Vulkan Vegas Casino - Player's account has been blocked.

The casino closed my account without warning, when I asked to verify the account to be able to withdraw money, I had another account in my name but in which I only played once a long time ago. How can I get my money back?

Dear queladrenlasperras, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the 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or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

Could you please clarify why you opened another account? Did you discuss the option of opening a second account with the casino before doing so?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

Dear queladrenlasperras, dear Kristina!

The player has indeed several accounts at VulkanVegas, used bonus offers on both, the Casino was not priorly notified about opening new accounts. This breaches T&Cs.

We are offering a refund of your deposit at account quelad****sperras@gmail.com

After the successful refund, the player will no longer have an ability to play at VulkanVegas.

Dear @queladrenlasperras, please let us know if you agree to the terms offered above?

Thank you in advance!

Kind regards

I forgot that I had those accounts, I only uploaded my documents in one because it was the one that I knew existed. My son sometimes uses my emails and I didn't know about the existence of these accounts until now

As long as I charged money to the account they did not realize it, more when I won they canceled my account, if I had lost the duplicate account it would have gone unnoticed, more when I expected to withdraw my profits were denied

I do not want to lose my account not entering the casino is the first time I play and it is unfair that they take away what I win when the other account was created without my consent or knowledge

Hello everyone,

Thank you Vulkan Vegas Casino for sharing more information about this case.

queladrenlasperras, I am sorry, but if there is more than one account created in your name and you also activated bonuses with all of them, there is not much more we could do for you. Please, do not hesitate to let me know if there is anything else I could help you with, but I am afraid I will be forced to reject this complaint. Thank you for your understanding.

There are not several accounts, only 2, one that my underage son uses and the one that I believe without knowing that the first one existed. And that I only found out when I started to find out why they had closed my account. In the terms and conditions it says that in case of a duplicate account it will be eliminated immediately, something that they did not comply with, if it had been so they would not have received a deposit and if they did, as I said before, if I had lost they would have allowed me to continue loading money and they to continue winning at my expense, but nevertheless when it is my turn to win, they deny me the use of that money. The main negligence is theirs, because even if there is another account they do not verify who uses their casino before betting, because if they say that the bonuses were used in both accounts, it means that my son also charged money from my account and it is illegal that minors bet and they do not verify who is playing until they want to make a withdrawal. It seems like a trap to me. Hopefully the casino responds and recognizes that there is also a serious fault on their part for not verifying before the bet who is doing it, for my son to play he must have also stolen money from my account to do so since he also uses my cell phone. He spoofed my identity and the casino does not regulate the verification before betting

To begin with, in your first message you claim that you are well aware of your other account and that you used it in the past.

Moreover, you are also well aware that your underaged son plays in a casino using your stolen personal details and money, and you claim that the casino is negligent and the one to blame? If you believe that this is the casino's fault, I must disagree.

I am sorry, but if two (possibly more) accounts created in your name used bonuses, there is nothing else we could do for you. Thank you for your understanding.

I think there has been a misunderstanding of my message, in the first message he stated that he forgot the existence of this account for the reasons mentioned later. That it was created without my knowledge or consent, since I did not remember to which page the charges made to my account for misuse of my phone by my son corresponded. I didn't know about these online casinos until now after they blocked my account in vulkan Vegas I just started looking for other casinos but before that I had never used any. When I found out that my son was using these sites, I clearly denied him the use of mobile phones and changed all my bank passwords. And if he pointed to the casino as responsible since there is also a breach on his part of the terms and conditions 32.1. The Website only accepts players over the age of 18 and takes all measures in its power to thwart any ATTEMPT by minors to register and play at our casino. WE RESERVE THE RIGHT TO REQUEST PROOF OF IDENTITY AND IF THE PLAYER HAS NOT REACHED THE AGE OF MAJORITY TO PLAY, THEY WILL BE DENIED ACCESS TO THE WEBSITE** I conclude that it was clearly not fulfilled since they did not verify anything. And they also allowed charges to my account.

I am sorry, but as I said, if more than one account has been created in your name and also bonuses have been activated, there is nothing else we could do. Moreover, please understand that the casino has no way of knowing that the account was used by a minor if it was created with someone else's information. There are no unified rules when it comes to the verification process and casinos are free to request documents at any time. I can only recommend that you hide your belongings from the rest of your family and try your best to keep your children away from accessing online casino websites.

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.