The player from Germany could open a new account despite having active self-exclusion. The player changed most of his details in order to create a new account, therefore we decided to reject this complaint.
Vulkan Vegas Casino - Player was able to open a new account.
Amount: €1,800
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
2 years ago
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2 years ago
Translation
Hello, I had my account blocked at Vulkan Vegas a good six months ago due to gambling addiction and informed the casino that I am not in control and that I am in serious financial problems. I was informed that this site was no longer possible to use if I relapse. Unfortunately, the addiction got the better of me and I was able to prevent myself from the game process despite the message, open a new account and deposit again. I hope for a solution in terms of game protection and hope for a refund and Exclusion from any gambling at this site .
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2 years ago
Dear Gökay,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please clarify the dispute value? Is this the value of deposits you managed to make?
Would you be so kind as to advise whether you used the same personal details to create both accounts?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
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Hello, I used the same data and also uploaded documents, the residential address is different due to a move. Yes, it is about the payments made.
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2 years ago
Thank you for your reply, Gökay. Do you still have access to your account? Could you please advise if you have discussed this issue with the casino? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.
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2 years ago
Dear Gökay
Could you please provide us with the new account of yours? Since this one is permanently blocked due to gaming problem and we are unable to find your second account.
Thank you in advance!
Best regards
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2 years ago
Hello everyone,
Thank you Vulkan Vegas Casino team for taking your time to help us with this case.
Dear Gökay,
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
Despite the fact that I contacted support, it was still possible to pay in with the same data until I informed them of the problem. In my opinion, negligent action was taken here because the addiction problem was known to everyone and the documents for comparing the data online for verification were not available was intervened. I have suffered considerable financial damage from this, which threatens my existential situation.
I hope that in this case the casino will stand up for participants who are addicted to gambling and will protect them and, as a gesture of goodwill, reimburse the deposits made.
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2 years ago
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No, no attempt was made to circumvent this spelling on my ID card. In addition, the documents that are available for verification have been available since the account was opened with the same ID number and that's why I gave my current residential address. They ask a gambling addict to use the gambling limit option which is like sending an alcoholic through the supermarket and telling him to avoid the liquor counter. Date of birth and name are the same these cannot change .Residential addresses can change, which is why a comparison based on this data is not up for debate anyway. If you had complied with the request to check the documents early enough, you would have figured out yourself that this player account was blocked but the documents were not checked until the closure although these presented to them then you only have to compare your ID card number and the puzzle is solved nicely.
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2 years ago
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when you compare the payment systems, you immediately notice that the first 6 digits of the last card and the card used for the new account are identical. that can't be a coincidence and i'll bet with you i could open an account today with a similar email to the first account and that wouldn't matter as long as 1 digit is added or 1 letter is omitted and you seriously want to make me believe it
that çavus and cavus are completely different although the first name is identical and as well as the date of birth it is impossible to come up with the same person you are right
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2 years ago
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The point is that there is enough evidence here, let me get this straight to you, what are the odds that these two people are one and the same
Gokay Cavus 19/11/1997
Gokay Cavus 19/11/1997
The alarm bells should ring now you should check the documents because you can change emails but not state documents. Oh the same ID number as on the blocked account and the matter would be clarified. The excuse with the residential address does not apply because blocked players are probably still moving may and at the same time must adhere to the correctness of the data.
The sadder thing is that if I had requested something to be paid out, which was the case, I would never have gotten a cent from you either, so this is a fallacy for the player
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2 years ago
Hello everyone,
Thank you Vulkan Vegas Casino team for providing the detailed report.
Dear Gökay,
I am sorry, it would be a completely different story if you managed to register by changing only one personal detail or so, but here you manipulated almost all of your personal details in order to create a new account. Even the best blocking software would have a problem detecting that you already have an account under these circumstances. Previously, the casino closed your account right after you mentioned the gambling problem, so to me, it is clear that they are not trying to let players with gambling problems play.
Please understand we always try our best to help problem players, but it is impossible for us in certain instances. I am afraid that we are no longer able to support you in this case. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.
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2 years ago
Translation
I don't understand how you can assume manipulation if the data was entered correctly. It is the same name and date of birth as in the old account. Furthermore, the same documents were uploaded for verification and released for verification. If the casino would now fulfill their obligations and would do this, then another loss would not have been possible. That's why I see the casino as at least partly to blame, since they would have had the opportunity here, even if the software has no possibility. Here, negligent action was taken by the documents probably not being checked intentionally to enable further play or how else you explain to me that the documents were not checked after several weeks of being available and explicitly requested. With my old account, this was carried out within 2 working days. Here, the documents were not checked even after personal notification from the support .and here lies the problem. if the vulkam vegas casino had checked the documents here, then they would have realized that this was a case of gambling addiction and it should have been stopped so that no further losses were incurred.
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2 years ago
I am sorry, but you changed way too many personal details in order to create another account. It would be a completely different story if you registered with the same personal details or changed just one small thing. Please understand that the casino had no way to block you even if it wanted to, therefore we cannot punish it in this case.
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 and we will try our best to help.
