Vulkan Vegas Casino - Player's account closed and winnings confiscated

I am disputing a balance confiscation at Vulkan Vegas Casino.

My account was fully verified and I reside in Greece. I had a VPN active by mistake, but I did not falsify any personal details or attempt to exploit the platform.

The casino permanently blocked my account and offered only €40 from my balance of €500, citing clauses 2.7 and 13.4 as justification. However, these clauses do not explicitly state that the full balance must be confiscated.

I request a fair resolution or refund. I have attached all correspondence with the casino that i have through a chat because my account is now blocked.

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Dear loukasp,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing with Vulkan Vegas Casino.

After reviewing the case on our side, it appears that Vulkan Vegas currently has an active restriction for players accessing the website from Greece. This means that visitors from Greece are not accepted, which is an important factor in how the casino may assess account activity.

To better understand the situation and determine whether there is any room for further review, could you please clarify the following points:

• Can you confirm whether the VPN was active while you were logging in, playing, or making deposits, and for approximately how long this occurred?
• If you have any additional written communication from the casino (emails or chat transcripts), please feel free to share it here or forward it to [email protected].

At the same time, I need to be transparent with you. Since you’ve confirmed that a VPN was used to access the casino, this significantly limits what we can do from a mediation perspective. Using a VPN to bypass geographic restrictions is generally considered a serious breach of casino terms, and in such cases, our ability to challenge balance confiscations is very limited.

Your cooperation in providing these details will help us investigate and determine whether there is any remaining scope to proceed with the case.

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