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Dear Sir/Madam,

I am writing to formally lodge a complaint against Vulkanspiele (operated by Nixxe B.V.) regarding my account, which has been blocked as a "duplicate account".

Account details:

Username / Email: vilisst@gmail.com

KYC: fully verified

The account was blocked despite the following facts:

I am a verified individual, and KYC verification has been successfully completed.

My son also has a Vulkanspiele account. We are two separate individuals living at different addresses, and each of us has only one account. According to Curaçao Gaming Control Board regulations, family members are not considered duplicate accounts when each account belongs to a verified individual.

There has been no evidence of any fraudulent activity or rules violation on my account.

Vulkanspiele’s support informed me that my account will remain blocked and I will not be able to withdraw my funds, citing "website rules violation". No detailed evidence has been provided to substantiate this claim.

I am attaching all relevant documentation and correspondence with Vulkanspiele to support my claim.

Thank you for your attention to this matter.

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.

Dear Stvil,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

Could you please advise whether you have managed to withdraw the funds mentioned in your previous complaint?

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,

Attila G.

Hi, I had problems with vertification. They fonally verified my account and i requested few withdrawals which was processed. I placed some winning bets, requested another withdrawals and my account is now blocked. They think I have duplicate account, but this is my only account with them, i swear. I asked for an evidences and they dont show them. Me and my sone are both verified customers, we have uploaded passports etc and now both accounts are blocked.

Dear Stvil, thank you for your response.

Could you please confirm how long have the both of you been verified in VulkanSpiele Casino?

Additionally, have you ever played from the same device?

If you have had any communication with the casino relating this issue, could you please forward that to my email address? You can find me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Helllo, i sent you reply in a email.

Dear Stvil,

Thank you for your response. I’m sorry, but we won’t be able to assist you further in this case.

Please note that if two family members use the same device in a casino, it becomes impossible for us to verify that the accounts were not operated by one person. Managing multiple accounts is strictly against the casino’s Terms and Conditions, and they are within their rights to confiscate winnings in such cases.

Thank you for your understanding. This complaint will now be closed. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Attila