The player from Poland faced account blockage at Vulcan Spiele after attempting to withdraw PLN 350, with the casino claiming he had multiple accounts. He asserted that he had only used a single account and questioned the rationale behind the decision. The Complaints Team investigated and received evidence from the casino indicating that the player had indeed created multiple accounts and claimed bonuses on both, which violated the casino's terms and conditions. Consequently, the complaint was rejected, and the player was advised to reach out for assistance with any future issues.
Fiery Play Casino - Player's account is closed due to alleged multiple accounts.
Closed
Our verdict
Unjustified complaint
Amount: 350 zł
Fiery Play Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
I've had a Vulcan Spiele account for a good few months. The account passed document verification. I made regular deposits. After a few months of playing, I tried to withdraw a ridiculous amount of PLN 350, and at that point, the casino blocked my account, claiming I had multiple accounts. I never used other accounts; I always played from one and didn't create others. It's a very strange decision by the Vulkan Spiele website to block my account.
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9 months ago
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 that 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?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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9 months ago
No one could create an account from the same IP address.
I played slots and placed sports bets at Vulkanspiele.
The winnings that resulted in my account being blocked were from a deposit bonus offered to regular customers. For about six months of playing at Vulkanspiele, I made both "bonus" and non-bonus deposits. During this time, several withdrawals were processed without any problems, which earned my trust in the casino. I successfully completed the verification process immediately after creating my account. If I had other Vulkanspiele accounts, my account should have been blocked during the verification process.
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9 months ago
Could you please send me a screenshot or a link to the most recent bonus you activated and played with?
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8 months ago
Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
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8 months ago
TranslationI didn't use network masking. I only used Vulkan Games through their apps with standard network settings, and the location data was from my actual location.
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8 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Dear przemyslawpaluch1236,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a VulkanSpiele Casino representative to join this conversation and participate in resolving this complaint.
Dear VulkanSpiele Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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8 months ago
Dear przemyslawpaluch1236,
We are sorry to tell you that according to our data you actually had multiple accounts, because there are 2 people with the same name, date of birth and location (city, to be exact). This is the valid reason from our side to block you from getting access to our casino.
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8 months ago
TranslationI doubt anyone would use my documents to verify an account under my name. Finding someone's name, surname, and date of birth isn't that difficult, and Facebook is enough. Vulkan games. If I supposedly had two accounts, why did my real account pass the document verification process and not get closed during the verification process?
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8 months ago
Dear VulkanSpiele Casino,
Could you please provide us with the evidence? Could you also state whether these accounts claimed any bonuses? You can send the proof to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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8 months ago
Good afternoon Stefan,
An email with information regarding this situation has been sent to your address.
Thank you!
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8 months ago
TranslationVulcan games, so I couldn't get such proof, and you sent it to Mr. Stefan right away 😉 In any case, I should have been informed about the whole situation earlier, not after making 20 deposits and attempting a withdrawal. Especially since the document verification was done much earlier, before the first deposit. Your practices are fraudulent. That's why I verify my documents before depositing, so that my account doesn't get blocked!!! Thank you!
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8 months ago
Dear przemyslawpaluch1236,
We were provided with the evidence that you have created multiple accounts and claimed a no-deposit bonus in both accounts. I am afraid that this behaviour is strictly prohibited and against the casino's terms and conditions.
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.
