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Casino Guru Complaint – Short Description

My Vulkanspiele Casino account was permanently blocked immediately after I won approximately 500,000–600,000 HUF.

The casino claims that I created multiple accounts using the same personal data. This claim is false.

The second account belongs to a different person:

different name

different gender

different email

different phone number

different address

different ID documents

That second account successfully completed full KYC verification, which was officially confirmed by Vulkanspiele via email. This alone proves that the two accounts are not owned by the same person.

My own KYC process was already in progress and most documents were accepted. Only one document was still pending, and I was never notified nor given the opportunity to complete it.

I never received any official email about the suspension. All explanations were given only via live chat, without evidence.

The timing of the ban — directly after a large win — strongly suggests unfair treatment and unjustified withholding of winnings.

I am requesting:

a clear explanation of the alleged violation

evidence supporting the "duplicate account" claim

completion of my KYC or release of my legitimate winnings

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 your complaint. I’m sorry to hear about your negative experience with Vulkan Spiele Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how you arrived at the conclusion regarding the other player's account?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your message and for reviewing my complaint. Please find my full response below, including all relevant clarifications.

1) How long were you a player at the casino and when was your account blocked?

I registered at VulkanSpiele Casino on 10 July 2025.

I was an active player for a short period of time (days/weeks, not months).

My account functioned normally during registration, deposits, and gameplay.

The account was blocked shortly after I accumulated a significant balance of approximately 500,000–600,000 HUF.

2) How did you learn about your account being blocked?

I became aware of the block when I was no longer able to access my account.

After that, I received emails from the casino support confirming a permanent ban due to an alleged violation of rule 5.5.4 (duplicate accounts).

3) What games did you play to accumulate your current balance?

I played casino games, primarily slot games.

I did not participate in sports betting.

4) Did you achieve your current balance with the help of a bonus?

Yes, I used a bonus on my account.

However, this requires an important clarification:

- Only my account used a bonus.

- The other account did NOT claim, activate, or use any bonus at any time.

- The bonus on my account was fully wagered according to the casino’s terms and conditions.

- All wagering requirements were completed before the account was blocked.

At the time of the block, my balance consisted of real money resulting from completed wagering, not an active bonus balance.

5) Could you please explain how you arrived at the conclusion regarding the other player's account?

The other account belongs to my spouse.

We live at separate residential addresses, and this can be fully supported by official Hungarian government-issued documents.

Each of us has separate personal data, separate residence, and separate identity documents.

In addition, the other account successfully passed KYC verification, which was approved by the casino.

Despite this, the casino claims that the accounts are "duplicate" based on alleged IP usage and alleged bonus usage, without demonstrating that I created, controlled, or operated the other account.

6) Could you please share your communication with the casino regarding the accusations made against you?

Yes, I will provide full communication.

The correspondence shows that:

- the casino initially referred generally to "duplicate accounts",

- later emphasized IP address usage,

- and eventually claimed that both accounts used bonuses,

while at the same time refusing to provide any concrete evidence (such as dates, bonus IDs, logs, or proof of account linkage).

I will send the relevant emails and chat transcripts to your email address ([email protected]) and/or upload screenshots here as requested.

Thank you very much for your assistance. I appreciate your independent review of this matter, as the casino maintains a final position while refusing to disclose supporting evidence.

Kind regards,

Attila ***

Dear Atala92,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Atala92,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite VulkanSpiele Casino to join the conversation.

Dear VulkanSpiele Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] for an independent review.

Thank you in advance.

Hello Michal,

thank you for taking over my case and for contacting the casino directly.

I appreciate your assistance.

I am available and ready to provide any additional information or documentation if needed.

Kind regards,

Atala92

Good afternoon, Casino Guru team and Atala92,

Please accept our apologies for the delay in responding.

We need some additional time to review the information related to this situation.

Thank you for your understanding.

Hello Michal,

thank you for the update.

I understand that the casino has requested additional time. However, I would like to note that the casino has already had sufficient time prior to this to review the case, and the alleged violations have been communicated to me as "final" without evidence.

I am fully cooperating and remain available to provide any additional information if needed. At the same time, I kindly ask that the review proceeds within a reasonable timeframe, as the funds have been withheld for some time now.

Kind regards,

Atala92

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon, Casino Guru team and Atala92,

We’ve carried out an additional review of the information related to this situation. Following the review, it was confirmed that the accounts in question are not considered multi-accounts. Therefore, a decision was made to unblock these accounts.

We apologize for the inconvenience caused and wish you an enjoyable gaming experience.

Hello Michal and Vulkan Spiele Casino,

I can confirm that I was able to log into my account and successfully initiate the withdrawal.

I will keep you updated once the payment is completed.

Thank you again for your support.

Kind regards,

Atala92

Thank you all for your responses.

Dear Atala92,

I'm looking forward to your confirmation regarding the receipt of the funds.

Dear Atala92,

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.

Hello,

Following the account unblocking, I initiated a withdrawal.

I have received only a partial payment of 45,000 HUF, while the remaining balance is still unpaid.

Additionally, I am currently unable to log into my account and receive an "Unknown error" message.

Please clarify the status of the remaining balance and restore access if further action is required from my side.

Kind regards,

Hello Michal,

Just to clarify one important detail:

since initiating the withdrawal, I have not logged into my account at all.

The login issue ("Unknown error") appeared without any activity from my side, after the partial payment was made.

Kind regards,

Atala92

Thank you for your response, Atala92.

I'm somewhat disappointed to hear that you have yet to receive all of your winnings.

Dear VulkanSpiele Casino,

Could you kindly provide an explanation as to why the player has not yet received all of their winnings? Furthermore, I would appreciate it if you could clarify the situation regarding the player's difficulty in accessing their account.

Good afternoon Casino Guru team and Atala92,

After the account was unblocked, several withdrawal requests were submitted. One of the requests was successfully processed, and the funds were credited accordingly. The remaining requests were canceled, as the available balance was used to place bets in games.

Regarding the login issue — Atala92, could you please clarify whether these difficulties occur when trying to access the account via a browser or through the app? Are you able to enter your login and password, or does the error appear immediately when the login page opens?

We can see that there were several successful logins to your account between January 6 and January 11.

Thank you.

Hello Michal,

Thank you for the update. I would like to clarify the situation in more detail:

I confirm that I logged into my account on January 6.

However, after that date, I did not intentionally place any bets or actively play any games.

Since initiating the withdrawal, I did not use the remaining balance to place bets. I did not open games, place wagers, or play intentionally.

Regarding the login issue:

I am currently unable to log into my account both via the browser and via the mobile application.

In both cases, I receive an "Unknown error" message.

I would also like to clarify that I use a separate mobile phone for playing at the casino.

This device is not in daily use and is used specifically for gaming purposes, not for regular everyday activity.

If the casino’s records show "successful logins" between January 6 and January 11, I believe these may be related to:

cached or persistent sessions,

automatic app background connections,

or system-level login records,

rather than active gameplay initiated by me.

For transparency, I kindly ask the casino to provide:

the exact games allegedly played,

the precise timestamps,

the wager amounts,

and the platform/device used (app or browser),

so it can be clearly determined whether these actions were intentionally performed by me or resulted from a technical or system-related issue.

Kind regards,

Atala92

Good afternoon, Atala92,

Gameplay activity took place on January 7 during the daytime, as well as on January 9 during the night and in the morning. All logins to the account were made from the same Android-based device and from the same IP address ranges as before. The gameplay itself was carried out in the same games you had previously played, such as Power of Olympus, Sugar Rush 1000, and Sweet Rush Bonanza.

We do not see any signs of unauthorized gameplay in this case.

Thank you.

Hello Michal,

Thank you for the clarification.

I would like to respond carefully to the information provided by the casino:

I do not dispute that the activity originated from my Android device and usual IP ranges.

However, I would like to emphasize that this alone does not automatically mean that the gameplay was intentionally initiated by me after the withdrawal was requested.

After initiating the withdrawal, I did not consciously open games or place wagers with the intention to continue playing.

Given the account unblocking, partial payout, and subsequent login issues, it is not clear whether the reported activity resulted from:

a lingering or cached session,

automatic game reconnection,

or a technical issue related to the account state during the withdrawal process.

Regardless of the cause of the gameplay, the key issue remains unresolved:

only a partial amount (approximately 45,000 HUF) was paid,

the remaining balance has not been settled,

and access to the account was subsequently restricted again with an "Unknown error".

My primary request is not to dispute device ownership, but to achieve a proper and transparent closure of the case:

either by restoring access so the balance status can be verified,

or by settling the remaining balance directly.

I appreciate your continued assistance and ask for guidance on how to proceed toward a complete resolution.

Kind regards,

Atala92

Dear VulkanSpiele Casino,

Thank you for your responses. I would appreciate it if you could provide me with evidence regarding the events that transpired in the player's account, as you mentioned above at [email protected].

Dear Atala92,

I would like to clarify that if you (or anyone else) successfully log in to your casino account with your valid credentials on the same device from the same location, it is generally understood that the account activity is performed by you. As you are the only individual who should possess your login information, it is important to ensure that it is not shared with anyone else.

If you have cancelled the withdrawals and chosen to continue playing, and during that time, the funds were unfortunately lost, there may be basically nothing that can be done anymore.

I will await the evidence from the casino for an independent review.

Hello Michal,

thank you for the clarification.

I understand the general principle you described. I can confirm that I did not share my login credentials with anyone else.

At the same time, I maintain that after initiating the withdrawal, I did not intentionally cancel the withdrawal in order to continue playing, nor did I consciously place bets with the intention to lose the remaining balance.

I agree that the key point now is the evidence from the casino, and I will await your independent review once it is provided.

Kind regards,

Atala92

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear VulkanSpiele Casino,

Thank you for your email. I have responded back and am awaiting your timely reply

Hello Michal,

We’ve sent an email with the relevant information to your email address. Please feel free to review it at your convenience.

Thank you

Thank you for all the information and evidence provided, VulkanSpiele Casino.

Dear Atala92,

After gathering and reviewing all the information and evidence related to your account, including the login times and your gameplay history, it was confirmed that you (because you confirmed that you have NOT shared your login credentials with anyone else) indeed accessed your casino account between January 6 and January 11.

Your account was accessed from the IP addresses within the same range and from the same device (device ID) as previously; moreover, the games that were played during this time correspond with your typical gameplay behaviour, including games like Sugar Rush 1000, Sweet Bonanza, Sugar Rush Xmas and others. This was played partially with funds that you deposited during this time and from the cancelled withdrawals. No unusual or even failed login attempts have been identified.

Sadly, during this time, luck did not smile on you, and you lost the funds. You have received the funds from the withdrawal that you previously did not cancel. Since you depleted the balance with the normal gameplay, there are no further dues to you at this time.

I can assure you that as an independent entity, I have reviewed all the information and evidence carefully, and there is no wrongdoing on the casino side detected.

I hope this response has provided the clarity you've sought.

Please let me know if I can regard this case as addressed/clarified or if you need assistance with anything else.

Hello Michal,

Thank you very much for your thorough review and for the time you dedicated to this case.

After reconsidering the situation, it is possible that my wife may have used the phone during that period, as the device was at home. If this contributed to the gameplay activity recorded on the account, I sincerely apologize for any confusion caused.

I would also like to express my appreciation to VulkanSpiele Casino for reviewing the case and to you personally for your professional handling of the complaint.

With that said, I would kindly like to raise one final question. I am currently still unable to log into my account, as I continue to receive an "Unknown error" message. I attempted to log in again today. I have sent you a video via email demonstrating the issue.

Could you please clarify why access is still restricted?

Thank you again for your assistance.

Kind regards,

Atala92

Dear Atala92,

Thank you for your response. I'm glad the situation has been clarified.

Dear VulkanSpiele Casino,

Could you kindly inform us about the reason the player is unable to access their account? Is there a technical issue, or might there be another explanation for this, please?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon Michal and Atala92,

The account is not blocked, and access to it is currently open. It is possible that the login issue is related to an outdated version of the application. In this case, we recommend accessing your account directly through a web browser instead of the app, and then installing the latest version of the application.

Atala92, we will send the website link to your email shortly. Please allow some time.

Thank you for your patience.

Good afternoon Michal and VulkanSpiele Team,

I would like to sincerely thank you both for your assistance and cooperation throughout this process.

I was able to successfully log in using the website link provided, and everything is working properly now.

I truly appreciate the time, professionalism, and support shown by both Michal and the VulkanSpiele team.

Thank you again for your help.

Kind regards,

Atala92

Thank you for your response, VulkanSpiele Casino.

Dear Atala92,

Thank you for your response. I believe the situation has now been appropriately clarified/addressed, and I'm glad that our involvement has helped to resolve the matter.

As a friendly reminder for the future, I would kindly suggest avoiding the sharing of your personal device. As a standard practice in the industry, it's always safest when the casino account holder is the only one with access. I only mention this to help you avoid any similar complications down the road.

This being said, I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru