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Hello,

im player of vulkanbet from 16th of August, 2022.

sometimes I played there and deposited small amount.

On 24th of December this year I deposited 120PLN and win so I made withdrawal of 1600PLN.

Few hours later my account was banned and withdrawal was rejected and confiscated and the reason is „multiple account".

My boyfriend was banned also in this time. And they told him that our accounts are conected (IP, location and devices)

but we dont live together, of course we spend time together and sometimes we play together so there is a chance that we had the same IP because we were conected to the same wifi (usually we play on our mobiles internet). But we never play on the same devices.

We both are verified.

i cant find mail with comfirmation of verification but even on 22th of November this year they withdraw money to me (250PLN) and they withdraw 100e to my boyfriend 23th of December this year. And then we had no problems. We also regularly received emails from the casino with bonuses (including no deposit bonuses). And I think this is a good reason to assume that everything is fine with our accounts.

I asked them on mail about this situation and asked them about my money. But still no answer.

Important notice:

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Stay safe.

Dear moxme,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re experiencing with your Vulkan.bet account.

To better understand your case and proceed with our investigation, could you please clarify the following points:

• When exactly did you receive the notification about the account ban?
• Can you confirm if you and your boyfriend have ever used the same payment methods (cards, bank account, e-wallets, etc.) when depositing or withdrawing funds?
• Have you previously informed the casino that you and your boyfriend both have separate accounts, even though you might occasionally share the same internet connection?

If you have any email communication with the casino (including screenshots), please forward it to petronela.k@casino.guru so we can review it.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

They sent me mail on 24th of December at 9:47am.

We didnt use the same method of payment.

Unfortunately we didnt inform them about this.

Dear moxme,

Thank you for your reply and for clarifying these points.

To help us assess your situation more accurately, I would kindly ask you to provide a bit more information regarding the following:

• Since registering your account in August 2022, approximately how many withdrawals have you successfully completed in total?
• During the entire period since 2022, did you and your boyfriend play occasionally from the same IP address?
• Were your latest winnings (the 1,600 PLN withdrawal) accumulated with an active bonus or without any bonus applied to your gameplay?

Thank you in advance for your reply.

I don't remember there being any other than the 250 PLN from 22.11.2025. I didn't play there to much, mainly because I had a PLN account and I prefer to play in euro. So I deposited money there rarely and I think they only paid me out once. My boyfriend played there much more often and he found 12 emails with information from them about successful withdrawals.

Yes, it probably could have happened if we were connected to Wi-Fi. But we always played on our own phones, or I played on my iPad and my boyfriend played on his computer/laptop.

I played by real money.

Dear moxme,

Thank you for your detailed reply and for clarifying the previous points.

Before we contact the casino, I would like to ask two final questions, as they may be relevant to the casino’s claim about connected accounts:

1. Could you please specify which games you usually played at Vulkan.bet (for example slots, live casino games, table games, or sports betting)?
2. If possible, could you briefly describe how you and your boyfriend usually played, especially when playing at the same time? For instance, did you ever:

• play the same games simultaneously,
• place bets based on each other’s results, or
• coordinate gameplay in any way?

We ask this because, in certain games or situations, casinos may consider simultaneous or coordinated play as providing an unfair advantage, even if separate accounts and devices are used. Understanding this will help us better assess the casino’s position and prepare a fair inquiry.

Thank you in advance for your reply.

We play only on slots.

We cordinate gameplay in anyway. But there are providers we both like. We often play new games, and if a provider we like releases a new game, we both play it (but we don't really look at each other or enter a game because the other person is winning).

But it's not really Vulkan Bet; I rarely play at that casino. The day I won 1600 PLN, I was alone, and my boyfriend wasn't playing at the time.

Dear moxme,

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, Stefan (stefan.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.

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

Dear moxme,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vulkan.bet Casino to join this conversation and assist in addressing the complaint.

Dear Vulkan.bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Good afternoon, Casino Guru team and moxme, 

Thank you for reaching out. At the moment, we’re carrying out an additional review related to this situation in order to verify all relevant details.

We kindly ask you to allow us some time to complete this process. As soon as the review is finished, we’ll be able to provide you with an update.

Thank you for your understanding.

Good afternoon,

Thank you for the update.

We will extend the response timer by an additional seven days and will await your update once the review has been completed.

Thank you for keeping us informed.

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, Casino Guru team and moxme,

Moxme, in order to proceed with resolving this matter, we need to complete the verification of your account. An email with a list of the required documents has been sent to your email address.

Thank you in advance.

Dear moxme,

I hope you are doing well.

Could you please let us know whether you have already provided the casino with the requested documentation? If so, kindly confirm. If not, please inform us whether you need any assistance from our side.

We look forward to your response.

Yes, Im verified now.

But still waiting for withdrawal.

Good afternoon moxme,

According to our records, the account was verified on February 10, and the withdrawal was completed on February 11.

We look forward to seeing you again!

Dear moxme,

Could you please confirm whether you have received the payment from the casino?

We look forward to your response.

Yes, I received the payment.

thank you so much for help!

Dear moxme,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru