The player from Germany has been blocked. The casino believes the player has created multiple accounts. The casino indicated that multiple accounts have been created with the same credentials and they also used bonuses. The player was informed that only one of these accounts could remain active. In the end, we found out that we communicated with the incorrect person the whole time, therefore after gathering all the available information, we decided to reject this complaint.
Vulkan Vegas Casino - Player's account has been blocked.
Amount: €350
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
Dear Sir or Madam, I was verified and I submitted another document with a photo of my face. Now it says I or we have win multi-account, I was blocked. They said either I have the account (350 €) set to zero and then is it ok again or the money stays on the blocked account. we are a married couple does anyone have info help
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2 years ago
Dear eikeriemann896,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you and your spouse both have active accounts at this casino?
Have you accumulated your winnings with or without an active bonus?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
We both play from time to time we are a married couple living together there has never been a game so that is incomprehensible I hope it will be clarified and everything will be fine thank you because once you said the account can be unlocked but I have to forego the win then we continue play without ever being paid out for a bit of luck!!
Please find a proper solution for everyone
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2 years ago
Hello Kristina, hello eikeriemann896
I am sorry, but the player violated one of the most strict rules of the casino - opening multiple accounts.
The player has at least two accounts, that are registered under the same first name, last name, DOB, same device and IP, both active simultaneously, both opted for bonuses, etc.
First: Lia**drimi@gmail.com (author of the complaint)
Second: ale**drarmna@gmail.com
The Player may continue playing with account Lia**drimi@gmail.combut after voiding the real money balance.
Thank you, hope this clarifies.
Kind regards,
VulkanVegas
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2 years ago
Translation
What if I play and win again, the profit is gone again
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2 years ago
Dear eikeriemann896,
If you continue using only one account (after voiding the balance) there will be no trouble.
Kind regards,
VulkanVegas
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2 years ago
Translation
I don't understand that there is another case where the money was also paid out and a married couple plays with a device and we used a bonus. I'll send a screenshot. Such a case has been solved positively
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2 years ago
Hello everyone,
Thank you VulkanVegas for providing more insight into this case.
eikeriemann896, I cannot tell exactly why the casino reconsidered its decision before, but there probably was a reason for it. I am almost 100% sure that you and your wife do not share the same first and last name. I am sorry, but if there are multiple accounts opened with the same personal details, and bonuses have been activated on both accounts, there is not much more we could do for you. Thank you for your understanding.
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2 years ago
Dear eikeriemann896,
We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.
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2 years ago
Translation
Unfortunately, there is no solution because a married couple is not allowed to play together, I don't understand the whole thing, I talked to several people, the same thing happened to them, you are not allowed to have two accounts as a married couple in the same household, that's right
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2 years ago
Dear eikeriemann896
Please kindly let us know if your husband's name is Alexandra R. DOB: 17.10.1977 ?
Just to clarify: casino does allow a couple to play at the casino, what casino does not allow - multiaccounting. You have at least two accounts registered in your name (not your husband's)
Hope this clarifies.
Kind regards
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2 years ago
Dear eikeriemann896,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Okay, my husband's name is R*** Eike 5.9.74, I ask you to look at all deposits, why are deposits not processed in this way and then problems arise with withdrawals. In my opinion, this is pure harassment. There is an Alexandra R*** account. She has won the bank account. She also has the address. We would be happy to accept a goodwill offer from you and stay in touch with you.
Thanks in advance and let's hope
Edited by a Casino Guru admin
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2 years ago
This complaint has been submitted under the name Eike R. I hope I understand correctly that this is your husband's name. Considering, that you now indicated that he is not the one who is responding to this complaint, could you please clarify who are you? What is your name? Who is Alexandra R.?
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2 years ago
Translation
R*** Alexandra, I'm the wife. That's really darn and huggable muddel. We're talking here and it's about a very simple small prize money. Hope that clears up
Edited by a Casino Guru admin
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2 years ago
I am sorry, but if there is more than one account created in your and/or your husband's name and the same credentials, from the same device, and also bonuses have been activated, we are not able to help. As the casino explained, the account was not blocked because each person from a married couple created their own account, but because there were multiple accounts created with the same personal details. At this point, I can only recommend that you stay away from creating more than one account per person (ideally also per household and device) in each casino.
Moreover, we won't discuss this complaint further with any third party. This complaint was submitted in your husband's name, therefore he was supposed to be the only one who replies to this complaint.
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.
