Vulkan 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*****

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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