I played in this casino many many times and never had a problem but a couple of days ago I noticed that I can not login to my account any more. I contacted chat support and was told that my account has been blocked forever because of violation of casino rules. Can you help me to find out if the casino had right to close my account?

Dear Morni,

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.

Could you please advise how long ago you have registered your account? Have you redeemed any promotional offers in your account while it was active? Did you receive any explanation from the casino on which exact rule has been breached?

If there's any relevant communication please forward it to [email protected].

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

I think I registered my account more than a year ago. Yes I redeemed promotional offers. I received this reply from chat support: "Your account was locked permanently due to the violation of our rules. 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.). Should Vulkanvegas administration have a reasonable suspicion that the Account Holder has committed a bonus abuse (as such indicated in point 10, 14 and 16 of these terms), either on their own or as part of a group, Vulkanvegas reserves right to: - forfeit the bonus allocated to the player and any winnings from that bonus; - revoke, deny, or withdraw a bonus offer from a player; - void the player's real money balance; - block an access to Vulkanvegas; - terminate the Account Holder’s account with immediate effect". I will also forward you the email from casino

Thank you, Morni, for your reply. Based on the abovementioned accusation "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.)" could you please advise if you know any other family member or a person who has an account in this casino?

No, I don′'t know anyone who has an account in casino.

Thank you very much, Morni, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Morni,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Dear Morni

Can you please provide us with the screenshot of your skrill account?

Can you please tell if anyone has access to your computer (even remotely)?

Can you please list at least 3-5 games you played at VulkanVegas?

Thank you in advance!

Kind regards

Dear Morni, Viliam

Just FYI:

Skrill screenshot is outdated (but that does not affect anything)

The player never played 1429 Uncharted Seas, Bork the Berzerker

Unfortunately we cannot unlock the player's account due to breaching the following rule:

9.In case we determine the player is using a bonus or any other promotional offer for the sole purpose of obtaining a positive result using known methods aimed at safe wagering of this bonus, the player will be immediately deprived of the current real and bonus balances, and may as well get blocked for the bonus abuse.

15.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.).

17.It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance.

It's been discovered by anti-fraud dept. that a group of people was using the strategy that allowed players to constantly win.

Would be happy to share additional info on the strategy with Casino Guru team.

Kind regards

Dear Casino Guru team,

It's totally wrong information from Vulkan Vegas. I played 1429 Uncharted Seas and Bork the Berzerker and I can easily proof it in case the casino unlocks my account and I will share the games history with you. Of course if it was not cleared.. it would be extremely strange on my part if I provided false information.

Dear Casino,

I am waiting for the evidence, my email: [email protected]

Dear Vulkan Vegas Casino,

thank you for the explanation and evidence.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.