The player from Chile reported a violation by Vulkan Vegas casino regarding their self-imposed deposit limit, which the casino allowed to be ignored despite being set as a responsible gaming measure. The player sought a refund of deposits made during that period, a formal acknowledgment of the issue, and improvements to the platform to ensure limits were respected. The Complaints Team reviewed the case but concluded that the casino did not violate its policies, as the circumstances pointed towards a possibility that he canceled the deposit limit himself. Consequently, the complaint was closed.
Vulkan Vegas Casino - Player’s withdrawal is blocked due to limit violation.
Closed
Our verdict
Insufficient evidence from player
Amount: $270,100 CLP
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
Dear Casino Guru Team,
I am writing to you to report a serious violation by the Vulkan Vegas casino, which operates under the Antillephone NV license (8048/JAZ) issued by the government of Curaçao.
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🔎 Case background:
On May 30, 2025, I set a monthly deposit limit of $15,000 CLP as a self-care and responsible gaming measure, in agreement with my therapist. However, during June, the system allowed that limit to be completely ignored, allowing me to make multiple deposits and bets without any restrictions, which contravenes both the principles of responsible gaming and the minimum player protection obligations imposed by the license under which the casino operates.
When I contacted support, I was told that my limit had "expired," something that isn't stipulated in either the Terms and Conditions or the Responsible Gaming section of the site. Furthermore, the casino's own system doesn't allow setting or modifying limits from a mobile phone, which is the only way I access the platform. In other words, I had no technical way to cancel my own limit, yet the system removed it without confirmation or valid consent.
The operator claims that the request was made by me, but they do not provide any technical evidence (IP, device, authentication) to support this.
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M⚖️ Breaches:
1. Non-compliance with the Responsible Gaming Principle: According to international standards, when a player sets limits, these must be respected and cannot be removed without a clear and traceable request from the player, followed by a cooling-off period.
2. Lack of verifiable consent: There was no strong authentication or confirmation from me to remove the limit.
3. Systemic failure or negligence of the casino in allowing the limit to disappear automatically.
4. Hiding functionality from mobile devices, which prevents you from changing limits directly from a phone, but I'm still held responsible for changes that I technically couldn't have made.
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📚 Public precedents:
I've found other cases on forums like Trustpilot, Reddit, and Casino Guru itself where Vulkan Vegas players are reporting glitches or the unjustified disappearance of game limits, which demonstrates a worrying pattern of negligence or systematic irregular practices on the part of the operator.
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🧾 Request:
I formally request that Vulkan Vegas:
1. Return all deposits made during June 2025, the period in which the monthly limit should have been active.
2. Issue a formal response acknowledging the failure in the system or its procedure.
3. Commit to improving its platform so that the established limits are permanent, transparent, and accessible from all devices, as required by any player protection system.
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🔚 Final consideration:
I am presenting this complaint respectfully, but firmly. This is not a subjective complaint, but rather a direct violation of the practices that the gaming industry must uphold under ethical and legal principles.
I thank Casino Guru for offering this reporting and support channel, and I look forward to their evaluation of this case.
Automatic translation:
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10 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.
- Have you asked the casino to issue a refund already due to the reasons mentioned above? With what result?
- Have you set up other responsible gambling tools in addition to a deposit limit?
- Could you please share your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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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Thank you for your patience, and stay safe.
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10 months ago
TranslationHello Tomas
I hope you are doing very well.
Regarding your questions:
Have you already requested a refund from the casino for the reasons mentioned above? With what results?
Yes, I told them everything but they started contradicting themselves, saying that the game limits expire and then they told me to modify my limits.
Have you set up any other responsible gaming tools besides a deposit limit?
Deposit limit only, which helps me avoid adding more money to the account for the selected period.
Could you share your communication with the casino about the issue to support your complaint? Send emails or chat transcripts to my email address. , or post screenshots here
Of course, and I already sent you the email thread I had with VulkanVegas.
Now they proceeded to block my account
Here it indicates that the limits "expire" after a certain time, which is false.
My limit history
I proceed to re-establish the previous limit and you can see that there is no date limit or "expiration" for the limits.
We can already see a tendency to want to change the reality of what actually happens in the casino, where they always respond with things they themselves know aren't true, but their strategy is to make you look "ignorant" and that you were the one who made the mistake, or by telling you they can't return the money.
But let's take it one step at a time. In the chat, they told me that the limits expire after a certain time, and that's what happened in this case. Then, in an email, they indicated that I canceled the limit. Could the casino agree to have a single response for each issue? Or are they going to change things just because they want to answer anything so they don't "lose" themselves?
Then they say you're responsible for the money, but they're not responsible? And what about responsible gaming policies, where they're supposed to provide certainty and tools for each of their users?
Tomás, I just forwarded you the email thread I had with them.
I look forward to hearing from you.
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9 months ago
Thanks for your reply.
- Could you please specify when you made attempts to deposit in the casino?
- Could you please share screenshots from your deposit history documenting your deposits from June?
- Send the information to my email at tomas@casino.guru
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9 months ago
TranslationCould you specify when you tried to deposit at the casino?
First days of June and by the end of June there were no limits.
Could you share screenshots of your deposit history documenting your June deposits?
I forwarded you the transaction emails sent by the casino. They blocked me from accessing anything.
Send the information to my email at
I just emailed you all the backup.
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9 months ago
Hello all
We have carefully investigated the matter and were unable to identify any technical/legal issues.
The player did apply the deposit limit.
But then on 14-06-2025 03:28 (UTC) player requested the removal of the limit.
The limit does not get removed immediately, and a 24H cool-off period gets applied.
Thus, on 15-06-2025 03:28 (UTC) the limit was removed, and the player could continue playing.
Hence now the casino is aware that the player has a gambling addiction problem, the account is permanently blocked.
Hope this clarifies.
Best regards
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9 months ago
Thanks for the information provided.
I checked the website, and from my point of view, the information regarding the time of expiration of the limit is only visible after I opted to cancel the limit manually, and the limit would be canceled within 24 hours.
From our point of view, we can't conclude that you didn't cancel the deposit limit yourself.
Please let me know if there is any information I might not have considered or have overlooked; otherwise, the complaint will be closed.
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9 months ago
TranslationTomas
I hope you are very well.
You say you can't conclude that I didn't change anything. But then you can conclude and be 100% sure that VulkanVegas didn't change anything?
Other casinos send emails when you create or remove a limit. Does this casino do that? Does it send that backup email? If not, it would be an opaque practice, since anything can happen and you wouldn't even know about it, don't you think?
I think there's a lot to analyze and there are still some issues that leave more questions than answers. You can close the case if you want, but this comment should stay, because I don't think it's fair.
I remain attentive.
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9 months ago
I understand your point of view and dissatisfaction with the outcome.
We can only pursue refunds of your lost funds if we conclude the casino should have protected you, which, in our view, hasn't been proven.
Otherwise, you are the only one responsible for your account, wins, and losses.
I apologize, but we unfortunately cannot pursue the complaint further, and the complaint will be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
