V.Vegas Casino - Player’s account has been closed and winnings confiscated.

Hello!

I have a problem with this bookie.

After full of verification they closed my account and stole my 8000 zlotych. I opened there an account in 2025 for email vo******92@gmail.com but i forgot about it. I never played there and never made deposit. Never used any bonuses. The account wasn't verified. I totally forgot about it! On 4th April 2026 i opened un account for email pa********er91@gmail.com and i made first deposit, verification etc. Never used bonuses! I won 8000zl and i started make deposit. They asked me about new photo with my ID card and opening site in the same moment. I did it and i get email that my account is verified! So i did withdraw of 2000zl. After this they blocked me and send me a email that my account is blocked and they take all money. Like is said this casino is not recommended. I am feeling rubbish and i don't know what to do in this situation. I would like to know if you can help me in this case. I will be grateful.

Best regards,

Patryk P*****

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.

Dear PAJPER,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have experienced with your account closure and the confiscation of your winnings.

I have also reviewed the screenshot you shared. According to the casino’s message, they concluded that another account already existed under your details and stated that your balance could allegedly only be restored if you agreed to reset most of the funds, while leaving 500 PLN on the account as a "gesture of loyalty."

Situations involving multiple accounts can unfortunately be quite complicated, as most casinos strictly allow only one account per player. This is also why we usually recommend that players carefully check whether they may have created an account in the past before opening a new one, even if the older account was inactive or forgotten.

In order for us to better understand the situation and investigate the matter further, could you please clarify a few additional details?

• Could you please confirm whether both accounts were registered under your real personal details, such as the same full name, date of birth, address, and phone number?
• Could you please double-check and confirm that the first account was never used for any gameplay, deposits, withdrawals, or bonus claims?
• Could you please confirm that the winnings on the second account were generated exclusively from your real-money deposits and not from any bonus or promotional offer?
• Did you reply to the casino’s proposal mentioned in the screenshot regarding the reopening of the account under the condition of balance reduction?

You may also forward any relevant communication or screenshots directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Greetings,

This player is solely a sportsbook player, and has multiple accounts.

Kind regards

Hello,

Never used different account than this one was blocked. It's only one where i played. They stolen all my winnings and closed the account.

Best regards

Dear Vulkan Vegas Casino,

Thank you for your response.

Could you please provide supporting evidence regarding the alleged multiple accounts connected to the player?

At this stage, the player denies knowingly operating multiple accounts, therefore we would appreciate any additional details or evidence that could help us better understand the situation and assess the fairness of the casino’s decision.

You may send the supporting materials directly to my email address at petronela.k@casino.guru if they contain sensitive information.

Thank you in advance for your cooperation.

Hi PAJPER,

Thank you for your patience.

I would like to inform you that we have now received additional information and supporting materials from the casino regarding the alleged multiple-account issue. However, we have requested some further clarification and additional details from the casino in order to better understand the timeline and technical background of the accounts involved.

Once we receive their further response, we will continue reviewing the case carefully and update you accordingly.

Thank you for your continued cooperation and patience while the investigation is ongoing.

Greetings,

The player may continue using the services

Regards

Dear V.Vegas Casino,

Thank you for your cooperation and for the update provided. We appreciate it.

Dear PAJPER,

According to the casino’s latest response, you may now continue using the services.

Could you please confirm whether the issue has been fully resolved from your perspective and whether your account has been restored and is functioning properly?

Thank you in advance for your confirmation.

Hello Team GuruCasino,

I would like to confirm that issue has been fully resolved. I can play and i am waiting for last withdrawal. I would like to thanks you for your help!

Best regards,

Patryk P*****

Dear PAJPER,

Thank you very much for your confirmation and also for your kind words. I’m very happy to hear that the issue has been resolved and that your account is functioning properly again.

Please keep us informed once the final withdrawal is successfully received as well.

Thank you.

Ok. I will do! For this moment I have this kind of information ("In progress") until 3 days.. The money is not visible on my account and don't come yet.. I don't know what to do so I am waiting.

We stay in touch!

Thanks again for all.

Best regards,

Patryk P*****

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PAJPER,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela