Vulkan Vegas Casino - Player's winnings confiscated due to alleged duplicate accounts.

 Vulkan Casino, after completing KYC verification, allowed me to win approximately 3600 euros. Then, they claimed there were duplicate accounts and confiscated the funds. I was unable to log in to my account to check the withdrawal. After reaching out to live chat, the representative informed me that I have more than one account at Vulkan Club. Additionally, I was told about a duplicate registration id number 52605252 and an initial phase email that began with my name. The emails were very similar. The live chat representative wrote that my personal identification documents –which also happen to be on my current account– had been submitted for verification. However, I'm unaware of the submission date for these documents on that account. My registration ID is 54098963. This suggests a difference of about 1.5 million registered players. I initiated my engagement with Vulkan Casino on January 3, 2024, submitted documents for verification, and also on January 3, 2024, the account was verified. From January 29, 2024, I made several deposits.Only afterwards on February 15 and 16, 2024, after depositing, did I manage to win approximately 3,600 euros. However, the Casino took this money back. The lady on live chat wrote that they could return my account in exchange for zeroing the balance and, as a loyalty bonus, keeping 400 euros.

  Obviously, I did not create more accounts than the solitary one I have at mariusz,,,,,@gmail.com. I live and take care of my younger brother. We share one computer, which I rarely use due to my work commitments. Our father was a gambler, and I've occasionally heard stories about casinos. This brings me to the question...

  What is the purpose of KYC verification??? I submitted my personal identification documents for verification to play safely in the casino. I was convinced that KYC is a priority in preventing the creation of duplicate accounts and gaining an unfair advantage over the casino. However, it appears it's not the case as my account was only blocked when the balance was around 3.6k euros and a withdrawal had been requested. Thus, I have a question. Where is Vulkan Casino's customer safety? An account with my data was created much earlier by a person unknown to me at the moment. So why didn't the casino's system see the duplicate during KYC? Or perhaps it didn't want to see it until there was a high balance? The lady from live chat wrote (and I quote), "THE ACCOUNT WAS BLOCKED WHEN THE CASINO DETECTED A VIOLATION OF THE RULES, THAT IS, 2 ACCOUNTS WERE BEING USED AT THE SAME TIME." Logically thinking, according to the rules, a duplicate account would have violated the rules at the moment of registration itself. The lady on Live Chat couldn't answer my question, why didn't the KYC verification reveal the duplicate. In such a case, KYC should prevent the verification of the account, not the opposite as in my case. This puts the player at risk of penalties and account blocking. Logically, I couldn't knowingly violate the rules by creating 2 personal accounts because I knowingly and openly violate the regulations. I gave the documents knowing that I only have 1 account. I'm sure I can logically deconstruct every accusation because I've read complaints on the forum. Everything points to the fact that my case is not unique. There are instances when the casino system allows duplication, and then with a high balance, closes the account. I will send examples and proof to the private email. Positive verification allowed me to become a legal player. According to the rules, they were violated as accounts were created with the same personal data. However, this would not have happened if Vulkan Casino was conducting KYC as they informed about the positive status in the email. Therefore, Vulkan also violated its regulations to some extent. I only created one account: mariuszbar,,,,,,,,,@gmail.com. I kindly ask for your assistance.

Dear mariuszbaranekvul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified and if yes, could you forward proof of successful verification to petronela.k@casino.guru along with any relevant communication?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Casino Guru?[DOCUMENTS HAVE BEEN SENT BY EMAIL}

My account mariuszb**** ekvul@gmail.com after sending the documents, it was verified in accordance with what VULKAN CASINO wrote.

I made deposits with and without bonuses.

My winnings were probably obtained without a bonus.

I made deposits using Mifiniti Walet and Skrill_Utorg

To the best of my knowledge, the only person is my younger brother. Only he could have access to documents with my data.

Due to family circumstances, my brother never saw or knew that I played in casinos,

I created my account on a different device than the one I have at home. Therefore, it is not possible to link a common device to the game,

Regards

Dear Vulcan

I don't understand a few things.

The lady from live support first wrote:

- that I have more than one account and documents with the same data as mine were sent there from that account?

-that they closed my account only after Vulkan noticed the game on two accounts at the same time?

-later she wrote that they closed the account when they discovered the duplicate file?

I agree that I can only have one account,

Please explain to me. How can a player who has no knowledge about casinos avoid the situation described above?? By not knowingly opening an account and thus risking loss?

According to reasonable thinking, the KYC verification should determine the situation of the account.

Please explain?

-you wrote that the player has 2 accounts with the same personal data

- You wrote that there are 2 accounts and 2 players and they have similar personal data

So what is the suspicion after all? Because I can't explain further

BOTH PLAYERS' documents are different (in format), What does the casino mean by different formats?

........... THE PLAYER HAS 2 ACTIVE ACCOUNTS....

Regards

Dear mariuszbaranekvul,

I apologize sincerely, but if the casino can provide evidence that the same personal documents were used to verify both accounts, we won't be able to offer any further assistance. Please understand that it is your responsibility to safeguard your personal documents and ensure they are not accessible to any third party for unauthorized use.

Dear Vulkan Vegas Casino Team,

Could you please forward any supporting evidence to petronela.k@casino.guru?

Thank you in advance.

Hello Petronela

The e-mail was sent.

Kind regards

Dear Vulkan, please answer my questions?

Hello CasinoGuru. I must admit that I am very surprised by your statement. Why didn't you summarize my statement? It looks like you didn't read my opinion, but you immediately suggest that it would be better to dismiss the complaint. I have no legal obligation to carry ID cards with me or check all documents. I don't know who and how presented the mariusz22 account documents to you** 3@gmail.com similar to mine.

I submitted all the documents for the mariuszb**** account ekvul@gmail.com to make full use of my account. The casino wrote that it had very good documents. And as they wrote, A little similar, a little different. Everyone knows that Vulkan Casino requires full verification;

1 Photo of proof in front =title and selfie

2 Proof of address - bill, account statement

3Source of wealth Any document that could prove your source of income

4 Proof of payment - Screenshot

However, the casino is obliged to comply with the principles of the Privacy Policy contained in the regulations. Paragraphs described in the Administration and protection section ''Websites - Conducting verification''

The casino did not follow these rules. It is the casino's responsibility to check this and prevent such a situation. THE REGULATIONS ALSO SAY THAT WITHOUT VERIFICATION, WE WOULD NOT BE IN

YOU CAN CREATE USER ACCOUNTS (in some cases

cases)OR ALLOW THE USE OF YOUR ACCOUNT. I ADVICE AGAIN THAT AT THE TIME OF MY KYC, THE FIRST ACCOUNT ALREADY EXISTED. WHAT HAPPENED WHEN THE NEXT 2 ACCOUNTS WERE ACTIVE AFTER THE DEPOSIT PERIOD?

From your statement, I conclude... that's the only point of breaking the regulations. I realized that I have no chance of winning the dispute if Vulkan provides the appropriate documents.

I REMINDER THAT: In the Vulkan casino, such documents are required for verification in order to fully use the website. In my case, mariuszbaran ekvul@gmail.com it was an ID card - a bank statement confirming the address and source of wealth, and a Minifiniti wallet. I don't know what kind of documents someone submitted to the second account?

1

.The casino should also pay attention to whether there was consistent use of similar accounts on the same devices, the Internet, and the method of deposits or withdrawals, if they were ordered. The casino also stated that the player had 2 accounts and had broken the regulations. Do not take any of my statements into account. Casino performed incorrect KYC, exposing me to great stress, loss of money and loss of my player account.

The Regulations constitute an agreement to which the User and the Company are parties.

We carry out verification in order to;

a) ensuring compliance with legal obligations regarding counteracting money laundering and terrorist financing: it follows that providing verification data is required by law. Without this data, we are unable to fulfill our legal obligation under the above-mentioned regulations

b) prevent financial abuse, fraud and violations of the Website Regulations.

The result of my verification was an email with the following content:

"We are pleased to inform you that your account has been verified. Have a nice day!''

Thank you very much, Vulkan Vegas Casino Team, for the supporting evidence and clarification.

Dear mariuszbaranekvul,

We have received supporting evidence from the casino, but unfortunately, we are not authorized to share these with you. However, I would like to clarify that I never insinuated that you are obligated to carry your ID with you at all times. Nonetheless, it is your responsibility to keep it safe and prevent it from falling into the hands of third parties. I strongly advise against allowing any third parties to misuse your personal documents in the future.

Once again, based on the provided documents, we can unequivocally conclude that the casino acted within its rules when they confiscated your winnings.

Please inform me if there is any additional information that I may have overlooked. However, I regret to say that I may be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance. Thank you in advance for your understanding and response.

I asked a lot of questions to Vulkan Casino, and now it is obvious that neither Guru Casino nor Vulkan pays attention to this.

Why don't I get any answers to my explanations and questions?

I keep reading news that the vulcan has evidence.

I described the situation to kyc.

I blame the casino for allowing me to make a deposit... win the money and then block it.

I mentioned a number of information above that the casino did not comply with its regulations,

But I see that only the fact that a second account was created is taken into account.

So today my son admitted that he has had an account at the Vulkan casino for some time. Due to the fact that he is a minor, he used my personal data. After talking to him, I found out that he made low deposit payments, I don't know if he had any withdrawals. And apart from consistency personal data is certainly not consistent.

He said that he didn't expect that I would one day play like my grandfather. And he just wanted to see what it looked like. Is it true that he told them to close his account because he would never play again?

This probably won't overdo anything.

I am still waiting for clarification on my questions. Otherwise, I will want to get help from the casino licensing authority. I am innocent of creating a duplicate by my son and I accuse Vulkan of what I described above

Thank you

Hi mariuszbaranekvul,

There seems to be an increasing number of family members involved in this matter. As mentioned earlier, it's crucial to safeguard your personal documents and banking details, which ultimately falls under your responsibility. The casino cannot be held accountable for these occurrences. If you suspect that your personal documents or banking details have been misused, I strongly advise you to reach out to the official authorities rather than the Casino.Guru Complaints Resolution Center.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.