The player from Germany has been blocked probably due to having mulitple active accounts. Since the player confessed to having more than one account, we were forced to reject this complaint.
Vulkan Vegas Casino - Player's account has been blocked.
Amount: €995
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
2 years ago
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2 years ago
Translation
Ladies and gentlemen
I have the following problem
I won 995 euros at the online casino and I wanted to cash them out. I then got an email that I should still send documents for the certification, which I did. Today I wanted to go to my account to see how far everything is. Since a lot of my account was blocked, I didn't get an email or anything else where the reason for this is. So I looked on the Internet myself and found out that the casino also blocks you if you have two accounts. Unfortunately, I realized that this was also the case for me. I still had an old account at the casino on which I also played once or twice, but then I couldn't get in because I no longer knew my password. So I created a new profile and just played with it. Can the casino actually refuse to pay me out now?
Automatic translation:
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2 years ago
Dear Selina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached one of the main rules. Most casinos don’t allow creating multiple accounts per person, which is also mentioned in the General 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or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."
Have you accumulated your winnings with or without an active bonus? When was the last time you used your first account?
Have you tried contacting the casino directly regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I used a bonus but implemented it
The old account was from last year and I insisted on another account because I didn't use it anymore. It's true that there were two other accounts but they weren't actively used anymore. I signed up on the old account to contact the casino. I was then told that I have these two other accounts that were being played on, but as I said, I didn't play on them at the same time. But they didn't find a solution with me and simply blocked me on the old account as well
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2 years ago
Translation
On the two old accounts I didn't make any profits or have them paid out, I just made a deposit
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2 years ago
I am sorry, Selina, but we cannot support players who intentionally create multiple accounts. This is prohibited by most online casinos and if you forget your password, you can always easily restore it by using the Password Recovery option, or by contacting support.
I can only recommend that you refrain from opening more than one account at each casino in the future.
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 and we will try our best to help.
