The player from Argentina had his withdrawal denied due a withdrawal request to a third party payment method. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence from the casino the player has engaged in suspicious behavior and not acted according to the casino's terms and conditions.
Vulkan Vegas Casino - Player’s withdrawal has been cancelled.
Amount: $3,800
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
Translation
My account and my uncle's were blocked because we both use the same withdrawal method.
my account has 900,000 Argentine pesos inside and my uncle's with a similar amount.
that was the explanation they gave.
without any proof, without any information, they just blocked the accounts and withheld the balance, they are scammers.
Now it's time to renege with lawyers in order to recover the balance.
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2 years ago
Dear nicooretamozoo2017,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
„8. DEPOSITS AND WITHDRAWALS TO/FROM YOUR ACCOUNT
...
8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."
Furthermore, please check our Fair Gambling Codex for Players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
If I understood correctly you and your uncle used the same payment method to withdraw winnings. Could you please advise who is the owner of this payment method?
Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Not only was the withdrawal denied, but both accounts and the money in them were blocked.
What happened was the following.
My uncle's account put a wrong wallet address, it put my wallet address.
I understand the rules but it's not me who did wrong, it's my uncle
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2 years ago
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Answering your questions.
My Uncle and I have a financial and Exchange, money exchange house.
We both work together and manage both my accounts and his, when it comes to withdrawing the profits from my uncle's account, he put my account, due to a data crossing.
In other words, MY ACCOUNT was used for the withdrawal, but it was wrong, it was never on purpose, since he has his own accounts to make the withdrawals.
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2 years ago
Hello nicooretamozoo2017
We've investigated your case thoroughly and are happy to inform that you and your uncle can both continue playing at Vulkanvegas, but under the condition, that each of you will use your own payment methods. Also, just a kind reminder - it is prohibited to activate same bonus offers using same device/IP.
Good luck!
Kind regards
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2 years ago
Translation
I am very happy to hear that answer.
From when will my account be enabled?
I edit the post: my account is already active.
Thank you very much for the quick action of both parties, the mistake made will not be repeated.
greetings!
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nicooretamozoo2017, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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1 year ago
We’ve reopened this complaint as per the player's request.
Player's additional comments:
"Hello.
I just saw that they have blocked my account, again, for the same reason as the other time. (Multi-account) But I still have only 1 casino account. They did not clarify which one is the other..Could you help me
Nicoo.r******oo2017@gmail.com is my email"
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1 year ago
I'm sorry to hear that you're experiencing problems with a blocked account again. We know that your account was previously blocked since you and your uncle, were both using the same payment method. Could you please forward any relevant communication that would shed some more light on this issue this time? My email address is petronela.k@casino.guru.
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1 year ago
Dear Player,
Can you please clarify what is your relation to the account ezequ**lrojo1905@gmail.com, same device is also used.
Thank you in advance!
Kind regards
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1 year ago
Translation
How about good afternoon.
I honestly have no idea who that account is.
I don't know any red ezekiel (I suppose that's what it's called)
Could you investigate well? It is impossible for that account to be open on my cell phone.
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1 year ago
Please understand, nicooretamozoo2017, that the same device has been used for both accounts. We really need an explanation if we are going to help you.
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1 year ago
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Well, I'm willing to cooperate, of course.
But I have no idea who that account is!
On what device was that account opened on my LG K61?
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1 year ago
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Do the IPs match?
They leave me thinking, I don't have any acquaintance named Ezequiel or Red.
Not to mention that I don't believe that account.
On which device were both accounts opened? And they were with the same IP
Another thing can be seen in which town they were opened?
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1 year ago
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Remembering this LG K61 device, I bought it 3 months ago more or less (used)
Could it be such a coincidence that the previous owner had an account at the casino?
What is the date of the income from that account to which you relate me?
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1 year ago
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I just chatted with that person who linked me by email.
According to the characteristics of the number that happened to me, he lives 800 km away (bs as argentina)
I was never in that place!
I'm still baffled...
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1 year ago
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I'm still looking for a solution to the problem.
I found some other detail.
On the pc that I use in the office (work) I usually open vulkan with a browser called BRAVE
Perhaps the VPN of that browser has been changed, but I really don't know that configuration and where to find it.
P/D: the pc is an HP Notebook.
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1 year ago
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I checked the VPN part of the pc, but I really don't understand anything.
If I can help you with something, please tell me.
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1 year ago
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I think I found the problem!
I was reading a bit on the internet and came to this page https://www.cual-es-mi-ip.net/geolocalizar-ip-mapa
It is an IP geolocator and the PC I use at work, an HP notebook gives me the IP in BS AS. Where is the account with which they associate me?
So far we're going well, but his account was never opened on this device, let alone mine on his devices.
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1 year ago
Dear nicooretamozoo2017,
Meanwhile, we received a complaint related to a different casino from the abovementioned player ezequ**lrojo1905@gmail.com.
https://casino.guru/icecasino-player-has-been-accused-of-opening-multiple-8#newWaitOnStatus
Do you recognize the player now?
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1 year ago
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I went in to see the complaint, but I don't know him at all.
As you can see above, I sent him an email to tell him what happened and look for solutions, until then I didn't know who he was.
We are 2 different people, who don't know each other and who never intertwined accounts, otherwise I would have clarified it before!
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1 year ago
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As I said before, that man and I are 800 km away!
I also showed you that my PC has the IP address in your location, but I swear I don't know that person and I never had a relationship before, I never passed my account data to open it on another device, nor did I open accounts other people's devices of mine, except my uncle's a while ago.
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1 year ago
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For what it's worth, I have my own account at that casino and it wasn't blocked!
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1 year ago
Thank you very much, nicooretamozoo2017, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello nicooretamozoo2017,
I'm Michal and I have taken over your complaint. I have reviewed your case and I have some additional questions. Did you open an account at IceCasino roughly at the same time as at Vulkan Vegas? How did you find and get in touch with the player ezequ**lrojo1905@gmail.com? How come the player has very similar issues with IceCasino like you when you supposedly do not know him? This situation opens quite a lot of questions.
We would like to invite Vulkan Vegas Casino to join the conversation.
Dear Vulkan Vegas Casino,
Can you please provide more information regarding the player's canceled withdrawal? Please provide any supporting evidence regarding this player to michal.k@casino.guru
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1 year ago
Translation
Hello Michel, a pleasure.
The ice casino account was created months after the vulkan account.
I could search, if necessary, the welcome emails.
At the beginning of the conversation they ask me what relationship I have with ezequ**lrojo1905@gmail.com It is not very difficult to decipher that the email is ezequielrojo1905@gmail.com, what I did is send an email to that email (attach photos above) and the boy gave me an answer and passed his phone number. I called him and told him about my blocking and he told me that he was linked to several other accounts.
I'll tell you more, he didn't know casino guru, it was because of me that he came to complain here because he didn't even know that this page existed.
I don't have any problem in icecasino, my account is enabled and active.
The one I have blocked is the one from Vulkan Vegas.
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1 year ago
Thank you for the response, nicooretamozoo2017.
Dear Vulkan Vegas Casino,
Can you please provide more information regarding the player's canceled withdrawal and blocked account? Please provide any supporting evidence regarding this player to michal.k@casino.guru
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1 year ago
Thank you for your email Vulkan Vegas Casino, I have received it successfully.
Dear nicooretamozoo2017,
Why do you deposit with one method and withdraw via a different one?
Can you please explain why you request a withdrawal after making only several spins with very little profit and each time you agree with a quite big fee at the withdrawal?
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1 year ago
Translation
Hello.
There was a time when I took advantage of a price difference in my favor in the currency exchange. (It was not always the case, only in specific opportunities) many times I deposited and lost the total deposited or deposited and withdrew when I had profits.
Is that the reason for my block?
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1 year ago
Dear nicooretamozoo2017,
We have received evidence from Vulkan Vegas Casino that you and some other players are engaging in the same or very similar gameplay and player behavior that shows signs of money laundering. Your above replies are still leaving quite a lot of questions which makes us believe the Vulkan Vegas Casino decision of canceling your withdrawal and blocking your account is not unfair and is acting according to its terms and conditions as mentioned here:
11.Collusion, cheating, fraud and criminal activity
11.4. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint.
If you feel you want to take this complaint further you can contact Curacao Gaming authority here (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru).
We are sorry We could not be of more help on this occasion.
Best regards,
Michal
