, our ability to assist you may be limited.

Thank you.

Hello!

Yes.It seems that i opened simultaneously two accounts.First and then two years later second.But there was big pause of playing in first account.From 2020 till 2023 i think.And then its fully verified in 2023 and then i used only main and first account.

Yes.I found in emails that there are four times 50 euro deposits.And after that nothing.One or two day activity.

I dont wanted gain any advantage of creating second account.I dont know actually if i did.I also want to notify that daily i use actively these two emails, and password of one email is similar seconds email username. I am worried about my winning money. My main goal still is get all my winnings because i dont realy feel guilty about this situation.This amount of money is important for me.I cant remember all facts but i am trying to help in this case how i can.

And the situation when a double account is found when there is a big winnings is strange.I will add all history screenshots from second account email.

And thank you for helping me!

Hi fischer3,

I'm sorry to say that my response may not be what you were hoping for. It is against the rules in the vast majority of online casinos to maintain multiple accounts. Given that you knowingly created two separate accounts, it will be challenging for us to provide assistance.

• Could you please clarify if you used identical credentials (first and last name, address, phone number, date of birth) to register both accounts?

Thank you.

Player's additional comments:

Hello!

I cant log in my complaint profile.I saw your answer but i cant write nothing from my profile.There is some technical issues.I cant even read your home page.I will write my answer here.ID:95711 

You misunterstood me.I can't say that I did it on purpose. I only provided the info I found in my e-mail. I played from my profile, i was pretry sure that I had one account, because the deposits and withdrawals were successful. There was no indication that I had two accounts. Why casino didn't warn about this? I think that the data of the other account should be mine, because the account was created by mistake. And considering these interruptions in playing, these accounts are messed up for me. That's why I also have several requests for password recovery. But when I verified my main account, there was also communication with the customer center where they could tell me that this second account exists. Why didn't the casino do it? I don't think it's fair that the casino identifies a second account only when I've won a bigger win. And like I mentioned before, there were other bigger wins as well. This second account was not created on purpose! And why is it even possible to create a second account in this casino? I still believe that my winnings have been won by me following the rules, because this account is approved. And I have still sent an email to the casino to which I have not received a complete response about this blocking case. I understand the casino policy and law, but not all players abuse it. I believe that while I made deposits and lost, the casino probably saw my other account. It was like security until such an event, so that I could not pay out my winnings. As I said, my winnings are fair. And you can see how much activity there is in my main profile before this complaint.I forgot how i did this.And i think that theres is chance that there were domain changes.It was too long period of time to remember all things.And i cant see all my profile history because account is blocked.And actually casino still sending me emails that they have special offers for me for both emails.Pretty good chance to create second account...And please keep in mind that playing long time in this casino there i played not against any rules.And if i created there profile its because casino rating was high given.Also, if the casino failed to alert me to the existence of the second profile, it may doubt whether i was aware of the second profile.It would be nice to get some answer why this situation escalate so far.

I think i dont used identifical credentials.Email is different for sure,maybe also my mobile number.Thats why i am feeling feeling misunderstood and confused.It could be created from my old phone also.

Thank you! Still hoping for your help.

Hi fischer3,

Could you please confirm the following facts?

1st account

fischer3@.....lv

Created: September 2020

Verified: May 2023

Many successful withdrawals before.

No bonus winnings

gap in playing from 2020 till 2023

2nd account

Created: October 2022

Verified: Never

Deposits and activity: 4x €50 deposits, one or two days active in total

• The same credentials were used for both accounts except for the phone number and email address.
• You received withdrawals after successfully verifying your main account in 2023.

Thank you.

Additional comments from the player:

Hello!

Still cant write and answer nothing from casino guru home page.I will answer you here.

Yes. You have understood everything correctly about both accounts.

Thank you for your time and help!

fischer3

Dear Vulkan Vegas Casino Team,

Upon thorough analysis of the situation, we kindly request you to reconsider your current stance.

It appears that the player inadvertently created a secondary account in 2022, utilizing it for only two days. Subsequently, the player has consistently used their primary account, which was successfully verified in 2023. Numerous withdrawals have been made from the primary account, and there is no evidence to suggest any unfair advantage gained through the creation of the secondary account.

We would appreciate your comments and insights on this matter. Should you have any additional supporting evidence to consider, please feel free to share it via email at petronela.k@casino.guru.

Thank you in advance for your assistance.

Dear Petronela

We would have agreed with you, by judging the explanations and proofs provided by the player.

By only in one case - if those were true. Which is not our case.

Please kindly find the information below:

Player ID: 16320985 (account in dispute)

Email: fisc***@inbox.lv

Created At: 27.09.2020 09:03:20 (UTC)

Deposits: YES

Bonuses: YES (over 30 + other campaigns)

Player ID: 37510376

Email: reinisp****tis@inbox.lv

Created At: 30.09.2022 23:40:01 (UTC)

Deposits: YES (42 deposits)

Bonuses: YES (over 20 + other campaigns)

This violates the T&Cs of the Casino.

Kind regards

Thank you very much, Vulkan Vegas Casino Team, for your reply and assistance.

Dear fischer3,

I've reviewed the email you sent, and I must agree that the situation doesn't appear favorable. Regrettably, it seems unlikely that we'll be able to provide the assistance you seek. While I understand that this isn't the outcome you hoped for, the supporting evidence holds significant weight. I wish we could offer more help and resolve the issue to your satisfaction, but based on the facts, we're unable to do so at this time.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Player's additional comments:

Hello, Petronela!

After a little consultation, I am ready to provide evidence for my case regarding the creation of a second account. I have added all 42 deposit transactions that were also added by Vulkan casino. As you can see from them, the last payment was on 21.11.2022. These are all deposits and activity from this account. Then on 05.2023 I am submitted a password renewal for the main account. And this very month of May, I also verified it completely. In the evidence, I also added communication with the casino through the e-mail of the main account. In this communication, the casino asked for clarifications of documents and bank cards. I also added in the evidence an e-mail from the casino where it was confirmed that my account is verified and ready to make withdrawals. A selfie was also requested. No indication from the casino that a second account exists. Further gaming activity since fischer3's verification has been from the main and verified account. Withdrawals and deposits in the amount of several thousands. Successful withdrawals and deposits up to for blocking the account without an explanation. The last deposit from the other account was made on 21.11.2022. I had forgotten all the information about it. And after half a year, I have reset the password for the main account fischer3, which was created first in 2020. Based on this evidence, it can be considered that I have one verified account, which ensures that my winnings are fair, because the casino did not take sufficient security measures when verifying the account and did not identify the other account. I ask the casino to familiarize itself with this information and allow me to make full payments from the verified account. I would also like to mention, that by making contributions to the unverified account I have not caused any losses to anyone. Only to myself.

 

Hoping for understanding and cooperation fischer3!

Hello fischer3,

Thank you for providing clarification.

Dear Team at Vulkan Vegas Casino,

• I have sent an email with additional questions to help clarify the issue. Could you kindly review it and respond?

Thank you very much.

Hello

The e-mail with additional info was provided.

Kind regards

Dear Team at Vulkan Vegas Casino,

• I have sent you another email. Could you kindly review it and inform me of your current position?

Thank you.

Hello everyone,

After thorough internal discussions and extensive correspondence with the casino via email, I wanted to address the complexity of the matter at hand. As I've previously emphasized, this situation presents a significant challenge. Both the player and the casino are acutely aware of the twists and turns it has taken over the past period. As an impartial mediator striving to resolve disputes, we have reached a conclusion:

Following a thorough discussion, our recommendation to the casino is to honor the player's request for payment. However, it's important to note that the player engaged in activities that took advantage of bonuses on both accounts, which cannot be overlooked. Consequently, we propose that the casino deduct 10% from the remaining balance, which currently stands at €61,473. This adjustment would result in the player receiving €55,325.

We believe that this resolution strikes a fair balance between the interests of both parties involved.

Dear Vulkan Vegas Casino Team,

We kindly request your comments on this proposed resolution.

Thank you very much.

Hello, Petronla

Following our discussion, we do confirm that we are ready to proceed with the above-mentioned terms.

Will be waiting for player's confirmation.

Regards

Player's comments:

Good afternoon!

After all this time, I also agree with the outcome of the case. The situation was complicated. Thank you both parties. I would love to withdraw my winnings. Thank you Vulkan casino for being fair and Petronel for your help. Good luck in the future! Please allow access to the profile.

Thank you, Vulkan Vegas Casino Team, for your assistance.

Could you please advise the player on the necessary steps to proceed from here?

Hello all

The player's balance was modified accordingly.

Kind regards

Hi fischer3,

• Please let me know when you request the withdrawal and receive your winnings.

Thank you all for your cooperation.

Player's additional comments:

Hello!

Requested in 26.03.I will notify you after receiving.

Thank you!

Thank you, fischer3. Looking forward to hearing from you.

Dear fischer3,

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.

Additional comments from the player:

Hello! 

Slowly day by day i got winnings in my bank,but theres still in account €44,100.37.But proccess is going on.

Thank you!

Thank you, fischer3, for the update. I'm happy to hear that you already received some of your winnings. Please keep me informed about any further developments.

Additional comments from the player:

Hello!

Updating you.Still waiting for 34560 in my account.

Have a good day!

Additional comments from the player:

Hello!

I dont know is it normal but last withdraw in my account was in 11.04.I looked in my vulkan account today and some of withdraws are rejected,some in process.Now its 37350,37 in my account.Before i got average 1400 in my bank account everyday.What is happening now?I didnt play or cancel anything.

Thank you.

Thank you, fischer3, for your message.

Dear Vulkan Vegas Casino Team,

Is there anything else needed from the player to process the rest of the withdrawals?

Thank you.

Hello

All withdrawals are scheduled to be paid, some are in processing stage.

It may sometimes happen that a transaction can fail. In that case we just kindly ask to make a new request.

Regards

Thank you, Vulkan Vegas Casino Team, for the explanation.

Dear fischer3,

Based on the reassurance from the casino, everything should be in progress, and the remaining withdrawals should continue to arrive your way. Please bear with us a little longer.

Thank you.

Hi fischer3 ,

Have there been any developments since our last communication, please?

Thank you.

Player's additional comments:

Hello!

Yes.Everything ok.gettin about 1200 everyday.Still about 20 600 in account.

Thank you.

Thank you, Fischer3, for the update. If you agree, I would like to mark this complaint as resolved now. However, please keep me informed via email if the payments stop for any reason. Is this arrangement acceptable to you?

Looking forward to hearing from you.

Player's additional comments:

Hello!

I think everything is allright and will be. Still waiting for 7800.But,yes you can close this case.Thank everyone who helped.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system.

I want to express my gratitude to the Vulkan Vegas Casino Team for their exceptional assistance. They went above and beyond, addressing this case on an individual level rather than simply adhering to terms and conditions. This journey has been remarkable, and without their support, we wouldn't have achieved a successful resolution. Working with you is always a pleasure.

Thank you very much, fischer3, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: The disputed amount has been adjusted from €61,473 to €55,325.