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Hello,

I woke up randomly to an email of my account being restricted due to 5.5.4 (Creating multi accounts), which I have not done, and frankly, I think is impossible as I have gone through all verification possible.

The staff refuse to comment on my situation and say that the situation is up to "management", and are not considering helping me at all, not even to understand the issue.

I previously won money from this casino, so I am concerned that they are lying or something in order to restrict my betting.

I have had one withdrawal of 400$. The remaining in my balance was probably around $2070 when I got banned.

I am seeking either reactivation of my account or a full withdrawal of my remaining balance. Thank you.

Dear artemm123,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you've encountered with your account being restricted. I understand how frustrating this situation must be, especially given the amount of money involved.

To better understand the circumstances and assist you further, could you please clarify the following:

1. Have you ever created or used any other accounts with this casino, even in the past?
2. Did you share your device or internet connection with someone else who might have their own account at the same casino?
3. When exactly did you receive the email about the account restriction?
4. Can you forward us the communication you’ve had with the casino so far, including the email notifying you about the ban?
5. What type of games were you playing on the site before your account was restricted (e.g. slots, table games, live casino, etc.)?

If you have any screenshots or documents related to your verification process or communication with the casino, please feel free to forward them to petronela.k@casino.guru.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

1. I have never made or used any other accounts with this casino, even in the past.

I have never shared my device with anyone, or been on any body elses device. The only possible thing is that I have occasionally stayed at my friends place who is a LEGITIMATE user of your platform. We are seperate individuals using different devices.

I received the email of my account being locked on the 17th of april at 05:33 ET

Upon trying to find out new information about what happened to my account and why they thought i was multi accounting, I wasn't told anything in the support chat, and told that I was blocked and no more information will be released. The email is this: (I'll also attach a screenshot below)

Hello!

Szanowni Państwo,

Twoje konto zostało zablokowane z powodu naruszenia zasady 5.5.4. (tworzenie multikont). Nie możesz zakładać nowych kont i grać w naszej witrynie. Wszystkie zarejestrowane przez Ciebie nowe konta zostaną zablokowane.

Z poważaniem, Joseph

Zespół obsługi klienta Vulkan.bet

I played live casino games, slots, and bet on e-sports the day before I got banned.

Just a reminder, I am fully verified. I will attach a screenshot below with an email confirming that I am fully verified.

Hello?

I've been waiting for over a week to respond, I thought you guys always respond within a week

Hi artemm123,

I’m sorry for the delay in getting back to you.

• Could you tell me more about the types of games you and your friend were playing on Vulkan.bet when you stayed at their place? Knowing whether you were both on slots, live casino, sports or e-sports might help us understand any shared device or IP flags.
• You mentioned that your account is fully verified—can you share the confirmation you received (for example, the email or screenshot) showing that verification was completed?
• Also, just to clarify, is this your friend's complaint?

Thank you in advance for your reply.

Hello,

We did both slots and e-sports. Theres absolutely no way we could be on the same device because we made sure that we didnt do that.

I emailed you the confirmation of the verification and submitted it here above. Don't know if i should send it again or not.

Yes, that is my friends complaint,

Attached below is an email of confirmation of my verification.



If you're wondering what the start of the email is about (We understand this situation), it was about this email i sent to them prior, but i had it fixed.

Hello, just checking, did you receive the email?

Dear artemm123,

Thank you for your continued cooperation and for providing the requested information and documents. Please accept our apologies for the delayed responses.

After reviewing your case and the information shared so far, we would like to clarify a few key points before moving forward.

You previously mentioned that you and your friend are separate individuals who sometimes stay at the same location and use different devices. However, we have observed that one of the accounts appears to be associated with the USA, while the other is linked to Canada. Could you please clarify this discrepancy? Are you using VPNs, or were you perhaps traveling at the time?

Understanding the reason for this mismatch is important, as such inconsistencies may trigger fraud detection systems and lead to account restrictions—especially in cases where multiple accounts are suspected.

At this point, we are doing our best to investigate and advocate on your behalf, but we need your help to address this location conflict clearly.

Looking forward to your clarification.

Hello,

My friend works across the border in the US because he lives very close to the border (In Canada) . Thats probably why he has a US flag, i'm not too sure why. I am living in Canada, and also work in canada.

Thank you very much, artemm123, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear artemm123,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vulkan.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vulkan.bet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the restriction of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, Casino Guru team,

Further review is required before we can proceed.

We’ll follow up as soon as possible.

Thank you

Hello, Casino Guru team and artemm123

Following a detailed review of the information related to this case, we found that the indicators associated with the account do not sufficiently demonstrate a violation of our policy regarding the creation of multiple accounts. As a result, the user’s account has been unblocked.

We apologize for any inconvenience caused by this misunderstanding.

Thank you vulkan bet and thank you so much casino guru for helping!

Dear Vulkan.bet Casino,

Thank you for promptly reviewing this case and providing a positive resolution.

Dear artemm123,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo