FS Casino - La cuenta del jugador ha sido bloqueada después de la solicitud de retiro.

Hello, i was scammed with Vulkanbet support team. Please help me. So in past i had an account in Vulkanbet, i contacted their support, which told me that my profile is not blocked and i can safely use it. So i use it for like 2 weeks, i have made 30 deposits through bank transfer , i have done document verification and KYC also. Now when i have won some money (and also deposited 600eur), they blocked my account when i made a withdrawal request. They are telling me that i have other account , because of it. Yes in past , i had , but it is closed , and especially for this, i contacted this support member, who told me that i dont have other accounts, i’m not blocked and i can safely use my account which i done. Now when i make a withdraw for bigger win, they specially blocked my account.

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Dear RKMikelsons,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your Vulkan.bet account.

To better understand your situation, could you please clarify the following details:

• When exactly did you contact the casino’s support team to ask whether you could use your account again?
• Do you still have a copy or screenshot of that conversation with the support agent who confirmed that you could safely play?
• Can you please tell us when your account was blocked and whether the casino provided any specific reason or evidence to support their claim about multiple accounts?
• Have you received any written communication or emails from the casino regarding the closure and confiscation of your funds?

If you have any relevant correspondence, please forward it to petronela.k@casino.guru so we can review it as part of our investigation.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear RKMikelsons,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

I recently discovered that my account was blocked due to having two accounts registered under my name.

And they blocked both accounts. From the last one, i did not get my deposited money at least back, also winnings.

I understand this violates their terms and conditions, and I sincerely apologize — the second account was created by mistake, as I had forgotten about my first one.

The extra account was an honest mistake (e.g., forgot login, created a new one years later).

i did not abuse bonuses (like claiming new signup bonuses twice).

Please help to get deposited money back, at least. It is 600eur like.

Dear RKMikelsons,

Thank you for getting back to us and for clarifying your situation further. I understand this has been frustrating, and I’d like to make sure we have all the necessary details to properly assess your case. Could you please confirm or provide the following:

• When you created the new account, did you register it with the exact same personal details (name, date of birth, address, etc.) as the first one, or did you use different credentials (for example, a new email or slightly modified data)?
• Can you specify approximately when your first account was closed and when you opened the new one?

Thank you in advance for your cooperation.

Hello, about my request.

So i sent you an email (to  petronela.k@casino.guru )about my chat history, where Vulcanbet support member told me exactly - that i can use that account, make deposits, and do everything. 

Answers to questions:

1. I dont remember really but probably they are same name, surname, date of birth, address, because for both accounts i made KYC or document verification. 

2. 1-2 years ago.

Please help me getting my money back, thanks for understanding.

I sent all chats and screenshots to your email.

Dear RKMikelsons,

Thank you very much for your reply and for sending the screenshots and chat history to my email.

I would like to clarify one important point to ensure I fully understand how your second account was created.

From the communication you forwarded, it seems that you may have opened the new account using a different phone number, and that the casino only requested your personal details (name, address, date of birth, etc.) after the quick registration step. In other words, the account may have initially been created using just a phone number/email and a nickname, and the full data was added later during verification.

• Could you please confirm if this is correct?

Your confirmation will help us determine whether the casino should have detected the duplicate earlier and whether the situation was caused by their registration system.

Thank you in advance for your reply.

Both accounts have same phone number, name, surname, document verification, and KYC done. I don’t understand how they managed me to do that. I asked in chat if it’s possible to use account and that my other account needed to be deleted or removed, as i said to them. They blocked when i have withdrawal pending, but before that they allowed me to make deposits and make bets.

the casino should have detected the duplicate earlier and the situation was caused by their registration system.

Dear Vulkan.bet Team,

We would like to invite you into this communication.

The player reports that both of his accounts were created using the same personal details (name, surname, date of birth, phone number, and documents) and that he successfully completed KYC on both. He also states that he contacted your support team prior to playing, was told he could safely use the account, and proceeded to deposit and play based on this confirmation.

To properly understand what happened and to verify the player’s claims, could you please clarify the following:

• Did the player use identical personal credentials on both accounts?
• Did the player activate or redeem any bonuses, especially one-time or first-deposit bonuses, on any of the accounts that could be considered an attempt to gain an unfair advantage?

These clarifications will help us determine whether the duplicated accounts were the result of the player’s mistake or a potential oversight in the registration and verification process.

Thank you in advance for your cooperation.

Hello Petronela, your text is exactly what happened and everything is right.

On both accounts there are identical personal credentials.

About bonuses , i did not use first time or one time bonuses as advantage.

Good afternoon, Casino Guru team and RKMikelsons,  

We’ve carried out an additional review of this situation, taking into account the information you provided.  

As a result, we’ve decided to unblock your account.  

We apologize for the misunderstanding and wish you the best of luck in your future games!

Thank you very much for your update.

We would also like to thank the Vulkan.bet Team for reconsidering their standpoint and resolving the situation — we truly appreciate your cooperation on this case. 🙏

Dear RKMikelsons,

Could you please confirm whether everything is now working correctly on your side and if your issue is fully resolved?

Once we receive your confirmation, we will be able to close this complaint accordingly.

Thank you in advance for your reply.

Dear RKMikelsons,

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.

Vulkan.bet and … Petronela, Casino guru,

thank you very much for everything, i’m really sorry that this happened - it won’t happen again. Have a nice day/evening.!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RKMikelsons,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela