The player from Brazil is facing issues with the withdrawal of the total winnings reaching 2400. The casino accuses the player of having multiple accounts and sends messages about bonus claim while ignoring the withdrawal issue. The complaint was rejected as the player breached the casino terms.
Vulkan Vegas Casino - Player's three withdrawals have been denied.
Amount: 2,400 R$
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I've made 3 withdrawals but none of them have been successful. They amounted to a total of 2400. The casino claims that I have more than one account. They simply send messages asking to log in and claim the bonus.
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PR Assistant
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1 year ago
Hello tetarap121,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is your account currently still open if the casino claims that you own multiple accounts? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello good afternoon.
Verified, do you mean when the documents were sent? Yes, oh more than 6 months. Until then I had no problems making withdrawals. Everything was normal until more than a week ago when I made one last (third) withdrawal. Unsuccessfully. For me to win, I purchased real money and earned a percentage in bonuses. My account is blocked. The last time I spoke to casino support was yesterday 03/10. We talked about my denied money and the blocked account.
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Casino representative
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1 year ago
Dear Player
We've found another account of yours - tet**[email protected]
All personal data is the same, it's got the gaming and depositing history, was accessed with the same device - Samsung Galaxy A11.
Do you remember making a new account? And what for?
Did you warn the support team about the intentions to block the other account?
Thank you for cooperation!
Kind regards
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1 year ago
Translation
Hello good evening, I don't remember making a new account. What could have happened was perhaps me logging in to claim a bonus offered by the Vulkan Vegas casino. Because they usually send a very good bonus percentage amount and to acquire this bonus you have to log in. I don't know what intention they blocked my account maybe my giving in real money would be high. That's why I think the account was blocked. Support advised me to only unblock the account if I would give up my winning balance.
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1 year ago
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Hello good afternoon. I will be waiting for a response.
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1 year ago
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Hey, good morning.
WHAT HAPPENED THAT YOU DIDN'T ANSWER ME ANYMORE?
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PR Assistant
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1 year ago
Hello tetarap121,
Unfortunately, if you did create multiple account and even used bonuses on both of them, the casino had every right to ban them and confiscate any winnings generated. It is now completely up to the casino whether they allow you to continue playing with one of them or not. However, your balance is not refundable.
Is there anything else we could assist you with?
If not, we will be closing the complaint.
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1 year ago
Translation
Good afternoon. Okay then, but would it be possible to open two accounts with the same email? I did not use any other email to open another account.
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Casino representative
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1 year ago
Dear tetarap121
Please kindly refer scrupulously to the email provided by the casino.
We can confirm, it is impossible to create two accounts via the same e-mail.
Regards
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1 year ago
Translation
the only email I can log into my account has always been this [email protected]
No other.
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Casino representative
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1 year ago
Hello,
We can briefly see a deposit and a gameplay on 30.06.2023 15:43:43 (UTC) on the account tet**[email protected] (please kindly read carefully the e-mail address)
Best regards
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1 year ago
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It was already then. No chance for my funds to be recovered
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PR Assistant
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1 year ago
Dear Vulkan Vegas,
What was the other e-mail address the player used to register into the casino?
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Casino representative
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1 year ago
Dear tetarap121
Please kindly look at the e-mail address carefully, both the one we listed in here above and the one that the support provided you with.
Thank you!
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PR Assistant
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1 year ago
Dear tetarap121,
As there is clear evidence of you having multiple accounts where you deposited and claimed bonuses on both of them, we will be forced to reject the complaint.
Please be sure to never create more than 1 account in any online casino as it will lead to permanent ban.
I'm sorry that we could not help more but as you breached the casino terms, there isn't much we are able to do.
Best regards,
Nick
