Vulkan Vegas Casino - The player's account got closed.

Det drejer sig om den konto som jeg beskriver med email,jeg kan ikke længere komme ind på kontoen hvis jeg prøver login siger den at login ikke eksisterer jeg har modtaget utallige mails på denne postadresse og vedhæfter mit forsøg på recover mit password men trykker man på link siger vulcan at login ikke eksisterer??????????? her er linket

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Hello allanraben28,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegas Casino Vulcan. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What is the dispute amount based on? Did you have any remaining balance on your casino account when it got closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Jeg har ikke fået at vide at den er lukket. Jeg spillede på d3n i sidste uge.og der stod 51000 på den da jeg pludselig ikke kunne komme ind på den.jeg er ved st få kyc .sidst jeg talte med support er for ca20bdage siden

jeg vil egentlig bare kunne få adgang til min konto

det er 51000 og ikke 510000 kr det drejer sig om

Thank you allanraben28 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, allanraben28,

From now on, I will assist you with the case. However, before I invite the casino to the thread, I would like to clarify some things regarding the casino.

You mentioned "vulcan" in your first post, but in the email from the casino "Vulkan Vegas" is stated, and it is a significant difference. You submitted your complaint to Vegas Casino Vulcan.

Are you please sure that you submitted the complaint with the correct casino? Can you send me a link to the casino where you registered?

Online Casino — Play Casino Games for Real Money | Vulkan Vegas

her er linket mvh allan

Alright, I checked it, and I updated the complaint to the correct casino.

Now I would like to invite Vulkan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino Team,

Could you please look at the player's issue and provide us with an explanation in more detail? What happened there, and what is your suggestion to solve it?

Thank you in advance for providing the information.

Hello everyone,

We were also unable to find the account via the provided e-mail (allan.r**en0e@gmail.com)

Instead, we were able to find multiple accounts of the player:

All of them are blocked due to gambling addiction.

Also, we confirm, that none of them contain and real money balance.

Regards

de siger at kontoen ikke eksisterer hvorfor sender de så mails tilden mailadresse se mit link til recovery af password, de kender tilsyneladende login da det er mailadressen

Dear allanraben28

The player with the login "allan***en0@mail.com" does not exist.

Kind regards

Dear allanraben28

Thank you for bringing up another account - alla****ben0gmail.com (which was not previously mentioned).

Finally, we've been able to identify your account, that was registered 10.01.2023 18:05:14 (UTC)

Can you kindly explain why you (having a gambling addiction) opened up a new account, used the welcome offers, etc? Has any of the casino personnel given you a permission to open a new account?

Thank you for your clarifications!

Regards

jeg har ikke nogen god forklaring,jeg bliver grebet af en kæmpe lyst til at spille, jeg har endelig fundet en løsning på mit problem ,en app som låser mig fra spilsider ,og når denne tvist er overstået har jeg tænkt mig at bruge den som hjælp,det gør mig dog ikke mindre intresseret i spil,det skulle gruppeterapi gerne hjælpe på, som jeg får gennem center for ludomani ,tak for jeres insats mvh AAllan

er min kyc godkendt ,og vil jeg få mulighed for at hæve beløbet fra min konto?

Dear allanraben28

According to T&Cs:

"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 as well as the Main account may be immediately closed.."

Since you've opened multiple accounts without the permission, and the winning came from a bonus, we are afraid the maximum we can do - is to refund your deposit on a disputed account.

Kind regards

måske skulle man advare ,når man opretter flere konti,jeg har ivrigt fortalt dette til een i kundeservice i februar måned han sagde at han måtte fortælle dette til ledelsen som skulle rtage stilling til min konto,men den blev lukket inden jeg fik svar. hvis det var derfor den blev lukket,så skulle man ikke have åbnet den igen ,der er vist fejl på begge sider af denne sag,

Thank you both for your replies and the information provided.

Dear Vulkan Vegas Casino Team,

Can you please provide me with the personal details filled in upon registration of all the connected accounts? Did the player bypass any casino's system/software restrictions while registering the duplicate accounts?

Hello Branislav,

The e-mail was just sent.

Best regards

Greetings all,

I am sorry for the delay.

Dear Vulkan Vegas Casino team,

Thank you for your email and the details provided. Could you please look at my last email and reply?

Dear allanraben28,

In the meantime, I would like to ask you a few more questions.

From the provided data, it is clear you had at least 3 accounts in Vulkan Vegas Casino and breached the casino's terms and conditions several times - multiple accounts and bonus abuse. I also see you altered some of your personal data upon registration of your second and third accounts, or you filled them in differently. However, your first account was closed due to gambling addiction, and as you yourself stated, it seems the mistakes were on both sides.

Do you please remember how much you deposited to the casino with this account? What would you say about a compromise/solution in the form of refunding your deposits and account closure?

Jeg husker desværre ikke hvor meget jeg harindbetalt , men iflge mine bankudskrifter har jeg brugt 225 eur i den periode på spil men det er ikke muligt at se hvilket kasino de er indbetalt til da de bruger forskellige modtagere af indskud. jeg har ikke bevist ændret mine intasninger til casino sider ,hvis vi skal indgå forlig så vil vulcan kun tilbagebetale mit indskud er det rigtigt forstået,hvis i mener det erdet mest rimelige såmå vi gøre det, jeg har bare svært vedat forstå hvorfor de skal score min gevinst i det fulde beløb

Dear allanraben28,

If we look at the case objectively - the main issues are multiple accounts and bonus abuse. However, even if the casino restricted you from creating another/duplicate account (since your first account was blocked due to gambling addiction), which you prevented by using altered personal details in duplicate accounts, you used the same welcome bonus offer which you were not eligible for because you already claimed it on your previous account(s). Only 1 welcome bonus offer is allowed per player. It is a common rule in online casinos, and it was breached too. Thus, a compromise would be to refund your deposits that were allegedly something around DKK500, and it is possible only thanks to the nature of the block on your first account.

Are you please able and willing to accept such a solution - a refund of your deposits?

Jeg acepterer naturligvis afgørelsen , men jeg ved stadig ikke hvilke oplysninger jeg skulle have ændret?jeg bruger google autoudfyld så mine oplysninger er ens hver gang.

Dear allanraben28,

The casino requires email as the first personal detail upon registration. If you used the same email, as you claim, you would not have been allowed to create a second account, but you created 3 accounts. I see that 3 different email addresses were used. It is possible to add other personal data later. In addition, there are 3 different phone numbers - the first account was created with a phone number without a country code, the second one does not have a phone number filled in at all, and the third account includes an entire phone number - with a country code.

I sincerely hope this explanation is enough for you. You are not entitled to the winnings obtained from the abused bonus offer.

In the meantime, I received an email from the casino representative that your account has been restored, and gambling limits have been set. Now, you should be able to request a withdrawal.

Can you please check your casino account and confirm your deposits are available in your balance? Can you please request a withdrawal and inform us about the progress?

Looking forward to hearing from you.

hej alt er gået som duforudsagde ,jeg har fået 500 kr tilbage i indskud og selvom jeg syntes casinoet kunne have givet mig ,mindst, en del af min gevinst ,idet jeg gav dem ikke een men to muligheder for at lukke min konto,så skal i have tak for jeres indsats mvh Allan Raben

Thank you, allanraben28, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your deposits were restored. I sincerely believe the situation around multiple accounts use (bypassing the casino's system restrictions to create other accounts) and bonus abuse was explained sufficiently in my previous posts above. Unfortunately, you are not entitled to the winnings obtained in this way.

As the issue is considered resolved, I will now mark your complaint as 'resolved' in our system and update the disputed amount to DKK500. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Vulkan Vegas Casino team, for your cooperation.

Best regards,

Branislav, Casino.guru