The player from Hungary had completed KYC verification and received confirmation that his account was in good standing before making a deposit. After winning 220,500 HUF, his account was blocked for alleged duplicate accounts, despite having only one account and prior confirmation from support. The Complaints Team had attempted to gather more information from the player but, due to a lack of response, the complaint was closed at that time. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Fiery Play Casino - Player’s account has been closed after a withdrawal request.
Closed
Our verdict
Player stopped responding
Amount: 220,500 Ft
Fiery Play Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 year ago
registered on 04.26
i sent and they accepted kyc verification, passport, address, cards and bank statement.
i also asked support after they accepted my every documents that everything is correct/ok with my account ! they said yes everything fine !
so i made a deposit with bonus (bonusmoney + freespins).
i lost my real money than i lost bonusmoney than i successfully wagered the remaining bonusmoney from freespins. after that i won 220 500 HUF. started a withdrawal process than they blocked my account :SS
talked with support again, they said i have duplicate accounts but i clearly only made one account and i made sure everything is ok to deposit and play.
i only have access to a public computer but they couldnt say any specific information about the "duplicated accounts" :S
im sorry but what bs is this ? i contacted them if everything is ok to deposit and play,they said yes everything is ok than they block me when i win and tryin to withdraw 😕
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1 year ago
Dear bodesz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VulkanSpiele Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share a screenshot of the website where you played with the web address visible?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share the communication you received from the casino containing the allegations against you?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 year ago
Dear bodesz,
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.
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1 year ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
