The player from Germany was accused of opening multiple accounts. The casino provided evidence supporting its claims and returned the player's deposits which the player agreed to. Even though the player wasn't happy with the casino blocking his account afterward, we closed the complaint as resolved as the casino acted fairly and in accordance with its T&Cs.
Vulkan Vegas Casino - Player was accused of opening multiple accounts.
Amount: €300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Good day,
I made an account there with my email address and made payments while I wanted to get my account verified. There were many green ticks on my passport and my bank details and only the id, i.e. holding my passport in front of my face, was not photographed sharply enough. I paid in around 300 euros, always in 20 to 50 euro increments and when I had already wagered over 60,000 euros and could therefore expect a cashback of around 1500 euros (because of the 3% level reached) and a balance of around 5000 euros ,without any bonuses taken, my account got blocked. At first there was no email or anything like that, but the chat support still worked and I was told I had a second account with a different email address. I wasn't aware of that, since this email address has been inactive for a long time and even the access data are no longer known, also from the second account that should be there. I have never made any transactions, deposits or verifications with any other account and have only tried many of the casinos that are displayed here in the flow but that was at least a year ago and I have no access data or I don't even know if that's true. I'm asking for your help as I don't have an active secondary casino account anywhere and it's certainly apparent that if there is, there have been no transactions or login events.
Please help me. I worked for three days to finally get credit and make a profit and find it quite fraudulent to block an account with my money. Please... Thanks in advance
I'm happy to send chat history, etc., it's only saved on the phone and not here. I hope I can submit that later
Automatic translation:
Public
Public
2 years ago
Dear marcelbeuster,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Could you please advise if the disputed amount is your active balance purely, or active balance together with the cashback bonus?
Could you please advise if your old and new accounts were active at the same time?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Good day,
The amount is my active balance on the account I'm using. There was never any simultaneous logging activity and the inactive account was never loaded with money. As I said, I don't even have the logging data for this. Thanks for your reply
Automatic translation:
Public
Public
2 years ago
Translation
Oh, the amount without cashback is 5000 euros.
Automatic translation:
Public
Public
2 years ago
Hello, alll
Let me bring some clarity to the situation.
1) Player has multiple accounts
2) Player claims he is under aged
We suggest refunding all the deposits (335 EUR).
Kind regards,
Alexander
Public
Public
2 years ago
Translation
I'm not underage and it's a pity that not even part of the profit is paid out. Can't access the alleged second account and if that's the only way I can be accommodated then I have to accept it. But I don't think that's right.
Automatic translation:
Public
Public
2 years ago
Dear Vulkan Vegas Casino team,
Could you please suggest why do you believe that the player is underaged?
Public
Public
2 years ago
Translation
I don't know if I made the other account because I didn't use it. That's why I wrote that maybe my son made the other account. But that was just a guess. The account with the winnings is definitely mine and I'm not a minor.
Automatic translation:
Public
Public
2 years ago
Hello Petronela,
The player specified his DOB wrong, mentioned his underage son, also has more than one account.
Kind regards
Public
Public
2 years ago
Translation
It would be nice if at least part of the profit is credited.
Automatic translation:
Public
Public
2 years ago
Thank you very much, Vulkan Vegas Casino team, for the clarification.
Dear marcelbeuster,
Could you please specify which DOB you submitted when opening your account?
Public
Public
2 years ago
Translation
Had a typo and 08/19/1980 instead of 09/19/1980. But I had it corrected. Please transfer the stakes back to the bank account. It's really stressful for me and I don't think I'll get the win. Thanks for the help
Automatic translation:
Public
Public
2 years ago
Thank you, marcelbeuster, for the clarification. Could you please specify when you corrected your DOB? Have you completed the KYC verification successfully?
Public
Public
2 years ago
Translation
When verifying through the chat, there was no problem correcting it with Vulkan. As I said, I would have used and verified the other account and paid in there. But that's not known.Didn't use a bonus when making a deposit either and verification is complete except for the photo with the passport and face.i.e. the ID. All others, both passport and bank details, address, etc. Green ticks everywhere. I could have been told there was an account before but the deposits and wagering were OK until I got this win. Thanks for the help
Automatic translation:
Public
Public
2 years ago
Translation
What I do want to say is that it is clear that this was an accident and there was no deposit or double use of the accounts. For me that's a lot of money and I chose the casino to deposit because of the good rating and now this. It's also obvious that there was no intention or damage that there was supposedly an account before. It's a pity that you don't accommodate and, for example, only block the cashback or something. Please further help please
Automatic translation:
Public
Public
2 years ago
Thank you very much, marcelbeuster, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
Public
Public
2 years ago
Hi marcelbeuster,
I'm taking over your complaint. Let me contact the casino and I will do my best to help.
Dear Vulkan Vegas Casino team,
Could you please clear up the situation (taking into consideration the player's replies) here and send all supporting evidence to my email address (peter.m@casino.guru)?
Public
Public
1 year ago
Dear Vulkan Vegas Casino team,
Thank you for the email, I sent you some additional questions.
Public
Public
1 year ago
Thank you Vulkan Vegas Casino team for the email.
Dear marcelbeuster,
I received some additional information from the casino. The casino's arguments are quite strong. The first account was opened in your name, with your date of birth and your old email address. A bonus was activated on this account. The second account was opened with a different email address and the wrong date of birth. A bonus was activated on this account as well.
Public
Public
1 year ago
Translation
That's really stupid because I didn't know which casinos I had already tried with no desposit bonuses. As I said, I have no access data, otherwise I would have paid there. It would be nonsense to pay into an account that cannot be verified. Do I at least get my bets back as offered above? I'm very sad because it was my first win. And the date from month 08 to 09. To change was a typo which has also been corrected. Too bad
Automatic translation:
Public
Public
1 year ago
Dear marcelbeuster,
I received some additional information suggesting that several bonuses were activated on each of the casino accounts. I'm afraid I won't be able to help you with this one. Since the casino offered to refund all your deposits, I find that offer fair. Please reply here if you agree with it.
I would like to ask Vulkan Vegas Casino team to refund the player's deposit if he agrees.
Public
Public
1 year ago
Translation
yes thank you very much for your help.i will then agree.thank you
Automatic translation:
Public
Public
1 year ago
Translation
It's a pity that I'm blocked again. I would have liked to continue playing here
Automatic translation:
Public
Public
1 year ago
Dear marcelbeuster
Sorry, but since you mentioned that you are unable to control your under-aged child from accessing the Site and computer in general, we cannot allow you to continue playing at our Casino.
Kind regards
Public
Public
1 year ago
Translation
My son is only there for the holidays and got the trouble of the century. Please activate my profile.
Automatic translation:
Public
Public
1 year ago
Hi all,
Thank you for your replies.
Dear Marcel,
The casino has the right to block players at its own discretion. As long as the deposits are returned, we consider the issue to be resolved. I can only recommend you be more careful when registering an account and avoid opening multiple accounts (or your son). Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.
Best regards,
Peter
