Vulkan Vegas Casino - Player’s account has been closed over alleged VPN usage.

I open my account on 6/12 whilst visiting friends in Denmark.

I deposited over 5000nok and won 10004.

i submitted withdrawal and was declined due to security. So I added all my documentation and support said once documentation was uploaded the funds would be withdrawed to my account.

Once I had submitted everything and everything was approved I withdrew again and the casino didn’t contact me.

I tried to log in again and they have blocked my account without notifying me.

I contacted support and they have said my account has been blocked due to using vpn and I need to prove that I was in Denmark.

when I setup the account I chose Norwegian krone so I could play in Norway upon my return and also put my correct address in Oslo in.

I have no way of proving I was in Denmark for one night as we had danish krone left over from previous travels.

I have asked the casino to email me with there outcome but they won’t even email me so I have anything on record, they keep asking me to come back to live chat.

I have read lots of other similar cases with this casino and need support and help before I contact my lawyer next week.

any help greatly appreciated

Dear tomjhicksy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Do I understand correctly that proving your trip to Denmark seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification? 

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

Hi Petrolena,

I have passed KYC verification already.

please see the attached photo.

this is what I can’t understand they are now saying I need to prove I was in Denmark whilst playing. This is crazy as I setup my account with a Norwegian address and in Norwegian krone so I could continue to play on my return to Oslo.

they are holding my funds until I prove I was in Denmark, which I can’t.

and I also they are threatening to reopen my account with no balance.

please help.

They have unblocked my account now without telling me.

The money is still in the account, I have submitted it for withdrawal. But it is not being processed by any members of the Vulkan Vegas team.

They are still asking that I prove I was in Denmark.

I have seen lots of other people complain about the withdrawal process with this casino.

any help and support will be greatly appreciated.

Dear tomjhicksy

Your account is verified, the withdrawal requests are scheduled to be paid.

There is no need to woryy 🙂

Kind regards

Thank you very much, Vulkan Vegas Casino Team, for your assistance.

Dear tomjhicksy,

Please let me know when you receive your winnings. Looking forward to hearing from you.

Dear tomjhicksy,

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.

Received winnings.

appalling casino to try and threaten that I need to prove I am in Denmark, do not play here

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tomjhicksy, for your 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