Vulkan Vegas Casino - Player’s account was blocked.

They blocked my account beacause vpn! But I have not play with vpn. I don’t know to use vpn. Because I win they blocked me! That it!

Dear alexanag92,

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

I have checked the general terms and conditions https://vulkanvegas.com/en/terms-and-conditions, and this is what I found:

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 problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

Could you please advise if you have any pending withdrawals in the casino? Have you completed the casino account verification? How long have you been a player in this casino?

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,

Tomas

I have been in your casino for over 5 months! I have completed all identifications! And I have withdrawn €2100, I have sent all the necessary documents for kyc identification and I have also made withdrawals in the past!

Hello alexanag92

Please kindly let us know if you've travelled to Germany recently.

Thank you!

No I haven't traveled to Germany recently! I live in Greece! I have sent all the necessary documents. I have never had a problem with your casino!

Dear alexanag92,

Thanks for your reply.

Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

I play slots and no I didn't have an active bonus! My winnings were for withdrawal in full!

Still no solution for my problem! Pity!

Thank you very much, alexanag92, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 alexanag92

I'm Michal and I have taken over your complaint. I have reviewed your case and I would kindly ask you to understand that it is the player's responsibility to make sure not to use any VPN or other software that is Masking IP or location. Did you access your account and played in the casino on the same device from the same location? (for example a home PC or laptop) Are you sure you didn't (even accidentally) use any such software?

I have played from various computers at home and in internet cafes! And of course mobile phones. I consider it a bit unlikely that vpn has been used by mistake as I don't know how to use it. My money is locked along with my account and I am trying to find a solution. Because what has happened I don't believe that I am responsible somewhere! Thanks!

Dear alexanag92

I'm not saying that this is the real reason, but as you mentioned: "I have played from various computers at home and in internet cafes!" This could be a factor that has affected the casino's software system to suspect that you have accessed your casino account from various locations/countries or the usage of VPN software.

Dear Vulkan Vegas Casino

What evidence can a player present to prove that a VPN was not used?

Vulkan is not responding! He probably doesn't want to find a solution!

Hello alexanag92a

We can briefly see the depositing and gaming activity from Germany on 06.12.2022 10:12:57 (UTC), from you iPhone device.

May we know the purpose you used VPN in this case?

Thank you in advance!

Kind regards

I don't know how the vpn was activated. I don't know how it works or how it activates! My cell phone is for work, so I would be playing at the specific time when the deposit was made. I have no reason to lie. There was never a problem with your casino!

Dear alexanag92a

We kindly ask you to monitor the usage of VPN, since it's prohibited on the Site.

Your account was unlocked.

Best regards

Thank you very much! Happy holidays with health!

Dear alexanag92,

Do I understand correctly that your issue has been sorted, can we consider your complaint resolved?

Yes! Problem solved! Thank you very much!

Great news, alexanag92. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal