The player from Germany had won a significant amount at Vulkan Vegas Casino but faced withdrawal issues as the casino claimed he was playing via a VPN, which they alleged was against their policies. He asserted that this restriction was not clearly stated in the terms and conditions and felt defrauded since the casino only offered to pay a portion of his winnings. The Complaints Team intervened, facilitating communication between the player and the casino, ultimately leading to the full amount in dispute being credited to the player's account. The matter was resolved, and the player expressed gratitude for the assistance received.
V.Vegas Casino - Player’s withdrawal is delayed due to account restrictions.
Resolved
Our verdict
Case closed
Amount: €20,000
V.Vegas Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
I have a problem with Vulkan Vegas Casino.
I've been a long-time player there and finally won a large amount on May 8, 2025. I played with real money. No bonus money. Unfortunately, the casino refuses to pay out the amount, citing the fact that I was playing via a VPN. That's true; I often play via a VPN, and so far, there have been no problems from the casino's side. Only now, with such a large amount, did they refuse to pay me out. However, I didn't read anywhere in the terms and conditions that playing via a VPN is prohibited.
Instead, out of goodwill, they were willing to pay me at least 1,000 euros of my winnings. Nothing more.
My question to you:
Was Casino right and I was wrong?
If so, then the matter is settled.
However, if you believe I've been defrauded, I can send you all the documents, email photos, etc. for further processing. I have everything documented.
I hope you can tell me if I did something wrong or if the casino cheated me.
Thank you in advance.
Greeting
Roland
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12 months ago
Dear roleciko,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Vulkan Vegas Casino, and this is what I found:
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 if you created multiple accounts from one IP address. Or, on the other hand, a player might be using a VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.
- Which countries have you used instead of your real country of residence while accessing the casino website?
- Have you submitted your true personal information when filling out your casino profile?
- Could you please specify what games you played?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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12 months ago
TranslationOk, it looks like Vulkan Vegas is right.
I live in Germany and was registered in Austria while playing via VPN. I didn't know that was prohibited.
My login details are all correct.
I won big with just one game: Tombstone RIP by No Limit City.
Okay, so it looks like it was my fault because I was using a VPN. I wasn't sure if the casino was right, so I turned to you. Thank you for your support. So I think my question has been answered and the matter is settled.
If you have any further questions, I will be happy to answer them.
Greeting
Roland
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12 months ago
TranslationI just read the previous complaints from players who also used VPNs on your portal. And I saw that the payout still worked in the end.
Could it work in my case too?
What do you think?
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12 months ago
Please forward me all the communication between you and the casino regarding the confiscation of your winnings due to the use of a VPN at veronika.f@casino.guru.
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11 months ago
Thank you very much, roleciko, 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 to see your problem being resolved to your satisfaction in the near future.
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11 months ago
TranslationOkay, thank you very much. I would like to emphasize again that by using a VPN, I have not violated any license terms for circumventing prohibited games in my region.
All the games I have played are also permitted and licensed in my region.
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11 months ago
Dear roleciko,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Vulkan Vegas Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Vulkan Vegas Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons for the withholding of the player's winnings? Your detailed insight will help us proceed with a fair and informed resolution.
Based on the information currently available, we understand that the player used a VPN during gameplay. As you are aware, Casino Guru’s position on VPN usage is that it should not, on its own, be grounds for penalizing a player - provided that no regional restrictions or game access limitations were circumvented.
I kindly ask you to take this into consideration when reviewing the case.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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11 months ago
TranslationThank you very much, Mr. Kubo.
There have been no new developments since my last message to you.
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
TranslationThank you, Mr. Kubo. I'm surprised that Vulkan Vegas hasn't responded. It would be fair of Vulkan Vegas if they would comment on this. I hope they'll get back to me after all.
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11 months ago
Dear roleciko
Once again, what is the reason for VPN usage, that is prohibited at the website?
Just as an example, NolimitCity (that you played) is blocked for Germany, but available for AT. This is a direct violation.
Regards
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11 months ago
TranslationNo Limit City is not blocked for Germany.
Just like the other games I've played, I can play them all without a VPN in Germany.
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11 months ago
TranslationThe reason I used VPN in the first place is Vulkan Vegas says.
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11 months ago
TranslationMr. Kubo, I have sent you further documents via email which show that the games are not blocked in my region and today's response from Vulkan Vegas, which explains again why they are refusing to make the payout.
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11 months ago
Dear roleciko
We are happy to inform that the amount in dispute was credited onto your account.
Sorry for the inconvenience caused.
Regards
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11 months ago
TranslationThank you Vulkan Vegas.
I was just about to cash out part of my winnings and then I got this message:
Please note that your deposit has not been wagered, the commission will be calculated according to S.8.12.5.
To fully wager your deposit, please place bets for at least: €39,220.24
Please note that all cash bonuses and free spins will be forfeited upon successful withdrawal processing.
I don't understand that. I deposited 100 euros back then and played with my real money and won.
Why do I have to place bets totaling at least €39,220.24 before I can make a withdrawal? I didn't play with bonus money, but with real money. Furthermore, the amount in my gaming account is listed as real money, not bonus money.
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11 months ago
TranslationIf I were to request a withdrawal now, what would happen? Would all the money be gone?
Please explain, because I'm not sure what would happen if I made a withdrawal now.
Thanks
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11 months ago
TranslationThank you dear Vulkan Vegas Casino,
I just requested a payout of part of my winnings. Now it worked.
If the payouts of my winnings now also work flawlessly, then you'll get 5 stars from me on all online review portals and will highly recommend you as a casino. Of course, I will continue to play with you in the future.
If only you knew what this win means to me. I've never won anything bigger in my life. That's why it means so much to me.
Thanks again Vulkan Vegas.
And many thanks also to Casino Guru Team.
You have helped me a lot and I will also praise and recommend you everywhere.
Thanks to all.
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11 months ago
Dear roleciko,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
