The player from Austria has been blocked because he has opened more than one account.
Vulkan Vegas Casino - Player's account has been blocked.
Amount: €5,114
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I registered with Vulkanvegas about two weeks ago, after that I made a couple of deposits worth about €1400 and I successfully verified my account. Until I won something then my account was blocked. I contacted customer service, they said I'm registered with two accounts. At first I didn't remember I had an account before until I checked my email. I found an account from 1/2021. Furthermore, I contacted the customer service again and explained the situation but there was no serious reaction (they said that I should give up my winnings so that they unlock the account again.)
The account is only registered
- No bounties used.
- No in-out payments.
- not verified.
Of course I know that you should only use one single account. But in my case something is clearly different, because ...
- Why should I create a second account? When I knew I already had an account.
- From my point of view I think it's really unfair of the casino, because
I deposited, played, verified my account, everything was fine until withdrawal.
- as you can see, there is only one message in the inbox from the old e-mail.
We are all human, sometimes we forget things. In my case it is 100% not on purpose because the account was first created a year and a half ago. of course I didn't remember him because I didn't play with the account.
I play because I enjoy it, but then I feel oppressed.
I ask you for a serious solution.
Thanks. Kind regards
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2 years ago
Dear Jaafar,
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."
Do I understand correctly that your first account has not been verified, only the second one? Could you please clarify if you accumulated your winnings with or without an active bonus?
Have you tried explaining the situation directly to the casino? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello,
Bouns (€100) turnover was already fulfilled with a bet of €2-3 and the profit was credited with all real money after that I won 4k in the live casino. I contacted the casino several times but got no response or serious reply. You don't even want to ask the specialist department again to explain the situation and as you can see in the email from the casino it says €5114 in real money and not bounties.
I know it's against the T&Cs but in my case maybe they can make an exception as it was clearly not intentional.
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2 years ago
Translation
Hello,
I have good news
The account has been unlocked again. I just requested a withdrawal and the withdrawal is currently in process.
Thanks. Kind regards 
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2 years ago
Translation
I'll definitely let you know if I got the money.
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2 years ago
Thank you for your reply, Jaafar. Sounds promising. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment, or if there is any other news.
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2 years ago
Dear Kristina,
The Casino has paid out the active withdrawal requests, some winnings have been lost, unfortunately.
The player opted in for self-exclusion and no longer has access to Casino.
Kind regards,
VulkanVegas
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2 years ago
Translation
yes, sorry thanks for the help anyway.
Thank you
lg
Automatic translation:
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2 years ago
Hello everyone,
Thank you VulkanVegas Casino for providing more information regarding the issue.
Jaafar, have you already received your unspent winnings?
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2 years ago
Translation
Yes, as the casino mentioned. I first had all the money paid out but unfortunately the payout was rejected by my bank and the money was sent back then I played with the money and unfortunately lost it. I received about 2000€ from the (5000€).
Thanks for your support.
Warm greetings
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2 years ago
Jaafar, thank you very much for your confirmation. Unfortunately, there is not much we could do about the winnings you lost. Since your account was reopened before you asked for self-exclusion and you have received the winnings that haven't been spent, we will consider this complaint resolved. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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