I have a main account. I played with bonuses. It's been 5 months since I signed up. I had kyc verification. For 5 months I made three withdrawals. After 5 months. vulkan blocked the account. clone was created two weeks before my main account.
vulkanen har blockerat huvudkontot. Jag spelade på kasinot i 5 månader. Från 10 juli till 15 december. I december skrev de att jag har en klon. Kontot skapades den 13 juli. Jag tog ut 1200 och 1700 euro två gånger. Varför verificacia i augusti. Duplikat visas inte?
Hello,
I guess it depends on when was the "first" I mean the older account, verified. Until both accounts went through the verification, the casino probably has no chance to detect the similarities.
In such cases, the casino should focus on finding whether you gained any sort of unfair advantage by creating a second account. Plus, if there are any doubts about your identity, a tool called verification call should help.
Just to make sure, have any of your winnings been voided? If so, and you need a helping hand, feel free to submit a complaint.
You can do so right here.
the main account was the first.then a second account was created.then the main account was verified .Never a second account. In total, after 5 months they blocked two accounts and took 30tys zl.Is it ok?
I guess you should submit the complaint as I recommended because first, we need to see some pieces of evidence presented by the casino. Without any of this, we can't be sure if the decision was fair.
Anyway, I'd say the first account is always the older one, that's why it's called the first 🤔
God eftermiddag! Jag försökte registrera mig med din länk - men sidan svarar inte. länken är antingen inte giltig eller kom in i blocket av leverantören (eller landet). Jag är från Ukraina! Hjälp till att lösa detta problem! finns det ett annat sätt att registrera sig för en bonus utan insättning? Kanske en kampanjkod? Eller hur löser man detta problem i allmänhet? Tack på förhand för din hjälp! Tack!
Hello,
I tried to access the bonus using the VPN set to Ukraine, and it worked.:
Maybe the problem was caused by your local internet connection. Did you get any errors?
Hello,
I have problem with Vulkan Vegas online casino.
I got this e-mail:
"Your account has been temporarily blocked. We kindly ask you to provide a document which would prove that you were in Lithuania while playing on our website.
Please note that masking IP or location is not allowed on our website. We reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies, including but not limited to VPN and Proxy Servers."
I wasn’t in Lithuania never.
How can I prove that I didn’t used vpn or proxy?
How can I prove that I wasn’t in Lithuania?
How can I prove if I didn't do something?
I won lot of money but they does not fulfill because I need prove.
Can anyone have an idea?
Hello,
may I know under what country have you registered? I must say that even if I'm not using VPN, my IP most often shows quite a different location, so I can easily imagine the same issue.
Well, I would reply to the support, just write what you wrote here.
I see that the complaint has been set, you can learn more about the process using this link in the meantime.
Get back to me with an update, please. I want to make sure that the issue is handled.
Har vunnit 6039eur på vulkan Vegas. Med mina egna pengar inget frispel eller bonus. Har fått ut 4552,42sek. 7 gånger. Saknar fortfarande mycket pengar????
Hello,
I can see that you submitted the complaint saying that you have a problem passing the verification 1 week ago. It would be good to update the complaint (click here) and inform Petronela now.
Did you ask the casino about that?
De blockerade mig och min syster för att de spelade i samma hus, otroligt att vi har 2 olika konton och de blockerade oss båda. De vill inte ens lämna tillbaka hennes pengar till min syster
Hello,
I’m registered in Hungary. I wrote on chat that the browser (Safari) on my Mac identifies the website as a known tracker. I think not my fault if "simple" browser considers the website dangerous.
I didn’t used VPN never. I have never changed my IP address on purpose! I don't even know why the exchange is good?
The Casino offers 0.5 % of the prize now. This isn’t correct.
I have valid KYC check from april 2022. I paid, played and won several times and not was problem.
I had several smaller whitdrawal in the past (2 times in January too of this year) and not was problem never. I think they leave this opportunity open for big wins. They don’t want pay big prize and they can refer for VPN use anytime. I asked from support tell me the dates when I played in Lithuania but I didn’t got answer for my question never!
I won 20000EUR with my own money without bonus but they temporarily blocked my aaccount and didn’t paid nothing.
De blockerade mig och min syster för att de spelade i samma hus, otroligt att vi har 2 olika konton och de blockerade oss båda. De vill inte ens lämna tillbaka hennes pengar till min syster
Hello,
Sadly, I'm quite sure that having two accounts in one household is considered against the rules, and that's a very common rule. To prevent that, you should always ask the casino whether you can both play at the same time in the casino and then save a screenshot with the confirmation. It is strongly unwise to play on the same especially mobile device because that is usually a good proof for the casino that both accounts are eventually used by the very same person - so, do not do that.
Such rules are made for preventing players to abuse bonuses (there is a guide article about bonus hunting), so have you both taken any bonuses- especially welcome bonuses?
Have both your accounts been successfully verified? I guess that even if you used bonuses, the casino should try to verify both accounts by verification call, and then consider possible unfair advantages.
May I ask whether there was an active balance on any of both accounts the moment those were closed?
I hope it was not.
Hello,
I’m registered in Hungary. I wrote on chat that the browser (Safari) on my Mac identifies the website as a known tracker. I think not my fault if "simple" browser considers the website dangerous.
I didn’t used VPN never. I have never changed my IP address on purpose! I don't even know why the exchange is good?
The Casino offers 0.5 % of the prize now. This isn’t correct.
I have valid KYC check from april 2022. I paid, played and won several times and not was problem.
I had several smaller whitdrawal in the past (2 times in January too of this year) and not was problem never. I think they leave this opportunity open for big wins. They don’t want pay big prize and they can refer for VPN use anytime. I asked from support tell me the dates when I played in Lithuania but I didn’t got answer for my question never!
Hello,
I believe that there must be some issue with the IP address, it can be tricky, so hopefully, we will be able to clarify all details with the casino.
I know it is stressful, but still, try to be patient and stay calm 🙏.
KONTOEN VERIFIERADES, VI SPELADE INTE PÅ SAMMA ENHET MEN PÅ SAMMA IP, SOM VI HAR GJORT PÅ ANDRA KASINO, VI BOR I SAMMA HUS OCH VI 2 SPELAR
. VI ANVÄNDER INTE BONUSAR ENDAST RIKTIGA PENGAR
That is good, I hope that the casino will be able to consider our point of view. My fingres are crossed! 🤞
I got this e-mail at today:
Dear Player.
The information that you used VPN was confirmed by the technical specialists of our site. Alas, there is no way to unblock your account.
Best Regards
Yana
VulkanVegas Quality Control Department
Dear Yana,
I asked evidence from support because I know I didn’t used VPN never!
I wait the evidence but I think they not will send never because VPN was excuses only…
I think they lie and I think not correct attitude if they suspect but do not send any specific information.
I have to prove that I was in Lithuania when I wasn't. But nothing to them, they just say everything!
Hello,
It's good that the casino was asked to join the complaint, hence we should be able to learn more about what makes the casino think you used the VPN. 🤔
Let's wait for the next update.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
