Vulkan Vegas Casino - La cuenta del jugador ha sido bloqueada.

My account has been permanently blocked simply because they think I have two accounts.

The fact is that my wife uses the service too.

They blocked my account without making my payment, I demand my money.

I do not recommend this Casino, they do not pay anyone and do not respect users.

ZERO grade

Minha conta foi bloqueada de forma permanente simplesmente por eles julgarem que tenho duas contas.

O fato é que minha esposa utiliza o serviço também.

Bloquearam minha conta sem fazer meu pagamento, exijo meu dinheiro.

Não recomendo esse Cassino, não pagam ninguém e não respeitam os usuários.

Nota ZERO

Dear marceloolliv,

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 understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear marceloolliv

Can you please let us know if:

a) Both you and your wife used a no-deposit bonus?

b) Did you activate and play the bonus from the same device?

c) Have you read the bonus T&Cs prior to registering and activating the offer?

Thank you in advance!

Kind regards

Hello,

a) Yes, we use no deposit bonus, but only I got winnings and in addition to the bonus I made a deposit too.

b) We do not use the same device to play, what happens is that in small cities in the interior of Brazil IPv4 is still used to connect to the Internet, and small providers share a single valid IP for several users, and that was the reason of having the same IP, she just registered with my e-mail for not remembering the access of some of her e-mails.

c) I have read and fulfilled everything that is there.

d) I demand my money and more respect from the players

Olá,

a) Sim, utilizamos bônus sem deposito, porém só eu consegui ganhos e além do bônus fiz deposito também.

b) Não utilizamos o mesmo aparelho para jogar, o que acontece é que nas pequenas cidades do interior do Brasil ainda se utiliza IPv4 para se conectar a Internet, e os pequenos provedores dividem um único IP válido para vários usuários, e esse foi o motivo de termos o mesmo IP, ela apenas se registrou com o meu e-mail por não se lembrar o acesso de algum e-mail dela.

c) Li e cumpri tudo que está lá.

d) Exijo meu dinheiro e mais respeito com os jogadores

About CKY verification

I sent the documents and it was under analysis, but I've never seen such a lengthy analysis, it's absurd

Sobre a verificação CKY

Enviei os documentos e estava em análise, porém nunca vi uma análise tão demorada, chega a ser absurdo

Hello everyone,

Thank you very much Vulkan Vegas Casino for taking your time to investigate the issue.

marceloolliv, do I understand correctly that your account has not yet been verified? Could you please advise when exactly you sent your documents? Have you provided all the required documents?

Hello.

My account was not verified, they blocked it before verifying, accusing me of having more than one account.

I don't remember exactly the day I sent the documents, but I sent them all.

Olá.

Minha conta não foi verificada, bloquearam antes de verificar me acusando de ter mais de uma conta.

Não me recordo exatamente o dia que enviei os documentos, e sim enviei todos.

Thank you very much marceloolliv for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello marceloolliv,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.

Cases, where multiple accounts are suspected, should always be considered individually.

Under the circumstances that were presented to us up to this point, we believe both accounts should have the opportunity to complete the verification if there is a balance present, and the first account that was created and benefited from the no-deposit bonus should have the option to withdraw their winnings from it.

We would like to ask the casino representative to consider allowing marceloolliv to verify their account and if they were the first account created in this household to allow him to withdraw.

Hello, Tomas,

Please find our explanations below:

Player Id 34354307 (ma**elo.olliv@gmail.com)

Created At: 22.07.2022 03:58:45 (UTC)

Used a no-deposit bonus, accumulated winnings from it.

Device used: Samsung Galaxy Note 10+

Player Id 34394064 (Oliverdj***@gmail.com)

Created At: 23.07.2022 01:27:26 (UTC)

Used a no-deposit bonus, was unable to meet the wagering requirements.

Device used: Samsung Galaxy Note 10+

Same IP address.

The e-mail structure, device and IP address points out that both of the accounts were opened by one user and for one purpose only - obtaining the profit from no-deposit bonus, that clearly breaches the Bonus T&C of the Casino.

Kind regards

Absurdly illogical this, in addition to accumulating bonus earnings I made a deposit too.

The Casino simply blocked my account without even giving me the opportunity to withdraw what I am entitled to.

And as I said, one account is mine and the other is my wife's name Marjorie.

I do not recommend this Vulkan Vegas to anyone.

Absurdamente sem lógica isso, além de acumular ganhos com bônus eu fiz depósito também.

O Cassino simplesmente bloqueou minha conta sem nem me dar oportunidade de sacar o que eu tenho direito.

E como eu disse, uma conta é minha e outra de minha esposa de nome Marjorie.

Não recomendo este Vulkan Vegas para ninguém.

Hello all,

I appreciate the additional explanation from both parties. We understand the rules of multiple accounts are there to protect casinos from bonus abusers, but players' circumstances should be taken into consideration as well.

Vulkan Vegas Casino,

Could you comment on what happened with marceloolliv's deposit?

marceloolliv,

Could you explain whether your wife and you used different devices (mobile phones) to register and play in the casino? Did your wife create the account after the winnings from your account were already accumulated and wagered?

Hello Tomas.

First I registered with my account where I played immediately and got winnings, I made a deposit of R$ 50.00 to be able to withdraw my balance.

After all this, my wife asked me to make an account for her to try to play too, I created the account for her, but she made the games on her device.

As I explained before, we use IPv4 to connect to the Internet, and it is natural that in a small town in the interior of Brazil there are people using the same valid IP.

I have a balance of 752.00 at the Casino where I was not allowed to withdraw and my account was not even verified.

Olá Tomás.

Primeiro me registrei com minha conta onde já joguei imediatamente e obtive ganhos, fiz um depósito de R$ 50,00 para poder liberar o saque do meu saldo.

Após tudo isso, minha esposa pediu para que eu fizesse uma conta pra ela tentar jogar também, criei a conta pra ela, porém ela fez os jogos do dispositivo dela.

Como eu expliquei antes, utilizamos IPv4 para se conectar a Internet, e é natural que em uma cidade pequena do interior do Brasil tenham pessoas usando um mesmo IP válido.

Tenho 752,00 de saldo no Casino onde não me permitiram sacar e nem sequer verificaram minha conta.

Dear Vulkan Vegas Casino,

Has there been any development regarding the case?

Hello Tomas,

The actions by the player violate the Casino T&Cs:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.)."

We truly doubt that the wife holds the e-mail address of the husband, and the fact the registration and bonus activation was done via the husband's phone - point out to the only aim of the player - bonus abuse.

We insist the accounts must remain blocked.

Kind regards

Vulkan Vegas,

We understand you have to protect yourselves from bonus abusers.

The events described by marceloolliv warrant blocking of the second account, but we are of the opinion that it's fair to allow the first account to have the option to verify their identity and if no incorrect personal information was submitted and verification is successful, to allow the player to withdraw.

Marceloolliv claims the gameplay from the second account happened from a different device - that of his wife, and only after the first account accumulated the winnings, therefore we find it plausible there was no intention of abusing the bonus.

We would like to ask you to reconsider your position regarding the first account.

Dear Tomas,

Obviously, there is no trouble paying out the player 🙂 as well as verifying the account.

But for us (Casino operator) it is rather essential to understand, that you cherish the following bonus abuse scheme:

Player collects 30+ documents from the classmates (or from other people of the same village);

Registers 30+ accounts from his device and activates no-deposit bonus;

Only one account manages to meet the wagering requirement, makes a deposit to verify the account.

Should the Casino verify and withdraw the winning from the bonus?

Thank you!

Kind regards

Vulkan Vegas, are you accusing me of doing what you mentioned in your example?

Vulkan Vegas, você está me acusando de ter feito isso que você citou no seu exemplo?

Hello, marceloolliv,

No. It's just an example. The facts state that your device was used for registration and activation of the no-deposit bonus on both accounts, which is against the T&Cs of the Casino, which you agreed upon at registration. That's it.

Kind regards

Hello all,

we based our conclusion on the multiple circumstances presented.

Dear Vulkan Vegas,

If you find a case we would condone the situation from the example you describe, please call us out on it!

However, I don't think it's remotely the same situation as the case with marceloolliv.

We can discuss 'what ifs' elsewhere, where complainants are not affected.

Please let us know how you'll proceed with this case, as I am not entirely sure how to understand your comment on verifying the player. Much appreciated!

Hey Tomas,

There are two visions:

a) The vision of the casino - where we can clearly see that the same device was used for activating the no-dep bonus, same gameplay, etc

b) Your vision - where you can clearly see that the e-mail structure of "two players" are almost the same, different data entered, same bonuses used, only one wagered - and still Casino actions are not correct 🙂

We truly doubt that the wife holds the e-mail of the husband. I wouldn't do it, you wouldn't do it.

And the reason I asked re the example - is that we are eager to know and understand how we must react to these bonus abusers. You have a team of objective experts, we -do not.

Both accounts are now unlocked, the owner of the complaint may freely continue playing/withdraw funds as well as his wife.

Hope this satisfies.

Best regards

Hello all,

Just confirming that the withdrawal request has been approved by the Casino.

Have a nice one ahead!

Best regards

Hello all,

Thank you for the update,

marceloolliv,

Could you confirm your withdrawal was received?

Hello Tomas.

Yes, I confirm that I managed to withdraw.

Thank you so much for taking the time to resolve this situation, justice has been done.

Olá Tomás.

Sim, confirmo que consegui efetuar o saque.

Muito obrigado por dedicar seu tempo para resolver esta situação, justiça foi feita.

I am glad to hear that, marceloolliv! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.