Vulkan Vegas Casino - La cuenta del jugador fue bloqueada.

Good morning Casino Guru,

I would like to make a complaint about my account and my winnings.

The point is that VulkanVegas.com Casino blocked my account and funds for opening more than one account, which is true. The only problem is that before opening my current account, I asked the casino to delete my previous account. Also after that I deleted my previous Google account completely and was unable to log in from my previous account as I understand it. Why have I been deceived? Please explain this matter.

Dzień dobry Casino Guru,

Chciałbym zgłosić skargę dotyczącą mojego konta I moich wygranych.

A mianowicie chodzi o to, że kasyno VulkanVegas.com zablokowało mi konto i środki finansowe z powodu otwarcia więcej niż jednego konta, co jest prawdą. Tylko problem polega na tym, że przed otwarciem aktualnego konta, prosiłem kasyno aby usunęło moje poprzednie konto.Również po tym usunąłem całkowicie moje poprzednie konto Google I nie miałem możliwości zalogowania się z poprzedniego konta ,jak rozumiem. Dlaczego zostałem oszukany?Proszę o wyjaśnienie tej sprawy.

Dear ARKADIUSZM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

Could you please explain when exactly was your previous account closed? What was the reason for the closure of the previous account? When did you create a new account in the casino?

Thank you in advance for your reply.

Best regards,

Tomas

Good morning,

I don't remember the exact date when I closed my previous account, but I know it was around September, October 2020 due to family, personal issues. After deleting my casino account, I then completely canceled my Google account and therefore I am unable to log in, send, or reading messages from this previous Google account, and this was the reason for opening a new casino account. I was not aware that maybe I was doing something not in accordance with the casino regulations. I created a new casino account in January 2022.

Dzień dobry,

Dokładniej daty nie pamiętam kiedy zamknąłem poprzednie konto ale wiem,że było to w okolicach września, października 2020 roku z powodu spraw rodzinnych,osobistych.Po usunięciu konta w kasynie, następnie zlikwidowałem całkowicie moje konto Google i też dlatego nie mam możliwości zalogowania,wysyłania,czy odczytania wiadomości z tego poprzedniego konta Google ,i to był powód otworzenia nowego konta w kasynie.Ja nie byłem świadomy, że może robię coś nie zgodnie z regulaminem kasyna.Nowe konto w kasynie założyłem w styczniu 2022 roku.

Thanks to both parties for the reply.

ARKADIUSZM,

Did you benefit from welcome bonuses on your previously created accounts as well as your most recent account? Could you please explain if all 3 accounts belong to you?

Good morning Thomas,

In fact, I don't remember if I used the bonus on my previous account and I have no way to check it because the previous Gmail address has been deleted. Regarding my current account, I didn't use the welcome bonus. To be honest, I didn't create three accounts, I have no idea where the third account came from.

Dzień dobry Tomas,

Prawdę mówiąc, nie pamiętam czy skorzystałem z bonusu na poprzednim koncie i nie mam możliwości sprawdzenia tego, ponieważ poprzedni adres Gmail został usunięty. Odnośnie mojego aktualnego konta to nie skorzystałem z bonusu powitalnego.Szczerze mówiąc to nie zakładałem trzech kont, nie mam pojęcia skąd to trzecie konto.

Thank you very much, ARKADIUSZM, 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.  

Hello ARKADIUSZM,

I'm Michal and I have taken over your complaint. I have reviewed your case and although I will try to help you, there is not really much that can be done here. I understand your point that if your old casino and Google account were closed, you might think that you can open a new casino account, but unfortunately, this is not how it works. The best thing to do in this situation would be to check this first with the casino support. You have used your new email address when creating new accounts, so the casino system didn't recognize that an old account was already created at Vulkan Vegas Casino and this was only discovered during the verification that took place once you submitted a withdrawal request.

I will contact the casino to shed more light on this matter.

We would like to invite Vulkan Vegas Casino to join the conversation.

Dear Vulkan Vegas Casino,

As you have already mentioned above that you have detected more accounts with the same or very similar details, can you please forward me evidence that shows the detailed matches? when were the accounts created, when and which bonuses were claimed for all accounts, when and how were the accounts funded, and when was the last log-in for each account? Please forward all the evidence to me at michal.k@casino.guru

Hello Michal

The e-mail was sent.

Regards

Thank you for the email Vulkan Vegas Casino team.

Dear ARKADIUSZM,

We have received strong evidence from Vulkan Vegas Casino team that you have recently attempted to access all the above-mentioned accounts and previously bonuses were claimed in the accounts which forces us to believe the multiple accounts were opened intentionally.

We have to agree with the casino's decision in this case as you are allowed to have only one account opened as it's stated in the casino 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 "

5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions.

In order to avoid unpleasant situations like this in the future, the best thing to do is to check if you have already created an account at a particular casino with Casino Support. 

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. We are sorry that we were not able to help you in this case, but please do not hesitate to contact us in the future if you have any problems with this or any other casino and we will do our best to help you.

Best regards,

Michal