Fiery Play Casino - Player’s account is closed.

Complaint title: Unjustified account blocking after successful verification – Vulkan Spiele

Description of the situation:

I'd like to file a complaint against Vulkan Spiele Casino. My account was blocked for allegedly having multiple accounts (multi-accounting – see section 5.5.4 of the terms and conditions), which is untrue. This is my only account at this casino.

Key facts:

Today I passed the full identity verification procedure (KYC).

At 11:51, the live chat agent confirmed to me that my account had been successfully verified (I have attached a screenshot of this conversation).

Right after asking to withdraw my winnings of PLN 900 to my cryptocurrency wallet, my account was suddenly blocked.

The casino did not provide any evidence of the existence of the alleged other accounts.

I believe the hold is unfounded and was imposed solely to prevent me from withdrawing my funds. I am asking for help in mediating and recovering my money.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• What types of games did you play to accumulate your winnings?

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

Best regards

Veronika

It's possible someone could have used my IP and created a casino account, but I don't know anything about it. Secondly, my phone has been hacked three times. I've never used any IP changer software or VPNs. I usually played one game, won, and wanted to request a withdrawal, but right after verification, my account was suddenly blocked.

So what's next? 900 PLN isn't a small sum. Secondly, the account was blocked immediately after verification.

Could you please explain in more detail the issue with your phone being hacked?

When exactly was your phone hacked? Did you have an active account at this casino at that time?

Unfortunately, I don't remember the exact date. I've had my phone hacked three times. It was a while ago, but I definitely had an account at this casino. The last time my phone was hacked was about two or three weeks ago.

Please forward me all the communication between you and the casino customer support regarding the allegations of you having multiple accounts at veronika.f@casino.guru. Kindly include the email you received from the casino after your account was blocked as well. If possible, please send me the entire email conversations, not just screenshots. Thank you for your cooperation.

How can I send the entire conversation when they changed the website and everything is deleted by them and I can't log in to the account because it says it's blocked.