The player from Switzerland faced issues withdrawing 406 CHF after his account was blocked for allegedly using a VPN, which he claimed was not mentioned in the terms and conditions. Despite submitting documents and meeting the wagering requirements, the casino offered to unblock his account and release only 40 CHF, which he considered unfair. After receiving a message from the casino, the player later marked the complaint as resolved, indicating satisfaction with the outcome.
V.Vegas Casino - Player's account has been closed and winnings confiscated.
Resolved
Our verdict
Case closed
Amount: 406 CHF
V.Vegas Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
I made a deposit with a 200% bonus. First of all, it wasn't mentioned anywhere until I deposited that the maximum cashout of the bonus is only 5x. But okay, everything's fine, I obviously made a good deal with the 100 CHF bonus, easily met the wagering requirement, and ultimately over 1000 CHF was deducted from me because of the maximum cashout. But it's good, after the deposit, it was shown that I could withdraw a maximum of 406 CHF, so I had to accept it, for better or for worse. After that, I verified myself and had to submit five documents of all sorts, but everything was accepted. I've already made the withdrawal of 406 CHF. One day later, the surprise came: my account was blocked because I was using a VPN, and they are refusing all my withdrawals. Now comes the relevant point. I then looked in the terms and conditions and it didn't say anywhere that you weren't allowed to use a VPN. When I gave this information in the live chat, I was suddenly sent a text with point 12.7 which said in English that the use of VPNs is prohibited. The funny thing is, this point 12.7 doesn't even exist in the terms and conditions. It ends at 12.6 and the entire terms and conditions don't say that you're not allowed to use a VPN. I have several screenshots + proof. Despite this information, the casino only offered to unblock my account and leave 40 CHF in the account. I really wonder how a casino on the market can have such positive reviews. I have all the proof in black and white and they still only want to leave me 10% of the winnings. There must be something wrong going on.
Automatic translation:
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9 months ago
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.
- Could you please specify when you registered in the casino and what the reason was that you were using a VPN?
- Have you accessed the casino without using a VPN before the incident?
- Were any games you played accessible only after you turned on a VPN service?
- What games did you play to accumulate your current balance in the casino? (which slots, live/table games, etc.)
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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9 months ago
TranslationHello, I registered with Vulkan Vegas on August 9th. I still had the VPN enabled because I normally play with a VPN, and it's never been a problem. I only made one deposit, and as far as I know, I always had the VPN enabled. No, I didn't violate any bonus terms and conditions by doing so. All games could only be played with bonus money anyway, meaning I couldn't open the prohibited games at all, or it didn't display any credit. I got my big wins from CASH PATROL and SHIELD OF SPARTA. These are both games that can be played with bonus funds. The most important thing to note is that the T&Cs don't state that you can't use a VPN, as you can see in my screenshots. Thank you very much.
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9 months ago
TranslationGood day
The casino sent me an email saying it was supposedly in the English terms and conditions and that it was a translation error. How am I supposed to know? And it's not a translation error; it's simply not in the German terms and conditions. The entire clause 12.7 isn't in the German terms and conditions. I find the casino's behavior extremely questionable.
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9 months ago
TranslationThank you for your quick response. Thank you for your fair treatment.
Greetings
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9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear makaknacka,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
