HomeComplaintsVulkan Vegas Casino - Player’s account is blocked due to alleged multiple accounts.

Vulkan Vegas Casino - Player’s account is blocked due to alleged multiple accounts.

Amount: 27,500 kr.

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 26 Aug 2023 | Resolved : 02 Sep 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Denmark encountered difficulties in logging into the account. After creating a new account with the same email, the casino blocked them citing a violation of multiple account rules. The player, however, insists they only used one email and correspondence with the casino has not resolved the issue. They have approximately DKK 27,500.00 in winnings, which the casino offers to forfeit for account reinstatement. With the help of the casino the situation was clarified and the player confirmed he considers the issue resolved.

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1 year ago
Translation

I created a user on 12/08/2023.


I deposited money and got a welcome bonus, I deposited more money and lost it.

The next day (i.e. 13/08/2023) I deposit money twice, which I also lose.


Then I want to play again on 20/08/2023, but can't log in, apparently because I'm using a wrong code.


I press the "forgot password" button and enter my e-mail address, which is: e*****@gmail.com.


I get a link sent via my email. But still can't log in, so I create the account again, with the same email address and it looks like I haven't played before and get offered the welcome bonus again.


This naturally surprises me and I do not accept any bonuses or free spins, as it must be a mistake.


I deposit money again and lose it.


Then I log in again on 22/08/2023, deposit money and win some.


I find out that I have to have my information approved, so I take pictures of everything that they require and can see that they get a status called "Approved".


I continue to play and yesterday 25/08/2023 I was suddenly logged out.

I think it is the connection that is bad, but then cannot log in again, but get the message that "This user is blocked!".


I ask online support for help and they tell me that I have created 2 accounts with them and that it is against the rules.


I reply that I didn't know I had 2 accounts, because I had then used the same e-mail address. Online support replies that I have used 2 addresses, but does not tell me what the other email address is.


On the same day, 25/08/2023, their customer service sends an email stating that they have blocked my account and that they would like to open it again if we agree that they will cancel my balance.


I have approx. DKK 27,500.00 left and they will definitely not take that away from me, because I have done nothing wrong. When they offer to open it again, Vulkan Vegas knows I'm not trying to cheat them.


I feel they are behaving like this because I have won a larger amount that they want to avoid paying.


I have the following arguments that prove that I did not want to cheat and do not know anything about 2 accounts:


1). I am asking for a new password for my account sent to my email: "e*****@gmail.com" as I want to log in on 20.08.2023, why should I do that if it was someone else account and email I had created an account in?


2). How can I possibly get a reset link sent to "e*****@gmail.com" if that email address was not created in their system?


3). I only created what Vulkan Vegas calls account number 2 when the sent link for resetting the password doesn't work.


4). After all, I have not accepted the welcome bonus more than once, which would otherwise be the purpose if you create several accounts.


5). All payments to my account have been made from the same account and with the same VISA card. How can they accept the payments if it is for 2 accounts, since the card is linked to my gaming account.


6). Vulkan Vegas should send a link where you proved that you entered the correct email address so you can see everything is okay.

Because if I now e.g. made a typo when I created my account, so maybe that's why they think I've used 2 email addresses, but how can I get the link sent to the correct email address?


I have bank statements which show that my 4 payments come from the same VISA card, I have a copy of the link I sent to reset the password.


I have already argued to Vulkan Vegas that they must then be able to see that I do not know about 2 accounts and that I have done everything I thought was right.


Vulkan Vegas offers to reopen my account if they can keep my winnings, even though they can CLEARLY see that I wasn't trying to cheat them.


That money is a large amount for me and I of course want it paid out, so I hope you can help me get Vulkan Vegas to behave fairly 🙏🏼.


I think my username at the casino is my email address, but I can't log in and look.

Edited by a Casino Guru admin
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1 year ago

Dear endorfinen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain what action have you taken toward the welcome bonus on your 'second' account? Have you canceled the bonus or asked casino support to cancel it?

If you have any correspondence with the casino saved regarding the issue, could you please send it to me at tomas@casino.guru ?

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,

Tomas


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1 year ago
Translation

Hi Thomas


I have asked Vulkan Vegas for which email address the other account was created and got an answer.

The email address they write is actually also one I have, which I don't use.

I cannot understand that the first account created was created with that email address, but I must have done that (d. 12.08.2023).


But I was sure that I had used the same one that I always use and then became completely sure of this when I was sent the link to create a new code, because you cannot restore a code if you do not have an active account.


Since the new code didn't work either, I pressed create account, with the email address for which I had asked for a new password and which I was sure was the same email as used the first time.


If I had just had money in the account, I would have reacted to the fact that it had disappeared, but it wasn't there...where I could see the mistake was that all the bonuses and free spins were there again. But since I had already accepted them, I knew it must be a mistake and just left them alone, i.e. did not activate them.


I could figure out that some mistake had happened, but I had no idea that I had another account. Shouldn't I have been told that the email address was not registered in their system when I asked for a new code? Because when I received the link, I was completely convinced that it was the right account.


After all, I also always pay from the same card, which probably shows that I didn't know there were 2 accounts.


I have the emails sent and also the screenshot of the messages from online customer service, with the dialogue we had right after they blocked my account.


In the dialogue, I am told that I have created 2 accounts, to which you can see that I reply, "yes, but I used the same email address" because I knew very well that I had pressed create twice, but was sure that I restored my account….not that I made a new one.


What would be the purpose of creating an additional account, apart from getting new freespins/bonuses? And I didn't accept them, which probably shows that I didn't want to cheat anyone.


Yes, as I have said a few times, I was 100% sure that it was the right email, since I received that link on that email address 🤷🏼‍♂️.


I send the dialog, should I attach it as images or how do I send it to you?


Sincerely


Thor

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1 year ago
Translation

Hi Thomas


I have asked Vulkan Vegas for which email address the other account was created and got an answer.

The email address they write is actually also one I have, which I don't use.

I cannot understand that the first account created was created with that email address, but I must have done that (d. 12.08.2023).


But I was sure that I had used the same one that I always use and then became completely sure of this when I was sent the link to create a new code, because you cannot restore a code if you do not have an active account.


Since the new code didn't work either, I pressed create account, with the email address for which I had asked for a new password and which I was sure was the same email as used the first time.


If I had just had money in the account, I would have reacted to the fact that it had disappeared, but it wasn't there...where I could see the mistake was that all the bonuses and free spins were there again. But since I had already accepted them, I knew it must be a mistake and just left them alone, i.e. did not activate them.


I could figure out that some mistake had happened, but I had no idea that I had another account. Shouldn't I have been told that the email address was not registered in their system when I asked for a new code? Because when I received the link, I was completely convinced that it was the right account.


After all, I also always pay from the same card, which probably shows that I didn't know there were 2 accounts.


I have the emails sent and also the screenshot of the messages from online customer service, with the dialogue we had right after they blocked my account.


In the dialogue, I am told that I have created 2 accounts, to which you can see that I reply, "yes, but I used the same email address" because I knew very well that I had pressed create twice, but was sure that I restored my account….not that I made a new one.


What would be the purpose of creating an additional account, apart from getting new freespins/bonuses? And I didn't accept them, which probably shows that I didn't want to cheat anyone.


Yes, as I have said a few times, I was 100% sure that it was the right email, since I received that link on that email address 🤷🏼‍♂️.


I send the dialogue.


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1 year ago
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1 year ago
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I don't know if it's Vulkan Vegas I'm answering now🤔


But yes, it is my card, the card you are asking about.

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1 year ago
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1 year ago
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Since I own both email addresses, I also do not claim that I did not use the wrong email when I created my account.


But since it was a mistake, because I don't use that email.


So when I want to log in again, I am sure that I have created my account in the email address that I always use.


As I cannot log in, I will be sent a new password, which will be sent to the email address that I THINK my account was created in. The fact that I get that link sent to THAT e-mail address confirms to me that it IS THAT MAIL that my account was created with.


And THEREFORE I press create account, with the same email address.


I guess Vulkan Vegas has rules, so as not to be cheated by users... and they can clearly see that I haven't tried to cheat.


In fact, on the contrary, they helped me make this mistake by confirming my belief that I had created my account in the same email address that I always use.


I have NEVER before tried to get a link to reset my password sent to an address that was not created in the current system.


The rule of 2 accounts is designed not to offer all benefits, such as welcome bonus and freespins to the same user several times....


And I did NOT take advantage of the offers the second time, as this must have been a mistake as I thought I only had one account!


I hope this makes sense

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1 year ago

Dear endorfinen

Thank you for clarifications. We've checked the logs, can you please let us know which account you'd like to continue using?


Regards

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1 year ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Hello endorfinen


You may now continue using the account.


Kind regards

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1 year ago
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Thank you for that 🙏🏼

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1 year ago

Thanks to both parties for reaching a positive outcome.

Dear endorfinen,

Please let me know if we may consider the issue resolved, or if you need assistance with anything else.

I'll await your reply.

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1 year ago
Translation

Hi Thomas


Yes, my account has been opened again and I'm glad it worked out🏆


Many thanks for the help 🙏🏼💪🏻

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1 year ago

Dear endorfinen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Vulkan Vegas Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru

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