VulkanSpiele Casino - Pelaajan tili on suljettu.

Complaint title: Unjustified account blocking after successful verification – Vulkan Spiele

Description of the situation:

I'd like to file a complaint against Vulkan Spiele Casino. My account was blocked for allegedly having multiple accounts (multi-accounting – see section 5.5.4 of the terms and conditions), which is untrue. This is my only account at this casino.

Key facts:

Today I passed the full identity verification procedure (KYC).

At 11:51, the live chat agent confirmed to me that my account had been successfully verified (I have attached a screenshot of this conversation).

Right after asking to withdraw my winnings of PLN 900 to my cryptocurrency wallet, my account was suddenly blocked.

The casino did not provide any evidence of the existence of the alleged other accounts.

I believe the hold is unfounded and was imposed solely to prevent me from withdrawing my funds. I am asking for help in mediating and recovering my money.

Tytuł skargi: Nieuzasadniona blokada konta po pomyślnej weryfikacji – Vulkan Spiele

Opis sytuacji:

Chciałabym zgłosić skargę na kasyno Vulkan Spiele. Moje konto zostało zablokowane pod zarzutem posiadania wielu kont (multikonta – punkt 5.5.4 regulaminu), co jest nieprawdą. To moje jedyne konto w tym kasynie.

Kluczowe fakty:

W dniu dzisiejszym przeszłam pełną procedurę weryfikacji tożsamości (KYC).

O godzinie 11:51 konsultant na czacie na żywo potwierdził mi, że moje konto zostało pomyślnie zweryfikowane (załączam zrzut ekranu z tej rozmowy).

Zaraz po zapytaniu o wypłatę wygranej w wysokości 900 PLN na portfel kryptowalutowy, moje konto zostało nagle zablokowane.

Kasyno nie przedstawiło żadnych dowodów na istnienie rzekomych innych kont.

Uważam, że blokada jest bezpodstawna i została nałożona tylko po to, aby uniknąć wypłaty środków. Proszę o pomoc w mediacji i odzyskaniu moich pieniędzy

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 does that, do not share any information.

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?

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