Vulkan Vegas Casino - Player’s winnings are confiscated for alleged rule violations.

I have been playing at Vulkan Vegas for about 2 months and had no problem with deposits or accessing the casino. At first everything was fine, but lost a bit of money. Recently I catched some good spins and won around 13000€. Tried to withdraw the funds, forwarded all the needed documents - but they banned my account. Reason - VPN usage and incorrect date of birth (?). When registering, I put my right address as well as forwarded the documents to verify it. Age as well, as my ID card shows my birth date. I may have played with VPN on unintentionally as my network provider or browser has it built in, I honestly don’t know, but the address they are saying I accessed it from is under 200km where I live (Lithuania). I hope to resolve it soon as possible. The games I played I believe is available without a VPN as I am playing the same games in local casinos..

Dear markszpd,

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. Please note that the vast majority of online casinos prohibit players from accessing the casino with an active VPN. I checked the casino's General T&Cs and I found this:

"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."

Could you please clarify what was the difference in the date of birth between your documents and your profile?

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

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I understand that VPN usage is against the rules, but I was not avare I even had one😁 And it was not like I was playing from Canada or USA, Lithuania is under 200km away. Bonus was not active. I honestly don’t know about the birth date, maybe there were google autofill form active when I registered?

I have provided all the documents and explained the situation to the Vulkan’s support. The decision will be made by the administration.

Update - Casino is ready to unblock my account only if I agree to forfeit my winnings.. Seems a bit interesting, huh?

They did not give me any warnings or heads up that I am using VPN or anything other when I deposited money, they gladly took it, even many times a day.. But when it is time to withdraw, they search for any reason not to.

All the deposits where, of course, accepted immediately, but all the withdraw requests - denied after ~2 days.

+ I have been playing on Vulkan Vegas since April, they did not ask for any documents or verification, nor warned or gave any signs that I am using a VPN or anything.. They asked for it right when I finally won something... Deposits were taken without questions asked..

Update 2 - Their decision can't be challanged.. Emmmm, help?

I did my research and it looks like this is not the first time @vulkanvegas does this type of shady things after a player hit some luck.

Just be sure, I will let the players know how they treat you @Vulkanvegas when you deposit, play and send the money, how welcoming they are with the bonuses, Whatsapp and SMS messages, and how strict and brutal they are when it is time to pay your honest won money. Believe, if I have a couple of hundreds to spend on some fruit games, I will find a couple of grand to invest to deliver the honest information to the players if I will not recieve the funds I have won fair and square.

Can I ask for a comment from @Casino Guru representative?

I have asked around in other forums and from VIP level gamblers in my circle about my ban, and everyone is saying that this is ridicilous! Many of them have been playing with VPN on after shopping, watching Netflix or something and all they get is warning or a heads up.

Update - They are still adamant with their decision.

I contacted local gambling comission and am getting ready to prepare documents to my legal team and attorney.

Basically, it counts as an unpaid withdrawal, because the bet that is placed and its outcome is valid instantly.

Also, I have been talking with an experienced gambler that had his balance paid back after playing on pokerstars (banned in Latvia, acessible only with VPN) with VPN on. Customer support of pokerstars was very welcoming and helped with everything instantly.

Hello?

Can anyone assist me?

Thank you

Thank you for your reply, markszpd. Please note that when you use a VPN, whether intentionally or unintentionally, it appears as though you accessed the casino from a different country, which is against the rules. It is unreasonable to expect the casino to make an exception when you have violated one of the standard rules of online gambling. If they do so, it is merely an act of goodwill on their part.

Additionally, it is the player's responsibility and a fundamental requirement in online casinos that the personal information provided in your profile must match the personal information stated in your documents.

Before we fully evaluate this complaint, could you please forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

Ok, I will do that in the evening as I have to go trough a lot of emails.

But how about the thing that it took 4 months for them to notice it? And to only ask to validate my account after I want to withdraw?

It would not be a problem if I was banned when I wanted to deposit, that would be great!

My point here is - if you can take money for 4 months with me breaking the rules (unintentionally) then you can pay out 1 time as well, for god sake!

I don’t know if there even is more relevant information regarding this case. Basically, it is just back and forth the same from 03. july.

If I was breaking the rules, should they return, at least, my deposits?

If you can't help me with this and only want to say that I did break the rules, you might as well close and delete this thread.

I know I broke the rules, unfortunatelly, not me knowing it. So I was wondering maybe I can get help or some kind of kindness act from Casino or Casino Guru to help me.

If that is not happening, no point in discussing it and wasting all of the involved parties time.

Unfortunately, I have not received any emails from you containing the information I requested in my previous message. Could you please forward them so we can proceed with this complaint?

Dear markszpd,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.