Vulkan Vegas Casino - Player's duplicate accounts cause withdrawal issue.

Good day, as I have opened multiple accounts to play online. After submitting the requested documentation, I have been blocked with the explanation that I have two identical accounts and cannot receive money. They further stated that if I wish to continue with them, my balance and bonuses will be deleted in order to resolve this situation. I have declined this offer because I was able to withdraw without any issues just a few days prior, even with the same duplicate accounts. I kindly request your assistance to resolve this problem. Thank you in advance.

Dear orazioficara27,

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 why you opened multiple accounts in the casino?
• Have you activated welcome bonuses on multiple accounts in the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

Player's message:

"Good morning, I'm having trouble responding, so I thought I'd send another complaint. I believe an issue arose during the data verification process, possibly because I uploaded two identity documents. I had lost my ID a few weeks prior and now, it seems there might be two accounts in my name. Thank you very much. I'm hopeful that you can resolve this issue as soon as possible. Thanks again."

Could you please send me your communication with the casino where you discussed the topic?

When did you submit your documents to the casino?

You can forward chat transcripts or email correspondence with the casino to my email at tomas@casino.guru

I'll await your message.

Dear orazioficara27,

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.

Thanks for your messages.

Please understand that opening of multiple accounts is almost universally prohibited. Opening a new account, while having another one already, might cause you difficulties when withdrawing your winnings.

• Was your original account verified?
• When did you open these multiple accounts and why? I am afraid I don't understand your previous explanations.
• Could you please send me the email you received from the casino regarding the accusations against you?

Dear orazioficara27,

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.