Vulkan Vegas Casino - Player's winnings have been confiscated.

My fully verified account at VulkanVegas was permanently blocked after I won €28,000. The casino confiscated my entire real money balance, alleging a violation of Clause 5.5 (multiple accounts).

As "evidence", VulkanVegas provided only:

a matching full name,

a partially masked email address,

a partially masked phone number.

No technical or objective proof was provided. The casino refused to disclose:

the alleged duplicate account ID or registration date,

IP address or device fingerprinting,

overlapping payment methods,

overlapping identity documents,

or any proof that I created, accessed, or controlled another account.

Prior to the confiscation:

my account was KYC-verified by the casino,

deposits were accepted,

withdrawals were approved and processed.

The confiscation decision was made retroactively, only after a significant win. I categorically deny having created or used any duplicate account.

I believe this is an unjustified forfeiture of legitimate winnings and request Casino Guru’s assistance in resolving this dispute.

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Dear Licron,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand the situation, please allow me to ask you a few questions.

• Is it possible that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Do you recognize the email address and phone number associated with the duplicate account flagged by the casino?
• Have you created any other accounts at this casino in the past that you may have forgotten about?
• Did you accumulate your winnings with an active bonus or without using any 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

Dear Veronika,

Thank you for your message and for reviewing my complaint. I’m happy to clarify the situation.

• Household / IP address:

No. I am the only person in my household who plays at online casinos. No one else living with me has ever created or used an account at VulkanVegas. I am also not aware of anyone else using my devices or accounts.

• Email address and phone number:

I do not recognize the email address or phone number provided by the casino as belonging to me or being used by me to register another account. I have never created any additional accounts at VulkanVegas.

• Other accounts:

No. I have never created more than one account at this casino, and I have not forgotten about any past accounts.

• Bonuses:

My winnings were accumulated without using any active bonus. The balance in question consisted of real money only.

I would also like to note that my account was fully KYC-verified by the casino, deposits were accepted, and withdrawals were successfully processed before the account was blocked.

Please let me know if you need any further clarification or documentation from my side.

Best regards,

Evgeni K.

Dear Player

Can you please let us know when "the issue" accured?

Thank you in advance!

Kind regards

Dear Support Team,

The issue occurred after my account had already been fully verified and actively used.

Specifically, the problem arose after my winnings were accumulated and a withdrawal was requested, at which point my account was reviewed and subsequently blocked due to the alleged rule violation.

Prior to this, deposits and withdrawals were processed without any issues, and no concerns were raised regarding my account.

Kind regards,

Evgeni K.

Dear Licron

Can you please confirm the approximate date when "the issue" occured?

Kind regards

Dear Support Team,

The issue occurred approximately around 23.08.2023 , shortly after my winnings were accumulated and a withdrawal request was submitted.

Before that time, my account had already been fully verified and used normally, with deposits and withdrawals processed without any issues or warnings.

Kind regards,

Evgeni K.

Dear Casino Guru Team,

I would like to clarify the situation based on the casino’s first official message after the issue occurred, which I have attached as evidence.

In this initial response, the casino stated that:

there is allegedly another account registered with a similar email address,

all information "matches completely,"

both accounts must be blocked under rule 5.5.

At the same time, the casino informed me that their administration had decided to give me only two options:

accept the deduction/forfeiture of my entire real balance and continue using the website, or

refuse the deduction and remain permanently blocked.

In other words, I was explicitly given an ultimatum: lose my funds in order to continue playing, or keep my funds blocked indefinitely.

Importantly, in this first message and in all subsequent communication, the casino did not provide any concrete or verifiable evidence to support the allegation of a duplicate account.

Specifically, the casino did not provide:

the alleged duplicate account ID or registration date,

any IP address or device fingerprint comparison,

any overlap in payment methods,

any overlap in identity documents,

any proof that I created, accessed, or controlled another account.

At the same time, the casino explicitly confirmed in the same message that my account was verified, and that this review was conducted retrospectively.

I categorically deny having created or used any duplicate account on this platform. Simply stating that "all information matches" without disclosing objective evidence does not allow me to verify, understand, or contest the accusation.

I believe this accurately reflects the content and implications of the casino’s initial response.

Kind regards,

Evgeni K.

Dear Veronika,

The casino’s latest response does not contain any new information. They are repeating the same statement as in their previous messages, listing only my full name together with a partially masked email address and phone number as "proof" of a duplicate account.

No additional details or objective evidence have been provided since the beginning of the case.

Dear Licron,

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika