Vulkan Vegas refuses to pay out winnings because of a duplicate account.

Hello everyone,

I hope someone can help me with my case.

I had an account with Vulkan Vegas for a very long time. In August 2024, I requested that my account be permanently blocked via email (I have the email in my possession). I haven't used this account since then.

In March 2025, I opened a new account—verified with the same phone number and the same ID documents. Since then, I've made several deposits and withdrawals—and not insignificant amounts. I can also provide proof of the withdrawals.

In August 2025, I won about 2,500 euros – shortly thereafter, my account was blocked without warning, citing a "duplicate account."

In my opinion, there is no duplicate account because I explicitly closed my first account and the new account had been verified for months.

What is striking is that the blocking occurred exactly at the time when I had made a large profit.

Can someone please help me or give me advice on how to proceed?

Thank you very much for your support.

Thank you for the quick reply: where exactly should I contact you?

Please do not ever respond to such scam profiles. Anyone who only communicates via Telegram is unsafe. Instead, they aim to use your personal data and collect fees for so-called help. Casino Guru members will never ask you to use Telegram or suggest direct "admin" support.

If you ever see a similar "offer," always check the account's other posts. If the person is spamming the forum with the same posts suggesting help in many other casinos, he is the scammer.

We will get back to your casino issue shortly; I just wanted to warn you as soon as possible.

Hello there.

May I ask if you are still in contact with the casino regarding this issue? Or did they just block you and don't answer to you now?

I believe that if the account is verified and you already made some withdrawals before, there is surely no reason to accuse you. 🤷‍♀️

Our complaint team will soon review your case, and we'll inform you about what needs to be done next. Please wait for one of our complaints specialists to get back to you through your complaint.

Hello Romi,

Thank you for your feedback.

The winnings came at the end of August. My account was immediately blocked. I then contacted them, but they referred me to their terms and conditions.

But: I didn't have two accounts running at the same time. I had my former account blocked in September 2024. I cited gambling addiction as the reason.

In March 2025, I opened a new account with the same personal information (name, ID, bank details, deposit method, etc.).

The new account has been verified because several withdrawals have been made. I can verify these with my bank statement.

So, I had two accounts at Vulcan Vegas. But never simultaneously, but rather six months apart.

Please contact me so that I can send you the relevant evidence.

Thank you in advance for your help!

Best regards

I wrote the following email to Vulkan Vegas in August 2024:

Ladies and Gentlemen

I hereby wish to permanently and irrevocably block and close my account.

The reason is my gaming addiction.

When I registered, I provided the following contact details:

**********************************

I have expressly ordered that my account be closed permanently.

So, as I see it, your account shouldn't even get opened at all because your previous one was closed due to the gambling problems. If you used the same credentials for both accounts, it shows that the casino has made a huge mistake here.

But even though, now, if they let you deposit and also withdraw some money, as you said, you should surely get the whole winning amount, I believe.

I am sure that our team will thoroughly investigate everything regarding your complaint and hopefully resolve it as it should be.

Thank you for the quick response.

The problem here is that despite my explicit request to close my first account, Vulkan Vegas did not comply with this request, thus violating their responsibility for responsible gaming.

However, I have not used this account since then.

The second account was maintained with correct information and verified.

I hope Vulkan Vegas recognizes its fault and pays out the winnings.

I hope so too.

Our complaint team will do everything possible to get it solved.