Dear Yevhen,

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

I hope I understood correctly that you have been accused of using the VPN.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

I have checked the general terms and conditions, and this is what I found (here):

"12. OTHER PROHIBITED ACTIVITIES

...

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."

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 

Dear Yevhen

Sorry you'd faced issues at VulkanVegas.

Can you kindly tell us who might have logged in with Samsung Galaxy S7 (cause you use iPhone for most of the time).

Thank you in advance!

Best regards

Thank you very much, Vulkan Vegas Casino team, for your assistance.

Dear Yevhen,

Could you please comment? Looking forward to hearing from you.

Additional comments from the player:

"hello,i have such a problem when i filed a complaint,i was not registered,and now i can t answer.What can i do?"

Additional comments from the player:

"Hello, and you can add a comment on my behalf, because unfortunately I can't find mail with a link, I can answer the question from the Vulkan Vegas: I don't have a Samsung galaxy S7 phone, And none of my family, I can assume that it was some kind of hacking of the account or a mistake of the casino itself. Sincerely, Yevhen R******"

Thank you very much, Yevhen, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.

Dear revodkoyevgen

Thank you for the information provided. We've discredited your account for the security reasons. Kindly use the "forgot password" form and reset your password. Afterwards, feel free to withdraw your winnings.

Best regards

Hello all!

I will take care of your complaint from now on. Thanks to Vulkan Vegas for the reply. Yevhen, please let us know if you were able to log in to your account and submit a withdrawal request.

If you are unable to reply to this complaint, feel free to email me your reply to [email protected] Much appreciated!

Hello Yevhen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.