Vulkan Vegas Casino - Player's account has been closed and winnings withheld.

Dear CasinoGuru,

I hope this message finds you well. I am writing to formally request a review and reconsideration of my account block, the subsequent unlock, and the withholding of funds at Vulkan Vegas. I believe my situation warrants further investigation, as it appears that a technical misunderstanding may have led to this unfortunate outcome. I have come across several similar cases that were successfully resolved, which I have provided below for your reference:

·        https://casinoguru-int.com/el/vulkan-vegas-casino-o-logariasmos-toy-paicte-echei-41

·        https://kazinoguru-gr.com/vulkan-vegas-casino-o-logariasmos-toy-paicte-echei-58

·        https://kazinoguru-gr.com/vulkan-vegas-casino-o-logariasmos-toy-paicte-apocleistece-1

·        https://kazinoguru-gr.com/vulkan-vegas-casino-o-logariasmos-toy-paicte-apocleistece-25

·        https://casinoguru-int.com/el/vulkan-vegas-casino-o-paictes-chresimopoiese-vpn-otan

·        https://kazinoguru-gr.com/vulkan-vegas-casino-e-aposyrse-toy-paicte-paracraththece

·        https://kazinoguru-gr.com/vulkan-vegas-casino-o-paictes-antimetopizei-dyscolies-21

My account was blocked after it was discovered that I had connected through a VPN. While I now understand this is against their Terms and Conditions, there was no malicious intent behind this connection. My brother, who works in IT, had installed VPN firmware on our home router for added security, and I was unaware of its presence and that this would affect my connection to the platform while being against the casino's rules. I am a resident of Greece, where Vulkan Vegas operates legally, and my account has been fully verified with all required documentation, including proof of my Greek address, identification, and banking details.

At no point did I attempt to mask my location to engage in fraudulent activity, or gain an unfair advantage. I connected through my regular home network, unaware that this would lead to a breach of their terms. Had there been any clear indication—such as a message or warning—that VPN use was an issue, I would have taken steps to avoid using it. I have not created duplicate accounts or exploited the platform in any way, and there has been no financial harm to the casino.

Request for Fair Reevaluation:

At the time my account was blocked, my balance stood at €21,642, of which €11,700 were personal deposits made on 28/9/2024. The remaining amount consisted of same-day winnings. During my conversation with a representative, I was pressured into accepting an offer to regain access to my account but with only €2,700 of my balance. Having been presented with no other choice and after it was made clear that it was a "take it or leave it" bargain, I reluctantly agreed to recover at least part of my funds, but I feel this was an unjust resolution. Furthermore, after attempting to withdraw €2,240 of the returned €2,700, I discovered that my remaining balance was €12, rather than the €460 that should have been there. Even the amount I was promised has not been fully honored.

I respectfully request that this decision be reconsidered and that I be allowed to recover a fair portion, if not the entirety, of my balance. The remaining sum, after the €2,240 withdrawal and the €12 remaining balance, should be €19,390. I hope this is acknowledged as a genuine misunderstanding, possibly compounded by platform error, rather than an attempt to invoke predatory practices under the guise of the Terms and Conditions. I also want to reiterate that my actions caused no financial damage to the platform—there were no duplicate accounts or attempts to exploit offers, while the use of the VPN was unwilling. The majority of the withheld funds represent my hard-earned money, and I trusted the platform with it due to its high rating. I have consistently used my home, VPN enhanced, connection without issue for almost a year, and the platform never flagged this as a problem until I had a positive balance and attempted to withdraw.

The reason for posting my complaint here is that I do not wish to get involved further with the casino customer service as they have not been interested in examining the issue further and would just quote the Terms and Conditions.

I am more than willing to provide any necessary documentation, including proof of my winnings, deposits, verification status, chat history, and residency. All of my deposits were made via Skrill and processed without issue, even prior to full account verification.

I do not wish to escalate this matter legally or publicly damage the casino's reputation, but my financial interests are important to me. I am confident that this situation can be resolved amicably, just as similar cases have been in the past. However, I will not hesitate to take the necessary steps to protect my rights should this remain unresolved. 

Thank you for your time and consideration. I hope for a fair and prompt resolution to this matter.

Hello Boulkanizater,

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 your account is already verified and if yes, since when exactly?
• How long have you been playing in the casino while using VPN?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

• The account was marked as verified after the unblock (where my funds were removed and was only given access to €2,700 of the €21,642). My documents were verified less than a day before that, but my KYC verification status was not changed at that time. I want to note here that you do not need a verified account to make withdrawals as the submitted conversations I handed over point out. Despite that, I had all my withdrawal requests rejected from 27/9/2024 to 2/10/2024.

• My first deposit was on 04/12/2023, 10 months ago, and I have been playing since, always using my home VPN-enhanced connection without an issue or warning.

• Real money, I did not receive any bonus for my latest €11,700 deposits.

• The last conversation was on 2/10/2024 and it is the one you will find attached in that Chat History PDF, where I requested my account to be unblocked and was cornered into that unfair deal of opening the account with only €2,700 of the €21,642. After another €448 went missing, I considered that deal voided, I turned here for help and did not speak with the casino again.

I hope I answered everything, let me know what else you might need from my side.

Thank you for your time, Nick.

Best Regards,

Dionysios

Hello Nick, just a friendly reminder for this case. Are you still waiting for something from my side?

Thank you Boulkanizater for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Boulkanizater,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would also like to invite the representatives from Vulkan Vegas Casino to join this discussion and share any information that could assist in resolving this issue.

Dear Vulkan Vegas Casino,

Based on the information provided by the player, it seems there may have been a significant misunderstanding. It appears that the player did not intend to harm or exploit the casino's system.

The player was unaware that he was accessing the casino’s site with a VPN enabled. According to the available information, the VPN server was located in Greece, which matches the player’s country of residence, as confirmed by his successful verification. To my knowledge, Greece is not on the list of restricted countries for registration or access to the casino’s site.

Given these circumstances, I believe the player is entitled to have his account unblocked and to receive a refund of his account balance. I would like to kindly ask you to reconsider your decision regarding this matter.

I kindly request your insights and assistance in resolving this complaint.

Thank you in advance for your prompt response.

Best Regards,

Kubo

Hello Kubo,

Please kindly provide the e-mail where we can send the authorization log.

Thank you!

Hello Kubo and Vulkan Vegas.

I am not sure as to what we will be needing the authorization logs, as I mentioned that a VPN was active, and as mentioned in our chats with Vulkan Vegas, I understand that the VPN location would be automatically selected. I admitted the involuntary use both in Vulkan Vegas and here, since I did not have any nefarious reasons, I did not need to hide anything that the logs might reveal. When I asked my brother, he said it would probably be neighboring countries, depending on where the VPN finds a location with minimal latency.

Reading Kubo’s response again, I see where the misunderstanding might be. It is not the VPN’s location that is in Greece, it is my physical location that I was talking about. VPN might show in Greece or somewhere else randomly.

I only point this out in advance to move things forward faster.

Dear Vulkan Vegas Casino,

Thank you for your response. I kindly request that you send any relevant evidence to my email address at jakub.m@casino.guru at your earliest convenience.

Your cooperation is greatly appreciated.

Hello Kubo

The e-mail was just sent.

Regards

Dear Vulkan Vegas Casino,

Thank you for providing the authorization log. It clearly shows that the player accessed the casino's website from multiple locations using a VPN, including countries listed as restricted in your Terms & Conditions. However, as the casino does not enforce IP blocks to prevent access from these countries, and given that the player has been verified as a resident of Greece - an allowed jurisdiction - it appears that no unfair advantage was gained.

Additionally, the player has been fully cooperative, openly admitting to using the VPN and providing a thorough explanation of the situation. This transparency demonstrates their intent to comply with your policies.

In light of these considerations, I kindly ask you to reconsider your decision in this matter, emphasizing fairness and a pro-player approach. A resolution that acknowledges the player’s cooperation and adherence to the allowed jurisdiction would reinforce a positive relationship between the casino and its players.

Thank you in advance for your attention to this matter. I look forward to your response.

Dear Kubo

Thank you for your review of the matter and for acknowledging the records provided. We appreciate the player’s cooperation and transparency regarding their use of a VPN.

However, as outlined in our Terms & Conditions, the use of VPNs or similar software to mask a player's location is strictly prohibited. This policy is designed to maintain the integrity and security of our platform.

In this instance, the player accessed our platform through a VPN and, as you noted, engaged in gaming activity while using it. This not only contravenes our T&Cs but also occurred during the session in which the winnings in question were achieved.

While we value the player’s cooperation, we must uphold our commitment to our policies and terms. We believe that adhering to these standards fosters a fair and secure gaming environment for all players.

The best we may offer as a sign of a good gesture - crediting 50% of the win onto player's account, and only under the condition the player will not use VPN any more at our website.

Kind regards

Dear Vulkan Vegas Casino,

Thank you for your clarification. I appreciate the importance of maintaining the integrity and security of your platform. However, I would like to emphasize that even when the player accessed the site from Italy - a restricted country - there was no unfair advantage gained. The player is verified as a citizen and resident of a non-restricted country, and the lack of geo-blocking for restricted countries raises concerns about transparency.

Furthermore, when accessing the site from Italy, players are shown "TOP games in Italy" right on the landing page, with no indication that Italy is a restricted country (please see the attached screenshot).

This allows players to log in and play without any warnings regarding restrictions. If the casino wishes to prevent access from specific regions, implementing geo-blocking would be a more effective solution to ensure compliance and maintain the integrity of your platform.

Given these circumstances, I kindly ask you to reconsider your decision and refund the player's balance in full. Additionally, exploring software solutions for access management could benefit the casino moving forward and help prevent complaints like this in the future.

Thank you for your attention to this matter. I look forward to your response.

Dear Kubo

Would you kindly try and create an account, please?

Thank you in advance!

Regards

Dear Vulkan Vegas Casino,

I already have reviewed the situation. It is indeed impossible to create an account when accessing the website from a restricted country. However, logging in does not seem to be an issue.

Dear Kubo,

As previously outlined, the player breached a term outlined in our T&Cs, which they agreed to during registration, regardless of whether any advantage was gained. Additionally, the internal agreement between the operator and game provider regarding IP changes seems to have been overlooked.

For perspective, please consider a parallel example:

You are speeding and get pulled over by the police. The police are ready to grant you a speeding ticket, even though you did not hit/kill anyone by speeding. The reason for that - is that regardless whether you have an accident or not - you broke the rules. The fine is granted.  

Thus, we do believe that casino has made quite a generous offer.

Warm regards

Dear Boulkanizater,

I apologize for the delay in my response. Further efforts to mediate this case and work toward a suitable resolution, in line with my previous correspondence and Casino Guru’s position, have been carried out via email communications with the casino. We are currently awaiting their response and will keep you informed of any developments as soon as we receive them.

Thank you for your continued patience and understanding.

Dear Vulkan Vegas Casino,

Thank you for your ongoing cooperation in this matter. However, we must maintain our initial position. Based on the evidence provided by you and feedback from the player, there is no indication that the player gained any unfair advantage through the unintentional use of a VPN. Even if the player was aware of it, we believe that a more transparent and appropriate solution would have been to implement clearer geo-blocking measures or display a warning on the site, rather than confiscating the player’s winnings. Had the player been experiencing losses, it is unlikely that the VPN usage would have been a point of concern for you.

I kindly ask that you respond to our email at your earliest convenience.

Thank you.

Dear Kubo,

Thank you for keeping me informed.

Best Regards,

Dionysios

Greetings

The player should refer to the latest e-mail, that was sent.

Regards

Greetings,

I checked my email as you suggested and indeed my account balance seems to be restored. I will try again to withdraw and come back to you with updates, thank you for taking care of it!

Best Regards,

Dionysios

Dear Boulkanizater,

I hope you're doing well. I wanted to follow up and check if there have been any updates regarding your issue. Were you able to successfully process your withdrawal?

Dear Kubo,

I hope you’re doing well too. Thank you for following up.

The withdrawals are currently still under process. I'm closely monitoring the situation and awaiting further updates. I'll keep you posted as soon as there’s any progress.

Dear Boulkanizater,

Another week has almost passed, and I wanted to check in to see if there are any updates regarding your withdrawal. Is it still being processed, or has it finally been approved and sent?

Thank you.

Dear Kubo,

Thank you for reaching out. So far, one out of the four withdrawal requests, that the total sum was split into, has been approved and successfully processed. One was rejected but after clarifying with customer support, it was probably a platform error and I issued a new withdrawal request. So the new request, along with the other two that are yet to be processed, is still in progress. I'm waiting patiently and checking their status.

Best regards.

Dear Boulkanizater,

As usual, I’m reaching out to check in on any updates regarding your withdrawals. Last week, you confirmed that the first of the four withdrawal batches was approved and successfully processed. Could you please let me know if there are any updates on the remaining batches?

Thank you, and I look forward to your response!

Dear Kubo,

Thanks for checking in once again,i have received my second withdrawal ,im patiently waiting for the remaining two and checking their status often.

Best regards!

Dear Boulkanizater,

Thank you for your cooperation and patience throughout this case. Based on the consistent pace of processing withdrawals, I will proceed with closing this case as "resolved."

Should anything go wrong moving forward, such as the casino failing to process the remaining two batches, please do not hesitate to reach out to me directly at jakub.m@casino.guru. I will be happy to assist further if needed.

Thank you once again for your cooperation.

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best Regards,

Kubo