Vulkan.bet Casino - La cuenta del jugador ha sido cerrada.

I had 5900 euros on withdrawal and they simply blocked me.. I didn't know that you can't create a second account. Help please???

На выводе у меня 5900евро была и меня заблокировали просто.. Я не знал что нельзя создавать второй акаунт. Помогите пожалуйста???

Dear timanurbekov93,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Vulkan.bet Casino and this is what I found:

5.5. You may only open a single account ("Main") at the Website. Any other account you open on the Website will be considered as the "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Main and Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any returns, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited from you and may be reclaimed by us, and any funds withdrawn from the Duplicate account shall be returned to us on demand.

Could you please specify when exactly you opened both of your accounts?

Have both of your accounts been active at the same time?

Why did you create a second account at the casino?

Have you passed the full KYC verification on any of your accounts?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I created the second account yesterday by accident for fun.. And then I played for a couple of hours and my accounts were blocked

Второй акаунт вчера создал случайно ради забавы.. И создался потом я поиграл пару часов и мои акаунты заблакированы

I haven't done the second verification account yet because a new one was created.

Второго акаунта верификации ещё не сделал так как был новый создан

And the first account verification was all done

А первый акаунт верификации всё было сделано

Yes, the first account all checks were completed

Да первый акаунта все проверки были завершены

Several withdrawals were successful. 5900 were pending.

Несколько вывода были успешны. 5900 было на ожидании

If I knew that it would be like this, I would have just waited at least a month. Help me withdraw the money please???

Если бы знал что так будет я просто подождалбы хоть месяц.. Помогите вывести деньги пожалуйста???

Dear timanurbekov93,

Thank you for reaching out to us. Unfortunately, we are unable to assist with your complaint due to the fact that you had two active accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Veronika