V.Vegas Casino - Pelaajan saldo mitätöitiin.

Hello.

I've registered in Vulkan Vegas Casino on Saturday, deposited PLN 1000, and played / won PLN 1595 (without a bonus). I requested a withdrawal, uploaded necessary documents and passed the KYC procedure.

Right after my account was blocked because I have used Norwegian IP address at some point during the creation of account. I've explained that I am learning Norwegian and using Norwegian VPN to watch TV series on Norwegian TV. I forgot to switch off the VPN and simply registered on their site while it was still working.

I've sent an e-mail with an explanation, but did not receive any answer. When I escalated the case to Casino Support, I was offered the option of unblocking the account, but on the condition that my balance will be totally vanished (I lose my deposit and all the winnings). I obviously did not agree with that.

Please help me, as I perceive this practise as designed for delaying or withholding withdrawals from clients in this casino.

Regards,

Dissatisfied User

Hello dissatisfied.user,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you used VPN only during registration or during playing casino games too? How much was your casino balance when the casino blocked your account? When was the last time the casino contacted you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for handling my case.

Regarding your questions:

1) I do not exactly remember how long I was using VPN - definitely during the registration, maybe in some early levels of playing. I was definitely navigating without VPN before the account was blocked and never switched back to Norwegian IP. For example I was using only Polish IP to navigate through the site, pass the KYC procedure, and of course - during some part of playing on their site.

2) The casino blocked my account when my balance was PLN 1 595 PLN (1000 initial deposit + 595 PLN winnings)

3) The casino contacted me once from their initiative on Dec 11th - they asked me to provide extra documents during the KYC verification procedure. I have contacted the Support Team several times before and after the blocking.

4) The last time I spoke with the customer support was yesterday (Monday) around 8:00 PM - it was then that I have received their offer to unblock the account and wiping my whole balance out at the same time.

5) I would like to emphasize that If I knew that the VPN usage is forbidden, or If I have been warned about that - I'd definitely stop that immediately. I totally understand their rules, but I'm shocked by their approach which for me is basically using their Terms and Conditions against customers in order not to pay their deserved winnings.

I hope that this time law in the action will be smoother than law in the books.

Regards,

anybody here ? 🙂

Hello all

The player opted for self-exclusion. The access is permanently denied to our website.

The deposit was left to the player, but he lost.

The player has zero on his balance.

Kind regards

I can confirm that te dispute has been resolved - the casino agreed to activate my account and left my deposit for me.

I've opted for self-exclusion after I lost my deposit.

Thank you for your help and I consider the case closed.

Thank you dissatisfied.user for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick