Vulkan Vegas Casino - Player’s account was closed.

Hello

I had halfway given up on that. However I know that a similar cases have been resolved, so I'll make a request.

In June of last year, my account was blocked. The reason they are claiming is that I made multiple accounts.

It's too long ago to remember, but I had a withdrawal request several hundreds to a thousand dollars.

the email address for secound account they showed is nothing to do with me

Dear ryosyou,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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? Have you accumulated your winnings with or without an active bonus? Have you tried to complain about the decision of the casino before?

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

My family most likely don't know online casinos. So no possibility.

KYC has been done, and I received my winnings many times.

Those winnings are not from bonuses.

I hadn't had complaints.

Thanks, ryosyou, for your reply.

Could you advise how long were you a player of the casino before your account was blocked? Which devices did you use to register and play there? What games did you play the most (slots, live games, multiplayer)?

Could you forward me the last communication between you and the casino regarding the issue to tomas@casino.guru ? Much appreciated!

I played at the casino for 18 months.

Devices: PC and smartphone

Game: Slots and Live games.

I contacted them via live chat, so there are no logs.

Hello ryosyou

Can you please confirm we are talking about the issue, that took place 3 years ago?

Thank you!

Hello there

3 years ago? I signed up 2 years ago.

Thank you very much, ryosyou, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello ryosyou,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vulkan Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Are you able to provide any further insight into the blocking of the player's account?

Kind regards,

Adam

I don't know him at all.

But there is a possibility that used the same free Wi Fi.

I live in Hiroshima, Japan.

Do you know what was he saying about his residence?

Dear Vulkan Vegas Casino,

Can you please supply evidence of the above to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hello,

It's been decided to allow the player to withdraw the funds ($603.00 - the amount that remained before the blocking). Afterwards, the player will be permanently blocked. All the new accounts will be identified as "duplicating" and will get blocked immediately.

Best regards

Thank you for the update, Vulkan Vegas Casino,

Dear ryosyou,

Please let us know when you have received the payment, and the complaint will be closed as 'resolved'.

Kind regards,

Adam

I made a withdrawal yesterday.

today, my account has been blocked again. But I haven't received yet.

Dear ryosyou

Can you please make a withdrawal request once again?

Kind regards

Received it. Thank you.

Although I couldn't prove my innocence.

Dear ryosyou,

While I understand your wish to prove your innocence, it is completely at the casino's discretion if they decide to stop offering their services to you. As you have now received your outstanding balance, we would consider this matter to be resolved. Can you please confirm if you agree and that the complaint can be closed?

Kind regards,

Adam

This result makes me uneasy.

However, this complaint will be closed.

Thank you for your cooperation.

Dear ryosyou,

As you have now confirmed that your issue has been resolved successfully, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam