The player from Poland had his account in the casino blocked, due to accusations of opening multiple accounts in the casino. We ended up rejecting the complaint as the available evidence suggests that several multiple accounts were created.
Vulkan Vegas Casino - Player's account was blocked.
Amount: €3,800
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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1 year ago
Translation
HELLO I AM VERY SURPRISED HOW VULKAN VEGAS SUPPORT TREATS THE GAMHER,
VULKAN BLOCKED MY ACCOUNT WITHOUT PARTICULAR PROOF. DURING THE VERIFICATION, HE TOOK 3800 EURO. HE ACCUSED ME OF MULTI-ACCOUNT. IMMEDIATELY WROTE THAT HE WILL GIVE ME THE ACCOUNT BACK UPON I AGREE TO RESET THE BALANCE. I ASKED FOR THE NAME OF THE DEVICE AND THE SAME IP ADDRESS THAT IS THE SAME AS MY ACCOUNT v****@wp. en , OF COURSE I DID NOT RECEIVE THIS. ALL THE ACCOUNTS PROVIDED BY PONOC CASINO HAVE MY PERSONAL DATA, I DON'T KNOW THE HISTORY OF THESE ACCOUNTS. I HAVE ONLY ONE CASINO ACCOUNT THAT I WOULD LIKE TO VERIFY v****@wp.pl I AM A NEW PLAYER AND I DON'T KNOW THE WHOLE RULES BUT THIS WAY CAN TAKE ANY PLAYER'S ACCOUNT. NO WAY MADE BY MY PERSON, I THINK THERE IS NO NEED TO SHOW IT BECAUSE THE CASINO DOESN'T HAVE SUFFICIENT PROOF OF LINKING MY ACCOUNT TO OTHERS. BECAUSE I AM 100% SURE THAT THEY DID NOT CREATE WITH ONE DEVICE AND IP ADDRESS BECAUSE I ONLY ASSUMED 1 ACCOUNT v ****@wp.pl. MY DEPOSITS WERE WITH BONUS AND WITHOUT BONUS, MY WIN WAS FROM REAL MONEY DEPOSIT. PLEASE HELP IN SOLVING THIS CASE.
Edited by a Casino Guru admin
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1 year ago
Dear frodof675,
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? Could you please advise if you have passed the KYC verification?
Could you please send me the communication you received from the casino to my email 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
Dear frodof675,
Can you please let us know your account ID or a valid e-mail that you are registered at vulkanvegas.
Since we were unable to find your account via vik**ul@wp.pl
Looking forward to helping you!
Kind regards
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1 year ago
Translation
I don't remember the ID but I have screenshots
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1 year ago
Translation
Please explain this because it is slander and also looks like scam
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1 year ago
Dear Vulkan Vegas Casino,
Could you please send me the proof of multiple accounts to my email at tomas@casino.guru ?
I'll await your reply.
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1 year ago
Thanks to Vulkan Vegas for the provided evidence.
Dear frodof675,
Could you please explain which devices (phones, personal computers) were you playing on in the casino and where were you while playing?
I'll await your reply.
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1 year ago
Thank you very much, frodof675, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Translation
hello. is my evidence not enough that it is not possible for me to create so many accounts at this time,,,?
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1 year ago
Hi frodof675,
I'm taking over your complaint. I've looked at the evidence and I'm afraid I won't be able to help you. There are several accounts opened in your name with your personal information. In each of them, bonuses were activated. Even if you weren't able to open those accounts due to the reasons above, someone else who has access to your data clearly did and therefore broke the rules. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.
Best regards,
Peter
