Vulkan Vegas Casino - Player's account was blocked.

I sent my documents for approval, they were approved and they did not release my account, and the other day they blocked my account saying it was a duplicate account, I did not receive any email reporting this, the support only sends automatic messages, a tremendous lack of education and dishonesty from this casino, I deposited and lost my money, please sort it out for me

Dear Renann23,

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?

Do I understand correctly that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

I have already passed verification and in the sequence my account was blocked, my winnings were due to real money!

By

Please solve this for me, I play in many casinos and I have never felt so humiliated as by this casino, total lack of respect for the customer, I have never seen such a thing, but of course the block they do not pay, it is clear that for me!

Hello all

Dear Renann23

Can you kindly let us know who does the account santospint***siane@gmail.com belong to?

Since we can briefly see the activation of the no-deposit bonus as well as the gameplay from the same device and IP address, which is against the rules.

Thank you in advance!

Kind regards

This vulkan vegas account belongs to my wife as I have told you several times in the live chat, but she never made a deposit into the account, much less enjoyed a bonus, as she never made a withdrawal, if she had made a withdrawal and enjoyed any bonus , I would not claim my rights, but you prefer to close the live chat and leave the customer without any response, only with the same automatic responses, I want my account reopened, because I have 600 reais there, and I will not lose you, because I didn't infringe anything, I'll fight until the end to have my money that I played and won and you blocked me with the greatest lack of respect! I have a YouTube channel with over 1 million subscribers, and I'm going to make videos there, I'm going to do whatever it takes to be heard!

Hello everyone,

Thank you both for your replies.

Renann23, I am afraid that if you both played from the same device and activated No Deposit bonuses, there is not much more we could do as this is prohibited by the vast majority of online casinos. Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Renann23,

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.

Good morning, my wife's account was opened on her cell phone, she didn't even do anything on that account, she got the bonus because it was a registration bonus, but it was entirely for the casino because she never wants to deposit in this account to able to make a withdrawal, I already played, made the deposit and managed to win my real value, and this is a huge lack of character on the part of this casino, because at no time was I warned that I could not withdraw money, if I had known I would never have cheated money and played in this casino, I demand to reopen my account, as I have not infringed anything, and this casino acts in bad faith, not to pay players, that is clear, I have a YouTube channel with more than 1 million subscribers, and I will make a video there reporting all my inconvenience, so that no Brazilian goes through this!

Thank you very much, Renann23, for your cooperation. 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.  

Hi Renann23,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help.

Dear Vulkan Vegas Casino team,

Which account was opened first and were the winnings made with a bonus or was it from a deposit?

Hello all,

Following the investigation, the following was discovered:

sant****ntojosiane@gmail.com - registered 04.12.2022 14:49:54 (UTC), activated and used no deposit bonus, Ip address: 143.208.41.110, same Samsung Galaxy A12 was sometimes used.

ren**n874@gmail.com - registered 05.12.2022 00:29:47 (UTC), activated and used the same no deposit bonus, IP address: 143.208.41.110, same Samsung Galaxy A12 was used.

The above breaches the following T&Cs:

All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). 

We suggest leaving the deposit at player's account.

Kind regards

Yes, as I said before, my wife made the account, but she never deposited anything in the account, since I had my winnings with my deposit balance, now please have the character to unlock my real balance so that I can play or withdraw!

Thank you Vulkan Vegas Casino team for the explanation.

Dear Renann23,

I'm afraid I won't be able to help you with this case. The casino's arguments are pretty strong. Your wife opened an account and took the no-deposit bonus. When she lost, you opened an account in your name and also played with the no-deposit bonus. In both cases, the same device was used. Eventually, you won from your deposit in your account. Opening more than one account from the same IP, household, etc. is forbidden in most casinos. We always try to look at the overall fairness of the situation, especially when the data suggests that the players played independently. However, this doesn't seem to be the case and we understand the casino's decision. It is a way to protect itself against bonus abuse. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter