Vulkan Vegas Casino - Player has been accused of using a VPN.

Hello. A few days ago I won money -3000 zł for VulcanVegas Id od transaction 6ab808d0-c71b-4ea1-bc7d-04dcd7e55fcb. 

After a few days, I tried to log in I tried to check a progress of my withdraw, but I received information that my account was permanentny blocked. In the chat, they informed me that I logged in from Canada or that my IP address was hidden. I have never hidden my IP address or been to Canada. I sent also e-mail to know what's going on but they sent me the same answers. Please help with withdraw my money.This is not my first money withdrawal and I use several casinos and I never use any programs to hidden IP or something  . I've never had such problems before.

Many thanks

Angelika M***

Dear Angelika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that you have been accused of breaching this rule from General T&Cs:

"12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers."

Would you be so kind and confirm, you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account, or while playing? Please, also confirm you used the correct information about your country when creating the account.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi. thank you for your help. i texted with someone from chat on VulcanVegas yesterday. They told me that I used 07.12.2021 Account on Canada or I hidden my IP. i never hidden my IP. Even I didn't played on that day. I have all the e-mails when we deposit money to Vulkan Vegas. 12/7/2021 I did not use the casino.

After this time I made 6 more deposits and it was not a problem. On 4.01.2022 I tried to withdraw money and my account was suddenly blocked.

Also I never used VPN and I fill my account correctly. My adress and country are correct. i withdrawed money from Vegas sometimes before and I never had this problem before.

Dear Angelika

We've double-checked the authorization logs, we can clearly see the access from Canada via computer (not your mobile device).

To speed up the resolution, we've unlocked the account, please kindly make a withdrawal request. After a successful withdrawal, your account will be permanently blocked.

Thank you!

Many thanks for your help !

Have a good day.

Hi,

The withdrawal was approved. Account is now blocked.

Regards

Hello everyone,

Thank you very much Vulkan Vegas Casino team for helping us with this case despite the fact Angelika breached your T&Cs.

Angelika, can we now consider this case resolved? Do I have your permission to close the complaint?

Dear Angelika,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will close your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.