The player from Germany had his account blocked by Vulkan Games after he won €500 and attempted to withdraw. The operator claimed it was due to multiple accounts, which he denied, stating he had only registered one. He sought assistance in accessing his winnings after unsuccessful withdrawal attempts. After reviewing evidence provided by the casino, including confirmation of multiple accounts using the same device and the use of welcome bonuses on all accounts, the complaint was rejected. It was noted that sharing devices could lead to violations of casino terms, and the player was advised to contact the licensing authority if he disagreed.
Fiery Play Casino - Player's account is closed after a withdrawal attempt.
Closed
Our verdict
Unjustified complaint
Amount: €500
Fiery Play Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
I registered with Vulkan Games, verified my account, and played. I only made deposits, and yesterday, February 22nd, I won €500. I wanted to withdraw it, but the withdrawal was reviewed and approved. Then I was kicked out of the system and my account was blocked. According to the operator, the reason was multiple accounts in the system, which is absolutely untrue. Now I'm trying to access the money to withdraw it. This was my first withdrawal; I usually only make deposits. This seems suspicious to me, since I can deposit and play despite the supposed duplicate account, but then I'm not allowed to withdraw. I can assure you 100% that I only opened one account on this portal, and therefore, the operator is arbitrarily refusing to pay me the money. Attempts to withdraw via various channels, such as bank card and bank account, were all rejected. After that, I chose Skrill as the withdrawal method, where I'm registered with a different email address than the one used in the casino. Perhaps that's the reason for the player account being blocked. Please help me find a way to get my money back.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear FLORIDA25,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand the situation, please allow me to ask you a few questions:
- Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
- Could you please confirm whether you have successfully completed full KYC verification and specify which documents you have already submitted?
- Did you accumulate your winnings with or without an active bonus?
Your answers will help us review your case more thoroughly.
I hope we will be able to assist you in resolving this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petra
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3 months ago
TranslationHello, it's nice that you contacted me. I have several people in my circle who can use the same computer and therefore have the same IP address. Sometimes it's also unavoidable that we share a phone to look at things, register, etc. That's why I'm so outraged that my account was blocked without warning. The proof that I only have one account is clear, as I only actively played and deposited on one. I definitely started the verification process; some documents were checked and accepted. However, I don't know if two documents are verified and valid because I can no longer access my account. The withdrawal was initially approved, and then I was immediately blocked. I would like to thank you in advance for your efforts to help me.
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2 months ago
Dear FLORIDA25,
Thank you for your reply and for providing the previous details.
Could you please clarify the following:
- Which verification documents have already been accepted?
- Can you confirm the email address you used to register your account at Vulkan Games and the email address associated with your Skrill account?
- What was the exact message from the operator when your account was blocked?
- Have you contacted customer support regarding the account blocking? If so, what was their response?
You can send all relevant documents to my email: petra.h@casino.guru or post screenshots directly to this thread.
Thank you again for your cooperation.
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2 months ago
TranslationI wrote an email directly to her. Unfortunately, the evidence/documentation is rather sparse; I didn't expect to have to keep all my records regarding VulkanSpiele and to be banned there for some incomprehensible reason! I still see it this way: whoever deposits money into their account from their bank account owns that player account. I only transferred money to one account, so the claim that I have multiple VS accounts is complete nonsense.
Thank you for your support.
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2 months ago
TranslationHey, I took a screenshot a few days ago when I repeatedly tried to find a solution with customer support to reopen my gaming account, which VulkanSpiele Casino had wrongly blocked. In this recording, you can see that the attempted withdrawal of approximately €500 was the reason for the block. When I pointed out in the conversation that they were only trying to prevent me from withdrawing my winnings with this block, they answered with "YES"! Screenshot attached.
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2 months ago
Thank you for your reply and for providing the previous details, FLORIDA25.
Could you please send me the above-mentioned screenshot or any other communication you have regarding this situation?
You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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2 months ago
Translationhey,
I've sent you another email and attached the documents. If you need any further information or documents, please let me know. I'm happy to help!
LG
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2 months ago
TranslationDuring my research on casinos, especially Vulkan games, I learned and discovered a great deal. When it comes to issues like legality, disreputability, potential fraud, or similar concerns, two or three key points immediately stand out that are always related (found on pretty much every website that deals with payouts, a provider's trustworthiness, or fraud).
These are, firstly, the issues of account suspension – due to multiple accounts and larger wins (as in my case), and withholding funds – withdrawals aren't deducted from the real money balance but remain pending – naturally, you lose it and the payout never occurs – VulkanSpiele, for example, operates this way. And although many withdrawal methods are offered, it's very cumbersome to find the right one or to use the one that is actually recognized by the system. The first point I mentioned above only reinforces my suspicion that I was arbitrarily suspended after a large win.
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2 months ago
Dear FLORIDA25
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 Mirka (miroslava.d@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,
Petra
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2 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite VulkanSpiele Casino representative to join this conversation.
Dear VulkanSpiele Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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2 months ago
Good afternoon, Casino Guru team and FLORIDA25!
After a detailed review, we have identified that multiple accounts are interconnected based on several matching parameters. Additionally, no-deposit registration bonuses were claimed across these accounts.
According to our Terms and Conditions, creating and using multiple accounts to obtain such bonuses is strictly prohibited and is considered a violation of our rules.
As a result of this breach, the accounts have been permanently restricted, and unfortunately, there is no possibility of reinstatement or unlocking.
Thank you for your understanding.
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2 months ago
TranslationThat's just made up, because I deposited money into my account right from the start. I don't know what other players did, and it's none of my business. The fact is, and I'll repeat myself, that I'm part of a large network of people, and of course, I helped friends create accounts. You can't accuse me of having a duplicate account! I only had one account, and I only played on that one – that's a fact. Furthermore, I checked with my friends and girlfriend, and their accounts are still open. Why? I'd be happy to explain – because players are supposed to deposit money; only when they win are the accounts blocked, like mine! Feel free to read some articles online (you won't have to search for long, there are plenty). Anything related to the trustworthiness of a casino will repeatedly emphasize that casinos block accounts on the grounds of "duplicate account" to prevent payouts!
It's shameful what they're doing; they're lying to me and others! They're not interested in my position on the situation at all, but they will be soon!
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2 months ago
Dear VulkanSpiele Casino,
Please send me evidence of the aforementioned actions to miroslava.d@casino.guru.
Thank you.
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1 month ago
Good afternoon Mirka,
The letter with the evidence has been sent to your email
Thank you in advance
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1 month ago
Dear FLORIDA25,
After reviewing evidence provided by the casino along with your previous claims, we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in multiple accounts. Furthermore, use of welcome bonuses on all accounts has been confirmed, which arises another issue in connection with the suspicion of multiple accounting.
Please note that it is very important not to share your device with others when accessing online casino accounts, as this can lead to complications and serious violations of casino terms.
If you disagree with us, you can always contact the licensing authority.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Mirka
