They closed the account 24/12 and opened same day with only 10.000 nok after a complaint from me. They stole my money

Dear Morten,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that a substantial amount of your winnings have been deducted from your account? Was your account blocked temporarily?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

After some time I could not connect to my account so I opened a new one. I play this account for many months and lost a lot of money. Now just before Christmas I put 30.000 NOK I the account and won about 132000. I sent a withdrawal request and sent KYC after they message me and next day the account were closed. They said you can’t have 2 accounts. After I argued with them they could open the account with the last input of 10.000 nok. It was that or nothing. So account is opened and money is gone. I feel I was scammed and forced to take the last 10.000.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account? Please forward any relevant communication to [email protected]. Thank you very much in advance.

I tried to open the old account but for some reason I couldn’t. And I think it’s wrong that I could open a new account if the rules was only to have one account. Especially when they can take all winnings and just close when they want to. So I’m just sad because this money could get me back on my feet.

Hope you can help.

Best regards.

Morten B*****

Could you please advise why your old account was blocked? Were those two accounts active simultaneously?

Like i said. It was unavailable when I tried to log in. That’s when I open the second one

After that both was open at same time

Please understand that each player is permitted to have one account only. Have you tried communicating the possibility of opening another account with casino directly?

I understand that. I got the information about that after the new one was opened. But I can not believe that I’m the only one that this is happening to. They closed the account and I couldn’t open it. So I opened a new one. Is it a trick to take the winnings??? It looks like it.

I'm sure it's not a trick to take your money. If a player's account gets blocked there's a valid reason behind it. Could you please advise if there was any activity in your old account? Have you deposited money, redeemed bonuses, or passed the KYC verification with your old account? Looking forward to hearing from you.

after the blocking of the first account there was no activity. Possibly there was a bonus once and there was no KYC since I lost mostly. No withdrawal.

Just a short recap:

1st account:

• possibly a bonus has been redeemed
• no KYC initiated
• no withdrawals
• blocked by the casino for unknown reason

2nd account:

• opened for many months
• no withdrawals
• personal documents sent to pass the KYC
• Have you accumulated your winnings with or without an active bonus?

Could you please confirm the abovementioned events and comment on my last question? Thank you very much in advance.

All correct above.

But I think the last winnings was with a bonus but not sure.

Thank you very much, Morten, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) 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.

Thank you so much.

Hello Morten,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vulkan Vegas Casino to join the conversation and participate in the resolution of this complaint.

Vulkan Vegas, while we appreciate that each player should only have one account we also feel that each case should be considered separately.

Can you clarify if the player gained an unfair advantage by opening the second account?

Dear Adam, Morten

I've checked the gaming activity. Unfortunately, the winnings were accumulated with the bonus balance active on 22.12.2021 (Game: Silverback Gold Touch?).

Besides, I'd like to draw the attention to the following aspects:

a) The Player agreed to the terms that had been offered by the Casino, and the amount of 10k remained on player's balance.

b) Player was receiving multiple bonuses and cashbacks on both accounts

Hope this clarifies.

Best regards

Thank you for the additional information Morten.

Vulkan Vegas, could I ask you please to forward supporting evidence to my email at [email protected]?

Thank you Vulkan Vegas Casino for sending evidence via email.

Please see my email response.

Dear Morten,

According to the evidence provided by the casino, it seems that both accounts were signed into recently. Could you clarify if you have used both accounts simultaneously at all?

Like i said earlier the first account was opened after I open the second one. But only the second was used after this as I remember. I have no use for two at the same time. A log from Vulcan vegas should show this. I can only show log from the second account.

I have logged in to the account but not used it. Both was closed 24/12/21. Second one was opened the same day as I remember.

Dear Morten,

After a brief investigation, the Casino credited back the amount of 112,413.00 NOK.

Feel free to withdraw the funds or continue playing.

We do recommend not to create multiple accounts at Casinos, it may cause troubles ??

Best regards

I’m very happy with this and I will give thanks to Adam for helping me. I’m also grateful for giving back my winnings at the Vulcan casino.

Best regards to all

Thank you Vulkan Vegas Casino for your response and your assistance in resolving this matter.

Dear Morten,

I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. 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.