FS Casino - A conta do jogador foi encerrada para várias contas.

Support says I have multiple accounts open and have banned me. They said they will only try to resolve if I contact casino guru. I have around 600 USD on my account before I got banned. They are stating "You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a ‘Duplicate Account’." My friend, who lives in my city and does sometimes identical bets with me on HIS account with HIS verification. Both of our accounts are fully verified. I only have tried and made 1 account ever on vulkan.

Dear f43345543ads213123,

Thank you very much for submitting your complaint.

I’m sorry to hear about your account being banned and the difficulties you’re experiencing with the casino.

To help us gain a better understanding of your situation and assist you further, could you please answer the following questions:

1. When exactly did you receive the notification about the ban?
2. Have you ever accessed your account from the same device or internet connection as your friend?
3. Has your friend also experienced any issues with his account, or is it currently active?
4. Did the casino specify any additional details about how they concluded that you had multiple accounts?
5. Could you please forward us the full communication you’ve received from the casino, including any relevant emails or screenshots?

If you have already gone through the verification process, any documents or screenshots related to that could also be helpful. You can send these to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

I received it yesterday 04/16/25.

Yeah

My friend account is also banned

They inconsistently stated that it was either same device, ip or/and bets.

Only email I have received from them is the following: "Dear Sirs,

Your account has been blocked due to a violation of rule 5.5.4. (creating multiple accounts). You are not allowed to create new accounts and play on our site. All new accounts you register will be blocked.

Not sure why it is in Polish, but whatever.

I received it yesterday 04/16/25.

No

My friend account is also banned

They inconsistently stated that it was either same device, ip or/and bets.

Only email I have received from them is the following: "zanowni Państwo,

Twoje konto zostało zablokowane z powodu naruszenia zasady 5.5.4. (tworzenie multikont). Nie możesz zakładać nowych kont i grać w naszej witrynie. Wszystkie zarejestrowane przez Ciebie nowe konta zostaną zablokowane. "

Not sure why it is in Polish, but whatever.

Hello f43345543ads213123,

Thanks for the information you’ve already provided. To help us move forward, could you please also:

• Forward any documents or screenshots from your completed verification process.
• Answer if you have ever accessed your account from the same device or internet connection as your friend?

Once we have those, we’ll be better equipped to investigate and resolve your case.

Thank you for your cooperation.

Hi f43345543ads213123,

• Could you tell me more about the types of games you and your friend were playing on Vulkan.bet when you stayed at their place? Knowing whether you were both on slots, live casino, sports or e-sports might help us understand any shared device or IP flags.
• You mentioned that your account is fully verified—can you share the confirmation you received (for example, the email or screenshot) showing that verification was completed?
• Also, just to clarify, is this your friend's complaint?

Thank you in advance for your reply.

Dear f43345543ads213123,

Thank you for your continued cooperation and for providing the requested information and documents. Please accept our apologies for the delayed responses.

After reviewing your case and the information shared so far, we would like to clarify a few key points before moving forward.

You previously mentioned that you and your friend are separate individuals who sometimes stay at the same location and use different devices. However, we have observed that one of the accounts appears to be associated with the USA, while the other is linked to Canada. Could you please clarify this discrepancy? Are you using VPNs, or were you perhaps traveling at the time?

Understanding the reason for this mismatch is important, as such inconsistencies may trigger fraud detection systems and lead to account restrictions—especially in cases where multiple accounts are suspected.

At this point, we are doing our best to investigate and advocate on your behalf, but we need your help to address this location conflict clearly.

Looking forward to your clarification.

Thank you for responding,

I live in Vancouver area and I often have to commute over the border to Washington state for business purposes.

Thank you very much, artemm123, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear f43345543ads213123,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vulkan.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vulkan.bet Casino,

Could you please provide detailed information regarding this case, including the specific evidence that led to the suspicion that the player may have created multiple accounts?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, Casino Guru team,

We need some time to review the details of this case.

Thank you for your patience.

Good afternoon, Kubo

After conducting a further investigation, we determined that while there is no conclusive evidence of a breach related to multiple account creation, certain findings point to fraudulent behavior.

As a result, the account remains blocked.

The details have been sent to your email.

Thank you.

Dear Vulkan.bet Casino,

Thank you for providing the details regarding this case.

Dear f43345543ads213123,

After reviewing the evidence submitted by the casino, it has been clearly established that fraudulent activity occurred on your account - specifically, the submission of falsified documents during the verification process. This constitutes a serious breach of the casino’s Terms & Conditions, as well as key regulatory policies such as KYC (Know Your Customer) and AML (Anti-Money Laundering).

Such actions are strictly prohibited within the online gaming industry. As a result, we fully support the casino’s decision to block your account and forfeit any associated winnings.

For future reference, we strongly advise that you comply fully with verification procedures and submit only authentic documentation.

Thank you for your understanding.

Best regards,

Kubo