FS Casino - Igrački nalog je zatvoren zbog dupliranja.

I would like to submit a complaint regarding FS Casino.

I created one account on FS Casino, which appears to be a rebranded or new version of a previous platform known as Vulkan. I understand that I also had an older account connected to the previous platform, but I want to be fully honest that I used a different email address and did not intentionally try to violate any rules.

This was not done with any intention to create multiple accounts for advantage. I simply forgot about the old account over time and registered again when I saw the new platform under a different name.

My issue is that I was able to deposit and play without any warning or restriction. Only when I attempted to withdraw my winnings was I informed about a "duplicate account" violation, and my account was then closed.

I am not trying to create problems, and I am being honest about the situation. I feel the timing of the restriction is unfair, and I am requesting a fair review of my case and consideration of my winning funds.

I created one account on FS Casino, which appears to be related to an older platform known as Vulkan. I also had an older account connected to that previous platform, but I used a different email address and did not intentionally try to break any rules. This was not done to gain any advantage, and I am being fully honest about the situation.

What I find unfair is that there were no issues at all while I was depositing and playing daily. No warning or restriction was shown at any point during deposits.

The issue was only detected when I requested a withdrawal of my winnings, at which point my account was closed for a "duplicate account" violation.

From my perspective, this timing feels unfair, as I was allowed to continue depositing and playing without any indication of a problem.

I am not trying to create problems, I simply want a fair review of the situation.

I believe my deposits and play were made in good faith, and I respectfully request that this case is reviewed properly.

FS Casino rebranded name

https://fs1.casino/en

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you accessed your account at Vulkan.bet Casino?
• Are you still using the email address that you registered with at Vulkan.bet?
• Have you tried registering at FS Casino using the same email address you used for your Vulkan.bet Casino account?
• Have you received any promotional emails or text messages informing you that Vulkan.bet Casino had changed to FS Casino?
• Have you activated any bonuses in your FS Casino account? If so, kindly specify what types of bonuses they were.

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

Best regards

Veronika

The last time I accessed my Vulkan.bet account was quite some time ago, and I no longer actively used the platform before it transitioned to FS Casino.

Yes, I am still using the same email address that was originally registered with my Vulkan.bet account.

Yes, I may have used the same email address when registering at FS Casino, as I believed it was connected to or replacing the former Vulkan.bet platform.

I do not clearly recall receiving any direct promotional email or SMS specifically stating that Vulkan.bet had changed into FS Casino, though the branding and platform appeared related/similar to me at the time.

Yes, I activated standard promotional bonuses available on the platform, such as welcome/reload/free spins type offers that were publicly available to regular users. I did not intentionally attempt to abuse any bonus system or violate the platform rules.

• Thank you for your reply and for clarifying the situation further. I would like to ask a few additional questions to better understand the circumstances surrounding the account registration.
• In your first comment, you mentioned that you may have used a different email address for your FS Casino account. However, in your latest reply, you stated that you may have also used your Vulkan.bet Casino email address when registering at FS Casino. Could you please clarify this discrepancy?
• When registering at FS Casino, did you first attempt to log into your existing Vulkan.bet account or recover access to it through a password reset option, before creating a new account?
• Could you also please clarify whether your FS Casino account was created manually as a completely new registration, or whether your old Vulkan.bet account was automatically migrated to the FS Casino platform?

Thank you for your message.

To clarify, I was not completely certain which email address I had previously used on Vulkan.bet, which is why my earlier explanations may have sounded inconsistent. I did not intentionally try to create multiple accounts or bypass any rules.

Before registering at FS Casino, I did not successfully access or recover the old Vulkan.bet account. Since I could not access it and FS Casino appeared to be a separate platform, I proceeded with what I believed was a normal registration process.

As I now understand it, the old Vulkan.bet account had already been migrated to the FS Casino platform. However, at the time of registration, I was not aware of this migration or that the existing account was still connected to me within the same system.

At no point was there any intention to abuse bonuses, create duplicate active accounts knowingly, or violate the platform rules deliberately.

Hello,

I would like to clarify that one of the accounts was originally on Vulkan.bet and was later migrated to FS Casino.

I recently created the FS Casino account without any issues during registration, and the account was successfully verified using my phone number on FS Casino. Because of the migration between the platforms, I did not realize this could be considered a duplicate account violation.

I never intended to break the rules or create multiple active accounts to abuse bonuses or services. I would appreciate it if this situation could be reviewed taking the migration into consideration.

Kind regards,

F. G. P.

To clarify, I was unsure which email address was connected to which platform because the Vulkan.bet account was later migrated to FS Casino, and this caused confusion on my side regarding the login details used at the time.

Before creating the FS Casino account, I did not realize that my old Vulkan.bet account could already be connected to the FS Casino platform after the migration. Because of this, I proceeded with a new registration manually on FS Casino and completed the verification process successfully using my phone number.

At no point during registration or verification was I informed that an account connected to my details already existed. Since the account was accepted and verified, I believed everything was in order and had no intention of violating the rules or creating duplicate accounts intentionally.

From my understanding, the old Vulkan.bet account was migrated to FS Casino automatically, while the FS Casino account itself was created manually by me later, without realizing the migration had already taken place.

Dear destro83

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, Martina (martina.b@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

Dear destro83,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FS Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good afternoon, Martina and destro83,

Martina, we have sent an email with information regarding this situation to your email address. Please review it when you have the opportunity.

Thank you in advance.

Dear FS Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Good afternoon Martina,

We have sent you a reply by email with additional information regarding this matter. Please take a moment to review it at your convenience.

Thank you for your understanding.

Greetings, all.

Thank you, FS Casino, for providing all the information and the evidence about this case.

Dear destro83,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration. Your two accounts were created prior to the website’s rebranding and there is no doubt that the personal information specified in the profiles of these accounts is identical.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.