VulkanSpiele Casino - Player’s account is closed due to alleged violation.

I would like to file a complaint against Vulkan Spiele Casino.

My account was suddenly blocked due to an alleged violation of rule 5.5.4 (creating multiple accounts). I want to clarify that I have never created more than one account. I only use one email address, and the system itself prevents creating a second account with the same email.

Yesterday, I made a deposit and played only with my own money — no bonus funds were used. I won some money and immediately requested a withdrawal. I have a screenshot confirming the withdrawal request.

After that, the casino support replied that my account was blocked due to "multikont" (multiple accounts), which is incorrect.

I am requesting assistance to recover my funds and clarification from the casino, as this seems to be a system error or false accusation. I am ready to provide any necessary verification documents.

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Dear Paulina123,

Thank you very much for submitting your complaint.

I’m sorry to hear about your account being blocked by VulkanSpiele Casino and the difficulties you’re facing with your withdrawal. I understand how frustrating it must be to have your account suspended, especially after playing fairly and using only your own funds.

To better understand the situation and assist you effectively, could you please clarify a few details?

• When exactly was your account blocked?
• Did the casino provide any additional explanation or evidence regarding the alleged multiple accounts?
• Have you ever registered or played at this casino (or any of its sister brands) before using a different device, payment method, or IP address that might have caused confusion on their side?
• Could you please send us the screenshot confirming your withdrawal request and any relevant communication from the casino?
• You can forward these materials to petronela.k@casino.guru so we can review them in detail and reach out to the casino for clarification.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you for your message and for taking my case.

Here are the details you requested:

My account was blocked yesterday, on October 19, 2025.

The casino informed me that my account was blocked for "violating rule 5.5.4 – multiple accounts". They did not provide any further explanation or evidence.

I would like to clarify that I have never created or used more than one account. I always played from my own device and the same internet connection.

I use only one email address, and the casino’s system normally does not allow registering another account with the same email. I have never created any other account under a different address.

Yesterday I also experienced a connection error (ERR_SSL_PROTOCOL_ERROR) when trying to access the website and process my withdrawal. I reported this issue to the casino support. It is possible that this technical issue caused a system error or misunderstanding on their side.

I am attaching screenshots confirming my withdrawal request and the messages I received from the casino support team.

Thank you very much for your help and for taking the time to look into this issue. I hope it can be resolved soon and that my winnings will be released.

Best regards

Dear Paulina123,

Thank you very much for your explanation — that certainly helps clarify what might have happened.

I noticed that your last message, where you mentioned the possibility of having registered another account in the past due to an incorrectly entered email address, was sent to us in a private email communication. For transparency and to ensure that the casino also fully understands your side of the story, I’ve summarized that information here.

• To better understand the situation, could you please confirm whether there was any game activity on your first account, the one created with the incorrect email address?

This detail will help us determine whether the issue was purely technical or if the casino system detected overlapping activity between both accounts.

Thank you in advance for your reply.

Hello Petronela,

Thank you for your message. I would like to explain the situation as clearly as possible.

I logged in once and made a deposit of 50 PLN to the first account I created — using an email address that, according to the casino’s support team, differs by one letter or number. Unfortunately, I no longer remember the exact incorrect address I entered.

When I later tried to log in to VulkanSpiele again, I couldn’t access my account. I genuinely thought that perhaps I had registered at a different casino or that there had been a registration error.

Because of this, I created a new account, this time entering my correct email address without any mistakes.

I want to emphasize that I had absolutely no bad intentions, and this was an honest, unintentional mistake.

I never planned to open more than one account on this platform.

Thank you very much for your understanding and for helping me resolve this issue.

Best regards,

Paulina

Dear Paulina123,

Thank you for your message and for sharing these details.

Before we can move forward, could you please confirm whether you ever redeemed any free bonus, welcome bonus, or promotional offer on either of the accounts you mentioned? This will help us better understand how the casino system may have treated the situation.

Please note that creating more than one account — even unintentionally — is generally considered a security and integrity issue by most casinos. Their systems are designed to detect and prevent multiple registrations under the same player, as this can affect bonus eligibility, responsible gambling policy, and verification procedures.

That’s why it’s important for us to determine exactly how both accounts were used, so we can present a clear and fair picture to the casino.

Hello Petronela,

Thank you for your message. I am not able to recall all the details exactly, but it’s possible that I may have used some free spins or made a very small deposit of a few PLN. However, I can confirm that I never used any significant bonuses or promotional offers, and the highest deposit I ever made at one time was 50 PLN.

All my gameplay was done with my own funds, and any minor bonus usage was completely incidental. I hope this clarifies the situation and helps present a fair picture to the casino.

Thank you again for your support and understanding.

Best regards,

Paulina

Dear Paulina123,

Thank you for your continued cooperation and for sharing the additional details.

After carefully reviewing the information provided in your messages and our private correspondence, I’d like to clarify a few important points.

Initially, you stated that you had never created more than one account and that the casino’s system must have made an error. However, in your later messages, you confirmed that you had indeed created a second account after being unable to access the first one — even if this was unintentional and caused by a typing mistake in your email address.

This means that two accounts were created under your name, one of which received a deposit and possibly a small bonus. Even though we fully understand this may have been an honest mistake, the creation of multiple accounts — regardless of the reason — is generally treated as a violation of casino terms, particularly if both accounts were used to deposit or play.

Before we move forward, could you please confirm the following:

• Did you ever attempt to verify or contact the casino about the first account before opening the second one?
• Were both accounts active at the same time or only one after the other?

These details will help us determine whether the issue can be considered a technical misunderstanding or a breach of the casino’s terms. Once we have your clarification, we will contact the casino to present your full explanation.

Thank you again for your time and cooperation.

Dear Petronela,

At first, I stated that I had never created a second account because, unfortunately, I did it completely unintentionally. I was also confused by the network error I mentioned earlier, which made me believe that there had been a system issue rather than a problem on my side.

Later, the casino support clarified that there were two almost identical email addresses associated with my name. That’s when I realized what must have happened. I didn’t contact support about the first account — instead, I created the second one right away, as I couldn’t log in and assumed I had registered at a different casino or that there had been an error during registration.

This was truly an unconscious mistake, not something I did deliberately. I never intended to deceive the casino or take advantage of any bonuses. I now understand that the issue was most likely caused by a typo when I entered my email address too quickly — I couldn’t even reproduce that incorrect address now if I tried.

I sincerely apologize for the misunderstanding. It was never my goal to break the rules, and I only wanted to play fairly. I hope that this explanation helps clarify that the situation was purely accidental and not intentional in any way.

Kind regards

Dear Paulina123,

Thank you for your detailed explanation and for clarifying how the second account was created — I appreciate your honesty and cooperation throughout this process.

However, I noticed that you haven’t yet answered one of my earlier questions:

• Were both accounts active at the same time, or only one after the other?

Dear Petronela,

Thank you for your message.

Both accounts technically existed at the same time, but I couldn’t log in to the first one because of the typo in my email address — something I only discovered later when I spoke with the casino’s support team. Because I couldn’t access the first account, I only used the second one, believing it was my original account.

Kind regards,

Paulina

Dear VulkanSpiele Casino Team,

I would like to kindly invite you to join this conversation and review the player’s explanation.

Based on the information provided, it appears that two accounts were indeed created under similar details due to a typing error in the player’s email address. The player states that she was not aware of the first account and that she only used the second one, believing it to be her original registration. She also confirmed that she did not intentionally create multiple accounts and that no welcome bonuses or major promotional offers were redeemed.

• Could you please comment on whether any form of compensation or refund could be considered in this case — provided that the accounts were not active simultaneously and no bonus advantage was obtained?

Your clarification on this matter would be greatly appreciated so we can move the complaint toward a fair and transparent conclusion.

Good afternoon, Casino Guru team and Paulina123,  

Paulina123, we’ve carried out an additional review of this situation, taking into account the information you provided.  

As a result, we’ve decided to meet you halfway and unblock the account registered to the email address you mentioned.  

We’d just like to note that if you ever happen to create a new account by mistake, please contact our support team right away and let them know.  

We wish you the best of luck and an enjoyable gaming experience! 

Dear VulkanSpiele Team,

Thank you very much for your understanding and for giving me the opportunity to resolve this situation. I truly appreciate your decision to unlock my account.

I would just like to withdraw my remaining funds and then close my account. However, I’m currently having trouble providing the payment confirmation you requested — could you please advise me on how to proceed or if there’s an alternative way to verify the transaction?

Thank you once again for your assistance and patience.

Kind regards,

Paulina123

Dear VulkanSpiele Casino Team,

Thank you very much for your understanding and for handling this situation in such a fair and user-friendly way. We really appreciate your willingness to review the case again and give the player the opportunity to resolve the issue — it’s always great to see this kind of constructive approach.

Dear Paulina123,

I’m happy to hear that your account has been unblocked. To help move things forward, could you please specify what exact document or proof of payment the casino is requesting from you? This way, we can check together what options you have or if there’s an alternative way to verify your transaction.

Thank you both once again for your cooperation and understanding — I’m confident we’ll be able to bring this case to a smooth conclusion soon.

Dear Petronela and VulkanSpiele Team,

Thank you very much for your help and understanding. The issue has been successfully resolved.

I truly appreciate your time and support throughout this process.

Please consider this matter closed.

Kind regards,

Paulina123

Dear Paulina123,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru