The player from Austria had reported an issue with Vulkan Casino, where he had two accounts. He had requested the casino to lock the unused account, but instead, the casino locked the account where he had deposited money and won 3500. Despite his efforts to resolve the issue through chat and email, the casino had closed the account. The player had sought help from the Complaints Team to collect his winnings. The casino defended its actions by stating that the player had violated their terms and conditions by having two accounts and using a no-deposit bonus on each. The player had denied using a bonus. We requested proof of the player's bonus history from the casino. After reviewing the provided evidence, we concluded that the casino acted within its rights and rejected the complaint.
Vulkan Vegas Casino - Player’s account with winnings has been closed.
Amount: €100
Vulkan Vegas Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Regrettably, Vulkan Casino has not supported me despite my own report of an issue where I had two accounts and had requested them to lock the one I was not using... It turned out that they've locked the very one I was using to deposit money where I had 3500 wins. I reached out via chat, I shot them an email... and I explicitly asked them if they could assist me. Markuus said yes, but they proceeded to close my account without uttering a word... this is just not right, I thought this was a fair site.
The chat wrote back this: "You have received the reply. Do you agree and wish to unlock the account without the winnings, or would you let the account remain closed?"
I would like my winnings
collected...
Dear Szabolcs,
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 under which circumstances have you opened multiple accounts in the casino?
- What activity was there on your accounts (registration date, deposits made, bonuses accepted) and which accounts did you create first?
- Could you please explain what the disputed amount of 100€ represents in this situation?
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
Hello all,
Just wanted to shed some light on the situation.
The player has two accounts, which is prohibited by the T&Cs.
The player used a no-deposit at each of the accounts, which is prohibited.
The player was generously offered to remain the deposited funds at his account.
Kind regards
Thanks both parties for your reply.
Dear Szabolcs,
Have you noticed you have opened multiple accounts yourself, or were you informed of this fact by the casino?
Have you accumulated the winnings after you asked the second account to be disregarded, or before?
If you used no deposit bonuses on two accounts, you gained an unfair advantage over other players who are eligible for a single such bonus per account only.
Please let me know if there are any circumstances I haven't considered, otherwise the complaint will be closed.
Don't you understand what I'm writing? I DIDN'T USE A BONUS... IT WAS AN EASY DEPOSIT.. WHY ARE YOU PLAYING STUPID.. I'VE DESCRIBED IT 10 TIMES..LET FUCK IT,
Dear Vulkan Vegas,
Could you please forward me the player's bonus history from both accounts?
Please send the email proof to tomas@casino.guru
Dear Szabolcs,
I must warn you that this kind of language will not be tolerated, and one more attempt to verbally assault or intimidate any Casino.Guru professionals will result in your profile being permanently blocked on our website. We are here to help players and have zero tolerance for such behavior.
Not important, I have to wait 1 week for 1 answer.. I wrote everything 10* times.. And you keep asking.. No problem, I don't need the money.. That's the casino's fault... Not mine.. Thanks
I apologize for not replying sooner.
I appreciate your patience and understanding.
I can see there was further bonus activity on your account which tells me you came to an understanding with the casino.
Unfortunately, after taking into consideration the circumstances regarding the case, we'll reject the complaint.
Even though we couldn't help you with this case, don't hesitate to contact us when you face issues with any online casino in the future.
Best regards,
Tomas
Casino.Guru
