The player from Germany had requested an investigation into her situation with Vulkan Vegas, where her account had initially been closed due to gambling addiction. Despite her self-exclusion, she had been able to reopen a new account, received bonuses, and incurred significant losses. She had also reported a missing payment of €353.06 from a €2,500 withdrawal. We investigated the case and found that the player had withdrawn more than she deposited due to an error that allowed withdrawals from a secondary account, which was against the casino’s terms. Both accounts were confirmed permanently closed with no option for reopening. The player accepted the adjusted refund proposal of €2,160, and after receiving the remaining funds, she marked the complaint as resolved.
V.Vegas Casino - Player’s account has been reopened after self-exclusion.
Case closed
Amount: €2,160
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Translation
Dear Casino Guru Team,
I request that you examine the following matter and treat it as a new complaint.
I had a player account with Vulkan Vegas for a very long time. In August 2024, I explicitly requested via email that the provider permanently and irrevocably block and close my account, as I suffer from gambling addiction.
The text of my email was:
"I hereby wish to permanently and irrevocably block and close my account. The reason is my gambling addiction."
Vulkan Vegas responded that verification according to anti-money laundering guidelines was required before the account could be blocked and asked me to upload the relevant KYC documents.
I have not used the account in question since receiving that email.
However, in March 2025 I was able to open a new account without any problems, even though:
- the same phone number was used
- the same identification documents were submitted for verification.
I have made several deposits and withdrawals through this new account, some of them substantial.
In August 2025, I won approximately 2,500 euros. Shortly afterwards, my account was blocked without warning, on the grounds of a "duplicate account".
Following my complaint to you at the time, the credit balance was paid out to me, and the second account was also closed.
However, the following is problematic:
The original account, which should have been permanently blocked in August 2024 due to my gambling addiction, was subsequently reactivated.
I received welcome offers again, including a credit of 150 euros without a deposit.
This happened after Vulkan Vegas already knew my identity, had previously accused me of having a duplicate account, and had paid out my balance. In my view, this clearly indicates that Vulkan Vegas actively and deliberately encouraged me to gamble again, instead of taking into account my previously declared gambling addiction and the requested permanent self-exclusion.
In order to take advantage of this offer, I contacted support and explained that I was no longer addicted to gambling.
I was then granted access again.
In their complaints, they always explicitly point out that while a player account can be reopened after a period of reflection, this does not apply to players who have disclosed their gambling addiction.
In the following seven weeks, I lost a total of around 6,000 euros.
What is particularly critical is that:
-Deposits of several thousand euros per day were possible,
-no protective measures, limits or re-examinations were implemented,
My previous, explicitly declared gambling addiction and the requested permanent self-exclusion were completely ignored.
In my view, Vulkan Vegas has repeatedly violated fundamental principles of responsible gambling. A provider may not lift a self-exclusion order for gambling addiction once it has been declared.
I therefore ask you to check:
1. Whether Vulkan Vegas acted correctly despite a permanent and irrevocable self-exclusion due to gambling addiction.
2. Whether allowing players to play again, granting bonuses, and permitting extremely high deposits constitutes a violation of player protection obligations.
3. Whether, under these circumstances, a full or partial recovery of the lost funds is possible.
I am resubmitting this complaint because I have been informed that my request for a retrial concerns a new set of facts and therefore a new complaint is required.
Thank you for your time and support.
I am available at any time for questions or additional documentation.
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.
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.
- What is the exact date when your second account was closed and your original account was reopened?
- Did you contact the casino’s customer support with a request to reopen your original account? If so, please forward all relevant communication between you and the casino regarding this request to veronika.f@casino.guru.
- During the 7-week period when your original account was active again, did you inform the casino about your gambling addiction at any point?
- Did you make any withdrawals during this period?
- Is your account still accessible, or has it been closed in the meantime?
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
TranslationHello Veronika,
My second account was closed on November 6th after the balance had been paid out. Following my complaint, the previously seized profit, which had originally been withheld due to a duplicate account, was paid out.
I then received welcome offers such as "Welcome back," etc., with a credit of €150 without having to deposit any money into my original account. I made my first deposit on November 25th, so the offers were sent out between November 6th and November 25th.
Only after these events did I contact support and inform them that I was no longer addicted to gambling. Therefore, I have no proof of this.
I did not contact the casino during the seven-week period. During this time, I made several withdrawals.
My account is currently blocked because I blocked myself again.
Dear Sisite21
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, Matej (matej.l@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,
Veronika
Hello Sisite21, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. For now I have all the required information from yourself, in case I need more in the future, I will ask directly. :)
I’d like to invite a representative of Vulkan Vegas Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Dear Sisite21
Thank yo ufor the complaint
Prior to the start of the investigation, may we ask how many accounts you have at Vulkanvegas? Can you name the IDs of your gaming accounts?
Regards
TranslationDear Casino Guru Team,
I still need your help in the following case.
On December 9, 2025, I requested a payment of €2,500.00.
However, according to my bank statement, only €2,146.94 has been received – so €353.06 is missing.
Since then, I have contacted Vulkan Vegas support several times via email and chat. Unfortunately, hardly anything has happened.
It wasn't until January 31, 2026, that I received a so-called receipt, which I was supposed to present to my bank.
On February 4, 2026, I informed Vulkan Vegas that my bank still required the following information:
* Name of account holder
* Sender account number
* Intended use / Reference number
Since then, I have received no further feedback from the casino.
I therefore ask you to investigate this case and support me in clarifying the missing payment.
Thank you in advance for your help!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Matej
In order to investigate the complaint properly, we are kindly asking to extend the timer for another 7 days.
Kind regards
Dear Vulkan Vegas Casino, I can give you extra few days, but I am unable to keep extending the timer indefinitely. If this complaint can be prioritised - since it has been waiting for 2 weeks already - that would be much appreciated. Thank you.
Dear Sisite21, I believe the message from casino states you have withdrawn 3,790 EUR more than you should, therefore there will be no further compensation. For more clarity:
In your original account you have deposited 21,020 EUR and withdrawn 18,860 EUR which leaves you in -2,160 EUR negative balance that should be refunded. However, due to the error, you were able to withdraw additional 5,950 EUR from your secondary account, which should have not happened. When we subtract the 2,160 EUR you are entitled to from the extra withdrawal, you are in surplus of 3,790 EUR over what even Casino Guru would request as a refund amount.
Dear Vulkan Vegas Casino, can you please confirm both accounts now have been permanently closed, with no option for reopening and the player will not be able to re-register using her credentials? Also can you add further details whether I have understood the question of refund correctly, the way I have explained it above? Thank you very much.
Also a friendly reminder for the future: we strongly recommend not to reopen accounts of gambling addicts, no matter what. An addict is not in full possession of their faculties, and would say or confirm anything, just to be able to play again. And as we can see within this complaint, it only leads to further issues, complaints and unnecessary work for support staff.
Gambling addiction is not something that can be "cured" in couple of weeks, and Casino Guru sides with players in majority of cases where account of a known gambling addict has been reopened. Therefore following the simple "once an addict - always an addict" mantra usually proves great for lowering the risk of problems and future complaints.
I will keep this complaint open until the casino confirms definitive closure of the accounts and blacklisting the player credentials for the future. Dear Sisite21, if you have any further issues or questions, please do not hesitate to ask, or send them via e-mail - whichever way is more suitable for you. Thank you.
Dear Matej
"Dear Vulkan Vegas Casino, can you please confirm both accounts now have been permanently closed, with no option for reopening and the player will not be able to re-register using her credentials? Also can you add further details whether I have understood the question of refund correctly, the way I have explained it above? Thank you very much."
We hereby confirm all above is correct.
Both accounts were permanently blocked with no option of unblocking.
Regards
TranslationFurthermore, Vulkan Vegas writes:
This constitutes a clear violation of the casino's terms and conditions, as the casino does not permit the opening of a new account with new data. Unfortunately, the original (blocked) account could not be identified at this time. The amount paid out to account 67344158 is €5,950.00. This should never have happened.
My comments on this:
As already explained in my first complaint, my account was fully verified by you (with the same ID, address, etc.). There was no deception on my part. This constitutes a clear violation on your part. Not only should the disbursed amount of 5,950.00 have never happened, but also my deposits. Therefore, please take these into account in your calculation (account: 6734415).
Furthermore, you credited me with a welcome bonus of €150.00 in November 2025, even though I was no longer allowed to play and my account was blocked. (Account 18240684)
Furthermore, I am still awaiting feedback regarding an incomplete payment.
Dear Vulkan Vegas Casino, can you please confirm whether the secondary account was indeed fully verified via KYC? Thank you.
Dear Sisite21, while waiting for the casino to respond, could you check your bank statements for deposits and withdrawals related to the casino and check whether you are in surplus? If you find out you have deposited more than withdrawn during the time the accounts should have been closed, you can e-mail me the evidence (matej.l@casino.guru) and I will check it with the casino representative.
TranslationThank you. I've paid out 1,800. The rest is still missing.
I would like to thank the Vulkan Vegas Casino for doublke-checking the account details for us. Since the player has agreed to the proposal, I have amended the disputed amount accordingly, to 2,160 EUR.
Dear Sisite21, please let us know once the withdrawal of the remaining 360 EUR has been received on your end, so I can keep track of the progress. Alternatively, if you receive the money and consider the complaint successfully resolved, you can use the "complaint resolved" button. Thank you.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sisite21,
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,
Matej
