Vulkan.bet Casino - 큰 승리 이후 플레이어의 계정이 폐쇄되었습니다.

I Have so long account on this casino and dont Think i will have any problems with they but...

When i win today a good cash on Extra Juicy megaways and want to withdrawal this money they accept it and 30 min later my account was banned.

Seriously vulkanbet ? I have acc here 3 years and never have problems like this on any casino... 2500 €...

Dear matrix0299, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Do you use any VPN or IP-masking software to access the casino website? 

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

Best regards, 

Veronika

Hi

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Well, i play only on my phone with mobile transfer so its not possible. But from WiFi on home it could be

Could you please advise if you have passed the KYC verification?

Yea... i do deposit so many Times..

Did you accumulate your winnings with or without an active bonus?

Without

Do you use any VPN or IP-masking software to access the casino website?

Sometimes i use DNS changer.

Have you ever accessed the casino website using any device other than your mobile phone?

Are you aware of any members of your household who also have accounts or play at this casino?

When you used a VPN, did you change the country from which you accessed the casino website?

I have new Phone like a 4-6 months, so on the another Phone Yes. But no on the any other device.

Nobody should have a acc in my home.

I Just use DNS change but no country

Thank you very much, matrix0299, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear matrix0299, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Vulkan.bet Casino representative to join this conversation. 

Dear Vulkan.bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Good afternoon,

The account was blocked due to a violation of the club's rules, specifically for the registration of multiple accounts.

At least four accounts were created, each receiving and using a no-deposit registration bonus. However, no notification was provided regarding the existence of multiple accounts.

Thank you.

Dear Vulkan.bet Casino,

thank you for your prompt message.

We regard all accusations with the utmost seriousness. Could you please provide evidence of this player having multiple accounts? You may send the information to my email at katarina.d@casino.guru.

I appreciate your cooperation and look forward to your response.

Good afternoon, Katarina,

The information has been sent to your email.

Thank you.

Dear Vulkan.bet Casino,

thank you for your email. I have followed up with the response.

Dear matrix0299, 

have you ever had any successful withdrawals with this casino, please?

I Think yes but only one or two time.

And so many deposits...

Dear matrix0299, 

thanks for the update.

I am currently awaiting a response from the casino. Once I receive the information, I will provide an update.

Good afternoon, Katarina,

The additional information has already been sent to you. Kindly take a moment to review it.

Thank you.

Dear Vulkan.bet Casino,

thank you for your email and for cooperation with this complaint.

Dear matrix0299, 

after a comprehensive review of your case and the accompanying documentation, I must inform you that your complaint has been denied. The evidence presented indicates that you have established multiple accounts with this casino over the years. Given this information, I regret to inform you that I am unable to assist you further, as such actions constitute a significant violation of the casino's terms and conditions.

Although I am disappointed with this outcome, should you encounter any other issues with an online casino in the future, please feel free to reach out to us. We are here to provide support.

All the best,

Katarina