The player from Germany encountered an issue with Vulkan Vegas Casino after he requested a withdrawal of 1300 Euros. His account had been suspended due to a discrepancy in his registration location. Despite having completed a KYC verification, the casino had requested additional identity confirmation and had refused to refund his deposits. The player had claimed to have registered and played from Germany, but the casino suspected he had used a VPN to bypass country restrictions. After a thorough investigation and correspondence with the casino, we found evidence supporting the casino's claims. The player had indeed breached the casino's terms and conditions by registering from a restricted location. Consequently, we closed the complaint as unjustified.
Vulkan Vegas Casino - Player's account suspended after withdrawal request.
Amount: €1,300
Vulkan Vegas Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Dear Casino Guru Team,
I am facing an issue, I have been playing on and off at Vulkan Vegas for a few months now. I have often deposited and even had a few withdrawals. Recently, I had a reasonably good win (in Zeus vs Hades with 10 cents freespins for 15,- purchased and won 1337.3,-) and had also made a withdrawal. I requested a withdrawal of 1300 Euros, and today I observed that my account had been suspended. Consequently, I messaged the chat support, and they told me that I was in Poland at the time of registration, and now I should confirm that it was me. I always logged in as usual through Google in the browser and had a complete KYC verification, so I was fully verified. I do not know how I am supposed to confirm that. It doesn't seem fair that you can deposit money as you please but encounter problems while withdrawing. I even asked if they could refund my deposits and keep the winnings, but they declined that too. I am clueless about what to do and could use some help.
Thank you very much
Dear Baridfang,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you explained to the casino why you appear to have registered an account from a different country?
- Have you used the casino from a single location otherwise?
- Have you used the same device when playing in the casino?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Hi Tomas,
I said that I registered normally via Google and that I did the whole thing from Germany.
In addition, I sometimes played on the go or from the computer or from my cell phone.
Best regards ,
Baridfang
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much, Baridfang, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello, Baridfang,
I am sorry to hear about your troubles. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Vulkan Vegas Casino team,
Could you please provide us with a detailed explanation of the player's situation? What steps should the player take to unblock the account and/or withdraw the disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Dear Baridfang
Can you please let us know which error did you get when attempting to register at first?
Thank you for your cooperation!
Regards
Hello,
what kind of mistake do you mean? I don't remember any mistakes.
greeting
Dear Baridfang
Can you please confirm you were in Poland while registering and playing at Vulkanvegas?
Thank you!
Dear Baridfang,
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.
Hello,
As already mentioned, I was not in Poland and therefore cannot confirm this.
greeting
Dear Baridfang
Please kindly confirm taht you did the following:
1) You somehow found the VulkanVegas website
2) Tried to register
3) Received the error "Registration from your country is not allowed" (Vulkanvegas does not accept new customers from Germany for years now)
4) You used VPN instead, and registered successfully.
All correct?
Hello, it's been a while since I registered, I don't know if there was something like that and I can't remember if I used a VPN for it or was connected to a WiFi that had a VPN integrated. What I do know is that I have already paid out money with Vulkanvegas without any problems. I also submitted all my documents for the KyC exam (all of which go through Germany) and everything was fine.
greeting
Alright, let's not drag it out unnecessarily.
Dear Vulkan Vegas Casino team,
I asked you for supporting evidence 2 weeks ago in case we are talking about a breach of the casino's rules.
The player himself confirmed he was not in Poland. Since I assume there is a good reason you asked about it, can you please provide me with the supporting evidence?
Feel free to use my email (branislav.b@casino.guru).
Dear Baridfang,
The casino representative was able to fully support his claims and the casino's decision with relevant evidence.
After gathering all the necessary information, we are closing this complaint as unjustified. You obviously registered from a restricted country but used a tool/app to hide your actual location to bypass the casino's system settings and restrictions to be able to sign up at the casino, which means a serious breach of the casino's Terms and Conditions. Moreover, you confirmed you were not in PL at the time of registration yourself.
If you were able to pass some basic verification or withdraw some winnings from the casino, you can be only glad that it was possible and that the casino did not review your account completely earlier.
The casino acted in accordance with its terms and conditions.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Vulkan Vegas Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
