The player from Germany had her account blocked by Vulkan Vegas, citing a "duplicate account," despite having previously requested the closure of her old account and successfully verifying the new one. The blocking occurred shortly after she won approximately 2,500 euros. The issue was resolved when her account was unlocked, allowing her to successfully submit her winnings. The Complaints Team facilitated communication between the player and the casino, leading to a satisfactory outcome.
Vulkan Vegas Casino - Player’s account is closed due to alleged duplication.
Resolved
Our verdict
Case closed
Amount: €2,500
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Hello everyone,
I hope someone can help with my case.
I had an account with Vulkan Vegas for a very long time. In August 2024, I requested that my account be permanently blocked via email (I have the email in my possession). I haven't used this account since then.
In March 2025, I opened a new account—verified with the same phone number and the same ID documents. Since then, I've made several deposits and withdrawals—and not insignificant amounts. I can also provide proof of the withdrawals.
In August 2025, I won about 2,500 euros – shortly thereafter, my account was blocked without warning, citing a "duplicate account."
In my opinion, there is no duplicate account because I explicitly closed my first account and the new account had been verified for months.
What is striking is that the blocking occurred exactly at the time when I had made a large profit.
Can someone please help me or give me advice on how to proceed?
Thank you very much for your support.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What was the reason you asked the casino to block your account?
- Could you please share with me your communication with the casino regarding the issue, including the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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6 months ago
TranslationHello Thomas,
I would like to clarify the current situation regarding my Vulkan Vegas account. I permanently closed my first account in August 2024 due to my problematic gambling behavior. I informed Vulkan Vegas of this in an email, which I am happy to enclose for your confirmation:
Quote from my email to Vulkan Vegas:
"Ladies and Gentlemen,
I hereby wish to permanently and irrevocably block and close my account. The reason is my gambling addiction. I provided the following contact information upon registration:
************************************
Since that request, I haven't used the account again. Unfortunately, my first account wasn't closed properly, which caused considerable confusion. I would like to point out that by not closing my account, Vulkan Vegas has violated its responsible gaming obligations, as I specifically requested a suspension.
Additionally, I would like to emphasize that the second account, which is now considered "duplicate," was verified by Vulkan Vegas. This was done using the same documents as the first account (ID, payment method, and withdrawal method). There have been multiple deposits and withdrawals, which I can verify with bank statements. I request that Vulkan Vegas consider the verification of the second account and investigate why the account has now been blocked despite these verified details.
I would also like to expressly clarify that I did not provide any false information when registering the second account and did not violate the rules in any way. I always used the correct, verified information and assumed that my new account was being managed correctly.
The timing of my account suspension—especially after a large win—is very striking to me. It raises the question of whether the suspension was for commercial reasons, as it occurred precisely after a €2,500 win. I would like to note that this raises the suspicion that the account suspension may not have been due to an actual violation of the Terms and Conditions, but rather related to the win. It would be helpful if Vulkan Vegas could comment on this.
Many thanks for your support!
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6 months ago
Dear Tomas,
Please kindly refer to the script below (by support and the player).
We are confident, that the casino acted professionally and did their best to prohibit player from any gameplay/deposit/etc.
Also, please kindly mind, that the e-mail of the player is different, as well as the phone number
Regards
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6 months ago
TranslationFirst of all, thank you very much for the feedback.
I can confirm that the registrations used two different email addresses. However, I can't confirm that they also used two different phone numbers. I only had one cell phone, so I can't imagine the information being different.
Furthermore, my first account hasn't been active since it was blocked. I successfully verified my second account using the same information—i.e., the same address, date of birth, place of birth, and ID.
I ask you, Vulkan Vegas, to consider that I have not made any false statements. I have acted to the best of my knowledge and belief and hope for a fair resolution.
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6 months ago
TranslationI would also like to point out that I received bonus offers both three days after the ban and several months later. I doubt that this indicates that you intended to prohibit me from playing. I have forwarded these emails to Thomas.
I stopped using my first account. I specifically asked you to close it.
I have properly verified my second account. The personal information I provided was correct. I request confirmation, as well as confirmation that several withdrawals have been processed.
Therefore, I insist on receiving the money I won.
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6 months ago
Thanks to both parties for your reply.
Dear payer,
- Have you verified your original account at any point in the past?
Please let me know.
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6 months ago
TranslationYes, I have .
As already mentioned, both accounts were verified with the same documents and personal information: address, place of birth, etc.
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
TranslationThank you.
I also hope that a solution is possible here and that the money I won will be paid out.
If this does not happen, I will contact the consumer protection agency and the relevant supervisory authority.
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5 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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5 months ago
Dear Sisite21,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
Dear Vulkan Vegas Casino,
I am writing to request a comprehensive explanation regarding this case. Specifically, I would like to understand how the player was able to create a new account after the closure of a previous one due to a gambling problem, despite using the same personal information during registration.
As I understand, players are required to provide their full name, date of birth, and residential address when registering. Could you please clarify why these data points were not matched with the details associated with the self-excluded account?
Your detailed response is essential to ensure a fair, transparent, and responsible resolution of this matter.
Thank you in advance for your cooperation and timely attention to this request.
Best regards,
Kubo
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5 months ago
TranslationDear Kubo,
Thank you again for processing my complaint and for your support in this case.
Unfortunately, there have been no new developments so far. I am currently not in any further contact with Vulkan Vegas, as the casino's last communication merely referred to an alleged violation of the Terms and Conditions and claimed that my winnings were withheld due to a so-called duplicate account.
However, I would like to emphasize that Vulkan Vegas itself has violated its own responsible gaming obligations in this regard. My first account was permanently closed explicitly due to my gambling addiction, yet the casino later re-verified me and allowed me to play again – using the same personal details.
While my deposits were always accepted without restrictions, my account was only blocked after a large win, which gives the impression of an unfair and selective application of the terms and conditions.
I continue to hope for a fair and responsible resolution of this case and thank you for your support so far.
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5 months ago
TranslationI would also like to point out that the clause to which Vulkan Vegas refers in this case – the so-called double account clause – is invalid in this context.
Vulkan Vegas refuses to pay out my winnings, citing an alleged violation of the Terms and Conditions (duplicate account).
However, this argument is not tenable because:
-the so-called "double account" was created exclusively through the negligence of the casino,
-I have not provided any false information during registration and have used the same identity documents as for the first account,
-and the casino deliberately verified my data and thus actively approved the account opening.
According to the general principles of contract law, no one can rely on a rule if the alleged breach was made possible or caused by his or her own misconduct.
This contradicts the principle of "venire contra factum proprium" – the prohibition of contradictory behavior.
Given that Vulkan Vegas acknowledged my case over three weeks ago but has not yet taken any steps to resolve it, I would like to expressly state that if the casino does not respond promptly within the allotted timeframe, I will file a formal complaint with the Curaçao eGaming regulatory authority.
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5 months ago
Dear Kubo
Please find the explanations below:
1) Please refer to the screenshot of the script. The operator clearly indicated, that the account was completely limited (the player was not able to play, deposit). In order to proceed with the account block, the player was requested to provide an additional document.
2) The player never provided the requested document, thus the account remained unlocked, but fully limited (which completely aligns with the RG policy)
3) As mentioned before, the may have only one account at a casino. The player clearly breached this condition. We do not observe any violations from a casino perspective.
Regards
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5 months ago
TranslationDidn't you verify my account using the personal details I provided, which exactly matched the information in the first account? Didn't you allow deposits for weeks and only block my account when I made large winnings?
You verified my account and thereby violated your own terms and conditions.
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5 months ago
TranslationWith reference to your statement that, in your view, there has been no violation on your part, I comment as follows:
Self-exclusion August 2024
In August 2024, I explicitly and in writing requested the permanent and irrevocable blocking of my then-current account – explicitly citing gambling addiction.
According to German gambling law (Section 8 of the 2021 State Treaty on Gambling) and European player protection regulations, providers are obliged to implement such self-exclusions immediately and not allow banned players to participate in gaming operations again.
A self-exclusion may not be made dependent on the subsequent submission of further documents.
Your justification that the ban was not completed due to a lack of additional documentation does not release you from your legal obligation to implement the ban and exclude me from further participation.
My new account with the same personal information, phone number, and identification documents fully verified by you.
Therefore, in accordance with applicable player protection regulations, they should have recognized that this data was already subject to an active block.
Reauthorizing and verifying a banned player is a clear violation of your legal obligations.
My previous account was not actively usable after I requested a blocking request and was expressly requested to be permanently closed.
I have not attempted in any way to maintain multiple accounts in parallel or to cheat the system.
Therefore, there is no duplicate account within the meaning of your terms and conditions.
In this context, your reliance on clause 5.5 is an abuse of law and incompatible with the principle of good faith (Section 242 of the German Civil Code).
Over several months, you have accepted my deposits, verified my account, and processed several withdrawals.
Only after winning around €2,500 was my account blocked without warning.
This approach is contradictory (venire contra factum proprium) and legally untenable.
If a provider actively operates an account for a long period of time and only disputes its validity after a win, he is acting unlawfully.
I therefore request a detailed written statement on the above points.
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5 months ago
Dear Sisite21,
I would like to inform you that I have reached out directly to the casino representative with additional inquiries regarding your case and am currently awaiting their response. I remain hopeful for a positive outcome and will notify you as soon as there are any updates or developments.
Thank you for your continued patience and understanding.
Dear Vulkan Vegas Casino,
Kindly review the email regarding the player’s case and provide your response at your earliest convenience.
Thank you for your cooperation.
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5 months ago
TranslationHello Kubo,
many thanks for your support.
My profile was unlocked and I was able to successfully submit my winnings.
Feel free to mark my complaint as resolved 🙌
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5 months ago
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.
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4 months ago
Dear Vulkan Vegas Casino,
No, nothing else about this case. I think we’ve covered everything. Thanks! 🙂
Dear Sisite21,
I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.
Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!
We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.
Thank you in advance for your support in helping us enhance our services!
Best regards,
Kubo
