VulkanSpiele Casino - Player's account has been closed.

Account blocked after attempted withdrawal of PLN 39,999, Unfair accusation of breaking the regulations

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.

Dear Dioxx6,

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 I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active 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,

Attila

I was playing slots

I passed verification before my account was blocked.

Dear Dioxx6,

Thank you for your message.

To ensure clarity and facilitate mutual understanding, I would appreciate if you could provide more comprehensive and detailed responses in future communications.

Could you please confirm whether you have accumulate your winnings with or without an active bonus?

Looking forward to your reply,

Attila

• I made a deposit and received a deposit bonus. I turned over the bonus and won PLN 1,700 and made a withdrawal request. I received an email confirming the request. At that time, the account was not blocked yet. At that amount, after a few hours, something tempted me and I canceled the withdrawal. I wanted to play some more and then I played through almost the entire amount. After a while, I got the bonus, which repeated itself several times and I managed to win.

• I requested a withdrawal of almost PLN 40,000. I checked my email to see if everything was okay and if the withdrawal was successful. Surprisingly, I received 20 requests of PLN 2,000 each. I thought about the limits and calmed down. I immediately tried to log in to the casino website, but a message appeared saying that the account was blocked with a short information about the deposit and another bank account, which was untrue. I wrote in the casino chat that it was not true and that I did not agree, so they wrote a second argument that I had provided different personal data, which is also untrue.

Dear Dioxx6,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

you can see that after blocking the account they send an email with a bonus promotion

Dear Dioxx6,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Dioxx6,

I am truly sorry to learn that your account has been blocked. Please rest assured that I will reach out to the casino in an effort to resolve this issue as quickly as possible. I would also like to invite a representative from VulkanSpiele Casino to join this conversation so we can work together to address your complaint.

Dear VulkanSpiele Casino,

Could you kindly clarify the reason behind the player's account being blocked? Additionally, we would appreciate it if you could provide any supporting evidence related to this matter. You may share your statement and any relevant documentation here, or alternatively, you can email it to me at jana.k@casino.guru.

Thank you in advance for your prompt attention to this matter.

Kind regards,

Jana

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.

Good afternoon,

The user’s account was blocked because payment details belonging to third parties were used to carry out transactions, which constitutes a serious violation of the website’s rules.

Thank you.