Vulkan.bet Casino - L'account del giocatore è stato chiuso.

I was blocked for having multiple accounts when I only have one account.

Me bloquearon por múltiples cuentas cuando solo tengo una sola cuenta

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Dear jose0101,

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?
• 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

1 - In the neighborhood, because we use the same local internet provider, our connections might appear under the same public IP, but we are individuals with completely independent residences and finances.

Firstly, each payment was made from completely different wallets, in the name of each person's account holder.

We are willing to make KYC verification calls if necessary.

According to VulkanBet, there are 3 accounts that are blocked.

2- I have successfully completed my identity verification process. My neighbor is also willing to complete his own KYC immediately, including selfies, identity documents, and proof of his Binance account, to demonstrate that there is no identity duplication.

3- The winnings were generated while the bonus was active. However, all wagering requirements (rollover) were legitimately met. The fact that I used a bonus does not negate the fact that we are two separate account holders with funds from independent financial sources (Binance). If I were blocked for using bonuses legitimately, I believe that would be false advertising by the casino, especially since I also played and risked my real money.

1 - En el barrio debido a que usamos el mismo proveedor de internet local, nuestras conexiones podrían aparecer bajo la misma IP pública, pero somos individuos con residencias y finanzas totalmente independientes.

En primer lugar cada pago se realizó desde billeteras totalmente diferentes, a nombre del titular de cada persona.

Estamos dispuesto a realizar llamadas para verificación KYC si es necesario.

Según VulkanBet, hay 3 cuentas que están bloqueadas.

2- Yo he completado mi proceso de verificación de identidad de forma exitosa. Mi vecino también está dispuesto a completar su propio KYC de forma inmediata, incluyendo selfies, documentos de identidad y pruebas de su cuenta de Binance, para demostrar que no existe duplicidad de identidad.

3- Las ganancias se generaron mientras el bono estaba activo. Sin embargo, se cumplieron todos los requisitos de apuesta (rollover) de manera legítima. El hecho de haber usado un bono no invalida la realidad de que somos dos titulares distintos con fondos provenientes de fuentes financieras (Binance) independientes. Si me bloquearan porque he usado bonos legítimamente creo que sería publicidad engañosa del casino, además también he jugado y arriesgado mi dinero real.

I want to emphasize that I have been playing and withdrawing correctly up until the moment I accumulated that amount of money.

Quiero recalcar que he estado jugando y retirando correctamente hasta el momento en que acumulé esa cantidad de dinero.

Have you and your neighbours ever used the same device to access your casino accounts?

Please forward me the communication between you and the casino customer support regarding the allegations made against you at [email protected]. Thank you for your patience and cooperation.

At no time, each on their own device.

En ningún momento, cada uno en su propio dispositivo.

I've sent you the evidence

Te he enviado la evidencia

Hello jose0101,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jose0101;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected] please also resend evidence to this email.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru