Fiery Play Casino - Die Gewinne des Spielers werden konfisziert.

I've had my account for a while now, it's verified, and deposits were made via credit card from MY account or via Paysafecard. I played very well. Yesterday I won, wanted to withdraw it, and received an email saying it was being processed. Then, this morning, I got another email saying I supposedly violated a rule about not having multiple accounts. First of all, I ONLY played on this account, which is clear from the payment history. I only know about my ACCOUNT, and I only ever played there 🙁 It's really upsetting to lose €1000 even though I won! It's strange; deposits always go through, but when you win, you just get deleted! Please help me 🙁

Mein Konto habe Ich schon länger es ist veriefiziert und es wurden Einzahlungen per Kreditkarte von MEINEM konto durchgeführt oder per Paysafecard, ich habe sehr gut gespielt. Nun habe Ich gestern gewonnen wollte es Auszahlen und bekomme auch eine Mail das es in Bearbeitung sei, und Zack heute morgen eine Mail das ich angeblich verstoßen hätte gegen eine Regel das mehrere Konten besagt, erstens habe ich NUR auf diesem Account gespielt, was nachzusehen ist in der Zahlungs Historie denn ich weiß nur von meinem ACCOUNT und ich spielte auch nur da 🙁 es macht mich echt Traurig 1000 euro weg obwohl man gewonnen hat! komisch Einzahlen geht immer aber wenn man gewinnt wird man einfach gelöscht!Bitte hilft mir 🙁)

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 Janinemike,

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 I can fully understand the situation.

• Could you please advise which games you accumulated your winnings - slots, live casino, sports betting, etc.?  
• Have you accumulated your winnings with or without an active bonus? 
• Could you please confirm if you have passed the KYC verification? 
• Is there any chance that someone from your household or using the same IP address has also created an account 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,

Jean

So, I kept depositing, accepted offers like free spins and extra credit, but then I deposited 20 euros. On the site, they separate bonus credit and real credit; you can only withdraw real credit. If a wagering requirement hasn't been met, the system blocks the withdrawal. I won that amount playing slot games in the free spins: 4 heads on 50-cent reels and two full screen symbols on 1-euro reels... I was able to withdraw everything... I was also verified.

Also ich habe immer wieder eingezahlt habe angebote wie freispiele und extra guthaben angenommen habe denn aber 20 euro eingezahlt und auf der seite ist das so da wird das getrennt bonusguthaben und reales guthaben man kann auch nur reales Guthaben auszahlen sollte mal eine Umsatzbedingung noch nicht erfüllt sein ist die auszahlung vom System gesperrt, den Betrag habe ich gewonnen bei Slot Games in den Freispielen auf 50 Cent 4 Köpfe und auf 1Euro zweimal Vollbild K........konnte alles auszahlen......Veriefziert war Ich auch.

Dear Janinemike,

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, Kubo (jakub.m@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,

Jean Susor

Okay, I hope there will be a result soon.

Okey ich hoffe es wird bald ein Ergebnis geben

Dear Janinemike,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from VulkanSpiele Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear VulkanSpiele Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Good afternoon, Kubo and Janinemike,

Kubo, the information regarding this situation has been sent to your email address. Please review it when you have the opportunity.

Thank you in advance

Dear Fiery Play Casino,

Thank you for your message and for providing the necessary information regarding this case.

Dear Janinemike,

After conducting a thorough review of your case, I would like to share the results of our investigation.

Regrettably, based on the evidence provided by the casino, I must inform you that your complaint has been rejected as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all of which were created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos, as it undermines the integrity of the gaming environment. Such practices can lead to unfair advantages, including the exploitation of bonuses or promotions intended for single accounts. This disrupts the fairness and balance that casinos strive to maintain, which is essential for all players. Furthermore, it can result in substantial financial losses for the casino, necessitating strict enforcement of policies against such behavior.

For future reference, I strongly encourage you to adhere strictly to the casino's Terms and Conditions and to avoid any attempts to gain unfair advantages through the creation of multiple accounts. I understand that this outcome may not be what you were hoping for, but the evidence is conclusive.

Thank you for your understanding, and I sincerely apologize that I could not provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to assist you!

Best Regards,

Kubo