Vulkan.bet Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

The player from Danmark account , but played with "Thai baht " money .

I have aks from the beginning about this and they said I can play with $,€,¥฿ or whatever I want.

My account is verified,I have been playing for nearly 2 months , have withdrawn money 1 time.

Whit withdrawn money nr.2, win money 6000 Dkk. But the withdraw not accepted and my account is blocked. They said 

"My account has been blocked for using third-party programs"

I have send documents all about my account to Casino Guru , please help me. I’m doing right and I should get my money from vulkanbet casino.

1.Im always used my phone and WI-FI with playing online, and 3times with my old phone.

But I have only one account. I’m waiting for so long because I don’t know where I can get help.

🥹🥹🥹

Best regards 

Dear Prokrathok,

Thank you very much for submitting your complaint. I’m sorry to hear how upsetting this situation must be for you.

It’s particularly concerning that VulkanBet has accused you of using "programs to alter the details in the documents you provided."

• Could you tell me exactly what happened when you prepared your ID documents for upload? For example, did you ever use any photo-editing app, PDF converter, scanner software or cropping tool to adjust or reformat your scans or photos?
• Please describe each step you took—from the moment you photographed or scanned your ID to when you hit "submit."
• Did the casino ever specify which document fields they believed had been altered, or send you annotated examples highlighting the changes they detected?
• If you have the original, unedited files (straight from your phone or scanner), it would be very helpful if you could share those alongside the versions you uploaded.

Please forward any emails, chat transcripts, screenshots or reference numbers from VulkanBet’s support to petronela.k@casino.guru so we can review all correspondence in full. 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.

Hi Casino Guru

My account is 100% and all my dokument there need have been verified and confirmed by company support from the first time withdraw win money. Problems happened from my second time withdraw, and I was paying at my friend appointment.

With playing casino I used my phone, my internet, my account email and bonus code never been shear to anyone.

Im can’t play casino because of my husband not accepting. I’m often go to my friends apartment because they close to my work place.

I got emails from the casino, telling me money withdraw not accepted and my account closed efter a few minutes ,I can’t login.

The Company has not provided any documents, and has not requested any identification from me.

I will send all my documents to casinoguru, and thank you for helping.

Best regards

Hi Casino Guru

My account is 100% and all my dokument have been verified and confirmed by company support from the first time withdraw win money. Problems happened from my second time withdraw, and I was paying at my friend appointment.

With playing casino I used my phone, my internet, my account email and bonus code never been shear to anyone.

Im can’t play casino at home because of my husband not accepting. I’m often go to my friends apartment because they close to my work place.

I got emails from the casino, telling me money withdraw not accepted and my account closed after a few minutes. I can’t login to my account and get Id.

The Company has not provided any document and has not requested any identification from me.

How can casino doing this?

There not give a chance to Allegations and no need for facts.

But need facts because the accusation is not true.

I have lost a lot of money before I was win and want to withdraw money in second time.

I will send all my documents to casinoguru, and thank you for helping.

Dear Oithip,

Thank you very much for your response and for sharing additional information about your case. I understand how distressing this situation must be, especially after investing both time and money into your gameplay.

I’ve reviewed your messages, and before we can proceed further, I would kindly ask you to clarify and provide a few additional details that are still unclear. This will help us better understand the situation and support your case:

Document Preparation:

1. Could you please describe exactly how you prepared your ID documents for upload?
2. Did you use any editing apps, PDF tools, scanner software, or make any adjustments (e.g., cropping, formatting) before submitting them?

Alleged Alterations:

1. Did the casino ever indicate which specific document(s) they believed had been altered or manipulated?
2. Were you shown any examples or annotations highlighting the alleged issue?

Original Files:

1. If possible, please send us the original unedited files directly from your phone or camera (before any resizing or conversion), as well as the versions you submitted to the casino.

Unclear Statement:

1. You mentioned, "Problems happened from my second time withdraw, and I was paying at my friend appointment."
2. Could you please clarify what you mean by this?

Thank you again for your cooperation—we’ll do our best to help you.

Dear Prokrathok,

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