It's really not normal anymore.

I deposited € 20 3 times and signed up normally and won € 3700.

They claim that I have a double account even though I don't have one and have blocked me. They want to unlock me but delete my winnings. I called several times they only speak English. I wrote with support and mine have Gmail and googlemail 2 accounts although the same is. I want to have my winnings and they don't want to pay it. I don't have 2 accounts and they can't prove it to me either.

3 days ago I sent in documents and they checked nothing, said everything was ok

Today I sent in my credit card number and photo, everything was ok. I want to withdraw my 3700 € and suddenly blocked

5:00 p.m. registered everything normal could also play etc. 6:00 p.m. suddenly blocked.

I have three children, I am a single parent and I was looking forward to shopping for my children and paying my credit card amounts

it must be proven to me by email that I have 2 accounts

Das ist echt nicht mehr normal.

mich habe 3 mal 20€ eingezahlt normal mich angemeldet und 3700€ gewonnen.

die behaupten das ich einen doppelkonto habe obwohl ich keinen habe und haben mich gesperrt. Die wollen mich freischalten aber mein Gewinn l?schen. Ich habe mehrmals angerufen die reden nur englisch. Habe mit Support geschrieben und die meinen habe Gmail und googlemail 2 Accounts obwohl das selbe ist. Ich m?chte mein Gewinn haben und die wollen es nicht zahlen ich habe keinen 2 Accounts und nachweisen k?nnen die mir auch nicht.

vor 3 Tagen habe ich Unterlagen reingeschickt und es wurde überprüft nichts gesagt alles war ok

heute habe ich Kreditkarte Nummer und Foto reingeschickt war alles ok m?chte mein 3700€ auszahlen lassen und gesperrt pl?tzlich

17:00 Uhr angemeldet alles normal konnte auch spielen usw 18:00 Uhr pl?tzlich gesperrt.

ich habe drei Kinder bin alleinerziehend und habe mich darauf gefreut das ich für meine Kinder einkaufen kann und meine Kreditkarte Betr?ge bezahle

es muss mir per email nachgewiesen werden das ich 2 Konten

Dear ramilaorak,

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? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

My one account with his name and email address and was decrypted and profit was paid to his account he has no problems I only sent my documents with an email address I didn't do anything with Gmail

Mein man mit seinen Namen und email Adresse Account und wurde verzifiert und auch Gewinn auf seine Konto ausgezahlt er hat keine Probleme meine documente habe ich nur mit einen email Adresse gesendet Gmail habe ich nichts gemacht

I have checked the general bonus terms and conditions, and this is what I found https://vulkanvegas.com/en/bonus-terms:

"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."

If you and your husband have redeemed promotional offers from the same IP address or residential address, I'm afraid we won't be able to help you. Please understand that redemption of multiple bonuses from the same IP addresses or households is strictly forbidden in the majority of casinos.

I had bonuses in July 2021 and I deposited € 20 and finished playing. But now in September 2021 I didn't have any bonuses I deposited and played normally, first € 20 I gambled then I deposited another € 20 and also gambled away and next day I paid another € 30 and played only € 400 should be withdrawn I didn't send my documents in because of documents and were checked. I slowly brought my profit to € 3700. My one didn't play just me and it has nothing to do with my it is about my account I was accused of having two accounts and therefore deleted my money, it has nothing to do with bonuses etc. what mine do

Ich habe juli 2021 boni gehabt und habe 20€ eingezahlt das auch fertig gespielt. Aber jetzt in September 2021 hatte ich keine Boni ich habe normal eingezahlt und normal gespielt erste 20€ habe ich verspielt dann habe ich nochmal 20€ eingezahlt auch verspielt und n?chste Tag habe ich nochmal 30€ bezahlt und gespielt erst 400€ gewonnen sollte auszahlen lassen ging nicht wegen documente habe meine Unterlagen reingeschickt und wurde überprüft dabei habe ich mein Gewinn langsam auf 3700€ gebracht. Mein man hat nicht gespielt nur ich und es hat mit mein nicht zutun es geht um mein Account mir wurde vorgeworfen das ich zwei Accounts habe und deshalb mein Geld gel?scht es hat nicht mit Boni usw was da meine zutun

Thank you very much, ramilaorak, 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.

Dear ramilaorak

In order to investigate the case, would you kindly specify your husband's e-mail address that he is registered with at VulkanVegas?

Thank you for cooperation!

Kind regards

Hello ramilaorak,

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 ramilaorak

In order to investigate the case, would you kindly specify your husband's e-mail address that he is registered with at VulkanVegas?

Thank you for cooperation!

Kind regards

I have explained several times that Gmail and googlemail are the same in Germany but no one has understood it. I only registered with googlemail and won the bonus I did not receive it because I only had my bonus in July, after which I always waived the bonus when making deposits. I played fair and won fairly. Casino couldn't prove to me that I have two accounts. Unfortunately, I only took a picture of 3500 € for joy and not of 3700 € I can give them 200 € as a gift, but I want my profit. It's really not fair. I was accused of having registered again although I only registered because I knew that I was registered with Vulkan. I have more pictures if requested. My one has nothing to do with me, he has his email address and his profit and his bank details. He also sent in all the declarations and of course also confirmed his winnings, after which he made more than 300 € deposits and got no winnings, but I don't say anything about that, it's a game of chance, you can win and lose, it doesn't matter, but everything has been deleted for me irresponsible that's not fair.

Ich habe mehrmals erkl?rt das Gmail und googlemail das selbe in Deutschland ist aber keine hat es verstanden. Ich habe mich nur mit googlemail angemeldet und gewonnen Bonus hatte ich auch nicht erhalten weil ich mein Bonus erst in juli hatte danach habe ich bei Einzahlungen auf Bonus immer verzichtet. Ich habe fair gespielt und fair gewonnen. Casino konnte mir nicht beweisen wie ich zwei Accounts habe. Ich habe leider für Freude nur von 3500€ einen Bild gemacht und nicht von 3700€ 200€ kann ich denen schenken ist auch kein Problem aber mein Gewinn will ich haben. Das ist echt nicht fair. Mir wurde vorgeworfen das ich mich nochmal registriert habe obwohl ich nur angemeldet habe weil ich wusste das ich bei Vulkan angemeldet bin. Ich habe noch mehr Bilder falls es verlangt wird. Mein man hat mit mir nicht zutun er hat seine email Adresse und sein Gewinn und sein Bankdaten. Er hat auch alle verzifierung reingeschickt und best?tigt natürlich auch sein Gewinn erhalten danach hat er über 300€ Einzahlungen gemacht und kein Gewinn bekommen aber dazu sag ich ja nichts es ist Glücksspiel man kann gewinnen und verlieren macht ja nichts aber bei mir wurde es unzurechnungsf?hig alles gel?scht das ist nicht fair.

Dear ramilaorak,

I've investigated your situation closely and now have a full picture.

The amount of 3700 EUR has been credited onto your account.

Congrats on your win and have a nice evening!

Kind regards,

Alexander

I hope I can pay it off. I've just made a withdrawal. I will believe in it when it is paid out to my account, let's see how long it takes

Ich hoffe das ich es auszahlen kann. Ich habe jetzt gerade Auszahlung get?tigt. Ich werde daran glauben wenn es auf mein Konto ausgezahlt wird schauen wir mal Wie lange es dauert

Dear ramilaorak

Would you please make a withdrawal request again?

Kind regards

I have made

Habe ich gemacht

Thank you @ramilaorak

The requests have been confirmed from our side. Since it's a bank transfer, it may take 1-5 working days for money to arrive to your bank account.

Kind regards

Ok no problem, I like to wait

Ok kein Problem ich warte gerne

Dear ramilaorak,

let me know when you'll receive your winnings, please.

I like to make it even important that I get my profit

Mache ich sehr gerne sogar wichtig ist das ich mein Gewinn bekomme

Hello, ramilaorak

According to our records, the money should have arrived to your bank account by now. Would you please check and confirm?

Kind regards

The money is not in my account yet, I'm still waiting

Das Geld ist noch nicht auf meine Konto ich warte noch

I have now received a full payout. Thank you for nice cooperation

Ich habe jetzt komplette Auszahlung bekommen. Vielen Dank für nette Kooperation

Dear ramilaorak,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com