VulkanSpiele Casino - Player’s account has been closed after a large win.

Casino Guru Complaint – Short Description

My Vulkanspiele Casino account was permanently blocked immediately after I won approximately 500,000–600,000 HUF.

The casino claims that I created multiple accounts using the same personal data. This claim is false.

The second account belongs to a different person:

different name

different gender

different email

different phone number

different address

different ID documents

That second account successfully completed full KYC verification, which was officially confirmed by Vulkanspiele via email. This alone proves that the two accounts are not owned by the same person.

My own KYC process was already in progress and most documents were accepted. Only one document was still pending, and I was never notified nor given the opportunity to complete it.

I never received any official email about the suspension. All explanations were given only via live chat, without evidence.

The timing of the ban — directly after a large win — strongly suggests unfair treatment and unjustified withholding of winnings.

I am requesting:

a clear explanation of the alleged violation

evidence supporting the "duplicate account" claim

completion of my KYC or release of my legitimate winnings

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 your complaint. I’m sorry to hear about your negative experience with Vulkan Spiele Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how you arrived at the conclusion regarding the other player's account?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas