HomeComplaintsVulkan Vegas Casino - Player’s account has been closed.

Vulkan Vegas Casino - Player’s account has been closed.

Amount: 3,010 R$

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 27 Sep 2021 | Case closed : 30 Apr 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Brazil had an account closed without further explanation. The complaint was rejected as the player breached the casino terms.

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3 years ago
Translation

Good afternoon my account was blocked with a balance of 3010 reais and I can't log into my account but I want my money I won

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3 years ago

Hello darioperessim25,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account closed? Have you accumulated your winnings with or without an active bonus, please?

Have you tried asking for an explanation from the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago

Dear darioperessim25,


Would you please tell the Casino Guru, how many accounts do you have at VulkanVegas?


Thank you in advance!


Best regards

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3 years ago
Translation

Hi good afternoon, it's just an account and there's another one in my son's name but we use the same form of payment and receipt as both are in my name

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3 years ago

darioperessim25, I am sorry but this is a very serious breach of casinos T&Cs. In the vast majority of casinos, players can only use payment methods (or funds) that they rightfully own, and Vulkan Vegas is not an exception. Please see what is written in the Anti-money Laundry (https://vulkanvegas.com/en/anti-money-laundering) section:

"You are the rightful owner of funds on your account. All information that you provided to the Company in the process of registration and / or subsequent time, including any transaction that requires the deposit of funds, is correct, up-to-date, accurate and fully corresponds to the name (s) on the credit / debit card (s) or other settlement accounts that will be used to deposit or receive funds to your account / from your account."

This means that no one else but you can use your payment method to deposit and withdraw.


Could you please clarify whether you and your son have played with any bonuses?

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3 years ago
Translation

In the case only I played with the bonus and there's more I didn't know about it and because they allow me to receive payments from the same place they are wrong and TDS the deposits left my nubank account via pix

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3 years ago
Translation

And I also didn't make any transactions via TDS card were via pix in my name

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3 years ago

Thank you very much darioperessim25 for your reply. I will now transfer your complaint to my colleague Nick 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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3 years ago

Hello darioperessim25, Kristina


I looked at the case, and can surely say that the managers acted strictly within the T&Cs of VulkanVegas.

The player opened at least 4 accounts, deposited with the same payment method, received multiple bonuses and used the same IP and device (Motorola G9).


Here are the player's accounts:


Daviperessim@outlook.com

Darioperessim1@outlook.com

darioperessim@hotmail.com

darioperessim25@gmail.com


All registered on name Dario Oli***ra


Hope this clarifies the matter.


Kind regards


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3 years ago
Translation

More and now they accept my money but when it's time to pay it's this bureaucracy

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3 years ago

Hello darioperessim25 ,

I'm Nick and I'm in charge of your complaint from now on. Dear Vulkan Vegas or darioperessim25 , could you please advise if the deposits from the multiple accounts were refunded?

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3 years ago
Translation

were not refunded

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3 years ago
Translation

I want my 3010 in my account because I made a legitimate deposit and I won legally


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3 years ago

Dear Nick,


I've looked at the case again, I do not see any reasons why we should be paying out to the player.

Player is clearly opening multiple accounts and gets the bonuses onto them. This violates quite a bunch of rules.


Unless you have some grounds that would support the player's behavior, we would insist on permanent accounts' blockage with no refunds whatsoever.


Kind regards


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3 years ago
Translation

I just opened other accounts because I was blocked in TDS and if I knew I couldn't open others I wouldn't open the question is just one to receive the money they don't check if the person has more account now when it's to pay they do TD to see if the player has other accounts I deposited more than 3,000 reais in this casino now that I managed to balance them they do it

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3 years ago

Dear Vulkan Vegas,

Was the player claiming no deposit bonuses or did he deposit with all of his accounts? Also please send forward some proof that he claimed multiple bonuses with multiple accounts just to be sure to nikolas.b@casino.guru.

Thanks in advance.

Regards,

Nick

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3 years ago

Hey, Nick


The info was sent to the specified e-mail of yours.


Kind regards

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3 years ago
Translation

Hi Nick good afternoon do you have any answers

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3 years ago
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Hi, do you have any response to my complaint

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3 years ago
Translation

Do you have an answer

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3 years ago

Dear darioperessim25,

Based on the received proof from the casino, we will be now forced to reject the complaint. From the mentioned proof, is it clearly visible that there was a violation of casino's terms by you, therefore there isn't anything we are able to do. Once you register into a casino, you agree to their terms and once you violate them, the casino has right to close your account. The winnings you generated were from a bonus offer which you also violated by creating multiple accounts claiming the bonus.

Regards,

Nick

Casino.guru

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