Vulkan Vegas Casino - Player’s winnings confiscated over duplicate accounts claim.

Hello,

I have only recently come across your website. Last year, I had an account at Vulkan Vegas Casino. I lost a significant amount of money and even took out loans to keep playing there. Consequently, I decided to permanently close my account. A few months later, I opened a new account, constantly depositing and losing money. At one point, I even won €9000 with real money, but the winnings were nullified because they said I had two accounts - which was not true. It was my old account that I had closed; I was unable to even log in. However, they claimed it was only temporarily locked, not permanently closed. The money, I never received. They told me they would delete my old account, cancel the €9000 on the new account, and that I could then keep playing. I kept depositing money, occasionally making withdrawals. Now, I am only depositing thousands of euros and am deeply in debt. The casino claims they have paid me out a lot of money. While it may be true that I won back my deposit a few times and made withdrawals, I always re-deposited and took out more loans. I believe the casino is rigged. No matter which slots I play, I can't seem to win. €500 is lost within half an hour. Something doesn't seem right about that. I barely win back a quarter of what I lose. All I've been doing is depositing money and not making withdrawals. I'm starting to wonder if the casino is fraudulent.

Here's the rundown: first, they cancelled my €9000, then I was able to withdraw my deposit a few times. Now I can't even seem to win €100. The slots only seem to eat up my money. Note, I don't have the screenshots from when they allegedly cheated me out of the €9000. My old account has been deleted.

Dear Sanni777,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Regarding your second account - no matter if your first one was closed or you could not login, creating a second account is strictly against any casino policy and they were allowed to confiscate your balance from it. The fact that you can still use the account is their good-will.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

Dear Sanni777,

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.