The player from Germany faced account access issues after being blocked due to his inability to provide proof of playing from Austria. He found the request for evidence unacceptable and considered it an attempt at fraud. The Complaints Team facilitated communication with the casino, leading to a reconsideration of the player's account status. The casino allowed him to continue using their services, and the player confirmed that the issue had been resolved and his payout had been made.
Vulkan Vegas Casino - Player’s account has been closed without warning.
Amount: €900
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Hello everyone,
You blocked access to my account on the grounds that I have no proof that I played from Austria. I played partly in Austria and partly in Germany and of course I have no proof of either. Why should I have any? I was not informed beforehand that I had to collect proof of my whereabouts. After I told you that such evidence does not exist, you say the only option is to delete all my funds so that I can use the account and deposit again. This is unacceptable and in my opinion an attempt at fraud. Not only is it not to be expected that such evidence will be collected, it is even unlikely that it will be in Austria.
Automatic translation:
Public
Public
1 month ago
Dear Themaninblack,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with accessing your account.
To better understand your situation and assist you more effectively, could you please provide the following details:
- When did you last access your account from Austria and Germany?
- Did you receive any specific communication from the casino regarding restricted countries before this issue arose?
- Were you using any VPN or other location-altering tools while accessing your account?
- Have you already contacted the casino’s support team about this matter? If so, please share any relevant communication.
Regarding the request for proof of your location, it’s important because online casinos need to comply with legal regulations about where their services are accessed from. If an account is accessed from a restricted country and then from an allowed one, the casino may become suspicious to ensure fair play and prevent fraudulent activity.
If you have any emails or messages related to this issue, please feel free to forward them to me at petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello Petronela,
1. It has been over a week since I was in Austria, since then I have always registered from Germany.
2. No, I didn't. Of course, I also specified 'Germany' as my country of residence when opening the account.
3. I can't rule out that VPN was activated at some point, but I don't think so. I was actually in Austria and Germany.
4. Yes, I am attaching screenshots.
Best regards,
Karim
Automatic translation:
Public
Public
3 weeks ago
Dear Themaninblack,
Thank you for your response and the provided screenshots.
We appreciate Vulkan Vegas Casino's reconsideration and are glad to see that they have allowed you to continue using their services.
- Could you please confirm if the issue has been resolved to your satisfaction?
If there is anything else I can assist you with, feel free to let me know.
Public
Public
3 weeks ago
Translation
Dear Petronela,
Yes, the problem has been resolved and my payout has already been made. Thank you!
Best regards,
Karim
Automatic translation:
Public
Public
2 weeks ago
Dear Themaninblack,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
