Vulkan Vegas Casino - プレーヤーは、複数のアカウントを開設したとして告発されました。

1,I WANT TO CLARIFY THE CASE WHERE VULKAN ACCUSED ME OF HAVING A SECOND ACCOUNT.

2 He made accusations against me with an unequivocal verdict with no way to explain.

3I was accused of this; I note; 'I registered 2 accounts on 1 phone and one ID and using bonuses and free FS not in accordance with the rules.

4 .I do not know the second account or e-mail so I asked for evidence because I'm innocent,

5 when I was given the id of that account **** irek.*****@interia.pl and comparing with my PLAYER ID ****** *****.*****@*****.pl

6I calculated that there is a difference of about 11mc so it is impossible to register and play at the same time on the same id

7I got an answer suggesting an explanation for the situation where I was asked ,,,,Maybe you used the Internet or a device in a public place somewhere? I replied that maybe so.

8. I got an answer suggesting an explanation for the situation where I was asked ,,,,Maybe you used the Internet or a device in a public place somewhere?I replied that maybe so.

9 IT SEEMS TO ME THAT THEY DON'T KNOW WHAT THEY TAKE MY MONEY AND ACCOUNT FOR

10WHEN I SEND A MESSAGE FROM YOUR FORUM ;SEE ZAL; I HAVE NOT RECEIVED ANY ANSWER

Dear ROZALIA1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me a few questions, so I better understand the situation. Could you advise when exactly you created the account in the casino? Was the other account created before yours or after according to the information you received from the casino? What device did you use when creating the account in the casino? Were you always playing from the same device? Have you ever deposited in the casino?

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,

Tomas

Dear ROZALIA1

Can you please clarify who the account irek.m**er@interia.pl belongs to?

Since we can see gameplay and receiving bonuses via the same device - SAMSUNG Galaxy S21 Plus.

Thank you in advance!

Kind regards

Thanks for the detailed explanation, ROZALIA1.

Did you at any time let anyone use your phone to open an account in the casino, or log in to the casino with another account, to your knowledge?

If you will have any difficulties replying to this complaint thread, sent your message to tomas@casino.guru so I might publish the reply for you. Much appreciated!

We've received the following message from the player:

"Hello. I don't care so much about the money I won, only that I was accused of something I didn't do. And as I wrote earlier that I received a different accusation with every e-mail from Vulkan . Even now, the man from Vulkana writes about the Samsung s21 aw device in the last e-mail they write about the Samsung s13 device. As I wrote, I have a transport company, about 30 trucks and 50 drivers, we exchange phones sometimes once a month. At the moment, in December, I have 3 phones, two old phones got new drivers. I have no idea and such an e-mail IXXXXX0 @email.xxxxx I am not aware of using my phone to log in or register at the casino when it was my personal device

If I had known about such an incident, I would now politely apologize for the confusion. Unfortunately, I cannot do it against my will."

We've received the following message from the player:

"Witam .Nie zależy mi tak bardzo na pieniądzach jakie wygralam tylko na tym że zostałam oskarżona o to czego nie dokonałam.I jak wcześniej napisałam że za każdym mailem od Vulkana dostawałam inne oskarżenie. Nawet teraz pan z Vulkana pisze o urządzeniu Samsung s21 a w ostatnim mailu piszą o urządzeniu Samsung s13.Tak jak napisałam mam firmę przewozowa około 30 ciężarówek i 50 kierowców wymieniamy telefony czasami raz w miesiącu. Na obecną chwilę w Grudniu mam 3 telefon stare dwa telefony dostali nowi kierowcy. Nie mam pojęcia i takim mailu  Irek.m..er@interia.pl Nie wiadomo mi o korzystaniu z mojego telefonu do logowania lub rejestrowania się w kasynie gdy był moim osobistym urządzeniem

.Gdy bym wiedziała o takim zajściu to teraz bym grzecznie przeprosiła za zamieszanie .Niestety nie moge tego zrobić wbrew mojej woli."

Sir, I have no idea who this e-mail belongs to unless I ask all my drivers. You are playing at random because again your supposed evidence is different: in the e-mail you write that you have 1 device with the number SM-A137F and here you write about the Samsung S21 plus device. For your peace of mind, I have 6 new phones in front of me and each has the number SM-A137F.

TO MR. TOMASZ

TOMASU, I NEVER CONSCIOUSLY GIVE MY PHONE TO REGISTER TO THE CASINO AND LOGIN.

Proszę pana nie mam pojęcia do kogo należy ten e-mail chyba że zapytam wszystkich moich kierowców.Czyn wy bawicie się w chybił trafił bo ponownie wasze niby dowody się różnią: w mailu piszecie ze macie 1 urzadzenie o num SM-A137F a tutaj pisze Pan o urządzeniu Samsung S21 plus.Dla Pana spokoju mam przed sobą 6 nowych telefonów i każdy ma num SM-A137F .MUSICIE SIE NARADZIC RAZEM PRZED ZARZUTEM BO NIC SIE PRAWDY NIE TRZYMA.

DO PANA TOMASZA 

PANIE TOMASU NIGDY SWIADOMIE NIE DAWALAM SWOJEGO TEL W CELU REJESTRACJI DO KASYNA JAK I LOGOWANIA SIE.

Dear ROZALIA1,

Could you explain what is the model of the phone you used to create your account in the casino and play there?

Thank you very much, ROZALIA1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 ROZALIA1,

I'm Michal, and I have taken over your complaint. We are here in a tricky situation, but I will do my best to try to help you. First of all, it is not fully clear to me why you are constantly changing phones? We know that every device has its own unique serial or ID number, and it could, like in this situation, cause unnecessary trouble when you use more devices. How many devices have you used to log in and play at the casino? Was access to your casino account on the mentioned phones password protected, or was the casino app protected from third-party access in some way? If needed for verification, do you now have access to all of the devices you have played from in the casino? 

Dear Vulkan Vegas Casino,

I understand that your system has flagged the player's account as "suspicious," but were the casino accounts in question accessed from the same device on the same day? I understand that this is a rather unusual situation, but how can we help the player find the best solution for this situation?

Hello all,

Pardon for the delay in reply.

It's indeed a tricky case, where multiple devices were used as well as same IP addresses. Anyhow, upon the thorough check, it's been decided to unblock the account. There will be no further issues whatsoever.

Apologies for the inconveniences caused.

Kind regards

thanks.I will hold a staff meeting on Saturday.I will say they are not allowed to use company phones.For registration.Login and play in casinos.They can only play on their mobile phones.Thanks.

danke.Ich werde am Samstag eine Mitarbeiterversammlung abhalten.Ich werde sagen, dass sie keine Firmentelefone benutzen dürfen.Für die Registrierung.Einloggen und Spielen in Casinos.Sie können nur auf ihren Handys spielen.Danke.

I understand that the account will be unlocked with the remaining balance?

Ich verstehe, dass das Konto mit dem Restguthaben entsperrt wird?

Hello ROZALIA1

yes, sure. We can see you've already successfully logged in.

Kind regards

Thank you, Vulkan Vegas Casino for your fair approach.

Dear ROZALIA1,

To avoid situations like this in the future I kindly advise you to use only your own, private devices to access and play in any casino and to make sure you only have 1 casino account. 

From what I see now this situation appears to be solved, can we consider your complaint to be resolved?

so the case resolved positively.The account is active again.Thank you again.

Dear ROZALIA1,

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

I would like to thank both parties for their 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,

Michal

Casino.Guru