The player from Brazil has requested a withdrawal. Unfortunately, the payment seems to be delayed. After a closer examination, and after casino provided relevant proof that player has created multiple accounts, we ended up rejecting this complaint as unjustified.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: ??
Vulkan Vegas Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I requested a withdrawal, they asked for kyc verification, I sent it several times, then I went to my account and it was blocked, I have no access. I only have this account, my password and email are all correct.
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2 years ago
Dear marianaalencar369,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus? How much is your requested withdrawal, please?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Good night! This is not a plausible justification, as I only have one computer and all the e-mails, telephone numbers, names are different, after all, there are other people, such as friends, family members who use my computer and who were interested in playing on Vulkanvegas, the issue of bonus is given to all players regardless of ip, email, or device. This issue of blocking is a disregard for players, not all people have electronic devices to register their account on the site. So it doesn't mean these accounts belong to me.
I HAVE ONLY ONE ACCOUNT IN MY NAME THAT IS MINE, which is the one I requested the withdrawal from. And precisely
blocked my account after I made a deposit, to request my withdrawal.
Since they say that there was a violation of the General T&Cs and the Bonus T&Cs, why didn't they block before making my 50 BRL deposit?
I ask you to review my case because I lost the money from my deposit and I have to be reimbursed for that amount.
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2 years ago
Thank you Vulkan Vegas Casino team, for the clarification.
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Dear marianaalencar369,
I have checked the general T&Cs and this is what I found:
"5. OPENING YOUR ACCOUNT
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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."
I understand that you might have borrowed your device to friends or other family members if they wished to create casino accounts based on your recommendation but it doesn't explain the similarity in email addresses used to register multiple accounts from the same IP address. Au contraire, it suggests that one person created multiple accounts from one IP address which is not allowed in the majority of online casinos.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Good Morning! Reviewing the terms in item 5.5 "You may only open a single (Main) account on the Site." this was followed correctly, as I opened only one in my name, the other accounts are from other players, that is, there is no duplicity. In 5.5.3 it clearly says "can be recovered by us, and any funds withdrawn from the Master and/or Duplicate account will be returned to us upon request." In the other message I already asked for the amount to be refunded, if you have another procedure to perform, could you let me know.
On the issue of emails, this similarity makes no sense, after all emails can be similar and not be from the same person, they can have the same name and surname and not be the same person, the ip address It's the same because the same device was used.
My complaint is totally admissible, I made my account, got my winnings, made the deposit to request my withdrawal, sent the docs for verification and on top of that I recommended Vulkanvegas to friends and family because I found the site very exciting and with a variety of games , because I think it would be okay to use the same device.
Since there is this restriction of the same ip address, they could at least inform the players before they register on the site, my friends and family also had their accounts blocked and cannot access their own accounts.
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2 years ago
Dear marianaalencar369,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Good Morning! I would like to know the procedure for the reimbursement of my 50BRL that I deposited and my account was blocked before withdrawing?
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2 years ago
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Good Morning! I can't login because the account has been blocked. But probably more than 200 BRL.
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2 years ago
Dear Vulkan Vegas Casino team,
Could you please advise if the player is entitled to any refund? Thank you very much in advance
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2 years ago
Dear Petronala,
I do believe that you understand that Casino has paid royalties for the free-spins, bonuses granted for the multi-accounts.
What would casino-guru suggest in such a case? Should Casino make a refund?
Kind regards
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2 years ago
Dear marianaalencar369,
I'm sure you agree with me that you knowingly abused the bonus system by creating multiple casino accounts and redeeming free bonuses. This is considered in the majority of casinos a serious breach of terms.
I'm afraid that since you have misused casino system deliberately you are not entitled to any refund.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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2 years ago
Translation
Good night! First I didn't know about this bonus issue, after all the bonus is given to all players. I have already explained all my situation regarding the site and bonus.
Turns out I didn't know this information, I made a deposit of 50 BRL with the intention of withdrawing my winnings from the account, but the account was blocked even before they accepted the docs verification.
Therefore, my 50 BRL was lost as a result of all the situation that was told, so I am entitled to the refund, because since I was not able to withdraw my winnings, I am entitled to my refund of 50 BRL, otherwise the site will be acting in bad faith, as the blocking was after my deposit.
I ask in advance for your understanding and help with the refund.
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2 years ago
Dear marianaalencar369,
There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules by opening more than one casino account and redeeming free bonuses.
Please accept the fact that you breached the rules and you won't be entitled to any refund since you have abused the casino's bonus system.
Once again, if there's anything else we could try to help you with do not hesitate to contact us, otherwise, I will be forced to reject your complaint as unjustified.
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2 years ago
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 any other casino. We are here to help.
