Vulkan.bet Casino - Player’s account is closed after winnings.

Hello guys! I heard some things about vulkanbet but I still decided to play here and It was my biggest mistake!

I am writing to follow up on a situation concerning my account. I previously had an account which I closed by contacting vulkanbet support team via email. I received confirmation of the closure and subsequently opened a new account few months later using a different email address(account was working fine I verified it did some deposits. At no point did I have two active accounts.

Everything was functioning smoothly until I won a significant amount. Suddenly, my account was blocked. I feel unfairly treated, as I adhered to the rules and only had one active account. This issue has led to a loss of €200 for me.

I’m feeling really bad now like I was scammed in front of my eyes because the reason was "having multiple accounts" while only one was active… I saw a lot of people from my country was banned like this on forum . Maybe they like to scam poor people in every way?

Thank you for your attention to this matter. My email [removed by casino.guru admin] 🙂

Despite this, my account was suddenly blocked after I won a significant amount of money. Prior to this, when I was depositing and losing funds, there were no issues. This situation raises serious concerns about the fairness of the process and whether the rules are applied selectively.

I feel that this action is both unfair and unjust. I request a thorough review of my case and the immediate reinstatement of my account or let me withdrawal my money what I deposited…. Additionally, I would appreciate clarification on why this issue only arose after a substantial win 🙂

Dear TInkoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan.bet Casino.

Please understand opening of multiple accounts is almost universally prohibited in online casinos. If you have previously had an account and decided to open another, this will be considered a breach of rules and give a justification for balance confiscation in most online casinos. The rule doesn't specify that multiple accounts need to be active simultaneously, but the creation of multiple accounts altogether is prohibited.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What was the reason you decided to close your original account?
• Have you previously attempted to open your original account? With what result?
• Have you benefited from welcome bonuses on either of the 2 accounts?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your response and for taking the time to look into my case.

To clarify, I had requested the permanent closure of my original account because, at the time, I no longer wished to use vulkanbet platform. I made the decision to stop gambling and, as part of that, I asked for the account to be permanently deleted. Several months later, I decided to return to online gaming and, knowing that my previous account had been permanently closed on my request, I opened a new account.

Regarding your questions:

1. Reason for closing the original account: As mentioned, I asked for the original account to be closed permanently because I had decided at that time to take a break from gambling.

2. Previous attempts to reopen the original account: I did not attempt to reopen my original account because I knew it had been closed permanently upon my request.

3. Welcome bonuses: I did not take advantage of any welcome bonuses on account. My new account was created purely to return to regular play

I hope this explanation clarifies my situation. Please let me know if you need any further information.

Additionally, please find attached below the proof of my request for the permanent deletion of my original account, as evidence that I acted in good faith.

Best regards,

Thanks for the detailed explanation.

• Have you discussed the issue with the casino? 
• Could you please share your interaction between you and the casino on the topic? Please send the information to my email at tomas@casino.guru

Dear Tomas,

Thank you for your quick response.

Yes, I have contacted the casino directly on live chat regarding this issue. Unfortunately, each time I tried to explain my situation, they kept referring to their terms and conditions without considering the unique circumstances of my case. Despite my efforts to clarify that I had requested the permanent closure of my previous account and opened a new one in good faith, they continued to enforce their rules without any flexibility or further discussion. It felt like I was speaking to an automated response rather than someone who could address the issue on an individual basis.

Thanks for your patience

Could you please explain whether you verified both accounts in the past?

Dear Tomas,

To clarify, both accounts were fully verified in the past. However, before I created the second account, I had requested the permanent closure of the first account, and some time passed between the closure of the first account and the opening of the second one.

Additionally, I must express my disappointment that it has been over two weeks since I posted my complaint on the forum, and there is still no resolution to my case. I had hoped for a more timely response to what seems to be a straightforward situation, and I’m really looking forward to seeing some progress soon.

Thanks for your patience.

Could you please provide proof of completing account verification on both accounts? Alternatively, send the proof you initiated the verification process on both accounts. Please send the information to my email at tomas@casino.guru

Hello I sent you this via email. I couldn’t find full register mail on my first account but I sent proof it was fully registered because I could withdrawal money.

3 weeks passed and nothing…

I apologize for not replying sooner.

While you sent me proof your 2nd account was verified, you haven't provided evidence your previous account was also verified. Without this evidence, we might not confront the casino.

I'll await your reply.

Because I don’t have this mail! Idk you working with this casino to close my case and not give me my money back because it would te totally non sense me to writing to case to close not verified account?

So casino guru not gonna help me that’s all just say it.

I am sorry for the disappointing result of your complaint.

Opening multiple accounts is almost universally prohibited in online casinos. If you decide to open an account in an online casino where you previously opened an account, this might be used as a justification to confiscate your balance.

Without the supporting evidence I requested, we might not have compelled the casino to disregard the breach of its rules and pay you out.

If you happen to find evidence proving the casino allowed you to deposit despite being verified twice on two accounts don't hesitate to contact me again and we'll try to assist you further.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.