Vulkan Vegas Casino - Player's account was blocked.

payout didnt processed for over 2 weeks, then was cancelled so I made new request, after a week, my accounts was blocked, when I asked for more informations got explanation that I login from sweden and used vpn, 

I never been in sweden and dont use vpn, I allways connect from my home internet and provider Hrvatski telekom as you can see from screenshots, I have account here for a 1 year maybe and made many deposits and cashouts and never had problems, 

now this is obiously tactics to avoid payment as I didnt do aynthing wrong and dont use vpn, 

please help me as I see that they had this tactits in history accusing players for using vpn to avoid payments

Dear anurek92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that €3,032 (dispute value) is being held in your account? Have you accumulated these funds with or without an active bonus?

Could you please advise if you have passed the KYC verification?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

yes, disputed value is 3032euro and bonus was used but funds are accumulated with real balance, I passed KYC verification and made many deposits and withdrawals previous on casino without any problems, now after long time not paying, they blocked account and accused me for using vpn and login from Sweden what is ridiciolous as I use my home network to connect directly

Thank you very much anurek92 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi anurek92,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.

Hello all,

According to Casino T&Cs:

"12.7. Masking IP or location is not allowed, and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies, including but not limited to VPN and Proxy Servers."

The records show, that the player was constantly using VPN service, had a gaming activity with it and activated bonuses.

E.g. we see the authorizations from Hungary, Sweden, Finland, Luxembourg, Denmark.

We would be happy to provide the authorization journal.

Kind regards

Hello all,

first was just Sweden, now when things are public, lets add more false accusations, obviously I was backpacking whole Europe and playing vulkan vegas casino, tell me any reason why I would use vpn or mask my location when I can play from internet from my home as I play, and I show my IP details and provider service In screenshoot to your support, you didnt pay me money for 3 weeks, then you started this circus. I am not new player at your casino, I play very long at your site and made many deposts and withdraws, to be honest, this is biggest, so you decided now not to pay me and make false excuse for you. You see all my loglist with IP details, why would I use now after several months of playing at vulkan vegas, VPN or whatever you accuse me?!! And what a good coincidence for you, I used vpn suddenly in period when I was waiting you to pay or when I made this biggest win, aint this sad and very wrong from your side?? I didnt do anything wrong, I can send you many screenshoots from my home internet connection, why would I think about using vpn, I dont see purpose or reason, please just pay me my funds so we can close this case and forgett about this scharade,

please

Dear anurek92

Can you also specify the devices you play from?

Thank you in advance!

Kind regards

Dear Vulkan support,

I use my personal laptop Asus windows 11, very rarely bussines laptop HP on windows 10, never used mobile applications.

Lets just summary, I play at Vulkan vegas from 31/5/2021 and I play 2-3 days per week aprox, made dozen deposits and cashouts, and then after my biggest win and after I didnt get my payout for over 3 weeks, you decide and accussed me on 20th day of no paying to me, that I suddenly crossed half Europe to play Vulkan or even worse scenario, I got crazy bored and for no any common reason I pay to use vPN to connect to account in moments of making this winning or waiting to get payed, instead of using my home internet as every day before for more than a year?! I dont understand really, and I am very disappointed with actions from your management and accusations with no any space to see facts from my side of story

I dont know when you registered this other logins who are not from Croatia, but why nobody didnt warned me about it before and asked me about to check it and see together and to solve problem or help me if my account was maybe in attempt of hack from 3rd person, you did that after 3weeks was all fine and not paying me in result of blocking my account and confiscating my money?! Your ass is saved, my security and wealth is not in your interest obviously,

thank you

Hi all,

Thank you for your replies.

Dear Vulkan Vegas Casino team,

Could you please send the authorization journal to my email address (peter.m@casino.guru)?

Hello,

The requested log was sent via e-mail.

Kind regards

Hello,

I want to see also this alleged logs, as this is 100% fake created from your side or we have serious security issues as I never used VPN or made login outside Croatia and my home network

Hello again,

I forward evidence to peter.m@casino.guru which confirms I didnt use any masking or VPN while using Vulkan Vegas, and its obvious that they make false logins reports specially now when they have my device names as they asked for it to have nice full report, please just pay my money as this is reason why we have this problem, you dont want to pay me as you didnt wanted to pay 3 weks before you "discovered" this alleged VPN problem

please admit your mistake and pay me my funds to close this case

thank you

Dear anurek92

Since you made several complaints by using different dispute resolution services, the other one (Askgam***) has determined that the Casino acted strictly in accordance with T&Cs.

Let's wait for CasinoGuru's decision.

Kind regards

Dear Vulkan support,

Yes, they accepted your false login list, they didnt give a care just to look at facts;

1. you accepted over 50+ my deposits in 1year+ peroiod without any problems
2. when I first time get bigger win you delayed payment for over than 3 weeks
3. blocked my account when I started asking questions
4. accuse me in private conversation that I connect to account from Sweden
5. when things get public you accused me that I login from half an Europe and accused me for using VPN
6. you obvioulsy make false login reports as I never used VPN or connected outside Croatia or used any proxy or masking geoloctaion software
7. even if in your false scenario; If you registered suspicious activity in my account, why nobody didnt care to ask before about my security or what is going on when I was loosing money, you just locked account when you had to pay me money!!?
8. I sent PROOF to casino guru that I dont use VPN or proxys and dont mask my identity from 3rd party
9. why would I sometimes suddenly use VPN as per your loglist when I dont have any reason for it and all works fine for me from my home network, are you really serious that after 1 year my normal usage of your site I started sometimes connect via vpn from Hungary, Sweden, Finland, Luxembourg, Denmark, and then little from my home internet?!!!! you have very nice imagination but only reason is you DONT WANT TO PAY MY MONEY!!

Please stop this farsa, please stop embarrassing me and trying to make a fool with this accusations and false reports and pay my money so we can close this case

thank you

Hi anurek92,

We will discuss the issue internally. I will get back to you ASAP.

Hi anurek92,

I received some information from the casino, however, it's not sufficient for us to make a decision. There is an ongoing investigation regarding your complaint and we will have to wait for the results. It may take a longer time so I will set the timer to 30 days. Hopefully, by then we will have enough evidence to successfully close the case. I wish we could find a quicker way but there isn't one. I will let you know as soon as there's news.

Hi Peter,

I know how you feel as I provided evidence I didnt use vpn and its obviouse that vulkan vegas is making some strategies to avoid or delay payments and you dont want just so easily blame some serious casino provider as Vulkan Vegas for doing this, I provided proof of my last play and its also won with real balance funds, bonus was active in account but I didnt play with bonus , I appeal once more on VULKAN VEGAS support to act with honor and blame some bug or glitch in their system and just let me to cashout my funds, after they can close my account because our business is pointless in future after this experience

thank you

Dear anurek92

We've found inconsistency in your replies.

You said, that you used your Laptop (Windows - based) only.

Indeed, we can see the gameplay and authorizations from this device.

But we also see the following devices: iPhone, LG STYLO 4 

Can you please clarify who the devices belong to ?

Thank you!

Kind regards

Hello,

I never used mobile phone to connect to your site as I told you before, I avoid it as its not pleasure to play from small screen and mobile based apps, and I dont even know what is LG stylo 4?!

I dont even have Iphone, I am android samsung Galaxy user.

I would like also to know who this devices belong to, its obviously some security problem or techical error from your side and have nothing with me

Please recheck your logs once more and you will see all my deposits and game play was made from my windows device, I dont know anything about other logins via mobile devices as it must be some technical or security problem

Dear anurek92

Can you please tell what games you were playing?

Also, was there at least a single deposit without a bonus?

What strategy was used for playing (except for playing Jackpot games)

Thank you!

Kind regards

Hello,

Strategy was to win some money, I play slots, all popular kinds of pragmatic, quickspin, evoplay, over 40+ different slot games, never jackpot slots, all kind available bets per spin I try just to win something at your site,

and yes, I made maybe few deposits without bonus, but you offer me bonuses every day via emails, sms, in account offers, if you dont like it, why you offer me?! I never asked you for it, also I never asked you or made posts how your bonus rules are unfair when I lose money because you have max win on bonus 500 or 750, and now when I win finally some big money with my real balance, you dont want to pay me and get this funny excuses everytime, do you want to send message to others that you are non paying casino if you are a winner?? Casino guru is obviously giving you time to act fair and pay me my money, if you dont like me to play at Vulkan, ok close account, but pay me my winnings so we can close this case and this public charade, as its obvious, you didnt wanted to pay me 3 weeks, then you came with idea to lock account and making me problems just to avoid payments, its really unfair from decent casino you try to look like

Please just send me my funds to end this

Thank you

Dear Casino Guru team

The administration of Vulkanvegas remains at the thought, that someone else is playing at player's account (the player deliberately provided the credentials to someone else).

The logs clearly indicate authorization and game play from different locations and using the devices, that do not belong to a player.

Best regards

Hello again,

are you serious Vulkan vegas or still joking with me?! So I play in my account, than I give deliberately random people to play in my account from different locations and different devices, and then I play again, risk that someone XY person have access to my account where I can win money because I also still gamble in this same account , win money, and where I have now 3k eur, and you dont want to pay as I share my account, my private credentials of deposit methods to random players wide Europe, as you said I play from several countrys?! Wait, you are serious, really?? Why would I share my account with some persons wide Europe risking that someone lose or steal money I am hardly trying to win at your site?! Where is common sense here? I really dont understand,

why are you still doing this when everyone cleary can see that you are just trying to avoid to pay me my money??

You admit in public that someone else used my account, how can I know you didnt made this logs just to accuse me or let someone hack my account? What this says about your security measures, do you know what you said now, that people random wide Europe logged and played in my account, and you locked my account because of security just when I won money and waited 3 weeks for payment!!!!!!!

Is any account safe anymore on Vulkan Vegas??

I provided logs and evidence to Casinoguru that all deposits were made from croatia without using any vpn, please stop making false accusations and funy statements and please just pay me my money.

Dear anurek92

We'd like to confirm, that our developers checked the logs and there were no signs of hacking of the account. Straight and direct login/password pair input.

Kind regards

Hello again,

allright but can you explain why was everything ok and safe to your developers and security team 3 weeks before when I made cashout 478eur, and in meantime while I made 12-13 deposits and losing money, security in account was all fine, and then when I won bigger money and you avoided 3 weeks to pay me, without any account activity because I was waiting my money, you found this security problem and locked account?! Aint this interesting?!

Why nobody wasnt concerned before in Vulkan Vegas? Another clear example of casino not willing to pay bigger amount when you win, why you lose and win penny, nobody cares about nothing, nice.

I like how you take care about your account security, nice reffer to other players to just feel safe at Vulkan Vegas!

Do you smile while writting this excuses and nonsense facts because its not funny to me at all unfortunately.

I provided evidence to casinoguru how I made deposits, and that I didnt used any vpn or log in from some other countries than Croatia, I never passed or gave anyone my credentials from account to anyone else, I played only, and I won money, and its fair to pay me money, as I was fair when I lost my money at your casino.

If you registered some breach and suspicious activity on my account, I would be pleased to be informed before and ASAP, not when I wait 3 weeks for my money.

I didnt do anything from this things you acuse me, please stop this and pay me my funds

thank you

Hello, anurek92, you may now request the withdrawal.

After a successful payout, your account will be permanently blocked.

Best regards

Dear Vulkan Vegas Casino team,

Thank you for the update and for the emails.

Dear anurek92,

The casino rep informed me that you will get paid your winnings. Please let me know when you receive it.

Dear Peter,

thank you for your help and casino guru team, I can confirm I received funds now, you can close this case now,

Thank you once more

Dear anurek92,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter