The player from Chile reports a violation by Vulkan Vegas casino regarding their self-imposed deposit limit, which the casino allowed to be ignored despite being set as a responsible gaming measure. The player is seeking a refund of deposits made during this period, a formal acknowledgment of the issue, and improvements to the platform to ensure limits are respected.
Vulkan Vegas Casino - Player’s withdrawal is blocked due to limit violation.
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Opened
Current status
Waiting for Casino Guru to reply
6d 1h 48m 40s
Case summary
22 hours ago
Public
Advanced Novice
Public
2 days ago
Translation
Dear Casino Guru Team,
I am writing to you to report a serious violation by the Vulkan Vegas casino, which operates under the Antillephone NV license (8048/JAZ) issued by the government of Cura?ao.
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?? Case background:
On May 30, 2025, I set a monthly deposit limit of $15,000 CLP as a self-care and responsible gaming measure, in agreement with my therapist. However, during June, the system allowed that limit to be completely ignored, allowing me to make multiple deposits and bets without any restrictions, which contravenes both the principles of responsible gaming and the minimum player protection obligations imposed by the license under which the casino operates.
When I contacted support, I was told that my limit had "expired," something that isn't stipulated in either the Terms and Conditions or the Responsible Gaming section of the site. Furthermore, the casino's own system doesn't allow setting or modifying limits from a mobile phone, which is the only way I access the platform. In other words, I had no technical way to cancel my own limit, yet the system removed it without confirmation or valid consent.
The operator claims that the request was made by me, but they do not provide any technical evidence (IP, device, authentication) to support this.
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M?? Breaches:
1. Non-compliance with the Responsible Gaming Principle: According to international standards, when a player sets limits, these must be respected and cannot be removed without a clear and traceable request from the player, followed by a cooling-off period.
2. Lack of verifiable consent: There was no strong authentication or confirmation from me to remove the limit.
3. Systemic failure or negligence of the casino in allowing the limit to disappear automatically.
4. Hiding functionality from mobile devices, which prevents you from changing limits directly from a phone, but I'm still held responsible for changes that I technically couldn't have made.
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?? Public precedents:
I've found other cases on forums like Trustpilot, Reddit, and Casino Guru itself where Vulkan Vegas players are reporting glitches or the unjustified disappearance of game limits, which demonstrates a worrying pattern of negligence or systematic irregular practices on the part of the operator.
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?? Request:
I formally request that Vulkan Vegas:
1. Return all deposits made during June 2025, the period in which the monthly limit should have been active.
2. Issue a formal response acknowledging the failure in the system or its procedure.
3. Commit to improving its platform so that the established limits are permanent, transparent, and accessible from all devices, as required by any player protection system.
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?? Final consideration:
I am presenting this complaint respectfully, but firmly. This is not a subjective complaint, but rather a direct violation of the practices that the gaming industry must uphold under ethical and legal principles.
I thank Casino Guru for offering this reporting and support channel, and I look forward to their evaluation of this case.
Automatic translation:
Public
Complaint Specialist
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you asked the casino to issue a refund already due to the reasons mentioned above? With what result?
- Have you set up other responsible gambling tools in addition to a deposit limit?
- Could you please share your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
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