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Complaint title: Unjustified account blocking after successful verification – Vulkan Spiele

Description of the situation:

I'd like to file a complaint against Vulkan Spiele Casino. My account was blocked for allegedly having multiple accounts (multi-accounting – see section 5.5.4 of the terms and conditions), which is untrue. This is my only account at this casino.

Key facts:

Today I passed the full identity verification procedure (KYC).

At 11:51, the live chat agent confirmed to me that my account had been successfully verified (I have attached a screenshot of this conversation).

Right after asking to withdraw my winnings of PLN 900 to my cryptocurrency wallet, my account was suddenly blocked.

The casino did not provide any evidence of the existence of the alleged other accounts.

I believe the hold is unfounded and was imposed solely to prevent me from withdrawing my funds. I am asking for help in mediating and recovering my money.

Tytuł skargi: Nieuzasadniona blokada konta po pomyślnej weryfikacji – Vulkan Spiele

Opis sytuacji:

Chciałabym zgłosić skargę na kasyno Vulkan Spiele. Moje konto zostało zablokowane pod zarzutem posiadania wielu kont (multikonta – punkt 5.5.4 regulaminu), co jest nieprawdą. To moje jedyne konto w tym kasynie.

Kluczowe fakty:

W dniu dzisiejszym przeszłam pełną procedurę weryfikacji tożsamości (KYC).

O godzinie 11:51 konsultant na czacie na żywo potwierdził mi, że moje konto zostało pomyślnie zweryfikowane (załączam zrzut ekranu z tej rozmowy).

Zaraz po zapytaniu o wypłatę wygranej w wysokości 900 PLN na portfel kryptowalutowy, moje konto zostało nagle zablokowane.

Kasyno nie przedstawiło żadnych dowodów na istnienie rzekomych innych kont.

Uważam, że blokada jest bezpodstawna i została nałożona tylko po to, aby uniknąć wypłaty środków. Proszę o pomoc w mediacji i odzyskaniu moich pieniędzy

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

It's possible someone could have used my IP and created a casino account, but I don't know anything about it. Secondly, my phone has been hacked three times. I've never used any IP changer software or VPNs. I usually played one game, won, and wanted to request a withdrawal, but right after verification, my account was suddenly blocked.

Jest taka możliwość że ktoś mógł korzystać z moje IP i założyć konto w kasynie ale ja nic o tym nie wiem. Po drugie miałam włamanie na telefon już 3 razy. Żadnych oprogramowań do zmiany IP nigdy nie korzystalam ani z sieci VPN. Grałam zazwyczaj w jedną grę na której udało mi się ugrać i chciałam zlecić wypłatę ale tuż po weryfikacji nagle moje konto zostało zablokowane

So what's next? 900 PLN isn't a small sum. Secondly, the account was blocked immediately after verification.

I co teraz dalej? 900zl to nie jest mała kwota. Po drugie konto odrazu po weryfikacji zostało zablokowane

Could you please explain in more detail the issue with your phone being hacked?

When exactly was your phone hacked? Did you have an active account at this casino at that time?

Unfortunately, I don't remember the exact date. I've had my phone hacked three times. It was a while ago, but I definitely had an account at this casino. The last time my phone was hacked was about two or three weeks ago.

Niestety ale dokładnej daty nie pamiętam. Miałam 3 włamania na telefon. To już było jakiś czas temu ale napewno miałam już konto w tym kasynie założone. Ostatni raz jak włamanie było na telefon to jakieś 2-3 tygodnie temu

Please forward me all the communication between you and the casino customer support regarding the allegations of you having multiple accounts at veronika.f@casino.guru. Kindly include the email you received from the casino after your account was blocked as well. If possible, please send me the entire email conversations, not just screenshots. Thank you for your cooperation.

How can I send the entire conversation when they changed the website and everything is deleted by them and I can't log in to the account because it says it's blocked.

Jak mam wysłać całą konwersacje jak oni zmienili stronę i wszystko jest skasowane przez nich a na konto nie mogę się zalogować bo pisze że jest zablokowane.

Dear Iwa165

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, Kubo (jakub.m@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.

At the same time, I would also like to point out that if your device or online accounts were indeed compromised multiple times in the past, it is unfortunately possible that this could have caused more damage than you were initially aware of, and this situation may potentially be one example of that. If unauthorized access to your device occurred while you had an active casino account, it cannot be completely ruled out that someone else may have accessed or created additional accounts using your connection or personal data.

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

Kind regards,

Veronika

Dear Iwa165,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Fiery Play Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Fiery Play Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Good afternoon, Kubo and Iwa165,

Kubo, detailed information regarding this matter has been sent to your email address. Please review it when convenient.

Thank you.

Dear Iwa165,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo