Vulkan Vegas Casino - La cuenta del jugador está bloqueada debido a supuestas cuentas múltiples.

I created a user on 12/08/2023.

I deposited money and got a welcome bonus, I deposited more money and lost it.

The next day (i.e. 13/08/2023) I deposit money twice, which I also lose.

Then I want to play again on 20/08/2023, but can't log in, apparently because I'm using a wrong code.

I press the "forgot password" button and enter my e-mail address, which is: e*****@gmail.com.

I get a link sent via my email. But still can't log in, so I create the account again, with the same email address and it looks like I haven't played before and get offered the welcome bonus again.

This naturally surprises me and I do not accept any bonuses or free spins, as it must be a mistake.

I deposit money again and lose it.

Then I log in again on 22/08/2023, deposit money and win some.

I find out that I have to have my information approved, so I take pictures of everything that they require and can see that they get a status called "Approved".

I continue to play and yesterday 25/08/2023 I was suddenly logged out.

I think it is the connection that is bad, but then cannot log in again, but get the message that "This user is blocked!".

I ask online support for help and they tell me that I have created 2 accounts with them and that it is against the rules.

I reply that I didn't know I had 2 accounts, because I had then used the same e-mail address. Online support replies that I have used 2 addresses, but does not tell me what the other email address is.

On the same day, 25/08/2023, their customer service sends an email stating that they have blocked my account and that they would like to open it again if we agree that they will cancel my balance.

I have approx. DKK 27,500.00 left and they will definitely not take that away from me, because I have done nothing wrong. When they offer to open it again, Vulkan Vegas knows I'm not trying to cheat them.

I feel they are behaving like this because I have won a larger amount that they want to avoid paying.

I have the following arguments that prove that I did not want to cheat and do not know anything about 2 accounts:

1). I am asking for a new password for my account sent to my email: "e*****@gmail.com" as I want to log in on 20.08.2023, why should I do that if it was someone else account and email I had created an account in?

2). How can I possibly get a reset link sent to "e*****@gmail.com" if that email address was not created in their system?

3). I only created what Vulkan Vegas calls account number 2 when the sent link for resetting the password doesn't work.

4). After all, I have not accepted the welcome bonus more than once, which would otherwise be the purpose if you create several accounts.

5). All payments to my account have been made from the same account and with the same VISA card. How can they accept the payments if it is for 2 accounts, since the card is linked to my gaming account.

6). Vulkan Vegas should send a link where you proved that you entered the correct email address so you can see everything is okay.

Because if I now e.g. made a typo when I created my account, so maybe that's why they think I've used 2 email addresses, but how can I get the link sent to the correct email address?

I have bank statements which show that my 4 payments come from the same VISA card, I have a copy of the link I sent to reset the password.

I have already argued to Vulkan Vegas that they must then be able to see that I do not know about 2 accounts and that I have done everything I thought was right.

Vulkan Vegas offers to reopen my account if they can keep my winnings, even though they can CLEARLY see that I wasn't trying to cheat them.

That money is a large amount for me and I of course want it paid out, so I hope you can help me get Vulkan Vegas to behave fairly 🙏🏼.

I think my username at the casino is my email address, but I can't log in and look.

Jeg oprettede en bruger d. 12.08.2023. 

Jeg indsatte penge og fik en velkomstbonus, jeg indsatte flere penge og tabte dem.

Dagen efter (altså d. 13.08.2023) indsætter jeg penge 2 gange, som jeg også taber.

Så vil jeg spille igen d. 20.08.2023, men kan ikke logge på, tilsyneladende pga. at jeg bruger en forkert kode.

Jeg trykker på knappen "glemt kodeord" og indtaster min e-mailadresse som er: e*****@gmail.com.

Jeg får et link tilsendt via min mail. Men kan stadig ikke logge ind, så opretter jeg kontoen igen, med samme e-mailadresse og det ser ud som at jeg ikke har spillet før og får tilbudt velkomstbonus igen.

Det undrer mig selvfølgelig og jeg tager ikke imod nogle bonusser eller freespins, da det jo må være en fejl.

Jeg indsætter igen penge og taber dem.

Så logger jeg på igen d. 22.08.2023, indsætter penge og vinder nogle.

Jeg finder ud af at jeg skal have godkendt mine oplysninger, så tager billeder af alt det som de kræver og kan se at de får en status der hedder "Approved".

Jeg spiller videre og bliver i går d. 25.08.2023 pludselig logget af. 

Jeg tror det er forbindelsen der er dårlig, men kan så ikke logge på igen, men får beskeden at "This user is blocked!".

Jeg spørger online support om hjælp og de fortæller mig, at jeg har oprettet 2 konti hos dem og at det er at overtræde reglerne.

Jeg svarer at jeg ikke vidste, jeg havde 2 konti, for havde da brugt samme e-mailadresse. Online support svarer at jeg har brugt 2 adresser, men oplyser mig ikke hvad den anden e-mailadresse er.

Samme dag d. 25.08.2023 sender deres kundeservice en mail om at de har blokeret min konto og at de godt vil åbne den igen, hvis vi er enige om at de annullerer min balance.

Jeg har ca 27.500,00 kr. stående og dem skal de bestemt ikke tage fra mig, for jeg har ikke gjort noget forkert. Når de tilbyder at åbne den igen, så ved Vulkan Vegas vel godt, at jeg ikke har prøvet at snyde dem.

Jeg føler de opfører sig sådan her, fordi jeg har vundet et større beløb, de vil slippe for at betale.

Jeg har følgende argumenter som beviser at jeg ikke har ville snyde og ikke kender noget til 2 konti:

1). Jeg beder om et nyt kodeord til min konto tilsendt til min e-mail: "e*****@gmail.com" da jeg vil logge på d. 20.08.2023, hvorfor skulle jeg gøre det, hvis det var en anden konto og e-mail jeg havde oprettet konto i?

2). Hvordan kan jeg overhovedet få et link til nulstilling tilsendt til "e*****@gmail.com", hvis den mailadresse ikke var oprettet i deres system?

3). Det Vulkan Vegas kalder konto nummer 2 opretter jeg jo først da det tilsendte link til kodeordsnulstilling ikke virker.

4). Jeg har jo ikke taget imod velkomstbonus mere end 1 gang, hvilket vel ellers skulle være formålet, hvis man opretter flere konti.

5). Alle indbetalinger til min konto, er sket fra samme konto og med det samme VISA kort. Hvordan kan de acceptere de indbetalinger hvis det er til 2 konti, da kortet vel er tilknyttet min spilkonto.

6). Vulkan Vegas burde tilsende et link, hvor man beviste, at man har indtastet den rigtige e-mailadresse, så man kan se alt er okay. 

For hvis jeg nu f.eks. har lavet en stavefejl, da jeg oprettede min konto, så kan det vel være årsagen til, at de mener at jeg har brugt 2 e-mailadresser, men hvordan kan jeg så få det link tilsendt på den rigtige e-mailadresse?

Jeg har kontoudskrifter som viser, at mine 4 indbetalinger kommer fra samme VISA kort, jeg har en kopi af mit tilsendte link til nulstilling af kodeordet.

Jeg har allerede argumenteret overfor Vulkan Vegas, at de da må kunne se, at jeg ikke kender til 2 konti og at jeg har gjort alt hvad jeg troede var rigtigt.

Vulkan Vegas tilbyder at åbne min konto igen, hvis de må beholde min gevinst, selv om de TYDELIGT kan se, at jeg ikke har prøvet at snyde dem.

De penge er et stort beløb for mig og jeg vil selvfølgelig have dem udbetalt, så jeg håber at I kan hjælpe mig med at få Vulkan Vegas til at opføre sig fair🙏🏼.

Jeg tror mit brugernavn på kasinoet er min e-mailadresse, men kan jo ikke logge på og se efter.

Dear endorfinen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain what action have you taken toward the welcome bonus on your 'second' account? Have you canceled the bonus or asked casino support to cancel it?

If you have any correspondence with the casino saved regarding the issue, could you please send it to me at tomas@casino.guru ?

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

Best regards,

Tomas

Hi Thomas

I have asked Vulkan Vegas for which email address the other account was created and got an answer.

The email address they write is actually also one I have, which I don't use.

I cannot understand that the first account created was created with that email address, but I must have done that (d. 12.08.2023).

But I was sure that I had used the same one that I always use and then became completely sure of this when I was sent the link to create a new code, because you cannot restore a code if you do not have an active account.

Since the new code didn't work either, I pressed create account, with the email address for which I had asked for a new password and which I was sure was the same email as used the first time.

If I had just had money in the account, I would have reacted to the fact that it had disappeared, but it wasn't there...where I could see the mistake was that all the bonuses and free spins were there again. But since I had already accepted them, I knew it must be a mistake and just left them alone, i.e. did not activate them.

I could figure out that some mistake had happened, but I had no idea that I had another account. Shouldn't I have been told that the email address was not registered in their system when I asked for a new code? Because when I received the link, I was completely convinced that it was the right account.

After all, I also always pay from the same card, which probably shows that I didn't know there were 2 accounts.

I have the emails sent and also the screenshot of the messages from online customer service, with the dialogue we had right after they blocked my account.

In the dialogue, I am told that I have created 2 accounts, to which you can see that I reply, "yes, but I used the same email address" because I knew very well that I had pressed create twice, but was sure that I restored my account….not that I made a new one.

What would be the purpose of creating an additional account, apart from getting new freespins/bonuses? And I didn't accept them, which probably shows that I didn't want to cheat anyone.

Yes, as I have said a few times, I was 100% sure that it was the right email, since I received that link on that email address 🤷🏼‍♂️.

I send the dialog, should I attach it as images or how do I send it to you?

Sincerely

Thor

Hej Tomas

Jeg har spurgt Vulkan Vegas til hvilken mailadresse den anden konto var oprettet i og fået et svar.

Den mailadresse de skriver er rent faktisk også en jeg har, som jeg ikke bruger.

Jeg kan ikke forstå, at den første oprettede konto er oprettet med den mailadresse, men det må jeg jo have gjort (d. 12.08.2023).

Men jeg var sikker på, at jeg havde brugt den samme som jeg altid bruger og blev da helt sikker på dette, da jeg fik tilsendt det link til, at oprette en ny kode, for man kan jo da ikke genoprette en kode, hvis man ikke har en aktiv konto.

Da den nye kode heller ikke virkede, trykkede jeg opret konto, med den e-mailadresse som jeg havde bedt om ny adgangskode til og som jeg var sikker på, var samme mail som brugt første gang.

Havde jeg nu bare haft penge på kontoen, så ville jeg have reageret, over at de var forsvundet, men det var der jo ikke….der hvor jeg kunne se fejlen, var på at alle bonusser og freespins var der igen. Men da jeg jo allerede havde taget imod dem, vidste jeg at det måtte være en fejl og lod dem bare være, altså aktiverede dem ikke.

Jeg kunne godt regne ud, at der var sket en eller anden fejl, men havde ingen ide om at jeg havde en anden konto. Burde jeg ikke have fået besked om at mailadressen ikke var registreret i deres system, da jeg bad om en ny kode? For da jeg modtog linket, var jeg da helt overbevist om, at det var den rigtige konto.

Jeg indbetaler jo også alle gange fra samme kort, hvilket vel viser, at jeg ikke vidste at der var 2 konti.

Jeg har de tilsendte mails og også screenshot af beskederne fra online kundeservice, med den dialog vi havde, lige efter at de blokerede min konto.

I dialogen får jeg af vide, at jeg har oprettet 2 konti, hvortil du kan se at jeg svarer, " ja men jeg brugte jo samme mailadresse" for jeg vidste godt at jeg havde trykket på opret 2 gange, men var sikker på at jeg genoprettede min konto….ikke at jeg lavede en ny.

Hvad skulle formålet være med at oprette en ekstra konto, udover at få nye freespins/bonusser? Og dem tog jeg jo ikke imod, hvilket vel viser, at jeg ikke ville snyde nogen.

Ja som jeg har sagt nogle gange, så var jeg jo 100% sikker på, at det var den rigtige mail, da jeg jo modtog det link på dén e-mailadresse🤷🏼‍♂️.

Jeg sender dialogen, skal jeg vedhæfte den som billeder, eller hvordan sender jeg den til dig?

Venlig hilsen

Thor

Hi Thomas

I have asked Vulkan Vegas for which email address the other account was created and got an answer.

The email address they write is actually also one I have, which I don't use.

I cannot understand that the first account created was created with that email address, but I must have done that (d. 12.08.2023).

But I was sure that I had used the same one that I always use and then became completely sure of this when I was sent the link to create a new code, because you cannot restore a code if you do not have an active account.

Since the new code didn't work either, I pressed create account, with the email address for which I had asked for a new password and which I was sure was the same email as used the first time.

If I had just had money in the account, I would have reacted to the fact that it had disappeared, but it wasn't there...where I could see the mistake was that all the bonuses and free spins were there again. But since I had already accepted them, I knew it must be a mistake and just left them alone, i.e. did not activate them.

I could figure out that some mistake had happened, but I had no idea that I had another account. Shouldn't I have been told that the email address was not registered in their system when I asked for a new code? Because when I received the link, I was completely convinced that it was the right account.

After all, I also always pay from the same card, which probably shows that I didn't know there were 2 accounts.

I have the emails sent and also the screenshot of the messages from online customer service, with the dialogue we had right after they blocked my account.

In the dialogue, I am told that I have created 2 accounts, to which you can see that I reply, "yes, but I used the same email address" because I knew very well that I had pressed create twice, but was sure that I restored my account….not that I made a new one.

What would be the purpose of creating an additional account, apart from getting new freespins/bonuses? And I didn't accept them, which probably shows that I didn't want to cheat anyone.

Yes, as I have said a few times, I was 100% sure that it was the right email, since I received that link on that email address 🤷🏼‍♂️.

I send the dialogue.

Hej Tomas

Jeg har spurgt Vulkan Vegas til hvilken mailadresse den anden konto var oprettet i og fået et svar.

Den mailadresse de skriver er rent faktisk også en jeg har, som jeg ikke bruger.

Jeg kan ikke forstå, at den første oprettede konto er oprettet med den mailadresse, men det må jeg jo have gjort (d. 12.08.2023).

Men jeg var sikker på, at jeg havde brugt den samme som jeg altid bruger og blev da helt sikker på dette, da jeg fik tilsendt det link til, at oprette en ny kode, for man kan jo da ikke genoprette en kode, hvis man ikke har en aktiv konto.

Da den nye kode heller ikke virkede, trykkede jeg opret konto, med den e-mailadresse som jeg havde bedt om ny adgangskode til og som jeg var sikker på, var samme mail som brugt første gang.

Havde jeg nu bare haft penge på kontoen, så ville jeg have reageret, over at de var forsvundet, men det var der jo ikke….der hvor jeg kunne se fejlen, var på at alle bonusser og freespins var der igen. Men da jeg jo allerede havde taget imod dem, vidste jeg at det måtte være en fejl og lod dem bare være, altså aktiverede dem ikke.

Jeg kunne godt regne ud, at der var sket en eller anden fejl, men havde ingen ide om at jeg havde en anden konto. Burde jeg ikke have fået besked om at mailadressen ikke var registreret i deres system, da jeg bad om en ny kode? For da jeg modtog linket, var jeg da helt overbevist om, at det var den rigtige konto.

Jeg indbetaler jo også alle gange fra samme kort, hvilket vel viser, at jeg ikke vidste at der var 2 konti.

Jeg har de tilsendte mails og også screenshot af beskederne fra online kundeservice, med den dialog vi havde, lige efter at de blokerede min konto.

I dialogen får jeg af vide, at jeg har oprettet 2 konti, hvortil du kan se at jeg svarer, " ja men jeg brugte jo samme mailadresse" for jeg vidste godt at jeg havde trykket på opret 2 gange, men var sikker på at jeg genoprettede min konto….ikke at jeg lavede en ny.

Hvad skulle formålet være med at oprette en ekstra konto, udover at få nye freespins/bonusser? Og dem tog jeg jo ikke imod, hvilket vel viser, at jeg ikke ville snyde nogen.

Ja som jeg har sagt nogle gange, så var jeg jo 100% sikker på, at det var den rigtige mail, da jeg jo modtog det link på dén e-mailadresse🤷🏼‍♂️.

Jeg sender dialogen.

I don't know if it's Vulkan Vegas I'm answering now🤔

But yes, it is my card, the card you are asking about.

Jeg ved ikke om det er Vulkan Vegas jeg svarer nu🤔

Men ja det er mit kort, det kort I spørger om.

Since I own both email addresses, I also do not claim that I did not use the wrong email when I created my account.

But since it was a mistake, because I don't use that email.

So when I want to log in again, I am sure that I have created my account in the email address that I always use.

As I cannot log in, I will be sent a new password, which will be sent to the email address that I THINK my account was created in. The fact that I get that link sent to THAT e-mail address confirms to me that it IS THAT MAIL that my account was created with.

And THEREFORE I press create account, with the same email address.

I guess Vulkan Vegas has rules, so as not to be cheated by users... and they can clearly see that I haven't tried to cheat.

In fact, on the contrary, they helped me make this mistake by confirming my belief that I had created my account in the same email address that I always use.

I have NEVER before tried to get a link to reset my password sent to an address that was not created in the current system.

The rule of 2 accounts is designed not to offer all benefits, such as welcome bonus and freespins to the same user several times....

And I did NOT take advantage of the offers the second time, as this must have been a mistake as I thought I only had one account!

I hope this makes sense

Da jeg ejer begge mailadresser, påstår jeg jo heller ikke at, jeg ikke har brugt en forkert mail da jeg oprettede min konto.

Men da det var en fejl, for jeg bruger ikke den mail.

Så da jeg vil logge på igen, er jeg sikker på at jeg har oprettet min konto i den mailadresse som jeg altid bruger.

Da jeg ikke kan logge ind, får jeg tilsendt en ny adgangskode, som jeg får tilsendt til den mailadresse, som jeg TROR min konto er oprettet i . At jeg får det link tilsendt DEN mailadresse, bekræfter mig i, at det ER DEN MAIL, at min konto er oprettet med.

Og DERFOR trykker jeg opret konto, med samme mailadresse.

Vulkan Vegas har vel regler, for ikke at blive snydt af brugere….og de kan jo tydeligt se, at jeg ikke har prøvet på at snyde.

Faktisk har de tværtimod selv været med til, at jeg lavede denne fejl, ved at bekræfte min tro på, at jeg havde oprettet min konto i samme mailadresse, som jeg altid bruger.

Jeg har ALDRIG før prøvet, at få et link til nulstilling af min adgangskode tilsendt, til en adresse som ikke var oprettet i det aktuelle system.

Reglen om 2 konti, er jo lavet for ikke at tilbyde alle fordele, som velkomstbonus og freespins til samme bruger flere gange….

Og jeg har jo IKKE benyttet mig af tilbuddene anden gang, da dette måtte være en fejl, da jeg kun troede jeg havde én konto!

Jeg håber at dette giver mening

Dear endorfinen

Thank you for clarifications. We've checked the logs, can you please let us know which account you'd like to continue using?

Regards

Hello endorfinen

You may now continue using the account.

Kind regards

Thank you for that 🙏🏼

Tak for det🙏🏼

Thanks to both parties for reaching a positive outcome.

Dear endorfinen,

Please let me know if we may consider the issue resolved, or if you need assistance with anything else.

I'll await your reply.

Hi Thomas

Yes, my account has been opened again and I'm glad it worked out🏆

Many thanks for the help 🙏🏼💪🏻

Hej Tomas

Ja min konto er åbnet igen og jeg er glad for, at det løste sig🏆

Mange tak for hjælpen🙏🏼💪🏻

Dear endorfinen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Vulkan Vegas Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru