Vulkan Vegas Casino - Player’s withdrawal has been delayed.

After I sent them my documents and they accepted them and they verified my account, and also after having made a deposit, playing, making a profit and requesting a withdrawal without any notice they blocked my account, apart from the fact that the deposit took 3 days to be reflected in my account and withdrawal already had a full week and nothing just blocked my account without explanation.

Dear Francisco,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you win the amount by playing with a bonus or your real money only? Have you ever made a successful withdrawal at this casino?

Have you asked the casino to provide an explanation? Could you, please, forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Hello Kristina!

According to Vulkanvegas T&C:

"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

The player used a no-deposit bonus on both pa***corp@gmail.com and on his duplicating account sol**ak80@gmail.com

All the personal data, device and IP are all the same, we can state firmly the player is a bonus abuser and has multiple accounts.

But as a sign of a good gesture we are allowing him to leave his deposit on the balance.

Kind regards,

Alexander

Hello Solopak, Alexander,

Alexander, thank you very much for your reply with an explanation.

Solopak, is there anything else, you would like to add to this conversation? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello, start playing with a free spins bonus with winnings of $ 20 Dlls more or less, I kept playing, I sent my documents, they accepted them, I met their requirements and I converted the winnings into real money, I made a deposit of $ 10dlls which took 3 days to appear in my account and I asked for a withdrawal and everything seemed to be fine they accepted the withdrawal request and started the process and I think that after 7 days I tried to enter and play or check if my withdrawal was ready because they no longer let me get in.

After I made this complaint and a week had passed, I received an explanation from the casino, they say that because I had another account and that they could unlock one but without the balance.

Well, if that was the problem because they validated my account, I deposited and they didn't say anything, ah! But when I try to make a withdrawal then if they say that there is a problem, I agree that they are the rules but it is not fair that they did not say anything in the whole process and they even validated my account and until I try to withdraw they have been given bill! Well, I don't think so. And I think I did have another account and the truth is that I neither remembered nor do I remember when I registered it. And I say it is not fair or tell me then what is the use of reviewing the documents we send you and what is the use of validating an account? I have always believed that when an account is validated it is because you will no longer have problems to deposit and / or withdraw but I think I am wrong or maybe not and they are doing their job wrong.

And the person is from the casino, I ask you to measure your words, ok, here who is abusing are you, or one of two does not do their job well and that's not my fault ok

Solopak, thank you for your messages, but from the casino's reply it is obvious, that you have created 2 accounts. We can see in our database two different email addresses matched to your name (one you added as the email you use to log in to the casino, and the other one you use to reply to this complaint), and Alexander from Vulkan Vegas stated both of them in his message without knowing this fact. Also, duplicate accounts are usually detected during the KYC, when the casino checks each detail you provided and the other account was probably found during the review of your documents.

Since creating multiple accounts is strictly forbidden in most casino's, there is nothing more we can do for you. The casino proceeded in accordance with their T&Cs and your winnings have been confiscated rightfully.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

I have never denied that I had another account, ok. But what seems unfair to me is that until it was about the withdrawal they said there was a problem, why didn't they say anything when I deposited?

In addition they validated my account and did not say anything so I continued playing and received the deposit, otherwise I would not have deposited.

And apart from that I am not stealing or cheating on anything, the earnings that I had I earned with my effort since there were several days that I dedicated to generate profits it was not that they gave it to me, and if you are not going to be able to help me with This is fine, take their side and I'll find someone who can help me, thank you.

As I mentioned in my previous message, duplicate accounts are usually found out during the verification process, because only then casinos check the player's details and compare them with their database. In this case I can only recommend you not creating multiple accounts at any casino in the future, because most of them have it prohibited by their T&Cs and it always results in confiscating winnings and/or closing the account.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.