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Hello, I have a problem below, that a Vulkanspiele casino site is blocking me after I deposited money and won, claiming that I have multiple accounts, while I personally created one account and they said that the account will not be unlocked and I will not get my money back, even though I said that I would take the matter to court.

Üdvöslöm nekem lenn egy olyan problémám, hogy egy vulkánspiele kaszinó oldalról tiltak miután feltöltésem a pénz és nyertem arra hivatkozva, hogy több fiókom is van miközben én személy szerint egy fiókot csináltam és azt mondtak hogy a fiókot nem oldják fel és a pénz sem kapom visza hiába mondtam hogy jogi útra viszem majd az ügyet.

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Dear Virag123,

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 fully understand the situation.

• 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?
• 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

Hello, I don't know if anyone else has registered, or if the verification was successful because my account was blocked and I wagered the amount with a bonus.

Üdvöslöm nem tudok róla, hogy más regisztrált volna e, illetve nem tudom hogy sikerült e az ellenőrzés mert blokkolták a fiókom, és bónuszszal forgattam meg az összeget.

Hello, I was able to find some solution, because I would be happy if we could find a solution as soon as possible, because I am really taking things to the legal route.

Üdvözlöm sikerült valamilyen megoldást találni,mert örülnék ha mihamarabb találnánk valami megoldást, mert tényleg jogi útra viszem a dolgokat.

Please forward me all the conversations between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. These can be screenshots, chat transcripts and emails you received from the casino after your account was blocked. Thank you for your cooperation.

Hello, I sent the picture.

Üdvözlöm elküldtem a képet.

Dear Virag123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Virag123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the VulkanSpiele Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please provide us with any evidence of a second account at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Good afternoon, Martin, 

The user’s account was indeed blocked due to a violation of our terms and conditions, specifically the registration of more than one account and the misuse of bonuses.

Detailed information regarding this situation has been sent to your email.

Thank you for your understanding.

Dear Virag123,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin