VulkanSpiele Casino - La cuenta del jugador ha sido cerrada sin ganancias pagadas.

I was able to deposit money and play the whole time and yesterday I won €12,000 and wanted to withdraw the amount. After about 4 hours I received an email saying that my account was blocked.

I have written 6 emails there since yesterday and have not received a response

Ich konnte die ganze Zeit Geld einzahlen und spielen und gestern habe ich 12000€ gewonnen und wollte die Summe auszahlen nach ca.4 std habe ich eine email bekommen das mein Konto gesperrt ist.

Ich habe seit gestern 6 E-Mails dort hingeschrieben und bekomme keine Antwort zurück

Dear Chinook,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, I’d like to ask a few questions:

• When did you register your account, and have you successfully completed the verification process?
• What type of games have you been playing (live casino, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?
• Have you attempted to withdraw funds before, and if so, were those withdrawals processed without issues?

If there’s any relevant communication, please forward it to petronela.k@casino.guru so we can review it.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the matter further.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I only played slot machines.

I won the prize without a bonus.

no, I have not paid out any money before

Ich habe nur Spielautomaten gespielt.

den Gewinn habe ich ohne Bonus gewonnen.

nein vorher habe ich noch kein Geld ausgezahlt

I would like to see that there are multiple player accounts of mine because I have only registered one

Ich möchte gerne sehen das es mehrere spielerkonten von mir gibt weil ich nur eins registriert habe

Hi Chinook,

Thank you for your prompt response and for clarifying the details about your gameplay and account. I’d like to ask a few additional questions:

• Did you receive any prior warnings or notifications from the casino before your account was blocked?
• Have you attempted to contact the casino through other channels, such as live chat or phone support? If so, did they provide any explanation for the account block?
• Have you completed the account verification process (KYC) before the block? If yes, when did you submit the required documents, and were they approved? If not, did the casino request any verification documents after you requested the withdrawal?

Your answers will help us understand the issue better and support you in resolving this matter as efficiently as possible. If you have any additional information or communication with the casino, please feel free to forward it to petronela.k@casino.guru.

I look forward to your reply.

Dear Chinook,

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.

Good evening, I have tried to contact you several times, including via live chat.

I did not receive any warnings or notifications before the ban.

The kyc was successfully registered and Kapp had no problems

Guten Abend ich habe sie mehrfach versucht zu kontaktieren auch über dem Live Chat.

ich habe keine Warnungen oder Benachrichtigungen erhalten vor der Sperrung.

Die kyc wurde erfolgreich registriert und es Kapp dabei keine Probleme

Thank you very much, Chinook, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you for your feedback

Vielen Dank für die Rückmeldung

Hello Chinook,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

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

Dear VulkanSpiele Casino,

I would appreciate your assistance in clarifying the circumstances surrounding the closure of the player's account, particularly regarding the outstanding winnings. If this action was taken due to a violation of rules, I kindly request that you share any relevant evidence of this with me at michal.k@casino.guru.

Thank you for your attention to this matter

Hello Michal,

The email with information regarding this situation has been sent to you.

Thank you.

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

Dear Chinook,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another with the same IPs, the same name and surname, the same address, and the same date of birth. All of the accounts took advantage of the bonuses, and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as was previously communicated to you.

I am sorry we could not be of more help on this occasion. Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru