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I've had a Vulcan Spiele account for a good few months. The account passed document verification. I made regular deposits. After a few months of playing, I tried to withdraw a ridiculous amount of PLN 350, and at that point, the casino blocked my account, claiming I had multiple accounts. I never used other accounts; I always played from one and didn't create others. It's a very strange decision by the Vulkan Spiele website to block my account.

Posiadam konto na Vulcan spiele parę ładnych miesięcy. Konto przeszło weryfikację dokumentami. Regularnie dokonywałem depozytów. Po kilku miesiącach grania chciałem wypłacić śmieszna kwotę 350zł i w tym momencie kasyno zablokowało moje konto twierdząc że posiadam multikonta. Nigdy nie używałem innych kont zawsze grałem z jednego i nie zakładałem innych. Bardzo dziwna decyzja że strony vulkanspiele o zablokowaniu mojego konta.

Hello,

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 that 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?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

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

Best regards,

Veronika

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No one could create an account from the same IP address.

I played slots and placed sports bets at Vulkanspiele.

The winnings that resulted in my account being blocked were from a deposit bonus offered to regular customers. For about six months of playing at Vulkanspiele, I made both "bonus" and non-bonus deposits. During this time, several withdrawals were processed without any problems, which earned my trust in the casino. I successfully completed the verification process immediately after creating my account. If I had other Vulkanspiele accounts, my account should have been blocked during the verification process.

Could you please send me a screenshot or a link to the most recent bonus you activated and played with?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I didn't use network masking. I only used Vulkan Games through their apps with standard network settings, and the location data was from my actual location.

Nie korzystałem z maskowania sieci. Z vulkan spiele korzystałem tylko poprzez ich aplikacje ze standardowymi ustawieniami sieci a dane lokalizacyjne były z miejsca rzeczywistego

Thank you very much 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear przemyslawpaluch1236,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a VulkanSpiele Casino representative to join this conversation and participate in resolving this complaint.

Dear VulkanSpiele Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear przemyslawpaluch1236,

We are sorry to tell you that according to our data you actually had multiple accounts, because there are 2 people with the same name, date of birth and location (city, to be exact). This is the valid reason from our side to block you from getting access to our casino.

I doubt anyone would use my documents to verify an account under my name. Finding someone's name, surname, and date of birth isn't that difficult, and Facebook is enough. Vulkan games. If I supposedly had two accounts, why did my real account pass the document verification process and not get closed during the verification process?

Wątpię żeby ktoś posłużył się moimi dokumentami żeby zweryfikować konto na moje dane. Imię nazwisko i date urodzenia obojętnie jakiej osoby nie jest tak trudno znaleźć wystarczy do tego no Facebook. Vulkan spiele skoro rzekomo posiadałem dwa konta to dlaczego moje prawdziwe konto przeszło weryfikację dokumentami i nie zostało zamknięte na etapie weryfikacji?

Dear VulkanSpiele Casino,

Could you please provide us with the evidence? Could you also state whether these accounts claimed any bonuses? You can send the proof to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Good afternoon Stefan,  

An email with information regarding this situation has been sent to your address.  

Thank you! 

Vulcan games, so I couldn't get such proof, and you sent it to Mr. Stefan right away 😉 In any case, I should have been informed about the whole situation earlier, not after making 20 deposits and attempting a withdrawal. Especially since the document verification was done much earlier, before the first deposit. Your practices are fraudulent. That's why I verify my documents before depositing, so that my account doesn't get blocked!!! Thank you!

Vulcan spiele czyli ja takich dowodów dostać nie mogłem a panu Stefanowi wysłaliście od razu 😉 tak czy inaczej o całej sytuacji powinienem być poinformowany wcześniej a nie po zrobieniu 20 depozytów i próbie wypłaty. Tym bardziej że weryfikacja dokumentami została zrobiona dużo wcześniej i przed pierwszym depozytem. Wasze praktyki to oszustwo. Po to robię weryfikację dokumentami przed wpłata żeby nie dochodziło do sytuacji blokady konta!!! Thank you

Dear przemyslawpaluch1236,

We were provided with the evidence that you have created multiple accounts and claimed a no-deposit bonus in both accounts. I am afraid that this behaviour is strictly prohibited and against the casino's terms and conditions.

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.