Vulkan Vegas Casino - Player’s account has been blocked due to having duplicate accounts.

I have been using vulkan vegas for two years no problems with lots of deposits and withdrawals (I have asked to be sent a record of this but they still won't send) they claim.inhave another account which I don't. I asked for details of the account they gave me the last 4 digits of the phone number , a number I don't know or ever used. They gave me part of the email again an email address I never seen. Finally they tell.me.it was last used in Nov 2022. I have deposited and withdrawn 10s of thousands all only ever using my one account. They say the will re open my account but only.if I let them keep my 500 which I won with reall money (there was a bonus with the money I lodged but the bonus was un used) I don't understand how they can say they will keep my money but I can then use the account again. I don't have 2 accounts? They won't tell.how this 2nd account t which isn't mine was ever funded

Hello Joannevincent8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your current account verified? When was the last time you processed a withdrawal from the casino? When did the casino inform you about your second account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Joannevincent8

We believe our anti-fraud system did not make a mistake.

The second account is Vincentj***ne447@gmail.com

The welcome bonus and other bonuses were used on both accounts of yours. The personal data points out that two of the accounts belong to you. There is no doubt about that. And this breaches the T&Cs of the Casino.

Hope this clarifies.

Kind regards

I have used the account in question 9 times in the 7 days prior to this 2 d account coming up. My account t was verified well over a year ago. I would be certain base's in the fact that I have to send a picture of me holding my ID any veficatuon for this account ncentj***ne447@gmail.com would not be in the picture there is no actually way that this account t was verified as me. Was there withdrawals on this account? Was it sent to me cause I have no record off this. How can u say its a breach but if u keep my 500 its OK?

The casino also told me this 2nd account was used since 2022 yer my own account t was used or else waiting for a pay out every single week of 2023 without fail. How would 2 qccounts if both were mine is one used every day yet the other one never used. Is it legal to charge me 500 to re open my account? I had lost more then 500 on this account in the week leading to this

Further more just to day I have asked for the usage history to be sent to me

For my own account which I still didn't get and for v

ncentj***ne447@gmail.com which they wouldn't send cause I couldn't prove the account was mine? So.i can't prove its my for thibg but u can prove its mine to make ur piont

Dear Vulkan Vegas,

Would it be possible to forward a proof that both (or more accounts) belong to this player? Please forward it to nikolas.b@casino.guru.

Dear Joannevincent8,

It doesn't matter if any of your previous account was verified or not as the casino can detect multiplicity without it easily. If you did knowingly have more than 1 account and even claimed bonuses on all of them the casino have right to void any balance on your account and close them forever.

Fair enough on that pio t. I didn't have a second account can they provide proof that I deposited to a second account ? I have asked for weeks now for a record of ally deposits on the account t I own somi can cross reference then against my bank and skrill payment. This would then show that all skrill and bank deposits are accountant for in my one account. Surely when I verified my account part od the verification would be to check if I had an account? Also is it legal to re open my account at a cost of 500 euro surely if there willing to re.open the balance stays on it

On the account they claim is mine which isn't mine. If there saying it me then why can't I request payment history ( they claim I can't verify its me ? ) sure I'm syain it's not me

Right so I got the list of payments for my actual accou t and have crossed them with all my skrill payments. There's no scope for any payments on this so called second account, where is the payment history for this

Dear Nick,

The e-mail with the proofs was just sent.

Kind regards

Any can I have these proffs please? Is my question on how they can they charge 500 to re open my account

Hello Joannevincent8,

The casino provided us with information regarding 2 accounts with almost similar registration details. As one of them is yours for sure as you did confirm it and the second one shares multiple details, it is clear that both were created by the same person. As it is the casino's internal system, we are not allowed to share it with anyone.

Please keep in mind that you can never create more than 1 account in any online casino as it will lead to similar issues. Based on the provided proof by the casino, we will be now forced to reject the complaint.

Best regards,

Nick