The player from Germany reports winning €1000 but faced withdrawal issues after receiving an email claiming she violated rules regarding multiple accounts, despite only using her verified account. She is upset about the situation and requests assistance.
VulkanSpiele Casino - Player's winnings are being confiscated.
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VulkanSpiele Casino
Safety Index:Above averageCase summary
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5 days ago
Translation
I've had my account for a while now, it's verified, and deposits were made via credit card from MY account or via Paysafecard. I played very well. Yesterday I won, wanted to withdraw it, and received an email saying it was being processed. Then, this morning, I got another email saying I supposedly violated a rule about not having multiple accounts. First of all, I ONLY played on this account, which is clear from the payment history. I only know about my ACCOUNT, and I only ever played there 🙁 It's really upsetting to lose €1000 even though I won! It's strange; deposits always go through, but when you win, you just get deleted! Please help me 🙁
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2 days ago
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.
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2 days ago
Dear Janinemike,
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 fully understand the situation.
- Could you please advise which games you accumulated your winnings - slots, live casino, sports betting, etc.?
- Have you accumulated your winnings with or without an active bonus?
- Could you please confirm if you have passed the KYC verification?
- Is there any chance that someone from your household or using the same IP address has also created an account 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,
Jean
