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Hello, I played Vulkanspiele casino and won a large amount of money. They asked me to confirm the documents, I confirmed everything, I made sure I paid, after a while they blocked me. They wrote that I have several accounts, although that is not the case!. They block me, then if they want to take the winnings, let them block me, how do we transfer the money to them, they confirm the documents and then they block me.

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello, I played slot machines, I put money into the account myself, no one could really create anything, they let me put the money in, they approved the documents, I just had to pay, they blocked it immediately.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Tomukas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I wouldn't have guessed €20,000 right away, but I definitely wouldn't have blocked €500. There are scammers here who only cheat and steal from people.

Dear Tomukas,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you Tomukas for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VulkanSpiele Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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’ which may negatively affect its rating.

Good afternoon, Casino Guru team and Tomukas,

We apologize for the delay in getting back to you.

After carefully reviewing the situation, we identified that multiple accounts associated with the user were created on the website and that bonuses — including no-deposit bonuses — were used across these accounts. This falls outside the scope of our rules.

As a result, the account remains blocked.

Thank you for your understanding.

Thank you for the update VulkanSpiele Casino representative. Would it be possible to provide me with evidence of multiple accounts associated with the user? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Good afternoon, Peter,

We’ve sent you the details regarding this matter by email. Please take a moment to review the information when convenient.

Thank you in advance.

Thank you for providing me with the evidence VulkanSpiele Casino representative. I have responded to your email, and I await your response!

Dear Tomukas, I will keep you updated about any new developments. Thank you for your patience during this time!

Good afternoon, Peter,

We’ve sent you an email with a detailed response regarding this situation.

Thank you in advance!

Hello, I'm waiting for an answer to see if the truth will come out

Thank you for providing me with the evidence VulkanSpiele Casino representative.

Dear Tomukas, The casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an established industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.