FS Casino - Акаунтът на играча е затворен без решение.

The site closed my account and sent me the following email:

"Your account has been blocked for breaching rule 10.5 (If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.). You are banned from creating a new account and playing on our website. Any new accounts you register will be blocked."

I only have 1 account and there is a balance of 20,000 Php which I have requested for withdrawal. The site refuses to communicate with me towards a resolution.

I have asked the payment provider they use locally to help me, but if it can't I will seek legal measures to ask the payment provider to compensate me.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi,

1. Sports Betting
2. Yes, fully verified
3. No bonus used.

They paid out 5,000 just today, but I'm still waiting for the Php 15,000 remaining.

Hello,

thank you for your message.

• Could you please provide the exact date your withdrawal request (remaining 15 000)?
• Is casino communicating with you?

Looking forward to your reply,

Katarina

Hi,

1. August 6 (3 withdrawals amounting to Php 15,000)
2. I stopped writing emails after getting the same negative response twice.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear nocher324,

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 emailed you directly with the emails from Vulkan. I sent them last 20 August. Did you receive them?

Thank you very much, nocher324, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vulkan.bet Casino representative to join this conversation.

Dear Vulkan.bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Ok. Thank you.

Hello Casino Guru team and nocher324,

The user was placing sports bets and, in the course of doing so, carried out actions that were identified as violations of the rules. For this reason, the account has been blocked.

Thank you. 

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards,

Mirka