The player's account got blocked for multi-accounting. The complaint was resolved as the player received his remaining balance from his account.
Vulkan Vegas Casino - The player's account got blocked.
Amount: €850
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello everyone,
I opened a new account on VulkanVegas on 02/23/23.
I deposited €50 and chose no bonus.
Then I was able to play my way up to €850.
When I then made a withdrawal request, documents for verification were requested as usual.
I complied. Then you suddenly wanted a different document every day.
When I uploaded various documents four days in a row, my account was suddenly blocked.
When I asked support , I was told that there was another account in my name and the account was then blocked.
But I can assure you that I have never opened an account there before.
Finally I asked how the account was verified and if the transactions matched my account details from the current account.
I was then told that no transaction and no verification took place.
Nevertheless, I wanted proof of the existence of this account and pointed out that anyone could give any name when registering and that can not be legal without proof to conclude that it really is the person. And that I might have to go to the police if someone stole my data. I was then turned away and received no response.
In my opinion, this ominous account does not exist.
It doesn't make any sense at all, because if there were no transactions and verification and I didn't choose a bonus this time either, what advantage should I have gained from it?
It stinks to high heaven and I'm sure I didn't do anything wrong.
I'm really getting desperate and sad. thank you for your help
Thank you very much
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1 year ago
Hello Mikesch,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Since when is your account closed? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Hello Mikesch
Can you please kindly let us know who the following accounts belong to:
richie***sflitschi@gmx.de
richie***sflitschi@web.de
The reason we are asking, is because both of the accounts are registered with the same personal data, both activated bonuses, both played from Huawei Mate 10 Pro.
Thank you for cooperation!
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1 year ago
Translation
Good morning,
First of all thank you for your help.
Unfortunately I can't say anything about that at all. I don't know the email address or the device.
If a bonus was used there, you have to be able to find out who owns the account by making a deposit, right?
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1 year ago
Dear Mikesch
All the accounts contain your personal data, all used Huawei Mate 10 Pro. You activated no-deposit bonuses at the accounts mentioned above. Even the IP address is the same.
Can you please clarify why you were opening new accounts?
Regards
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1 year ago
Translation
I have no explanation for that. What sense does that make? I don't get any benefit from it.
I always play without a bonus and always try to stick to all terms and conditions.
I first became aware of your site last week through a recommendation from a streamer
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1 year ago
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Furthermore, the support told me that you could unlock my account and delete the other account if you set my balance to 0. Of course I didn't agree to that. Very strange
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1 year ago
Hello Mikesch,
Can you please clarify whether those 2 accounts are yours?
Also dear Vulkan Vegas, can you send a proof to nikolas.b@casino.guru that those 2 accounts belongs to this player and that he used bonuses on both?
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1 year ago
Translation
As I said, I don't know. To be honest, I don't understand, if that's the case, why Vulkan isn't just accommodating, since obviously no transactions took place there and it seems technically possible to delete these accounts. There was no benefit obtained in the form of deposit bonuses.
I would have simply taken this account if I already had one there consciously.
When were these accounts opened?
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1 year ago
Translation
Why would it have been possible to restore the account and delete everyone else if I had agreed to have the balance reset to 0?
That is inculcated arbitrariness. I don't understand why a reputable casino behaves like this
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1 year ago
Hello Mikesch,
As you have breached the casino terms by creating multiple account, they have right to close your accounts and void any remaining balance on them.
If you wish to continue playing there, they gave you a chance to do it by resetting the account and the balance.
It is entirely up to you whether you accept it or not, from our point of view, the complaint will be closed due the breach of their terms.
Is there anything else we can assist you with?
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1 year ago
Translation
Of course I will not continue to give my money to this insulting casino.
Neither a cent was paid into the accounts nor paid out.
I find it wrong and unfair. But okay, if that's tolerated, I can't do anything.
But of course I would like to get my deposit of 50 euros back.
I hope at least here for a quick solution!
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