Vulkan Vegas Casino - Player's account is closed due to duplicate accounts.

Hello, I would like to share my story. I used to have an account that was blocked by my wife some time ago so that I wouldn't play. Later, I created another account and played for over six months, deposited money, and when I won €2100, every day my withdrawal was canceled and they requested additional documents, which I provided. However, the next day they blocked my account. During communication, they referenced duplicate accounts and offered to lift the block only after I forfeited my winnings of €2100. It's a shame for such a large casino because I don't consider my account a duplicate when the second one has been blocked for several years and only one profile is used. Moreover, my friends and I, who deposit between €30,000 and €70,000 per month, upon hearing about this situation, will simply move to a more friendly casino.

Dear Andzej_jerenkevic,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify how was your first account closed? Was it by contacting customer support via chat or email, or was it closed directly in your player profile?

When exactly was your first account closed and your second one opened?

Why did you create a new account when you knew that you already had an account in Vulkan Vegas Casino? Have you communicated with customer support before you registered a new account in this casino?

Did you use the same personal details as in your first account? Was your first account fully verified?

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

Best regards

Veronika

Dear Andzej_jerenkevic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.