Good afternoon.

They blocked my account when I asked for my money. A few years ago I opened an account with an email that I hardly use anymore. I deposited and lost. I never gave out my details or tried to take any money. However, I opened another account with the email I use the most. I made several deposits and played. Now that I've sent all the documents they asked for, they've blocked my accounts and won't give me my money. To receive the deposits they had no problem.

Help would be appreciated.

Boa tarde.

Bloquearam a minha conta quando pedi o meu dinheiro. Há uns anos abri uma conta com um email que já pouco utilizo. Fiz depósito e perdi. Nunca dei os meus dados, nem tentei tirar qualquer dinheiro. Entretanto abri outra conta com o email que mais utilizo. Fiz vários depósitos e joguei. Agora que enviei todos os documentos que me pediram bloquearam-me as contas e n?o me d?o o meu dinheiro. Para receber os depósitos n?o tiveram qualquer problema.

Agradecia ajuda.

Dear TF.128,

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

I checked the terms and conditions of the casino and I found this: https://vulkanvegas.com/en/terms-and-conditions

5.5.

You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us and:5.5.1.

all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2.

all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3.

any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.

Could you please explain if either of your accounts was verified? Did you claim bonuses on either of your accounts?

Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning. The only account that was being verified and that I sent all my data and documents was at*****@hotmail.com. and I only got the bonus on this same account. Hence I had no idea that it was not possible to have another email registered. Only when I asked for the money did they block me? They accepted my money without protest.

In all the contacts I established with the operators I was told to send the documents. After checking and approving everyone, do you do this to me?

Thanks for listening.

Bom dia. A única conta que estava a ser verificada e que enviei todos os meus dados e documentos foi a t*****@hotmail.com. e só tive o bónus nesta mesma conta. Daí n?o fazer ideia que n?o era possível ter outro email registado. Só quando pedi o dinheiro é que me bloqueiam? Aceitaram o meu dinheiro, sem protestar.

Em todos os contatos que estabeleci com os operadores me disseram para enviar os documentos. Depois de verificarem e aprovarem todos é que me fazem isto?

Obrigada pela aten??o.

Dear TF.128

We've taken a look once again at your case, and decided to overlook the decision.

Feel free to continue using the disputed account.

Best regards,

Vulkanvegas

Thanks for the great news to the Vulkan Vegas Casino representative.

Dear TF.128,

Could you please confirm if you can once again access your casino account? Can we consider the issue resolved?

Dear TF.128,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.