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Dear Arqi,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your accounts.

To better understand your situation, could you please clarify a few details for us:

• What is the full URL of the casino’s website where this issue occurred?
• Can you confirm whether you and your friend were playing on separate devices and internet connections, or did you share the same device or network?
• Have you received any further communication from the casino regarding the account closure, or were you only informed via the email you mentioned?
• Could you also specify which of the two accounts (the one created later or the original one) was used for the €500 win?

If you have any relevant emails or screenshots from the casino, please forward them to petronela.k@casino.guru so we can review them in detail.

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

so the full ulr is vulkanspiele.com.

I sent a video to the email which confirms that we played on different devices but on the same internet, the thing is I withdrawed only on my phone with my own internet which should be a different IP exactly like my "multiaccount" that aas active for 2-3minutes because their site is trash and doesnt work when you try resetting your password and I thought after not receiving any emails and sms that my MAIN account got deleted after creating the new one I noticed my phone number is still in use somehow, then I remembered my password to MAIN account and immediately closed the site with new account.

Oh I was trying to contact the support and try proving we didnt do anything wrong even their rule said that the MultiAccount should be closed not the main one but after telling them that they kept saying no we ban all the accounts etc etc…

i won the 500 on my main account of course I didnt even wanna make a new one but because the damn password reset option didnt work I needed to do new one as I thought the damn MAIN got deleted.

I forgot to mention once in the night we swapped pcs and logged into our accounts on eachothers pc but that shouldnt make any difference because if it makes any, then that means if I have an account come at his place and wanna play with my money but log onto his pc on my account then its multiaccount too??

Alsoooo we didnt get banned until we tried withdrawing the money, which is completely stupid because the casino should notice the problems directly and not at 9am when the withdrawal should go through😅

Dear Arqi,

Thank you very much for your detailed explanation — it helps us understand the situation more clearly.

• Could you please confirm to which account you deposited the funds that generated your latest winnings of approximately €500? This detail is important to clarify which account was actively used for your play and withdrawal request.

I’d also like to explain one important point you mentioned: logging into different accounts on the same device. Even if two people have separate accounts, using the same device can create serious complications. Casinos often track technical data (such as device IDs, cookies, and IP addresses) to prevent multi-accounting, bonus abuse, or collusion. If two or more accounts are accessed from the same device, the system may automatically link them together and treat the situation as a violation of the Terms and Conditions. For this reason, it is generally not advisable to log into more than one account from the same device, even if each belongs to a different person.

Your clarification regarding the deposit account will help us better assess the circumstances.

i used only the main account "krzy**********9@gmail.com" never used the second account after seeing that my number is still in use (which automatically means my MAIN was still active)

But that reason is really stupid we logged into other casino Stargames.de, vulkanvegas.com on multiple accounts onto one device and never got accused of something because the casino actually checks the details from before not only what happend once, its just another excuse for scam casinos to use in my opinion they should check all the details not just from one day 🙂

Dear Arqi,

Thank you very much for clarifying these details. I’m sorry to hear how complicated this situation has become.

I need to highlight one important aspect: the action of switching devices and logging into different accounts from them complicates the whole negotiation process with the casino. This is something we do not suggest doing under any circumstances, because casinos can (and often do) treat such activity as a violation of their Terms and Conditions, even if winnings were not generated during that session.

Nevertheless, since you confirmed that all of your deposits and winnings (around €500) were made exclusively on your main account, we will now contact the casino to ask for clarification. Specifically, we will check what the exact issue was and whether they are willing to overlook the fact that your account was accessed from a device previously used by another player, given that the winnings in question were not accumulated during that shared session.

Dear VulkanSpiele Casino Team,

We kindly ask for your cooperation in reviewing the situation described by the player.

While we understand that logging into multiple accounts from different devices complicates matters and may be seen as a violation of your Terms and Conditions, we would like to ask if you are willing to take into account that the winnings were not accumulated during that shared session and consider a resolution in the player’s favor.

We look forward to your reply.

I forgot to add I’ve spent like 20€ (also my friend on his account) of the winnings before going to sleep .

Good afternoon Casino Guru team and Arqi,  

The mentioned account was indeed blocked due to a violation of the club’s rules, specifically for registering more than one account. We have identified several accounts that are linked to each other through various parameters, and no-deposit bonuses were claimed on these accounts.  

Therefore, in this case, we do not see any grounds to reconsider the decision.  

Thank you for your understanding.

I never got any no deposit bonus on the accounts so whats the matter with me? You linked my accounts with my friends and say alot of bullshit not gonna lie.

1. Only bonus i recieved was on my MAIN account

in case you keep talking various things I want to remind you you never told me I got banned for using any bonuses, you linked mine and my friends accounts so you can have a dumb reason for ban and you keep up coming with more new reasons I cant care less about your excuses Im gonna have a talk with my lawyer and make you a case in court thanks casino guru for trying to help but I see these people are pure scammers that feed on people.

Firstly the reasoning there were only 3 accounts that „I" had, then out of nowhere 4 then other reason this that another section of rules yeah yeah keep yourself busy with finding new excuses

Dear Arqi,

Thank you for your messages. I need a quick clarification to understand your situation correctly:

Earlier you mentioned your main account and one friend. In your latest message you wrote "my friends."

• How many friends are involved in total?
• Please list each friend’s account/email (masked is fine).

You wrote: "I forgot to add I’ve spent like €20 (also my friend on his account) of the winnings before going to sleep."

• Was this the same friend you mentioned before (the one whose PC you used)?
• Did you at any point play on a friend’s account or let a friend play on your account?

This point is critical: if you not only logged into your account from a friend’s PC for one session, but also used any account that doesn’t belong to you (even for €20), that is a clear breach of standard casino rules (third-party use / multi-accounting). In that case, we would have to reject the complaint, because we cannot ask a casino to pay out when its Terms & Conditions were violated.

Please clarify the above.

Dear VulkanSpiele Casino Team,

To summarize the situation briefly:

• The player claims to have won approximately €500 on his main account.
• He admits briefly creating a second account but states it was never used for play.
• He and a friend accessed their own accounts from each other’s devices, which may have caused technical links.
• You stated that several accounts were linked and that no-deposit bonuses were claimed.
• The player denies this, insisting he only ever claimed a bonus on his main account.

Could you please provide supporting evidence showing how the accounts were linked and details of the no-deposit bonuses allegedly used? This would help us clarify the situation and present your position transparently. My email address is petronela.k@casino.guru.

Thank you.

Good afternoon Petronela,  

We’ve sent the information regarding this case to your email.  

Thank you!  

Dear Arqi,

Thank you for your patience. We are already in direct contact with the casino and have received the supporting evidence from them. We will carefully review the information and get back to you as soon as possible.

Could I also see their proof or do only I need to say everything on the site and they can do it privately?

Dear VulkanSpiele Casino Team,

I sent you an email regarding this case on 17.9. Could you please reply to it or share your comments directly here in the complaint thread? This will help ensure transparency and allow the player to see your position clearly.

Hello Casino Guru team and Arqi,  

According to our rules, which players agree to upon registration, bonuses are limited to one IP address and one device. In this case, however, we see that no-deposit bonuses were claimed from accounts that were accessed using the same device and IP address.  

In addition, accessing each other’s accounts from different devices is also prohibited by our rules. According to the correspondence history, up until the moment the violations were detected, the users did not mention that they might have accidentally accessed accounts from each other’s devices.   

After carefully reviewing the situation and taking into account the details provided by both the users and yourself, we have reached a decision. The users will be required to complete account verification. If the verification is successfully completed and it is confirmed that these are indeed two different individuals, the accounts will be unblocked and the deposit amounts will be returned. The winnings, however, will be cancelled, as they were obtained in violation of our rules. The users will then be free to use their deposits at their discretion.  

Thank you

What do you mean we will get unbanned but our money will be gone??

i literally won the money by myself my friend too we didnt switch pc until we both won our money and decided to play for fun on eachothers pcs thats depressing I won clearly without cheating or breaking the rules my friend too why should the winnings be gone man. Also of course the IP will be the same when I was sleeping at my friends place for few days. Also where in the rules does it say i cannot play on different devices i didnt play on my friends account only on his pc I think you understand that wrongly I didnt play on my friends account and he didnt play on mine we only switched the computers we played on we never played on eachothers accounts!

"According to our rules, which players agree to upon registration, bonuses are limited to one IP address and one device. In this case, however, we see that no-deposit bonuses were claimed from accounts that were accessed using the same device and IP address. "

we didnt use the same device for bonuses thats a lie each of us claimed bonuses on own pc. the same IP addresses is correct because I was at his place for few days I couldnt have another IP on my Pc than his because we were connected to one router.

Also me and my friend got an email that we can payout the money after verification.

Hi Arqi,

Thank you for your explanations. I do understand your point of view, but I must stress that what you describe as "just for fun" creates exactly the kind of complications that make it impossible to treat your play as completely legitimate. From the casino’s perspective, two accounts logging in from the same devices looks identical to account sharing, and unfortunately, this is not a circus where players can simply swap computers without consequences.

This is precisely why casinos — and we as mediators — always recommend that players never use someone else’s device or allow another person to use theirs. It may feel harmless to you, but in practice it undermines the integrity of the rules you agreed to when registering.

Considering the circumstances, the casino’s proposal is in fact a fair resolution: if you and your friend successfully complete verification and prove you are two separate individuals, your accounts will be unblocked and your deposits returned. The winnings, however, cannot be recognized since they were obtained in clear breach of the rules.

At this stage, the best way forward is to cooperate with the verification request. This will allow you to recover your deposits and avoid further complications.

But the whole thing doesnt make any sense, why when we switched devices after winning our money we should get banned, like it doesnt make sense with the rule of having 1 device and 1 ip per account too and I would like to see the rule number of Vulkanspiele that says so because ive read the rules and found nothing like that.

Also if my router restarts my ip changes so every time it restarts i would get banned for different IP?

Besides that if there is a rule that says only one device and one IP i would like to see it, me or my friend shouldnt be able to even deposit once because we use mobile internet and wifi from home too so it should detect the IP switch also for the device rule I’ve used my pc or phone alot of times for logging into casinos and there were never any problems because they confirmed the information they had. Why doesnt it detect activity like that and if it does then firstly when we won somewhat good money. Why other companies they do check the information about the player before falsely accusing them of cheating. also the supporter from vulkanspiele answered to me on chat before i wrote to you CasinoGuru I repeat his words "all the accounts could belong to you" even though there were documents sent to the casino so they had confirmation that we are sperate people.

The casino said we got banned for multi account, then they switched the ban reason to "creating more than one account to play for real money" where my second account was active for 2minutes never deposited money on it and as soon as i saw the phone number being in use i tried guessing the main accounts password, which I earlier explained couldnt even send an email for password reset or sms because their site didnt send anything so I couldnt even know that my main account is still active. I would really appreciate the respect to players as we didnt mean to do any difficulties or problems we just wanted to play on different device and enjoy the evening.

Dear Arqi,

Thank you for your additional explanation. I see where the confusion comes from, so let me clarify one important point: this situation is not about IP addresses changing, but about two different players logging into their casino accounts on the same devices.

From the casino’s perspective, when two accounts are accessed on the same computer or phone, it looks identical to one person controlling multiple accounts. Even if you and your friend are separate individuals, sharing devices creates the same digital footprint as account sharing. This is why casinos treat it as a serious breach of their rules, regardless of intentions.

This is also why we always strongly advise players never to use each other’s devices or let someone else log in on theirs. While it may seem harmless, technically it undermines the integrity of account security and creates a high risk of disputes like this one.

I understand your frustration, but this is the core reason why the casino considered your winnings invalid. Their current proposal — to unblock your accounts and refund your deposits once you both complete verification — is in fact a fair solution under the circumstances.

I recommend cooperating with the verification process so that at least your deposits are returned. That is the best possible outcome given the complications caused by device sharing.

"device sharing" sounds like 2010 problems not 2025 where information is easier to get and compare with what they already have its a bullshit reason to take our winnings away we live in such times but a casino "cant" do their job properly I understand👍👍👍 atleast the deposits are gonna be back

Hi Arqi,

Thank you for sharing your perspective. I understand how frustrating this must feel, but please let me clarify one important point: it is not the casino’s responsibility to analyze whether each account is controlled by a unique individual on a shared device or by one person with multiple accounts. From their side, both situations look identical, and that’s why the rule against device sharing exists. It would be far too complicated for casinos to investigate each individual case, which is why this is a standard rule that applies equally to all players and should not be broken "just for fun."

That said, the casino has already indicated they are willing to return your deposits once verification is completed. To avoid any uncertainty, we would like to kindly ask the casino to confirm here in this thread how much exactly will be refunded to you and your friend. This will give you a clear picture of the outcome.

thanks but its still bothering me that you can see timings of winnings and timing of logging and you see that the winnings i made werent acquired by cheating whatsoever but you decided to take it for something i haven’t done.

Dear Arqi,

According to the casino’s confirmation, the balance of €25 on your account was already refunded and used, while your friend’s account is still undergoing verification with €50 remaining on it.

Since the refunded funds have already been used and no further actions are pending on the casino’s side, we consider this case closed.

Please let us know if there’s anything else you would like to add.

Dear Arqi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru