The player from Germany faced issues with withdrawing funds because the casino required proof that the account was created in Canada, which the player could not provide. Despite completing the KYC check, the player was unable to withdraw his winnings without proving he was in Canada during account creation. The casino confirmed that it did not accept new players from Germany and required this proof for compliance. Due to the player's inability to provide the necessary evidence, the complaint was rejected by us.
Vulkan Vegas Casino - Player’s withdrawal has been delayed due to location verification.
Amount: €100
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello everyone,
You require proof that I created my account while I was in Canada. However, I do not have such proof.
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4 months ago
Dear zlyungreax,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you are experiencing. To better understand your situation and assist you effectively, could you please provide some additional information?
- Could you clarify the specific issue you are facing with the casino? Is it related to account verification, withdrawals, or something else?
- When did you create your account with the casino, and what documentation did you use at the time of registration?
- Are there any emails or communication from the casino requesting proof of account creation location? If so, could you forward these to petronela.k@casino.guru?
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,
Petronela
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4 months ago
Translation
Hello, the account was opened on June 26, 2024. I have completed the KYC check and everything was accepted. Now, in order to withdraw money, I need proof that I was in Canada to register the account. But I don't have the proof.
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4 months ago
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They keep my account blocked if I don't have proof. Or they unblock my account but my money is gone.
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3 months ago
Dear zlyungreax
According to T&Cs, the Site does not accept new players from Germany.
Thus, the casino is asking for confirmation, that you were in Canada while opening the account.
Regards
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3 months ago
Hi zlyungreax,
I tried to register a new account with Vulkan Vegas Casino using a German VPN, and this is the notification that appeared:
- Could you please advise when you created your account and confirm that you were in Canada at that time?
If you do not have supporting evidence that you were outside the restricted geolocation when opening the account, it appears that you used a VPN to bypass the IP block, which is prohibited.
Looking forward to hearing from you.
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3 months ago
Translation
Well, that could have been said during the verification process where I was repeatedly asked to provide documents. I have no proof and I didn't use a VPN either.
But if you then offer to free up my account (unblock it) but my credit is then gone, would that change anything?
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3 months ago
Translation
But who thinks, oh I need proof that I'm not in Germany?
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3 months ago
Hello zlyungreax,
We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Hi zlyungreax,
Since the casino website is not accessible from Germany, accessing it presents a challenge. The only options are to use a VPN, which is not allowed, or to physically be outside of Germany and provide proof of your location. Given these restrictions, it is crucial that you cooperate with the necessary procedures to ensure compliance. This might involve traveling to a location where the casino website is accessible and providing the required evidence to verify your location. Without adhering to these guidelines, accessing the casino website legally from Germany remains problematic. Therefore, your cooperation is essential in resolving this matter.
Thank you for your understanding.
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3 months ago
Translation
I'm not going anywhere where casinos are allowed. Screw it
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3 months ago
Hi zlyungreax,
Thank you for your patience as we reviewed your complaint.
The casino has requested proof that you created your casino account while traveling to Canada, as Germany is a restricted country for their services, and Canada is not. Without supporting evidence demonstrating that you were indeed in Canada at the time of account creation, we are unable to proceed with your complaint.
I regret to inform you that, due to the lack of necessary evidence, we must reject your complaint.
If you have any further questions or require assistance with other matters in the future, please do not hesitate to contact us.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
