Vulkan Vegas Casino - Player's account blocked on duplicate claims.

My account has been locked on the grounds that I supposedly have a duplicate account, which is not true. My withdrawals have also been rejected five times despite my account being verified.

Dear pirkerj,

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?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello pirkerj

Please kindly confirm you received the winnings from a no-deposit bonus.

Also, please kindly let us know who the account ja**ne.pirker@gmx.at belongs to. The reason we are asking, is because the email structure clearly indicates that it belongs to you, the game play is from the same device (PC) and IP address, also the same no-deposit bonus was activated, which breaches the T&Cs of the casino.

Thank you for your cooperation!

Dear pirkerj,

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.

I implemented the bonus and also adhered to the maximum withdrawal limit

I paid in

Hi pirkerj,

I'm concerned that you overlooked the casino's inquiry. Could you please clarify the identity associated with the mentioned email address ja**ne.pirker@gmx.at? Have you created two accounts within this casino?

Thank you.

Dear pirkerj,

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.

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.