The player from Germany had won 1000€ but had her account blocked before completing the verification process after submitting the required documents. She was accused of using someone else's bank account, which she denied, and sought clarity and her winnings. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
VulkanSpiele Casino - Player’s account has been closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €1,000
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Translation
Dear Sir or Madam, I won 1000 EU and before I could withdraw the money I had to verify my account. I did that. I sent my passport, then my address, house number, then a photo of my face and before I had completed the verification my account was suddenly blocked. I spoke to Vulkan support and they told me that I was using someone else's bank account, but that's all a lie. I only used my bank account with my name [name hidden by Casino Guru] and not anyone else's name, so they simply don't want to pay out my 1000 EU, that's why they say that. They won't show me which bank details I use with someone else's name, I would like to see that, but they won't show it because they can't prove it.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
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.
How many deposits have you made into your casino account?
Have you used several different payment methods to deposit money into the casino?
Which payment method have you selected for withdrawal of your winnings?
Could you please forward me the communication between you and the casino regarding the third-party bank account at veronika.f@casino.guru?
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
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
