Vulkan Vegas Casino - Ο παίκτης κατηγορήθηκε ότι άνοιξε πολλούς λογαριασμούς.

My I would have two acc. and I tell them no, I only have one. When I asked for proof, they didn't answer at first. Now that's the way it is, I have 6000 euros on it and I played for the first time, so it can't be. I insist on getting my money.

Die meinen Ich hätte zwei acc. und ich sage denen nein ich habe nur einen. Auf meine Anfrage für ein beweis antworten die erstmal nicht. Jetzt ist das so ich habe da 6000 Euro drauf und ich habe zum erstenmal Gespielt also kann das nicht sein. Ich bestehe darauf mein Geld zu bekommen.

Dear Mehmet,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

Could you please advise if you’ve redeemed any promotional offers from this casino?

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

Best regards,

Petronela

Hello Petronela,

i have an older brother at home. Known as Ahmed. I asked him if it was his email address but he is currently unavailable because he is on business.

Nevertheless we are two different people and I don't know his email address and I only have the email address that was given.

I thank you.

With best regards

Mehmet ***

Hallo Petronela,

ich habe einen älteren Bruder zuhause. Der unter dem Namen Ahmed bekannt ist. Ich habe ihn gefragt ob es seine email Adresse ist er ist aber zur Zeit nicht erreichbar weil er geschäftlich unterwegs ist.

Dennoch sind wir zwei verschiedene Personen und diese email Adresse von ihm ist mir nicht bekannt und ich selber besitze nur die email Adresse die angegeben wurde.

Ich bedanke mich bei Ihnen.

Mit freundlichen Grüßen

Mehmet ***

Oh and no, I've never redeemed any promotional offers from this casino.

Achja und nein ich habe noch nie Werbeangebote von diesem Casino eingelöst.

Thank you, Mehmet, for your reply. Could you please advise if your account has been successfully verified in the past?

Yes, my account was verified and confirmed a few days ago under the account I gave you.

Ja mein Konto wurde vor paar Tagen unter dem Account den ich ihnen angegeben habe verifiziert und bestätigt.

As I said, the east is my only account.

Wie gesagt der ost auch mein einziger Account.

Thank you very much, Mehmet, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Mehmet,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint. All supporting evidence can be sent directly to my email address: peter.m@casino.guru.

Dear Mehmet

Please tell me, are you and your brother twins?

The reason I am asking is cause within two accounts the same date of birth is specified, the same Samsung is used at a gameplay...

Thank you

Hello,

We are about to provide all the info to Casino Guru

But I can tell you for sure, here is what they are gonna see:

a) Both accounts have the same DOB

b) Both accounts were assessed with the same device - Samsung Galaxy S20

Regards

Hi all,

Thanks for your replies.

Dear Vulkan Vegas Casino team,

Please send the evidence to my email address: peter.m@casino.guru.

Hi Peter,

what is the current situation, do you have any news for me?

Hallo Peter,

wie ist die aktuelle Lage, haben Sie Neuigkeiten für mich?

Hi Mehmet,

I'm still waiting for the evidence from the casino, I will keep you updated.

Hi Peter,

are you still waiting for the evidence?

Why does it take so long?

I'm sorry if I get on your nerves, but you will understand that I want this cleared up as soon as possible.

Hallo Peter,

warten Sie immernoch auf die Beweise?

Wieso dauert das so lange?

Tut mir leid, wenn ich Ihnen damit auf die Nerven gehe, aber Sie verstehen sicherlich das ich das so schnellst wie möglich geklärt haben möchte.

All the evidence will be provided in the timely manner

Kind regards

Thank you Vulkan Vegas Casino team for the evidence provided.

Dear Mehmet,

The casino provided evidence that confirms the claims above. I'm afraid I can't help you with this one. The chances of registering an account with my brother's date of birth from the same device by mistake are quite low. I can only recommend you to be more careful when registering an account in a casino. If you disagree with our decision, you can turn to the Curacao gaming authority and submit a complaint to them. I wish I could help you more.

Best regards,

Peter