Vulkan Vegas Casino - Hráč byl obviněn z otevření více účtů.

Hello,

I won €800 playing volcanic vegas with no bonus. Due to payout I uploaded all documents and waited for verification. After 2 weeks they blocked my account because I supposedly had two accounts. I didn't know anything about the second account and I never used a bonus or free spins. I don't know what to do. I hope you can help me.

Thanks in advance.

Hallo,

Ich habe bei vulkan vegas 800€ ohne bonus gewonnen. Wegen Auszahlung hab ich alle Dokumente hochgeladen und Verifizierung gewartet. Nach 2 Wochen haben die meine Konto gesperrt, weil ich angeblich zwei Accounts hatte. Für zweite Konto wusste ich nichts und ich hab auch nie bonus oder freispiele benutzt. Ich weiss nicht was soll ich machen. Ich hoffe sie können mir helfen.

Vielen Dank im voraus.

Dear kstettner7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Is your account fully verified and have you withdrawn any winnings from this casino in the past?

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello,

I didn't verify my account because I just signed up, then deposited without a bonus and played and won right away. Since I had won, I wanted to pay out money to my account, and then volcanic vegas wanted me to verify my account. In the verification process, the casino blocked my account because they said I should have a second account.

I only play alone with my IP address and with my devices

Thank you for your efforts and we will keep in touch.

Kind regards

Hallo,

ich habe meine Konto nicht Verifiziert, weill ich mich nur angemeldet habe, habe dann ohne bonus eingezahlt und hab gespielt und gleich gewonnen. Da ich gewonnen hatte wollte ich Geld auf meine Konto auszahlen, darauf hin wollte vulkan vegas das ich meine Konto Verifiziere. In den Verifizierungs -Vorgang hat das Casino meine Konto gesperrt, weill ich angeblich ein zweiten Account haben sollte.

Ich spiele ausschließlich alleine mit meine IP Adresse und mit meinen Geräten

Vielen Dank für Ihre Bemühungen und wir bleiben im Kontakt.

Mfg

Dear kstettner7

Can you please provide the information on another account - Ka*ettner7@gmail.com, which is registered under your name.

Thank you in advance!

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your assistance.

Dear kstettner7,

Could you please elaborate?

Hello,

I don't know about second account. They claim I have it. I also don't understand how I could open a second account with the same email address. Normally the email address is already taken.

Kind regards

Hallo,

ich weiss nicht über zweites Konto. Sie behaupten das ich es habe. Ich verstehe auch nicht wie ich mit gleiche Email Adresse zweiten Account eröffnen konnte. Normalerweise steht immer die Email Adresse ist schon vergeben.

Mfg

Hello, kstettner7

The e-mails are different.

Also, the phone number states "015734458***" and "15734458***" for another.

Same Samsung Galaxy Z Flip3 is used.

Kind regards

Hello,

Do you have any proof that I used both accounts?

Perhaps I made a typo when registering and registered with the wrong address, which does not exist and was therefore not confirmed! Check everything and let me know please.

Kind regards

Hallo,

Haben Sie irgenwelche Nachweise dass ich beide Accounts benutzt habe?

Vieleicht hab ich bei der Anmeldung vertippt und das ich mit falschen Adresse angemeldet habe was nicht existiert und so mit nicht bestätigt wurde! Prüfen Sie alles und geben Sie mir bitte Bescheid.

Mfg

Dear Vulkan Vegas Casino team, could you please advise if there was any activity in both accounts?

Hello Petronela,

Both accounts have the deposit history and gameplay.

But since the bonus money is not involved, we've unlocked account 15757189 (author of the complaint).

The play may continue playing at this account only.

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your help and understanding.

Dear kstettner7,

Is there anything else that we could try to help you with, or your problem was resolved to your satisfaction? Please let me know.

Hello,

Many thanks for your help. Have requested the payout, but could only pay out 500 of 800 euros? Why can't I withdraw the entire amount of 800 euros?

Kind regards

Hallo,

Vielen Dank für Ihre Hilfe. Habe die Auszahlung beantragt, Konnte aber nur 500 von 800 Euro auszahlen? Warum kann ich nicht den gesamten Betrag von 800 Euro Auszahlen lassen?

Mfg

Hello kstettner7

Can you please advise what error did you receive?

Any chance you could provide a screenshot?

Thank you in advance!

Kind regards

Dear kstettner7,

Could you please elaborate? Thank you in advance.

Hello,

I was allowed to pay out a maximum of €550 out of €800 and I am still waiting for €250.

Kind regards

Hallo,

Ich durfte von 800€ maximum 550€ auszahlen und 250€ warte ich noch.

Mfg

Hello,

Money was transferred Thank you very much for the help, great that you are there.

Kind regards

Hallo,

Geld wurde überwiesen Vielen lieben Dank für die Hilfe, super das es euch gibt.

Mfg

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kstettner7, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru