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So my account was blocked, I got in touch, they said I did a lot of accounts, but it wasn't me who did the accounts, I have my husband and son's account, only theirs is zero, mine has real money that I won and made a deposit too, then I requested a withdrawal by astropay and blocked the account. this is unfair I do not recommend this Casino.

My husband and son do math and this had never happened before, only they blocked mine because I have money there and they take the money, I just can't recommend it.

Então minha conta foi bloqueada entrei em contato disseram q fiz muitas contas só q não fui eu q fiz as contas tem conta do meu marido e do meu filho só q a deles tá zerada a minha tem dinheiro real q ganhei e fiz depósito também aí solicitei saque pela astropay e bloquearam a conta.isso e injusto eu não recomendo esse Casino.

Meu marido e meu filho faz contas e isso nunca tinha acontecido antes só eles q bloquearam a minha pq tenho dinheiro lá e p eles pegarem o dinheiro só pode não recomendo.

Hello fernandacristina570,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise who was the first to create account there? Did any of the accounts used a bonus in the casino? Why did both of them have account as well if they are not using it at all? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning everyone who made the accounts used the bonus and I was the first to create the account and I told them about this Casino and they wanted it too. the last time was Monday.

And they are not using the account because they are afraid of depositing money in the account and they will block it too.

Bom dia todos q fizeram as contas usaram o bônus e eu fui a primeira a criar a conta e falei p eles desse Casino e eles quiseram também.a última vez foi segunda feira.

E eles não estão usando a conta pq estão com medo de depositarem dinheiro na conta e eles bloquearem também.

Have you ever used the same IP or device with anyone else to play in the casino?

It wasn't me who used it, it was my husband who

Used my cell phone.

Não fui eu q usei foi meu marido que

Usou meu celular.

Hello fernandacristina570 and thank you for all the information. As long as you was the first one who created the account in this casino, the casino should allow you to verify yourself and let you play. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK thank you

Ok muito obrigado

Hello fernandacristina570,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vulkan.bet Casino to the conversation to participate in the resolution of this complaint.

Hello all,

Thank you for the complaint

We can indeed confirm that there are at least three (3) accounts, that registered on the same date, used the same device, activated the no-deposit bonus.

Just a kind reminder of the T&Cs:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.)."

The author of the complaint (Player Id: 36722674) registered the account at 11.09.2022 19:35:44 (UTC)

The second account (Player Id: 36720776) registered the account at 11.09.2022 18:53:41 (UTC)

The third (Player Id: 36728245) at 11.09.2022 22:02:05 (UTC)

Hope this clarifies the actions by our anti-fraud dept.

Kind regards

Thank you Vulkan.bet Casino team for your reply.

Could you please send the evidence supporting these claims to my email address ([email protected])? All sensitive information can be blurred out.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello fernandacristina570,

Unfortunately, it seems that the casino stopped responding. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded ([email protected]). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved.

Dear Vulkan.bet Casino team,

Please provide the requested evidence to my email address ([email protected]).

Hello,

Thank you for reopening the case.

The details have been provided via e-mail.

Kind regards

Thank you, Vulkan.bet Casino team for the provided evidence.

Dear fernandacristina570,

After reviewing the evidence from the casino, I'm afraid we will have to reject your complaint. The evidence suggests that the accusation of opening multiple accounts is well-founded. I can only recommend you avoid opening more than one account per casino in the future. I wish I could be of more help.

Best regards,

Peter