Vulkan Vegas Casino - Player’s account has been blocked and winnings confiscated.

I have had the account open for more than a year. in the meantime I could not log into my account and played through my husband's account. I played through my account for 1 week and on Monday I won 3000 euros. I put in the payment and got the answer that I have to enter my documents. I did everything as they wrote and paid again. then they sent me an email that I had to take a picture with my card and I did that too. when I tried to log into my account after 2 hours, it was blocked. I wrote to them by email and they blocked me even via email. I made a new account so I could get in touch with them at once. they said that they blocked me because of a duplicate account and that they will unblock me, but that I won't get the money. but they did not tell me which account I have open with them

Dear sabinakadic123,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve encountered with your account and your recent winnings. To better understand your situation and assist you effectively, could you please provide some additional details?

• Could you clarify when you first started using your husband’s account to play? Did you face any issues with your own account during that period?
• Why was your first account blocked previously?
• Were there any prior issues with verifying your account or providing documents before this incident?

If you have any relevant communication or screenshots of emails you received from the casino, please forward them to petronela.k@casino.guru.

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,

Petronela

I never had any problems. Once I logged into my account and it said that it was in the store. I signed in to my account and that's it. After a few hours, everything was fine.

But those are not my bills. Only the second one that I wrote to them

Thank you very much, Vulkan Vegas Casino Team, for your assistance.

Dear sabinakadic123,

As you previously acknowledged, you used a different account in the past—specifically, your husband's account. After that, you opened a new account and continued playing. To complicate matters further, you then opened a third account to communicate with the casino. If the second account was opened by mistake, we could have assisted you in negotiating with the casino. Unfortunately, it appears you knowingly chose to open another account without first consulting the casino.

If there's any additional information I might have overlooked, please let me know. However, based on the current circumstances, I’m afraid I may have to reject your complaint as unjustified. I truly wish I could offer more assistance.

Thank you in advance for your reply and understanding.

Dear sabinakadic123,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Best regards,

Petronela

Casino.Guru