Vulkan Vegas Casino - Player's account blocked for using VPN.

So ive been playing for 3 years in this casino and was using VPN all the time. And my accoubt has been blocked now for using VPN. I don't know since when they changed t&c but my funds also been stolen by casino. Very disappointed.

Dear senolismedolis,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

To better understand your situation, could you please provide more details regarding the timeline of events?

• Specifically, when did you first notice that your account was blocked?
• Additionally, do you have any communication from the casino regarding changes to their terms and conditions regarding the use of VPNs?
• Regarding the funds you mentioned as being stolen, could you elaborate on what happened?
• Are you able to access any transaction history that may shed light on the situation?

Your cooperation in providing these details will help us investigate and work towards a resolution.

• If you have any relevant communication or documentation that you believe would assist us in understanding the situation, please feel free to forward it to petronela.k@casino.guru.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

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

Dear senolismedolis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

So again the same problem with this casino.... I got blocked because of the VPN that I don't even have installed on my Android. I was waiting for my cash out for 2 days and when I try to log in now can't . I've been user of this casino for 4 years now and this is how they treat loyal costumers. Most bullshit casino ever. Don't play here. Cuz they will block you for nothing. Support gave zero ducks. He was asking me to provide documents from Sweden, but how can I do that??? Very disappointed...

Hi senolismedolis,

Thank you for getting back to us.

To better understand your situation, could you please provide more details regarding the timeline of events?

• Specifically, when did you first notice that your account was blocked?
• Additionally, do you have any communication from the casino regarding changes to their terms and conditions regarding the use of VPNs?
• Regarding the funds you mentioned as being stolen, could you elaborate on what happened?
• Are you able to access any transaction history that may shed light on the situation?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If you have any relevant communication or documentation that you believe would assist us in understanding the situation, please feel free to forward it to petronela.k@casino.guru.

Looking forward to hearing from you.

Hello, so that's a second time when I get blocked my account for using VPN. First time I got blocked I think couple months ago with a 30euros in balance, but when I explained the situation they unblocked me. Since then I've never used VPN in this casino since they explained to me that is not allow. I've never received a updated t&c Wich says that VPN usage was prohibitied.

So this time I've been waiting for a withdrawal 50e for 2 days, and after that I haven't received the notice or anything. Attached a screenshot of a withdrawal request. If you need any info let me know.

They have unblocked my account. Thanks for help.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, senolismedolis, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru