FS Casino - Pelaajan tili on suljettu.

They blocked my account and my money, claiming I had multiple accounts. Which is not true.

Bloquearon mi cuenta y mi dinero dentro alegando múltiples cuentas. Lo cual no es cierto.

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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.

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? Were they slots, live casino games, or sports betting?

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

There is no other person, and I didn't use any VPN.

It was the live casino and then a sports betting.

No hay otra persona, y no usé ningún vpn.

Fue el casino en vivo y luego una apuesta deportiva.

Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

I sent you the requested information.

Te envié la información solicitada.

Dear edgar_249138

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.

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

Kind regards,

Veronika

Dear edgar_249138,

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 Vulkan.bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vulkan.bet 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, Casino Guru team and edgar_249138,  

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

As a result, we’ve decided to unblock your account.  

We apologize for the misunderstanding and wish you the best of luck in your future games!

Dear FS Casino,

Thank you for your swift response and commitment to addressing the issue.

Dear edgar_249138,

I would greatly appreciate it if you could confirm whether your account has been unblocked and if your issue has been resolved.

Thank you for your cooperation.

Withdrawing the money.

Retirando el dinero.

Dear edgar_249138,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system. Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo