Vulkan Vegas Casino - Das Spielerkonto wurde geschlossen.

I would like to add important information to my dispute.

The merchant has completely blocked my access to the player account. I am unable to log in, verify my balance, or access my transaction and gameplay history.

This means I cannot confirm what happened to my funds, and I have no transparency regarding the service I paid for.

Additionally, the merchant previously required me to sign a statement waiving all legal claims in order to regain access, which is an unfair and coercive condition.

I believe I have been denied access to the service and my funds without proper justification.

Please include this information in the investigation.

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 your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If this is not your original complaint on our platform, please share details and a link to the original thread.
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I discovered that the merchant (VulkanVegas) was intentionally masking payment transactions by displaying fictitious retail store names on my statement instead of the actual service name. I have a screenshot of the conversation, in which the agent admits that the transactions came from "various sources." This is a blatant violation of Visa/Mastercard policies

Greetings,

The player has zero on their balance and is permanently blocked.

Regards

To correct my initial post regarding the waiver of claims against the casino, I did not write or send such a statement. There was a typo, sorry for the mistake.

"I want to emphasize that the entire amount of 12,000 PLN was deposited within a single day – February 2026. The casino accepted these funds through multiple deposits without freezing the account or requesting any KYC or Source of Wealth (SOW) verification. This is a severe violation of player protection standards. For the following 13 days, I continued to use the account without any oversight. I only initiated the KYC process myself on March 9th, 2026, of my own volition, which is confirmed by an email from the casino. The lack of intervention following such high turnover within 24 hours proves that the casino completely ignores financial safety and responsible gambling regulations.

I'd like to thank the official Vulkan Vegas representative for their response, which officially confirms my activity and account status at your casino.

Most importantly, I'd like to emphasize that the representative confirmed in this thread that the domains vulkanvegas987.com and vulkanvegas988.com, to which I deposited funds, are indeed the operator's official websites, because I used those domains.

Hello Angela24,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tomas,

I have an important update that changes the legal nature of my complaint. Officially, on April 7, 2026, I am filing a complaint with the Prosecutor's Office and the Police regarding identity theft (Article 190a § 2 of the Penal Code) and financial fraud committed by the operator of Vulkan Vegas.

Good morning,

Have all sent emails been checked?

I would like to receive information regarding my complaint.

Best regards

Hello Angela24,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good morning, has there been any information from the casino regarding identity theft, transaction masking and lack of KYC/AML when accepting deposits in the amount of approximately PLN 150,000?

Thanks for sharing your point of view and information provided here and via email. I apologize for not replying sooner.

If you believe you are in vulnerable state you have to inform the casino of your gambling issues to trigger player protection. If you won't, you might not be protected when depositing and playing. We are unable to pursue cases where the casino lacks a particular license or uses third party vendors to process your payments.

License status of every online casino in our database can be checked in the casino review on the main casino page. We do our best to keep this information accurate and up-to-date. If the casino accepts players from your country it's expected they pay out winnings.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Since there was no balance withheld or confiscated by the casino and the money was lost via gameplay, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.