Vulkan Vegas Casino - Player's account was blocked.

Hello,

I have with Vulkan Vegas because I won lot of money but don’t want pay. I played and win lot of time and didn’t was problem with whitdrawal never, just now.

They ask proof I played from Lithuania because they see entering to my account from Lithuania. I wasn’t in Lithuania never. I didn’t used VPN or Proxy never…I think, so I didn’t used intentionally. My account are blocked now an I try talk with online chat but they want proof, proof, proof. I can’t send because I wasn’t in Lithuania. I don’t understand this situation.

This is e-mail from support:

"Your account has been temporarily blocked. We kindly ask you to provide a document which would prove that you were in Lithuania while playing on our website.

Please note that masking IP or location is not allowed on our website. 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."

What can I make?

Dear Szbkriszta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you created your account from Hungary and always played from this country? Did you fill in the country in the player profile correctly?

Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

Thank you that your fast answer.

I creates the account in Hungary and I played in Hungary always. In the KYC control is everything okay. I had more withdrawal from the casino. The last is 10th January about. They never indicated any problem.

I didn’t play with active bonus. I have a think when I used my Macbook The browser identifed the Vulkan Vegas page for footprint. I never used a VPN and I don’t know what is this.

Thank you that they deal with my problem.

Krisztina

I got e-mail from Quality Control Department because I wrote the complain.

This is the e-mail:

"Dear Ms. ….., 

I see that yesterday in online chat you confirmed that you used VPN for playing on our website. So, as far as I understand, your previous emails are not more relevant, are they? Please note that according to or T&C, 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. 

Nevertheless, the Administration has agreed to a compromise and is ready to unlock your profile and to leave 50 000 HUF on your balance if you agree not to violate the T&C you agreed with by registration. All other winnings will be voided. Do you accept these conditions? 

In case of any additional questions, you can always send us email or contact us via online chat 

Best Regards

Elsa"

I didn’t confirmed I used VPN. I wrote on chat the browser identifies the website as a known tracker. I think not my fault if "simple" browser considers the website dangerous.

I searched "VPN" on the Google and I didn’t see Safari or Chrome or other browser among the results. I'm not a computer scientist, I don’t know the "simple" browser can make this maybe and there are no warnings on the site about tracking or phishing and therefore, the browser settings must be checked. I don’t know my browser changed or didn’t my IP address, I just know identified the website as a tracker.

The Casino offers 0.5 of the prize. This isn’t correct.

I had several smaller whitdrawal in the past (2 times in January too of this year) and not was problem never. I think they leave this opportunity open for big wins. They don’t want pay big prize and they can refer for VPN use anytime. I asked from support tell me the dates when I used VPN but I didn’t got answer for my question never!

I got this e-mail at today but I don’t understand what exactly are they asking for?

"Dear Ms….., 

As we can see, just with Google Chrome you entered from the location of Lithuania. You need to check all device and browser settings again.

Best Regards

Yana

VulkanVegas Quality Control Department"

I sent this photo from my mobilephone because other assistant wrote they see that last authorizations with Lithuanian IP were carried out from mobile devices.

Sorry for the hungarian language on the pics but my phone use this language.

I got this e-mail at today:

Dear Player. 

The information that you used VPN was confirmed by the technical specialists of our site. Alas, there is no way to unblock your account.

Best Regards

Yana

VulkanVegas Quality Control Department

Dear Yana, 

 I asked evidence from support because I know I didn’t used VPN never!

I wait the evidence but I think they not will send never because VPN was excuses only… 

I think they lie and I think not correct attitude if they suspect but do not send any specific information.

I have to prove that I was in Lithuania when I wasn't. But nothing to them, they just say everything! They didn’t communicated exact dates when I used VPN!

They want proof that I was in Lithuania but they didn’t say from which date… 🤔

I asked from my friends and I know now that need registered and pay for vpn service! I didn’t maked never! So I'm pretty sure I didn't use a VPN! I'm waiting for proof after the words…

Thank you very much, Szbkriszta, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Szbkriszta,

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 and possibly double-check the situation.

Hi Peter,

Thank you for dealing with my problem!

I am very curious the answer because I know that I never use VPN. I haven’t software for VPN on my phone and my Macbook.

Hello, all

Our system detected the gameplay from Lithuania, please kindly refer to the screenshot:

Kind regards

Dear Vulkan Vegas Casino,

Thank you for reply. I see the picture. That’s impossible I traveled from Vilnius, Lithuania to Hungary in 32 seconds.

I wasn’t in Lithuania never and I didn’t used VPN never, so these cannot be the explanation.

I have question but I would like if you know I’m simple computer user. I see on the picture the session number in Lithuania is same than the credentials number in Hungary. Can you explain for me what it means and how is possible? Is this normal?

You colleague from support wrote to me that your website saw I entered with Google Chrome from the location of Lithuania. I maked screenshot from my browsing history and I didn’t entered to your website on 31th December with Google Chrome.

I attach pictures. Please check.

Thank you!

Dear Szbkriszta

Please kindly let us know if you use both iPhone and Android device.

Kindly also mind, the time on the screenshot is UTC.

Best regards

Dear Vulkan Vegas Casino,

I wrote 18th January on chat and 20th January for complains via e-mail that I use Iphone 11 mobilephone. I never used Android mobilephone.

I think 1 hour and 32 second too short time for travel from Lithuania to Hungary.

Hi all,

Thank you for your replies.

Dear Szbkriszta,

It is never a good idea to use a VPN when playing in a casino because it's forbidden in most casinos. However, we always try to look at the fairness of the situation and ask if an unfair advantage was gained.

Dear Vulkan Vegas Casino team,

Has the player gained an unfair advantage using VPN? Did she register from Lithuania? Did she activate a bonus that wasn't available in Hungary? Please advise.

Dear Peter,

I didn’t used VPN never!!! I haven’t VPN softwer or subscription!

My mobilephone is Iphone 11! I don’t have Android! I didn't break the rules because I didn’t used VPN…

I won on 13th January with own money…not on 31. December 2022. and I didn’t used bonus.

Dear Szbkriszta

We've discredited your account, please use the "reset password" form in order to gain the access back.

Kind regards

Dear Vulkan Vegas Casino and Peter!

Thank you!

I maked withdrawals and I will come back if will be successful.

Thank you for your help!

Dear Szbkriszta,

Do I understand correctly that you will get paid?

Dear Peter,

Yes I think because I could withdrawals and I wait now that money will be arrive for my bank account.

Dear Szbkriszta,

Has there been any news?

I asked 80 pieces whitdrawals on Sunday, so 2 working days ago and are 5 successfully.

I wait 75 yet.

They are not in a hurry… ☺️

So, I waiting for payments…

Was few successful payment but the casino cancelled few payment time to time. The 14 working days start again and again.

I tried write with online support but they wrote schemes again and again…

I think this story will be neverending.

Hello, Szbkriszta

Can you please clarify how much money was received, and via which withdrawal method?

Thank you.

Hi Vulkan Vegas Casino,

I try answer your question but not simple.

I maked 80 whitdrawals on 29th January, I see 94 in my payment history at today… 🤷🏼‍♀️

I got 62 succes payments but I see 64 succes payments on your page.

Facts:

I got 17.289,62€ and $4.322 with 61 maestro and one with banktransfer payment method.

My balance is 997.652 HUF (~2558€) on your page in the morning at today but was 1.710.152 HUF (~4385€) in the evening on yesterday. I have 572.500 HUF (~1468€) in progress and 855.500 HUF (~2193€) in incomplete status in my payment history at today. I was 715.000 HUF (~1833€) in progress and 1.425.000 HUF (~3654€) in incomplete in yesterday.

Absolutely untraceable…

Hello Szbkriszta

We would recommend using bank transfers for your withdrawals, since withdrawals by cards may cause rejections by the bank in some cases.

Kind regards

Dear Vulkan Vegas Casino,

I tried banktransfer too but no change, so I wait.

There is no problem with the banks because the money does not even reach them…

"8.14. For the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 5000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 48 hours, but not exceeding 5 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.15. For the players who successfully completed KYC check, a withdrawal amount from 5000 EUR to 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays."

I have payments in progress from 10th February. I hope the casinos knows ows Terms and conditions and it will be over soon but I think the payment system is very bad and untraceable. The dates they keep changing for no reason…

Dear Szbkriszta

We can see there are only 4 withdrawal requests remaining and they are being processed by the PSP. The Casino approved the withdrawals in the timely manner.

We do hope you'll receive the money soon.

Kind regards

Dear Vulkan Vegas Casino,

I maked 80 whitdrawals on 29th January, so 15 working days ago.

I wait, I can not do anything else…

Thank you!

Dear Peter and Vulkan Vegas Casino,

I got my prize!

Thank you for your help!

Dear Szbkriszta,

Thanks for the update, it's great news. I'm glad to hear that you received your winnings. 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