Vulkan Vegas Casino - Player’s account is closed and winnings withheld.

Hello,

At the end of January, I opened my account with VulkanVegas and have been playing almost every day since then. Today, I received an email asking me to provide evidence that I was located in Germany on 21.02.2026. I informed them that I was in Dublin on that day and that I do not know why there appears to have been a login from Germany.

Shortly afterwards, they locked me out of my account and claimed that I violated their rules by using a VPN. As a result, they are effectively withholding my balance of almost €70,000.

This behaviour is extremely strange and unfair. I have been playing on this casino almost every day and have never knowingly used a VPN. Even if a VPN had somehow been activated unintentionally (which I do not recall happening), I did not gain any advantage from it. It makes no sense to confiscate my balance due to a potential technical issue that may have occurred on a single day out of more than 60 days of active play.

I also do not understand why VulkanVegas waited approximately 1.5 months to raise this issue. During that time, they allowed me to deposit well over €25,000 in total. Only after my balance increased to nearly €70,000 did they decide to close my account.

This situation is incredibly unfair, I believe I deserve the full payment of my winnings and I hope you can help me resolve it. I attachted the Screenshots of the communication with VulkanVegas compressed in a ZIP file.

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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 confirm the country of your residence? Which country is entered in your player's profile?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed the account verification?

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