Hello,

I signed up and made a deposit of 400eur to this casino.

Was about to play a slot when a screen came up with request to finalise my profile details. Without that i was restricted from playing nor trying to withdraw my deposit, nor to do anything on the site at all as the screen kept coming up.

So i went to fill out profile info and wanted to confirm my phone number when i was notified it was in use already.

Went to online chat to see whats happening.

Was told i already hold an account.

Never played or deposited in this website, unless i signed up a very long time ago and decided not to use their services, so registration process was incomplete.

Also i use only one email address , so therefore their system should've not let me register.

Long story short agent from support passed my details to administration and they’ve closed my account and took my money stating i violated their terms and conditions.

Any normal casino would close duplicated account and refund money specially when i spent there few minutes just to make a deposit and was restricted to use their services in the first place.

They got their casino policy but i got my consumers rights to complain.

I want my money back.

Also stay clear from this casino. Cleary scammers....

Dear alisedumina,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Vulkan Vegas Casino. I have checked the casino's Terms and Conditions, and this is what I found:

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accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.

Are any other of your personal data the same in both accounts?

Have you played any games with your €400 deposit?

Have you activated any bonuses?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your response.

I cannot answer regarding data in that other account because i don't recall finishing registration process. I think it was just email address and phone number on there. I decided i don't want to play there on that time and logged out. Never came back until now completely forgetting i already started to sign up with them.

In fact I've registered new account with the same email address.

Made a deposit and went to play. As soon as i clicked on the game a pop up screen came up asking me to fill in data about myself otherwise system restricted me from doing literary anything on the site. Even when i wanted to withdraw my deposit.

So no....i never played my deposit.

Never used any of their bonus promotions.

Thank you,

Hello alisedumina

We can confirm that at least 3 accounts of yours were discovered. The deposits were made with the card 557367******0748

The welcome bonus was used at two of the accounts.

Since the disputed account did not opt for any bonuses, we can unblock the account without the penalties, but the rest of the accounts will remain permanently locked.

Warm regards

Thank you for your reply.

I'd appreciate if i could get 400eur back from deposits. Accounts can stay closed as I don't have any intention to play in your casino or use any other services.

Thank you,

Dear alisedumina

The account was unblocked.

Regards

Dear alisedumina,

The casino decided to keep your last account open without any penalties, which can be considered a gesture of generosity and goodwill. Please keep in mind that a refund of your deposit may not be possible and you may be requested to wager your money. Let's discuss the matter with the casino.

Dear Vulkan Vegas Casino representative, would it be possible to refund the deposit to the player?

Dear Veronika

The Player decided to play the amount.

Currently, the balance is equal to zero.

Regards

Dear Vulkan Vegas Casino representative,

Thank you for letting us know.

Dear alisedumina,

now that you gambled away your balance, may we consider your complaint resolved? Or is there anything else we could help you with?

Dear alisedumina,

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.