Vulkan Vegas Casino - プレイヤーのアカウントがブロックされました。

I am a regular player and so far there was no problem with payouts, however, when I got a bigger win - 67000 pln casino after paying about half, blocked my account accusing me of logging in to these accounts which is not true, the amount that remained is about 31000 pln. Vulkan vegas please provide proof of multicont at the addresses shown on the screens

Dear mlodylipski,

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? Could you explain since when exactly are you a player of the casino?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

I started withdrawing funds on November 3 with various methods, smaller amounts and until November 21, withdrawals were made successively, because everything with my account and the balance of funds was fine, and suddenly on November 24 my account was blocked - There is no way that someone within these three days he used my ip to create new accounts, both names of these accounts are unfamiliar to me, no one has set up or logged in from my devices and ip for such data

Thank you very much, mlodylipski, for providing the necessary information. We'll request the evidence from the casino on your behalf. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mlodylipski,

I have reviewed your case and will do my best to help you.

Dear Vulkan Vegas Casino,

Can you please provide evidence of the use of multiple accounts to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hello all,

We are investigating the case, since the account was blocked 23.11.2022, we need to revise the logs.

Thank you for your patience.

Kind regards

Hello Vulkan Vegas Casino,

Thank you for the additional information, we will wait to hear further from you.

Kind regards,

Adam

Dear mlodylipski

You deposited with this account, can you please inform us, whether it belongs to you.

Thank you in advance!

Kind regards

Dear mlodylipski,

While you are correct that we have requested evidence from the casino, I would also like you to directly address their question, as the information may be relevant.

In order to be able to resolve this case, cooperation is required from all parties involved.

Can you confirm if you have used the aforementioned account to deposit at the casino and if so, clarify who the account belongs to?

Kind regards,

Adam

I will ask for a screenshot confirming that this payment has taken place, then I will be able to comment

Hello mlodylipski,

As mentioned we are awaiting the evidence from the casino. In the meantime, I would like to ask you once again to comment on the above.

Please be aware, we need to have all the relevant information to be able to continue to investigate your case.

Kind regards,

Adam

Hello mlodylipski,

I appreciate you have stated no deposits have been made since the last withdrawals, but we are trying to ascertain if you have ever used that payment wallet to make a deposit, not just recently.

As mentioned, there is no way to come to a resolution without cooperation from both sides. I am going to extend the timer while we wait for the evidence from the casino.

In the meantime, please clearly state if that account has ever been used by you to make a deposit at the casino and if it belongs to you.

Kind regards,

Adam

Dear mlodylipski,

Have the deposits in the provided screenshots been made using your account?

Kind regards,

Adam

Dear mlodylipski,

Please respond to my previous post. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe the complaint will be rejected.

Kind regards,

Adam

Has CasinoGuru, Volcano vegas already provided the screens mentioned in the topic? this is the main reason for the blockage. And my next question is if the casino doesn't provide that evidence, what will the maintenance cost be? Isn't it a serious charge to make false accusations and steal money on that basis? and on these scans it is not visible that the payment was made from my account and what does it matter for the course of the case?

Dear mlodylipski,

We are still waiting for supporting evidence to be supplied regarding this case. I will therefore extend the timer one more time.

We would like to ask Vulkan Vegas Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello,

The proofs have just been sent to adam.m@casino.guru

Kind regards

Dear mlodylipski,

The evidence provided has been reviewed and the case is still being discussed with the casino. I will therefore extend the timer and will post an update here when we have reached a conclusion.

Kind regards,

Adam

Dear mlodylipski,

As mentioned this case is still being discussed and I am awaiting further clarification from the casino via email.

I will extend the timer one more time in the hope that we will be able to find a resolution to this case.

Kind regards,

Adam

Hello,

The extra requested proofs were sent.

Best regards

Dear mlodylipski,

The casino has provided sufficient evidence to show that you have used the same payment method as that of another account registered at the same casino. Unfortunately, I am not at liberty to share the evidence with you due to reasons of confidentiality.

Can you please clarify if this payment method belongs to you, or if it belongs to another person?

Kind regards,

Adam

Dear mlodylipski,

Please respond to my previous post. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe the complaint will be rejected.

Kind regards,

Adam

The reason for blocking the account is logging into other accounts and not making a deposit

Did the casino provide proof of login to the above accounts?

Why has the casino been accepting deposits for half a year and not reporting irregularities in the account regarding the mifinity deposit?

casinoguru, please do not hide the evidence because I am a party to the dispute - I have the right to see the evidence, if not on the website, please send it to an e-mail

Dear mlodylipski,

I have reviewed the evidence provided once more and reached the conclusion that the casino has acted in accordance with its terms and conditions in this case. It has been shown sufficiently that you have used a payment method on your account that is linked to another account, We are therefore unable to assist you any further with this case and the complaint will now be rejected.

As mentioned previously, I am unable to disclose the evidence to you due to reasons of confidentiality. I am sorry I could not be of more help on this occasion.

Kind regards,

Adam