The player from Poland had her winnings confiscated after she was accused of opening multiple accounts in the casino. After a closer examination of this case, It has been agreed with the casino that the player's account will be reopened and all functions will be available again. The issue has been resolved successfully.
Vulkan Vegas Casino - Player was accused of opening multiple accounts.
Amount: 1,200 zł
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
1,I WANT TO CLARIFY THE CASE WHERE VULKAN ACCUSED ME OF HAVING A SECOND ACCOUNT.
2 He made accusations against me with an unequivocal verdict with no way to explain.
3I was accused of this; I note; 'I registered 2 accounts on 1 phone and one ID and using bonuses and free FS not in accordance with the rules.
4 .I do not know the second account or e-mail so I asked for evidence because I'm innocent,
5 when I was given the id of that account **** irek.*****@interia.pl and comparing with my PLAYER ID ****** *****.*****@*****.pl
6I calculated that there is a difference of about 11mc so it is impossible to register and play at the same time on the same id
7I got an answer suggesting an explanation for the situation where I was asked ,,,,Maybe you used the Internet or a device in a public place somewhere? I replied that maybe so.
8. I got an answer suggesting an explanation for the situation where I was asked ,,,,Maybe you used the Internet or a device in a public place somewhere?I replied that maybe so.
9 IT SEEMS TO ME THAT THEY DON'T KNOW WHAT THEY TAKE MY MONEY AND ACCOUNT FOR
10WHEN I SEND A MESSAGE FROM YOUR FORUM ;SEE ZAL; I HAVE NOT RECEIVED ANY ANSWER
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1 year ago
Dear ROZALIA1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me a few questions, so I better understand the situation. Could you advise when exactly you created the account in the casino? Was the other account created before yours or after according to the information you received from the casino? What device did you use when creating the account in the casino? Were you always playing from the same device? Have you ever deposited in the casino?
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,
Tomas
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1 year ago
Dear ROZALIA1
Can you please clarify who the account irek.m**er@interia.pl belongs to?
Since we can see gameplay and receiving bonuses via the same device - SAMSUNG Galaxy S21 Plus.
Thank you in advance!
Kind regards
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1 year ago
Thanks for the detailed explanation, ROZALIA1.
Did you at any time let anyone use your phone to open an account in the casino, or log in to the casino with another account, to your knowledge?
If you will have any difficulties replying to this complaint thread, sent your message to tomas@casino.guru so I might publish the reply for you. Much appreciated!
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1 year ago
Translation
We've received the following message from the player:
"Hello. I don't care so much about the money I won, only that I was accused of something I didn't do. And as I wrote earlier that I received a different accusation with every e-mail from Vulkan . Even now, the man from Vulkana writes about the Samsung s21 aw device in the last e-mail they write about the Samsung s13 device. As I wrote, I have a transport company, about 30 trucks and 50 drivers, we exchange phones sometimes once a month. At the moment, in December, I have 3 phones, two old phones got new drivers. I have no idea and such an e-mail IXXXXX0 @email.xxxxx I am not aware of using my phone to log in or register at the casino when it was my personal device
If I had known about such an incident, I would now politely apologize for the confusion. Unfortunately, I cannot do it against my will."
Automatic translation:
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1 year ago
Translation
Sir, I have no idea who this e-mail belongs to unless I ask all my drivers. You are playing at random because again your supposed evidence is different: in the e-mail you write that you have 1 device with the number SM-A137F and here you write about the Samsung S21 plus device. For your peace of mind, I have 6 new phones in front of me and each has the number SM-A137F.
TO MR. TOMASZ
TOMASU, I NEVER CONSCIOUSLY GIVE MY PHONE TO REGISTER TO THE CASINO AND LOGIN.
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1 year ago
Dear ROZALIA1,
Could you explain what is the model of the phone you used to create your account in the casino and play there?
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1 year ago
Thank you very much, ROZALIA1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello ROZALIA1,
I'm Michal, and I have taken over your complaint. We are here in a tricky situation, but I will do my best to try to help you. First of all, it is not fully clear to me why you are constantly changing phones? We know that every device has its own unique serial or ID number, and it could, like in this situation, cause unnecessary trouble when you use more devices. How many devices have you used to log in and play at the casino? Was access to your casino account on the mentioned phones password protected, or was the casino app protected from third-party access in some way? If needed for verification, do you now have access to all of the devices you have played from in the casino?
Dear Vulkan Vegas Casino,
I understand that your system has flagged the player's account as "suspicious," but were the casino accounts in question accessed from the same device on the same day? I understand that this is a rather unusual situation, but how can we help the player find the best solution for this situation?
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1 year ago
Hello all,
Pardon for the delay in reply.
It's indeed a tricky case, where multiple devices were used as well as same IP addresses. Anyhow, upon the thorough check, it's been decided to unblock the account. There will be no further issues whatsoever.
Apologies for the inconveniences caused.
Kind regards
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1 year ago
Translation
thanks.I will hold a staff meeting on Saturday.I will say they are not allowed to use company phones.For registration.Login and play in casinos.They can only play on their mobile phones.Thanks.
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1 year ago
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I understand that the account will be unlocked with the remaining balance?
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1 year ago
Thank you, Vulkan Vegas Casino for your fair approach.
Dear ROZALIA1,
To avoid situations like this in the future I kindly advise you to use only your own, private devices to access and play in any casino and to make sure you only have 1 casino account.
From what I see now this situation appears to be solved, can we consider your complaint to be resolved?
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1 year ago
so the case resolved positively.The account is active again.Thank you again.
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1 year ago
Dear ROZALIA1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
I would like to thank both parties for their cooperation, and please do not 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,
Michal
Casino.Guru
