FS Casino - A conta do jogador foi encerrada devido a uma suposta fraude.

I've been a vulkan bet customer for a few years now and I've never had any problems.

This week I made 2 deposits totaling 210 eur. When I went to make a withdrawal, I received an email saying that my account was blocked forever because of suspected fraud and they refuse to give any further explanation.

Of course, it's all a lie, I've never been involved in any fraud scheme and what's worse is that the company is acting in bad faith.

I've already made several contacts with the company but they are unyielding.

I'm available to give you all the information you need to resolve the situation.

Thank you!

Sou cliente do vulkan bet a alguns anos e nunca tive qualquer problema.

Esta semana fiz 2 depósitos no valor total de 210 eur. Quando fui fazer um levantamento, recebi um email a dizer que a minha conta estava bloqueada para sempre por suspeitas de fraude e recusam se a dar mais explicações.

Como é obvio, é tudo mentira, eu nunca estive nem estou envolvido em nenhum esquema de fraude e pior nota se que a empresa está a agir de má fé.

Já fiz vários contactos com a empresa mas estão irredutíveis.

Estou disponível para dar todas as informações para resolver a situação.

Obrigado!

Dear nxavier,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better assist you in this situation, could you please provide us with more details? It would be helpful if you could answer the following questions:

• What method did you use to make your deposits?
• Have you received any specific information from the casino regarding the suspected fraud accusation?
• What exact communication have you had with the casino regarding your account status?
• Is there any further documentation or evidence you can provide to support your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication on this matter, feel free to forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear nxavier,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Email from the player:

Good morning,

I have filed a complaint against vulk bet. I just received a message that my complaint had been closed because the player stopped responding.

I have always answered your questions. It's the first time I'm using your complaint, there may have been something I didn't understand.

Please, I want to continue my complaint, it's very unfair what you've done to me.

Can you help me, what do I need to continue my complaint?

Thank you

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Email from the player:

Bom dia,

Apresentei uma queixa contra a vulk bet. Acabei de receber uma mensagem que a minha reclamação tinha sido encerrada porque o jogador parou de responder. 

Eu sempre respondi às vossas questões. É a primeira vez que estou a usar a vossa reclamação pode ter havido algo que não tenha percebido.

Por favor eu quero continuar a minha reclamação, é muito injusto o que fizeram comigo.

Pode.me ajudar, o que é preciso para continuar a queixa.

Obrigado 

Hi,

Thank you very much for your message, and I’m truly sorry if our previous response caused any confusion or frustration. We appreciate you reaching out again and confirming your willingness to proceed with the complaint.

To continue our investigation and assist you as effectively as possible, we kindly ask you to provide the following details:

• What method did you use to make your deposits?
• Have you received any specific information from the casino regarding the suspected fraud accusation?
• What exact communication have you had with the casino regarding your account status?
• Is there any further documentation or evidence you can share to support your case? (screenshots, emails, etc.)

Please feel free to forward any relevant communication or files directly to petronela.k@casino.guru.

Thank you in advance for your reply.

Hello good afternoon, my complaint was closed and has since been reopened. I am available to answer any request for clarification, this is my first time and I can't understand what you need to know. Can you help me please?

Olá boa tarde, a minha reclamação foi fechada e entretanto reaberta. Estou disponível para responder a qualquer pedido de esclarecimento, é a minha primeira vez e eu não consigo perceber o que precisam saber. Podem me ajudar por favor

Hello,

Thank you for your message.

To move forward with your complaint, we kindly ask you to simply answer the questions listed in our previous message. This information is essential for us to properly investigate your case and support you.

We look forward to your reply.

Good afternoon,

Regarding the questions:

Which method did you use to make your deposits?

The method was skrill

Did you receive any specific information from the casino about the suspicion of fraud?

I haven't received any specific information, they simply suspect me of fraud. Your gaming account has been permanently blocked. The company's response is as follows:

What exact communication did you have with the casino about the status of your account?

The company's response was as follows

In the event that a Company suspects that it may be engaged in or may be involved in fraudulent, illegal or improper activities, including, without limitation, money laundering activities or conduct related to the Terms, either your access to the services may be blocked immediately and/or your account will be blocked). If your account is blocked or locked under these circumstances, the Company will not be obligated to refund any funds that may be in your account.

I am happy to answer any further questions you may have.

Thank you very much

Olá boa tarde,

Em relação as questões:

Qual método você usou para fazer seus depósitos?

O método foi o skrill

Você recebeu alguma informação específica do cassino sobre a suspeita de acusação de fraude?

Não recebi nenhuma informação especifico, simplesmente suspeitam que sou fraude. A sua conta de jogo foi bloqueada permanentemente. A resposta da empresa é a seguinte:

Que comunicação exata você teve com o cassino sobre o status da sua conta?

A resposta da empresa foi a seguinte

Caso uma Empresa suspeita que possa estar envolvida ou possa estar envolvida em atividades fraudulentas, ilegais ou impróprias, incluindo, sem limitação, atividades de branqueamento de capitais ou conduta relacionadas aos Termos, ou seu acesso aos serviços poderá ser bloqueado imediatamente e/ou sua conta será bloqueada.) Se sua conta for bloqueada ou bloqueada nestas circunstâncias, a Empresa não será obrigada a reembolsar quaisquer fundos que possam estar em sua conta.

Estou ao dispor para qualquer afirmação adicional.

Muito obrigado

Hello,

Thank you very much for your reply and for clarifying the situation so far — this is very helpful for our review.

To better understand your case and communicate effectively with the casino, could you please provide a few more details:

• Could you let us know which games you usually played at Vulkan.bet? (e.g., slots, live casino, sports betting, etc.)

Thank you in advance for your reply.

Good morning,

At vulk bet I only play sports betting. I've never played casino or other games. Thank you!

Bom dia,

Na vulk bet só mas só apostas desportivas. Nunca joguei casino nem outros jogos. Obrigado!

Dear nxavier,

Thank you very much for your reply and for clarifying the type of games you played at Vulkan.bet. I’m sorry to hear about your account being blocked and the frustration this has caused you.

Unfortunately, I must kindly inform you that our Complaint Resolution Center does not handle issues related to sports betting — we focus solely on disputes connected to online casino gaming, such as slots, table games, and casino bonuses.

As your case concerns exclusively sports betting activity, we won’t be able to assist further or mediate this matter. I genuinely regret that we cannot be of more help in this situation.

I sincerely wish you the best in resolving this directly with the casino’s support team and thank you for understanding our limitations.

Best regards,

Petronela

Casino.Guru