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Permanent Account Block Without Evidence

My account at VulkanSpiele was permanently blocked, with the casino alleging that I engaged in multi-accounting with a family member's account. They claim "matching payment methods, devices and bonuses" as the reason.

However, the casino has not provided any factual or technical evidence to support this claim. Despite my requests, they have not disclosed any device identifiers, IP addresses with timestamps, transaction references, activity logs, or any proof of coordinated or fraudulent activity. A general reference to internal detection systems does not constitute proof.

The decision appears based solely on general references to the Terms & Conditions (risk assessment and bonus limitations) without showing how my specific actions violated any rule.

Having a family member registered on the same platform does not automatically constitute multi-accounting. Each account should be assessed individually based on verifiable actions, not assumptions.

The sanction applied – permanent account closure and confiscation of funds – is severe and disproportionate, especially without presenting verifiable evidence or conducting a transparent review.

I have formally disputed this decision with the casino and requested disclosure of the technical data they rely on. As of now, no substantiated evidence has been provided.

I am requesting CasinoGuru’s assistance to review this case and help obtain either:

- documented proof supporting the casino’s allegations, or

- restoration of my account and funds if such proof cannot be provided.

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 SylwiaPlayer,

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 that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Is there any chance that this family member used the same device as you to log into their casino account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• What types of bonuses did you activate and play with at this casino?

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,

Veronika

Complaint response – clarification

Dear Casino Guru Team,

Thank you for reviewing my complaint. Below I provide a clear and factual clarification addressing the points raised by the casino.

• Number of accounts / identity 

There were two separate individuals, each holding only one account. 

My account was registered exclusively with my own personal data and identity documents. 

I confirm 100% certainty that there is no second account registered under my identity or documents.

• Household / device usage 

Both individuals belong to the same household and the same computer was used. 

Each account was accessed separately, using different browser environments. 

Using the same device within one household does not equal multi-accounting, as the accounts belonged to different verified individuals.

• IP address / VPN 

A VPN connection was used on one of the accounts for privacy reasons only. 

This was not used to hide identity, bypass restrictions, or gain any advantage. 

If the casino has technical logs, they can verify that different IP addresses were in use, consistent with VPN usage.

• Prior confirmation from casino support 

Before gameplay, I contacted the casino’s live chat and explicitly asked whether two different people from the same household may have separate accounts. 

I received a clear confirmation that this was allowed. 

I have a screenshot of this chat confirmation and can provide it to Casino Guru upon request. 

Additionally, support confirmed that using the same IP address is allowed.

• Bonus usage 

The bonus used was publicly available on my account and selected from the list of standard bonuses offered to all players. 

I chose the most attractive option available, exactly as any regular player is entitled to do. 

There was no bonus abuse, coordination, or manipulation.

Summary 

There was:

- no duplicate account under one identity, 

- no falsified or shared personal data, 

- no coordinated activity, 

- and prior explicit approval from casino support for multiple accounts within one household.

Given these facts, I respectfully request that the casino provide concrete evidence directly linking my personal identity to any alleged multi-accounting violation, rather than relying on general technical correlations such as shared household, device, or VPN usage.

Kind regards, 

Sylwia

Hello SylwiaPlayer,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good afternoon, Casino Guru team and SylwiaPlayer,

At the moment, we have requested an additional review of the gameplay activity on the specified account in games provided by Yggdrasil. We are currently awaiting their feedback.

Once we receive an update, we’ll be able to provide you with additional information regarding this matter.

Thank you.

Hello,

This response raises a serious inconsistency.

My account was already permanently blocked for alleged multi-accounting. That decision was communicated as final.

Now, after the block, you claim that gameplay on Yggdrasil games is still under review.

Please explain clearly:

Why is any gameplay being reviewed if the account was already closed for multi-accounting?

Are you now changing the reason for the block from multi-accounting to gameplay-related accusations?

If the block was correct, no further review should be necessary. If it was not, the block itself is questionable.

At this point it appears that new justifications are being introduced after the fact, which is unacceptable.

I request a single, consistent reason, supported by specific evidence, not vague statements about ongoing reviews.

I ask Casino Guru to address this contradiction directly.

Thank you.

Hello SylwiaPlayer,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear VulkanSpiele Casino Team,

Thank you for reaching out to us and providing more information regarding the player's complaint. We will wait patiently for the outcome of the game-check and look forward to hearing back from you once it is completed. Thank you once again for your cooperation.

Hello Veronika

Unfortunately we are still waiting for the responce from the gaming provider

We will get back as soon as we receive the required information

Thank you

First you accused me of alleged multi-accounting. When that turned out to be completely unfounded, you suddenly switched to another claim — supposedly unfair or non-compliant gameplay. 

If this accusation also proves false, I’m sure you will come up with something else. The same cycle over and over again.

When a player loses money, everything is perfectly fine. When a player starts winning, you suddenly begin searching for imaginary breaches of your terms and conditions to justify withholding funds. This is not customer support — this is an attempt to keep money by any excuse necessary.

You are nothing but ordinary thieves. You can shove that money up your ***!

Dear SylwiaPlayer

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 (michal.k@casino.guru). 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,

Veronika

Hello SylwiaPlayer,

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

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 michal.k@casino.guru for an independent review.

If you have received a report from the game provider, please forward this to me as well.

Thank you in advance

Good afternoon Michal,

We’ll be sending you additional information regarding this matter to your email shortly. Please allow some time for this.

Thank you for your understanding.

Hello,

This case clearly shows a pattern of shifting and inconsistent accusations.

It started with an allegation of multiple accounts. When that did not lead anywhere, Vulkan Spiele moved on to vague claims of "terms and conditions violations". Since then, the narrative keeps changing — going in circles — as you continue searching for anything that could eventually be used as an excuse to withhold my funds.

This is not a legitimate investigation. It is a fishing expedition designed to retroactively justify non-payment. Each new accusation replaces the previous one, not because new evidence exists, but because earlier claims failed to support your goal.

The prolonged delay, lack of concrete proof, and constantly changing allegations leave no doubt that Vulkan Spiele is intentionally trying to find a reason not to pay, rather than resolve the case fairly. This behavior demonstrates bad faith and a clear intent to deny the withdrawal at all costs.

At this stage, the situation speaks for itself.

Regards, 

Dear SylwiaPlayer,

Thank you for your patience. I have received and reviewed the information and evidence from the casino, and it appears that your case is more complex than anticipated.

Please allow me some additional time to thoroughly assess the entire situation.

Dear VulkanSpiele Casino,

I have sent some follow-up inquiries and I look forward to your prompt response.

Hello Michal,

We’ve sent a message to your email address with the relevant details regarding this matter. Please take a moment to review it at your convenience.

Thank you

Dear VulkanSpiele Casino,

Thank you for your email. I have responded back with some additional inquiries and am awaiting your reply.

Dear SylwiaPlayer,

As I informed you previously, your case turned out to be more intricate than it appeared at the beginning.

While the initial issue of potential multiple account usage has not been confirmed, there are still some inconsistencies in your gameplay that need further examination.

You have participated in several games, and although this is quite common and permissible, there are certain discrepancies that have come to light.

I am currently in discussions with the casino team about this matter, and we are also waiting for input from the game providers, which unfortunately can take additional time.

Just to clarify, have you and your family member, with whom you shared the same device, played the same games? Have you exhibited similar gameplay patterns as your family member (such as identical bet amounts, the same bonuses claimed, or similar bonus purchases and extra game features acquired, etc.)?

Dear Michał,

Thank you for your message.

Referring to your questions, I would like to clarify the following points clearly and unequivocally:

1. I do not know what games my family member played. I played games that I personally like and regularly play on other casinos as well. This is my standard behavior as a player, and on other platforms it has never resulted in any issues, investigations, or account blocks.

2. Regarding bonuses – I selected the most favorable bonus available on my account at that time. This is a completely normal and rational decision that any player would make. Choosing the best available offer cannot reasonably be treated as suspicious behavior.

3. My bet sizes were strictly dependent on my current balance. I did not use fixed or artificial patterns, nor did I attempt to mirror anyone else’s gameplay. Adjusting stakes to balance size is standard and expected behavior among players.

I did not do anything that differs from how I play on other casinos or how other regular players behave. Once again, I emphasize that no violations have been proven so far.

At this stage, I must state clearly that I continue to believe VulkanSpiele Casino is simply attempting to withhold my funds by searching for issues retroactively. As you yourself can see, if this complaint had not been escalated here, the matter would have ended solely with an unfounded account block under the pretext of alleged multi-accounting.

I am fully cooperating, but I expect concrete evidence rather than vague references to "inconsistencies." Prolonging the process without substantiated findings only reinforces the impression that this investigation is being used to delay or avoid payout.

I look forward to a clear and factual resolution of this matter.

Kind regards, 

Sylwia

Dear SylwiaPlayer,

Thank you for your reply. I completely understand your expectation for a clear, factual, and timely resolution. However, as mentioned previously, the case has proven to be more complex than it initially appeared. In order to proceed responsibly and reach a fair and well-informed conclusion, we require a detailed response/report from the game provider. Unfortunately, this step is essential, as it ensures that any decision made is based on complete and verified information rather than assumptions.

I kindly ask for your continued patience while we work through this process. Please rest assured that your case is being handled in accordance with our complaint resolution procedures and with careful consideration of all relevant aspects.

Should you feel that you would like to escalate the matter, you are, of course, fully entitled to contact the casino’s licensing authority or the appropriate regulatory body in your country.

In the meantime, we remain reviewing your case thoroughly and objectively, and we will update you as soon as further information becomes available.

Dear VulkanSpiele Casino,

I'm looking forward to your feedback on my latest email.

Good afternoon Michal,

We have sent an email with additional information to your address.

Thank you.

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

Dear SylwiaPlayer,

We have carefully reviewed all the information, evidence, and findings from the game provider's gameplay review. We understand that receiving unfavourable news can be disappointing, and we sincerely appreciate the time you've taken to present your perspective.

However, after a comprehensive evaluation of all the information and evidence, it is regrettable to inform you that the supporting evidence quite clearly indicates a case of bonus abuse, as identified during the game provider’s gameplay review and assessed according to the casino’s Terms and Conditions. The documentation and explanations provided substantiate the casino’s decision to permanently block the account and confiscate the balances, which is warranted under the relevant bonus rules. You have previously already found yourself in a similar situation; therefore, this cannot simply be regarded as a coincidence.

Considering the nature of the gameplay and the confirmed findings, a more detailed explanation seems unnecessary. Such practices necessitate a certain level of experience and understanding of bonus mechanics, which clarifies why this complaint cannot be upheld.

For these reasons, this complaint is now closed as rejected.

We kindly but firmly remind you that our Complaint Resolution Centre is designed to assist players with genuine and honest disputes. We kindly request that you reach out to us in the future only for legitimate issues and not in cases involving the intentional abuse of casino systems or bonus mechanics.

We do wish you well and hope your future experiences are positive ones.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us, and we will make every effort to assist you.

Best regards,

Michal

Casino Guru