HomeComplaintsVulkan Vegas Casino - Player’s withdrawal has been withheld.

Vulkan Vegas Casino - Player’s withdrawal has been withheld.

Amount: €710

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 25 Oct 2022 | Resolved : 30 Oct 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Greece had the withdrawal denied due to an accusation of using the VPN. Player’s complaint has been resolved successfully.

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2 years ago

hi, after a withdrawal that I requested the casino froze my account and canceled the withdrawal with the excuse that I have connected from and played from a different VPN. this happened on a business trip of mine but they probably don't accept it because it's a trick not to pay.


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2 years ago

Dear Kuriakosraf,

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

I hope I understood correctly that you have been accused of using the VPN.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have used the VPN on the business trip only? Could you please describe the whole situation in more detail? Was your account successfully verified in the past?

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as 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.

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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2 years ago
Translation

Thanks, I don't have any proof when I was there, I drove to a neighboring country for half a day and played from a Danish tablet. Today they reinstated my account but we will be on hold until the withdrawal is completed.

Automatic translation:
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2 years ago
Translation

The casino accepted my requests so the matter can be closed successfully

Automatic translation:
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2 years ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kuriakosraf, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

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