Vulkan Vegas Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hello. This story happened. On 06.02.25 I registered on the VulkanVegas website. I immediately filled in all the data and sent the documents (Passport, Selfie with passport and proof of address) for verification. On the same day I made my first deposit. Over the course of several days, I made two more deposits. I placed bets and played in the casino. On 09.02 I withdrew 2657 euros. On 11.02 I was unable to visit the website. The account was blocked. I did not receive any emails. I contacted chat support and received a response that I had previously had an account and that I had violated the casino rules. For this reason, my account was blocked forever. I clarified the email to which the first account was created. Indeed, I had such an email before. It was in 21-22. At that time, I lived in Ukraine. After the outbreak of hostilities in my city, my family and I had to flee and leave everything to avoid being occupied. I moved to another country. I lost access to my email and basically everything. That is, I basically forgot that I played in this casino. To my question, why wasn’t I blocked immediately after creating an account, or after the first deposit, or after viewing my documents? Why was I allowed to make three deposits? And I received a block only after I won and wanted to withdraw my winnings. I received an answer that this is a complicated process. That I received a block by the MAC address of my laptop and the IP address of my Internet provider. But this is not true. The laptop remained in Ukraine under occupation. I live in another country, I can’t have the same IP address of the Internet provider. I understand that I violated the rules of the casino. But the casino, for its part, did not act very correctly and professionally (considering my situation). I hope for your help in this matter. Thank you for your attention.

Здравствуйте. Случилась такая история. 06.02.25 зарегистрировался на сайте ВулканВегас. Сразу заполнил все данные и отправил документы (Паспорт, Селфи с паспортом и подтверждение адреса) для верификации. В этот же день сделал первый депозит. На протяжении нескольких дней было сделано еще два депозита. Делал ставки и играл в казино. 09.02 я поставил на вывод 2657 евро. 11.02 я не смог посетить сайт. Аккаунт заблокирован. На почту никаких писем я не получал. Обратился в чат-поддержку и получил ответ, что у меня ранее был аккаунт и я нарушил правила казино. По этой причине мой аккаунт заблокирован навсегда. Я уточнил почту на какую был создан первый аккаунт. Действительно, ранее у меня была такая почта. Это было в 21-22 году. На том момент я жил в Украине. После начала боевых действий в моем городе, мне и моей семье пришлось бежать и бросить все, чтобы не оказаться в оккупации. Я переехал в другую страну. Доступ к почте и в принципе ко всему у меня пропал. То есть, я в принципе забыл, что играл в этом казино. На мой вопрос, почему меня не заблокировали сразу же после создания аккаунта, или же после первого депозита, или же после просмотра моих документов? Почему мне разрешили сделать три депозита? А блокировку я получил только после того как выиграл и захотел вывести выигрыш. Я получил ответ, что это сложный процесс. Что блокировку я получил по мак-адресу моего ноутбука и по ип-адресу моего интернет провайдера. Но это не правда. Ноутбук остался в Украине в оккупации. Я живу в другой стране, не может у меня быть тот самый ип-адрес интернет провайдера. Я понимаю, что я нарушил правила казино. Но казино со своей стороны поступило не очень правильно и професионально (учитывая мою ситуацию). Надеюсь на вашу помощь в данном вопросе. Благодарю за внимание.

Dear Floohx,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve faced with your Vulkan Vegas account.

To help us understand the situation better and move forward with resolving the issue, could you kindly clarify the following:

• Have you received any follow-up communication, such as emails or messages, from the casino since the block?

Also, considering that the old account was not used for many years, it would be reasonable for the casino to reconsider their standpoint. Given your explanation of the circumstances and the time lapse since the account was last active, this should be taken into account in their decision-making process.

If you have any relevant communication from the casino (such as chat logs or emails), please forward it to my email address at petronela.k@casino.guru. This will allow us to investigate your complaint further and expedite the process.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I didn't receive any letters from the casino about the blocking. I found out about it when I couldn't log into my account. Unfortunately, I don't have any chat logs, I was communicating in a non-account.

Я не получал никаких писем от казино про блокировку. Об этом я узнал, когда не смог войти в аккаунт. К сожалению у меня нет журналов чата, я же общался в не аккаунта.

Let me clarify. I did not withdraw the money. My account with the money was blocked.

Уточняю. Я не вывел деньги. Мне заблокировали аккаунт з деньгами.

Greetings

We'd like to confirm, that the player indeed has two accounts at Vulkanvegas, both were active, the player used welcome bonuses at each of them and used different e-mail addresses. This violates the T&Cs.

Kind regards

We would like to confirm that the player does indeed have two accounts on Vulkanvegas, both were active, the player used welcome bonuses on both of them and used different email addresses. This is in violation of the Terms and Conditions.

So why didn't you block my account right after registration? I filled out the form and sent the documents. Why did you let me make THREE deposits? Why did I receive the block only when I put the money on withdrawal? Why did the chat employee tell me that I received the block by MAC address and IP address? This is impossible. Because I am in another country and do not have an old laptop. Can you answer my questions?

Мы хотели бы подтвердить, что у игрока действительно есть два аккаунта на Vulkanvegas, оба были активны, игрок использовал приветственные бонусы на каждом из них и использовал разные адреса электронной почты. Это нарушает Условия и положения.

Так почему вы не заблокировали мой аккаунт сразу после регистрации? Я заполнил анкету и отправил документы. Почему вы позволили мне сделать ТРИ депозита? Почему блок я получил только когда, поставил деньги на вывод? Почему сотрудник чата мне сказал, что блок я получил по мак-адресу и ип-адресу? Это невозможно. Потому что я в другой стране и не имею старого ноутбука. Вы можете дать ответы на мои вопросы?

Hi Floohx,

I appreciate the detailed explanation of your situation.

• Did you accumulate your winnings with or without an active bonus? This is important because bonus terms may have additional restrictions regarding multiple accounts.
• Is there any chance that both of your accounts were active at the same time? Even if you lost access to the old account, the casino might be considering this as a violation of their terms.

Thank you in advance for your reply and cooperation.

Hello. After VulkanVegas told me the email address to which the first account was created, I was able to restore access to this email. My first account was blocked several years ago. This was the casino's decision. Both accounts could not be active at the same time. Perhaps I accumulated part of the winnings with the help of a bonus. But the casino has a Sports section, where you can bet exclusively with your own money. I used most of my money for betting. All bets were winning.

Здравствуйте. После того как ВулканВегас озвучил мне почту на которую был создан первый аккаунт, я смог восстановить доступ к этой почте. Мой первый аккаунт был заблокирован несколько лет назад. Это было решение казино. Одновременно не могли быть активными оба аккаунта. Возможно часть выигрыша я накопил с помощью бонуса. Но в казино есть раздел Спорт, где можно ставить ставки исключительно на свои деньги. Большинство своих денег я использовал для ставок. Все ставки были выигрышные.

Hi Floohx,

Thank you for the clarification.

• Could you please confirm whether the first account was indeed closed by the casino, and if so, did you request permission to open a new account afterward?

Thank you for your cooperation, and I look forward to your reply.

I have already described the situation to you. I did not know about the existence of the first account. When I saw that my account was blocked, I contacted VulkanVegas support. The chat employee told me that I was blocked because of multiple accounts. And he wrote me the email address to which the first account was created. I recognized this email. This is really my email. But I have not used this email since I left Ukraine. When the war began in my city, I left my home. All my things, including my laptop, remained there. I restored access to the email after a VulkanVegas employee told me about it. And in the mail I saw a letter from VulkanVegas that my account was closed. This letter was sent several years ago. That is, VulkanVegas is lying that both accounts were active. I have not logged into the first account for more than three years. Result. I did not request permission to create an account. Because I did not know about the existence of the first account. I have already written to you about this. Thank you for your attention.

Я вам уже описал ситуацию. Я не знал, о существовании первого аккаунта. Когда я увидел, что мой аккаунт заблокирован, я обратился в поддержку ВулканВегас. Сотрудник чата мне сказал, что меня заблокировали по причине мультиаккаунтинга. И написал мне адрес почты на которую был создан первый аккаунт. Я узнал эту почту. Это действительно моя почта. Но я не пользовался этой почтой со времен когда покинул Украину. Когда в моем городе началась война я покинул свой дом. Все вещи, в том числе и ноутбук остались там. Я восстановил доступ к почте после того как мне о ней сказал сотрудник Вулкавегас. И на почте я увидел письмо от Вулканвегас о том, что мой аккаунт закрыт. Это письмо было отправлено несколько лет назад. То есть, Вулканвегас врет, что оба аккаунта были активны. На первый аккаунт я не заходил больше трех лет. Итог. Я не запрашивал разрешение на создание аккаунта. Потому что, я не знал о существовании первого аккаунта. Я об этом вам уже писал. Спасибо за внимание.

Thank you, Floohx, for your reply and explanation.

Dear Vulkan Vegas Casino Team,

Thank you for your response and for providing clarification on the matter.

• To further investigate the situation, could you please provide specific information on when both accounts were active and if they were active simultaneously?
• If both accounts were active at the same time, could you kindly forward supporting evidence to petronela.k@casino.guru?
• If, on the other hand, the accounts were not active simultaneously, we kindly ask if you could reconsider the situation in light of the unusual circumstances described by the player.

We appreciate your cooperation and look forward to your response.

Hi Floohx,

Thank you for your patience. Vulkan Vegas has provided an offer to resolve the situation, which you can see above. They’ve also been willing to work towards a fair solution, and I appreciate that.

Please let me know if you agree to the offer, and I will proceed accordingly.

Hello. It would be fair to return my money that I spent on deposits. And that would be the end of the dispute. The option that VulkanVegas offers is only beneficial to them. It is not fair.

Здравствуйте. Справедливо было бы, вернуть мне мои деньги которые я потратил на депозиты. И на этом завершить спор. Вариант, который предлагает ВулканВегас выгоден только им. Это не справедливо.

Dear Floohx

Thank you for the input.

We believe we can agree on the refund of deposits, minus admin fee (15%), meaning that you will be able to withdraw 994.57 EUR.

Please confirm if you agree. And we will proceed.

Regards

Okay. I confirm. I agree.

Хорошо. Подтверждаю. Я согласен.

Dear Floohx

It's been done.

Regards

Dear Floohx,

We're glad to hear that your issue has been resolved. We have adjusted the disputed amount from €2,657 to €994 as per the final agreement. We appreciate both you and Vulkan Vegas for your cooperation in reaching a resolution.

We'll go ahead and mark the complaint as 'resolved' in our system. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru