The player from Greece had a fully verified account that Vulkan Vegas permanently blocked after he accidentally used a VPN, and the casino offered only €40 from his €500 balance citing clauses 2.7 and 13.4. He disputed that the clauses justified full confiscation, stated he did not falsify details or exploit the platform, requested a fair resolution and refund of his winnings, and attached chat correspondence. We reviewed the case and found that the casino applied a geo-block for Greek residents due to local gambling restrictions, and accessing the site via VPN—even unintentionally—violated the casino’s terms. Consequently, the account closure and balance confiscation were justified from a regulatory and compliance perspective. Therefore, the complaint was rejected as our ability to challenge the casino’s decision was extremely limited.
Vulkan Vegas Casino - Player's account closed and winnings confiscated
Unjustified complaint
Amount: €500
Vulkan Vegas Casino
Safety Index:Very highCase summary
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.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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
The information that a VPN was active was provided to me by Vulkan Vegas, as I did not specifically recall using it at the time..
It is possible that I was unable to connect to the casino from Greece and tried accessing my account with the VPN enabled as a technical attempt, without any intention to hide my location or bypass rules.
All my deposits were made from Greece, and my account country details were always correct.
The gameplay that occurred with the VPN active was limited to a single day only.
Dear loukasp,
Thank you for your reply and for clarifying your position.
I understand your explanation and I appreciate that you did not intend to falsify your personal details. However, I need to explain the situation clearly from a regulatory and compliance perspective.
Vulkan Vegas applies a geo-block for Greek residents while they are physically located in Greece, due to the strict gambling restrictions in the country. While Greek players may be able to play when they are outside of Greece, access from within Greece is not permitted.
By using a VPN while being in Greece, even unintentionally and even for a single day, you effectively bypassed the casino’s geographic restriction. From the casino’s and compliance standpoint, the duration or intent does not change the nature of the breach. The key point is that access was gained in a way that the casino explicitly does not allow.
Because of this:
- the casino was entitled to treat the account as being in violation of its access rules,
- and our ability to challenge the account closure or balance confiscation is extremely limited.
For these reasons, we are unfortunately unable to assist further with this complaint, and we must gently reject it.
For the future, I would strongly recommend:
- playing only at casinos licensed for players in Greece, or
- ensuring that the casino explicitly allows Greek residents to play from Greece, without any geo-blocking.
This will help you avoid similar situations and protect your funds going forward.
Thank you for your understanding, and I’m sorry we cannot be of more help in this case.
Best regards,
Petronela Kontos
Casino Guru
