Vulkan Vegas Casino - Player's winnings have been confiscated after account closure.

 recently won approximately 30,000 PLN in your casino but later played it down to 26,000 PLN. When I attempted to withdraw this amount, the casino suddenly flagged my account for using a VPN. I unknowingly logged in with a VPN once due to forgetting to disable a browser extension. This was my first and only instance of such an action, yet the casino decided to block my account and confiscate the entire amount, leaving only 500 PLN as a "loyalty reward."

As a player, I feel deceived. Why was VPN usage only checked when I requested a withdrawal? Throughout my time playing at your casino, my deposits were accepted without issue. However, when I attempted to withdraw a significant amount, problems began to surface, with the focus suddenly on VPN use.

On your chat support, I only receive the response that I violated the terms and conditions and that all funds would be forfeited. This feels like an unfair practice toward players. You accepted my deposits for a long time without scrutiny, but when the withdrawal amount became substantial, this issue was conveniently discovered.

I request a fair review of my case and reconsideration of your decision.

Dear gdybowski,

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.

Could you share which country you chose for a VPN server location and your reason for using it?

Did you use a VPN to bypass any bonus or game provider restrictions or country blocks during registration?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi Dominika,

Thank you very much for looking into my situation.

I would like to provide more details regarding the issue. I have a VPN set up in my browser (Windscribe) as an add-on for work-related purposes. I work in IT security, and I frequently use the VPN to test access to various websites from different global locations (completely unrelated to gambling). Unfortunately, on the dates mentioned by the casino, I had forgotten to disable the VPN. As noted in our email correspondence, the VPN was set to Norway or Dublin/Ireland. However, I did not use the VPN to bypass any country restrictions, as the games in question are also accessible on my mobile and desktop devices without a VPN.

Here’s a summary of the relevant details:

Deposits and Gameplay:

I played using my raw cash, and a few nights prior to the winnings, I deposited roughly €1,000 (exact figure can be confirmed if needed).

The winnings were accumulated without any active bonus.

Winnings Timeline:

One game, Bowery Boys from Hacksaw, paid me 14,000 PLN.

I continued playing various Hacksaw games and eventually reached a balance of 30,000 PLN.

Late that night, I played the balance down to 26,000 PLN and decided to withdraw.

Casino Response:

After 3–4 working days, I received an email asking me to explain why my account activity showed Norway and Ireland on the given dates.

I replied explaining that I had forgotten to disable the VPN add-on in my browser, causing my browsing to be routed through a different country.

Unfortunately, I received no response to my email. Shortly afterward, my account was blocked, leaving me unable to access my account history.

I then contacted the casino via live chat, where I was informed that all my winnings had been confiscated due to VPN usage. They offered to unblock my account with a 500 PLN "loyalty gift." When I asked for this decision to be sent via email, the support team refused, stating that the live chat notification was sufficient.

My Concerns:

I understand that I unintentionally violated the casino’s terms by using a VPN. However, I believe this was an honest mistake, as I have been a loyal and fair player with an active account at this casino for several years.

It feels unfair that the casino has leveraged the terms and conditions to confiscate my winnings without further discussion or proper communication.

As requested, I will provide copies of my email and chat communications. Unfortunately, since my account remains blocked, I am unable to access additional details or history.

Thank you for your understanding and assistance in resolving this matter.

Best regards,

Dear gdybowski, thank you for the information provided.

Are all winnings from Hacksaw Gaming games only?

Could you please confirm that you have passed the KYC verification?

Have you made any successful withdrawals before?

Hey , i cannot access my account in this casino as its blocked thus i cannot provide verification proof. I have underwent KYC at other casinos though.

Yes i have made few successful deposits from them.

i believe i also played pragmatic at this time , most of them was from Hacksaw if i recall correctly.

Thank you very much, gdybowski, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thanks, i am happy to provide any further information and looking forward for your assesment of this case

Hello there,

Thank you gdybowski for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vulkan Vegas Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello all

The player may continue using the services.

Regards

Thank you for the update Vulkan Vegas Casino representative.

Dear gdybowski, does this resolve your issue or do you require any further assistance? Thank you in advance!

Dear gdybowski,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.