Vulkan.bet Casino - 複数のアカウントクレームにより、プレイヤーのアカウントは閉鎖されました。

So I woke up this morning and they blocked my account saying I have multiple accounts but I don’t.

I have mine and i deposit in it from my bank. My wife also have account in same casino because we like to play there. We live in same house and use same laptop and save wifi. So as I assume many other couples. I think I will go and sue them because everything was ok till now. Not to mention this happened only now when I got my first won money.

Dear KasparsD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I must emphasize that the vast majority of online casinos prohibit two (or more) players from playing from one IP address and using the same device is considered even worse. I checked the General T&Cs and I found this:

29.6. All operations of the users are checked on the absence of the suspicious activity. Suspicious activity includes, but not limited to:

...

Matching of the user`s device ID (telephone, computer, tablet) with the device ID of another account in our system.

In case of any suspicious activity, mentioned above, this issue shall be directed to the antifraud department in order to evaluate a risk of this user and to conduct further actions. The antifraud department shall evaluate this issue and further direct it to the relevant department for further consideration.

Unfortunately, you breached one of the main rules of online gambling. Please understand that if you and other people play from the same device it is impossible for the casino to determine if the one who plays is truly the owner of the account and not one person using multiple accounts at the same time.

I am afraid that under these circumstances we are not able to assist you. I can only recommend that you both use your own device in the future.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

All I want is my 1000$ that I won. Because in your rules doesn’t say that couples can’t play in same house with same device. You are violating my rights to have a partner. And that’s why I’m working with lawyer to get justice

Christina you said :

Please understand that if you and other people play from the same device it is impossible for the casino to determine if the one who plays is truly the owner of the account and not one person using multiple accounts at the same time

hiw could you know if same person is playing from different devices ? There is so many flat apartments where one wifi is shared across building. Then you would block of them users also ? See this your statement doesn’t make any sense in the root of it. All i really want is to get my money I have won or all my deposits back. How that’s sounds ?

Thank you for your reply, KasparsD. I understand your frustration, but I would like to emphasize again that you seriously breached the General T&Cs, therefore we aren't able to assist you further. Moreover, please understand that playing from the same IP address as other players is also prohibited by most casinos and this one is not an exception:

Whether the activity of the user is suspicious. Examples of the suspicious activity include, but not limited to: a) excessive depositing activity; b) usage of several devices to authorize on the Website in a short time-frame; c) usage of the user`s device by other users of the Website; d) usage of one IP address by several users; e) usage of one electronic device by several users.

Again, I can only recommend not playing from the same device.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.