VulkanSpiele Casino - Player's account has been closed due to multiple accounts claim.

Permanent Account Block Without Evidence

My account at VulkanSpiele was permanently blocked, with the casino alleging that I engaged in multi-accounting with a family member's account. They claim "matching payment methods, devices and bonuses" as the reason.

However, the casino has not provided any factual or technical evidence to support this claim. Despite my requests, they have not disclosed any device identifiers, IP addresses with timestamps, transaction references, activity logs, or any proof of coordinated or fraudulent activity. A general reference to internal detection systems does not constitute proof.

The decision appears based solely on general references to the Terms & Conditions (risk assessment and bonus limitations) without showing how my specific actions violated any rule.

Having a family member registered on the same platform does not automatically constitute multi-accounting. Each account should be assessed individually based on verifiable actions, not assumptions.

The sanction applied – permanent account closure and confiscation of funds – is severe and disproportionate, especially without presenting verifiable evidence or conducting a transparent review.

I have formally disputed this decision with the casino and requested disclosure of the technical data they rely on. As of now, no substantiated evidence has been provided.

I am requesting CasinoGuru’s assistance to review this case and help obtain either:

- documented proof supporting the casino’s allegations, or

- restoration of my account and funds if such proof cannot be provided.

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Dear SylwiaPlayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Is there any chance that this family member used the same device as you to log into their casino account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• What types of bonuses did you activate and play with at this casino?

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