Hello

I have won over 6000$ at @VulkanVegas_com

. But now they will not pay me because they say I have used a VPN, over a month ago and I did not play there just a login. But I was able to deposit from last month this month.

So basically I could only deposit and not win anything. And I can't even get my 156,45$ back I deposited.

If @VulkanVegas_com

would have done this right they should have banned my acc after the first log in where they mean I used VPN...

Best regards Victor

Dear Vict,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

Could you please clarify why you have used VPN (Virtual Private Network)? Do I understand correctly that during the one login you haven't played at all?

I have checked the general terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

"12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers."

Please understand, the problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

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 

Hello Petronela

I did log in on vulkan 2021-09-03 at 16:26:14. Where my VPN by mistake was turned on, I did not play on the site that day only checked it out. Then I log in 21-10-2021 with no problem, and make a deposit, and start playing live games and win 6000$ then I try to do the KYC 22-10-2021 and I'm in contact support asking how long it would take they say around 1-2 days. On 23-10-2021 they block it and say I used VPN 2021-09-03 and they mean its okay first blocking me after a month and a new deposit..

If you ask me they should have blocked my acc the day i was on vpn..

I was also in contact with them 19-10-2021 where I asked them to open my acc after a self-exclusion, where they reopen with no problem. Already here they should have told me I had used VPN 2021-09-03 

And my acc is also blocked, but the strange thing is they can open it if they void my balance, that makes no sense for me.

Thank you, Vict, for your reply. Could you please forward any relevant communication to [email protected]?

I have sent you a mail now ??

Thank you very much, Vict, for the forwarded email. Do I understand correctly that you've only logged into your account using VPN once by mistake? Afterwards, you deposited again and accumulated winnings of 1,000 kr without using the VPN, is that correct.

Yes I logged in 2021-09-03 . Where my vpn was turned on by mistake, but I did not play only checking out the site. Then 21 October I deposit with no problem, then I win the 6000$ and my acc gets blocked...

Thank you very much, Vict, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela!

Dear Vict,

I read through your complaint and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite Vulkan Vegas to join this thread.

Dear Vulkan Vegas Casino representative,

Do I understand correctly that the one instance where Vict logged in to his account (and did not play) while being connected via VPN is the only reason for confiscating his gaming account balance?

Hello, Andrej and Vulkan ??

Hello, Andrej and Vulkan ??

Hello Vict,

Well, first of all we do see some gaming activity with using VPN, secondly we've discovered a duplicating account of yours, registered under tvic*[email protected]. Opening multiple accounts is a violation of T&Cs.

Our final offer is:

we can unlock your account victor***[email protected] and leave all your deposits (4500 DKK).

You will be able to use only this account for any further gaming activities.

Kind regards

I would like to hear what casino guru thinks about the offer. If they say it's fine I will accept it ??

what? @vulkan Vegas

Hey, Vict

Apologies, there has been a misunderstanding by support team. You are account remains blocked till the final decision here.

Kind regards

Thank you, Vulkan Vegas Casino, Vict, for your replies.

Deas Vulkan Vegas Casino,

Please provide the relevant proofs. You can forward the information to [email protected].

Status?

Hello,

The details were provided to CasinoGuru yesterday.

Kind regards,

Alexander

Dear Vict,

Feel free to make a withdrawal request.

BR,

Alexander

Hello Alexander ive just made a withdraw??

Thank you, Alexander and Vulkan Vegas Casino, for your cooperation.

Dear Vict,

I’d like to kindly ask you to let us know once there’s been any news regarding your withdrawal request. I’m setting the timer for 7 days.

Now I'm waiting for them to approve it

I have now received my withdraw thank you, Casinoguru and Vulkan vegas!

Thank you, Vict, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, www.kpvfaw.com