Vulkan Vegas Casino - Der Spieler wurde beschuldigt, mehrere Konten eröffnet zu haben.

Good Evening.

I opened an account and made a normal credit card deposit.

When I went to play the game it asked me to fill out my profile. It was not possible because my mobile phone already existed.

I contacted live chat and was told this was because I had another account.

I tell them that I didn't remember and tell me a way to get my deposit back.

They told me that it is not necessary, we will only keep the one account and everything is ok.

I played normally and won 350 euros.

I made a withdrawal. I also sent all my documents.

They emailed me that my withdrawal was successful and will be done in 2 business days.

I went to log into my account today and it says I'm blocked. I contact live chat and they tell me they will only reactivate me if I deny my money because I had another account.

Please contact them to give me my money

Thanks

Καλησπέρα.

Άνοιξα λογαριασμό και έκανα κανονικά κατάθεση με πιστωτική κάρτα.

Όταν πήγα να παίξω παιχνίδι μου ζήτησε να συμπληρώσω το προφίλ μου. Δε κατέστη δυνατόν για το λόγο ότι το κινητό μου υπήρχε ήδη.

Επικοινώνησα στη ζωντανή συνομιλία και μου είπανε ότι αυτό έγινε επειδή είχα και άλλο λογαριασμό.

Τους λέω ότι δε το θυμομουνα και να μου πουν ένα τρόπο να πάρω την κατάθεση μου πίσω.

Μου είπανε ότι δεν χρειάζεται,θα κρατήσουμε μόνο τον ένα λογαριασμό και όλα οκ.

Έπαιζα κανονικά και κέρδισα 350ευρω.

Έκανα ανάληψη. Έστειλα και όλα τα έγγραφα μου.

Μου έστειλαν εμαιλ ότι η ανάληψη μου ήταν επιτυχής και θα γίνει σε 2εργασιμες μέρες.

Πηγα να μπω στον λογαριασμό μου σήμερα και μου λέει ότι είμαι μπλοκαρισμένη. Επικοινωνώ με ζωντανή συνομιλία και μου λένε ότι θα με ενεργοποιήσουν ξανά μόνο αν αρνηθώ τα χρήματα μου επειδή είχα άλλο λογαριασμό.

Παρακαλώ επικοινωνήστε μαζί τους να μου δώσουν τα χρήματα μου

Ευχαριστώ

Dear marofa,

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?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi

Thank you that you help me.

I m living alone in my home, and I didn't used any bonous. My deposit Was net.

If you want to Send you their email.

I asked from them to have our conversation and said that they don't keep history.

I have the last conversation only in screenshot.

Thank you very much again

Dear marofa

Can you please inform CasinoGuru team who the account ma**gal@hotmail.com (registered to First Name: ma***nthi Last Name: GAL**OU, Date Of Birth: 04.06.19*2 ) belongs to?

Thank you in advance!

Kind regards

Dear marofa,

Could you please elaborate? It seems as if another account is linked directly to yours.

Good morning.

Yes it's me.

As I told you I had forgotten that I had an account and when I opened a new one and made a deposit I was not allowed to play.

I contacted them to refund my deposit and they asked me which account I want to keep and I will play normally.

I told them to keep the new one by email m****al@gmail.com and started playing normally.

I mean they knew from the start that there was already an account and they unlocked me when I asked for my deposit

Thanks

Καλημέρα σας.

Ναι εγώ είμαι.

Όπως σας είπα είχα ξεχάσει ότι είχα λογαριασμό και όταν άνοιξα νέο και έκανα κατάθεση δεν μου έπιτρεποταν να παίξω.

Επικοινώνησα μαζί τους να μου επιστρέψουν την κατάθεση μου και με ρώτησαν ποιόν λογαριασμό θέλω να κρατήσω και θα παίζω κανονικά.

Τους είπα να κρατήσω τον νέο με εμαιλ m****al@gmail.com και άρχισα να παίζω κανονικά.

Θέλω να πω ότι από την αρχή γνώριζαν ότι υπήρχε ήδη λογαριασμός και οι ίδιοι με ξεκλειδωσαν όταν ζήτησα την κατάθεση μου

Ευχαριστώ

Dear marofa

Sorry, but we do not see any records of "unlocking" your account.

Can you please elaborate in more details?

Thank you in advance!

Dear marofa,

Do I understand correctly that both accounts were not active simultaneously and you wish to keep your newly created account?

Yes . I think that the other account was inactive

When I opened the new one the assistant in live chat asked me which i keep and he unlocked me .

Casino says

Sorry,but we do not see any records of "unlocking" your account.

What records? they unlocked me after their question what account I prefer.

Thank you

Dear marofa,

Is there any relevant communication between you and the casino that would shed some light on this issue? My email address is petronela.k@casino.guru.

I asked from live chat to Send me our conversation and they told me that they don't keep history.

I have taken some screenshots from our last conversations

I ll send you whatever i have

Thank you

Thank you, marofa, for the forwarded communication. One last question, please. Has there been any activity in your first account at all or you have never used your first account to play,

Hey

I probably had. I don't remember.

Why they unblocked my new account? They found that there was another account but they helped me to unblock.

They should return my deposit .

After my winnings,after two days they decided to block it. That is I don't understand and is unfair.

Thank you very much.

You do great job 👍

Thank you very much, marofa, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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 marofa,

I am so sorry to hear your account has been blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Could you please state if the player's account is blocked? Is she able to withdraw her winnings?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

The account has now been unblocked. The player may continue playing with the account disputed.

Kind regards

Dear marofa,

Could you please confirm this information? Are you satisfied with the situation, so we can close the complaint?

Thank you very much in advance.

Kind regards,

Stefan

Dear stefan thank you very much

I don't understand what they mean.

I will take my winnings?

Dear marofa,

Are you able to access your casino account? If you do, are you able to request a withdrawal?

Thank you very much in advance.

Kind regards,

Stefan

Yes I have access and I normally did withdrawal. I m waiting to see money to my account

Thank you very much again.

Dear marofa,

Please, let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Yes I received

Thank you very much

Dear marofa,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan