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

Hi! I was trying to login to vulkanvegas and it says that my account is blocked. Contacted livechat and they told me that I break rules of the site becuase I made another account! I was shocked! Why would I make another account when I was fully verified, I was playing almost everyday on Vulkanvegas (they have almost everyday bonus codes that I received via SMS, or via twitter, instagram etc.). I ask the support to show me proof that I made another account but they say that they cannot. I must say that in my house I am the only person who plays slots so nobody from my house could not make another account. Please help me to restore my account because I did not make another account. Thank you very much for help!

Dear Max_Damage,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Is there any chance that someone using the same IP address could also create an account at this casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, thank you very much for the review of my case. I have been playing on Vulkanvegas over a year now, maybe it is 2 years now. I have been fully verified withe them and I have made many withdrawals with them, occasionaly I had to wait a bit longer for the withdraw but mostly I have been very satisfied with them. I think I have active bonus when I was playing last time before they blocked me, I think in the account was 70 eur or something like that. As I said before, I am the only person in my house who plays slots so I dont know how is it possible to create another account, I am using major internet provider that is in my country (Hrvatski Telekom) and I dont understand how can anybody create duplicate account, who has my personal details beside me? I dont understand. I am hoping that you can help me so I can play again on Vulkanvegas. Thank you very much...

Thank you very much for your reply, Max_Damage. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, all I got from chat support is that I am banned for making double account and I cannot do anything about it and that is it. They didnt want to chat anymore when I ask them to show some proof because I know I did not make another account..

Thank you and hoping for good ending of this case...

Dear Max_Damage

Please kindly specify the disputed amount.

Since according to our records you have zero on your balance.

Thank you in advance!

Hi, I am not sure, I was playing with some amount (I think it was about 50 EUR) and next day I was blocked. I dont mind about that money that was left or you say that I have zero amount. I am not woried about money, I am worried why I was blocked because I did not do anything wrong. If I did anything wrong, I would not ask here for help.. Thank you for answer

Hello everyone,

Thank you Vulkan Vegas Casino for your assistance with this case.

Max_Damage, please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If no funds are being held in your account, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to close your complaint. Thank you in advance for your reply and understanding.

Hi, I am not sure how much money was on my account, but it was about 50 EUR or more but I was playing and next day they blocked me. If they are saying that I have zero balance, and it is my word against theirs and you cant do anything about it then there is nothing more I can say. If casino dont reply anymore you can close the complaint. This is taken much nerves and stress from me because I know I did nothing wrong... Thank you...

Dear Vulkan Vegas Casino,

Could you please provide me with evidence (such as game history, or a screenshot from the player's account showing the balance) confirming that Max_Damage has no balance on his account? You can send it to kristina.s@casino.guru. Thank you in advance.

Hello all,

We'd like to confirm that the player has zero on their balance. Kindly refer to the screenshot below:

Kind regards

Thank you. And what about game history showing what slots I have been playing and then the money going to zero?

Thank you

Dear Player,

Your real money balance was played, and you continued playing with the bonus money.

The bonus was forfeited. Please refer to the screenshot below:

Kind regards

Max_Damage, unfortunately, if there are no real money funds being held, there is not much more we could do. The bonus would probably be expired by now anyway. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.