The player from Germany has been accused of opening multiple accounts. The casino provided evidence suggesting that the player had registered 2 accounts and claimed bonuses on both of them. The player was asked to respond to this, but as there was no further reply from them the complaint was rejected.
Vulkan Vegas Casino - Player's account has been blocked.
Amount: €120
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
Translation
Hello, I played at Vulkan Vegas on October 2nd, 2022 with the €25 welcome bonus and then deposited my first €10 there. I played with it for a long time and won €110 or had real money. And an additional €10 in bonus credit. Because I didn't want to continue playing and wanted to get the money out, I uploaded my documents for verification, all of which (except for one picture, the quality was apparently not good enough there) were shown to me as checked. So I withdrew €110 into my account (taking into account that the €10 open bonus then expires)
Because I wanted to continue playing there and thought I could do that because I was given a "Welcome Pack Bonus for the first deposit" in my bonuses, I deposited €10 again. Since I noticed there that the payout of €110 was still displayed in my balance and, strangely enough, the €10 was then added to my real money balance, i.e. I had real money of €120 and a bonus of €10, so I logged out. And I thought I would have to wait until the first payout was made or I was correctly displayed as verified in the system.
Since this is only the second site I've played, I don't really have a clue.
Well, the next day I wanted to log in and it said my account was blocked.
When I asked customer service they first said I made payments from accounts other than mine, then when I sent screenshots to prove it went from my bank account, they said I had multiple accounts there. But that's not true. I find it cheeky as I know this is my first account. And if I already have an account there, why isn't it recognized when I register?
At least I would like to have my deposited 20€ back.
Automatic translation:
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2 years ago
Dear leaku99,
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. Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you made a deposit while the bonus was still active?
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 about the case? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello, unfortunately I didn't take any screenshots or anything from the chat with customer service. But you can write to them again and take screenshots of it.
Yes, I sent out the payout with the €110 beforehand and there was a warning that the active bonus would then expire. So I thought I could continue playing with a new bonus (was shown to me in the Welcome Pack) afterwards. So I deposited another €10. But I didn't play anymore because I saw that the €10 was added to my €110. And the €110 and the bonus are still in my account..
No, I do not have a Vulkan Vegas account. What I could imagine at most would be that my ex-boyfriend created an account in my name.. which I can't believe either, because nobody does that. Doesn't help, because he couldn't even verify it.
I hope you understand what I mean. And if so, then it's not my fault. But that can't be proven, can it? That it really is the first time that I have registered there.
So the whole thing looks pointless to me anyway right?? 😖😔
Love from
Leah
Automatic translation:
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2 years ago
Thank you very much leaku99 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello leaku99 ,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Vulkan Vegas Casino to join the conversation and participate in the resolution of this complaint.
Dear Vulkan Vegas Casino,
It has been stated that the player has registered multiple accounts, can I ask you to please send supporting evidence of this to my e-mail, adam.m@casino.guru?
Kind regards,
Adam
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2 years ago
Dear leaku99,
Please respond and provide the requested information regarding the account mentioned. Have you or someone you know registered an account using this e-mail address?
Kind regards,
Adam
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2 years ago
Translation
Hello,
First of all, sorry for my late reply. I first checked whether I might be able to get into the account mentioned above. Because the email address is not mine.
I have an email address on the web, but it doesn't work that way. So I don't have the above email address!! That's why I'm really a bit shocked right now, who does such a shit. It's of no use to the person anyway, because you couldn't pay out anything without verification.
Love from
Automatic translation:
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2 years ago
Dear leaku99,
Thank you for your response. Do I understand correctly, you are stating that you have no idea who is using the aforementioned e-mail address?
Dear Vulkan Vegas Casino,
Can you please provide further insight into the situation with the player's account?
Kind regards,
Adam
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2 years ago
Hello, according to 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". "
The player has two accounts at VulkanVegas, where no-deposit bonus was activated:
Account #1
Player Id: 26776686
Account #2
Player Id: 37500811
Also, the same device (Samsung Galaxy S20 FE) was used on both accounts
The managers acted strictly according to the T&Cs of the Site.
Hope this clarifies.
Kind regards
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2 years ago
Thank you for the additional information, Vulkan Vegas Casino.
Dear leaku99,
As we can see from the screenshots, both accounts have been recently logged into and using the same device.
Could I ask once more if it is possible that you have registered 2 accounts and claimed bonuses on both of them?
Kind regards,
Adam
