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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 ([email protected]). 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 [email protected] 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