my account was canceled with a € 500 prize referring to a double account! it is not possible to retrieve an account on the site! only my verified account that had the winnings was blocked. since I forgot my old account password, I couldn’t sign in, so I made a new one.

Dear fruzsinatihanyi, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that opening more than one account is against the T&Cs of most online casinos. I checked the T&Cs and I found this:

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accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

Have you received any message from the casino allowing you to create another account? Also, could you please advise why you didn't use a password recovery option?

Looking forward to hearing from you.

Best regards, 

Kristina

Hello

i didn't use it because i don't use those email addresses anymore so i can't log in.

Fruzsina

Thank you for your reply, fruzsinatihanyi. Have you discussed opening another account with the casino? When was the last time you used your previous account and when did you create the new one?

no, but these older accounts weren't even authenticated, just the new ones. and I don't know when I created it

once again, there is no way to delete the account on the site! if I had been able to log in I would not have been able to delete it

Do I understand correctly that you have passed verification with the newest account? Could you please advise if you accumulated your winnings with or without an active bonus?

I won this money with a real money deposit of €15! not with a bonus

Ich habe dieses Geld mit einer Echtgeldeinzahlung von 15 € gewonnen! nicht mit einem Bonus

I won this money with a real money deposit of € 15! not with a bonus

I don't know because my account has been blocked. all data was uploaded and all necessary documents.

Thank you very much fruzsinatihanyi for your reply. I will now transfer your complaint to my colleague Andrej ([email protected]) who will be at your assistance. 

Thankyou

Dear fruzsinatihanyi,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Vulkan Vegas Casino to join this conversation.

Dear casino team,

Could you please provide a statement on fruzsinatihanyi’s case? Did they gain any advantage thanks to creating multiple accounts?

Hello all,

Thank you for the complaint.

According to T&Cs of the Casino:

"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 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.). "

Upon checking the account, it's been discovered that the player possesses at least 3 (three) multiple accounts, where the no-deposit bonus was used:

fruz**[email protected]

zs**[email protected]

fruzsin**[email protected]

Personal details are 100% identical, as well as the devices and IPs.

Sorry, but considering the above, Casino cannot unlock the account, since the T&Cs were breached.

Hope this helps with the complaint.

Best regards,

VulkanVegas

Hello

except there was no amount paid out with the bonus money and there was no bonus game at all in the account I won, so it is not correct at all.

Fruzsina

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Matej ([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.  

Hello Fruzsina.

I am sorry for the delay in the case. Unfortunatelly, in this case, by creating multiple accounts in the past and taking no deposit bonuses, you got an unfair advantage. 

The free bonuses for casinos aren't free, they are paying for them, and you caused the casino some loss by creating multiple accounts.

The analogy:

If a shoplifter one day steals in the supermarket and there is video footage from it, and the next day comes with the family there, and the security recognises him. It doesn't matter that crime happened yesterday.

By creating multiple accounts in the past and abusing the bonus policy, you became a bonus abuser and you were flagged by the casino. Such action has consequences. Now, the casino has the right to close your account and not pay you the winnings.

I did not abuse any bonus money. but okay

Fruzsina

I am sorry, Fruzsina.

Even when you didn't breach the casino's terms in your current activity, you did it in the past by creating multiple accounts and abusing the welcome offer. The casino has clear evidence, so you cannot claim the winnings.

We are rejecting this case.