VulkanSpiele Casino - Das Spielerkonto wurde gesperrt und das Guthaben eingezogen.

My account at Vulkan Spiele has been blocked, and 2,000 PLN of my funds have been confiscated. The casino claims the reason for the block is "multi-accounting" and "third-party deposits."

I would like to clarify that the second account belongs to my wife. We are a married couple with shared finances (joint property), and we were unaware that using a shared bank account or having accounts for both spouses was strictly forbidden. It was an honest mistake, not an attempt to abuse bonuses or defraud the casino.

We are both willing to undergo a full KYC verification process, including providing IDs and a "selfie" together to prove our identities. I requested the casino to unlock my account or at least refund the deposits, but they refused. I am asking for your help in mediating this case to recover my 2,000 PLN.

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 issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Do you and your wife share a joint bank account, meaning that both of you are officially listed as account holders?
• Has it ever happened that your wife deposited funds into your gambling account using a payment method registered solely in her name, or that you deposited funds into her account using a payment method registered solely in your name?
• Did you each use separate devices to access your respective casino accounts, or was the same device used for both accounts?
• Did either of you claim or use any bonuses?
• What types of games did each of you play?

Your answers will help us assess the situation more accurately and determine how we can proceed.

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

Hello, the bank account is in my name, but my wife and I have joint property. We've had the account for over two years, and we've never had any problems. My wife has never deposited money into my gambling account. I deposited money from my bank account. We used the same device with the app; it was more convenient for us. At first, we took bonuses, but we never won anything from them. We played various games, usually fruit machines, such as "The Supplier" (1spin4win). The accounts were valid for a long time, deposits were made, and there were never any problems. When I won a larger amount, the account was immediately blocked. When I made a deposit, they didn't say anything about any problem. Thank you very much for your attention to my problem. I just want my money back, and I've used their services many times. Thank you very much. Have a nice day. Best regards, Radosław R.

Witam , konto bankowe jest na mnie ale z żoną mamy wspólnotę majątkową, konto posiadamy od ponad swych lat i nigdy nie było problemów . Żona nigdy nie wpłacała środków na moje konto hazardowe . Ja wpłaciłem najem konto środki z mojego konta bankowego . Używaliśmy jednego urządzenia z aplikacją tak było wygodniej dla nas . Na początku były brane bonusy ale nigdy nic nie wygraliśmy z tych bonusów , graliśmy w gry różnego rodzaju zazwyczaj automaty z owocami np.Dostawca (1spin4win) . Konta były ważne długi okres wpłaty były robione i nigdy nie było problemu a gdy trafiła się większa kwota wygranej to odrazu blokada konta , gdy robiłem wpłaty nic nie pisali że jest jakiś problem . Bardzo dziękuję za zainteresowanie się moim problemem chce tylko odzyskać pieniądze a już niejeden korzystać z ich usług . Dziękuję bardzo życzę miłego dnia pozdrawiam Radosław R.

I didn't mean to cheat anyone out of any money, I made a mistake

Nie miałem na myśli kogoś oszukać na żadne pieniądze , popełniłem błąd

Dear Pakol93,

Thank you for your detailed reply and for clarifying the situation.

After carefully reviewing all the information you provided, we understand that you and your wife are a married couple and that the situation was not an intentional attempt to abuse the casino. However, there are several important factors that significantly limit our ability to intervene in this case.

You confirmed that:

• Both accounts were accessed from the same device
• Bonuses were claimed on the accounts

From our perspective, the key issue is that when two casino accounts are accessed from the same device, we have no objective way to verify who was physically operating that device at any given time. In other words, we are unable to prove that two different individuals were using the accounts separately, rather than one person controlling multiple accounts from the same device.

In the online gambling environment, this type of situation is commonly flagged as potential multi-accounting, especially when bonuses are involved. Casinos are generally entitled, under their anti-fraud and anti-multi-accounting rules, to close accounts and confiscate winnings if they cannot reliably distinguish between separate users.

We fully understand that this may feel unfair, particularly if there was no intention to break any rules. However, since we are unable to conclusively demonstrate that the accounts were operated independently by two different individuals, we unfortunately cannot challenge the casino’s decision or request a refund of the confiscated funds.

I’m very sorry that we cannot bring you more positive news in this case.

Best regards

Veronika