Vulkan Vegas Casino - A conta do jogador foi bloqueada.

Good day,

When I tried to withdraw my winnings after a few days, my account was blocked in the amount of €13,800.

I immediately contacted support and was told that I played in Bulgaria and Estonia. Which wasn't true at all.

I had used a vpn with no bad intentions. It was simply for security reasons towards my employer.

Today I contacted support again and they said that my account would remain permanently blocked. And I don't get my winnings paid out, nor do I get what I deposited.

Find it a cheek that you can deposit and play @ but as soon as it comes to the payout, the account is blocked

Hope I can be helped here.

Kind regards

Guten Tag,

Als ich versuchte mein Gewinn auszuzahlen wurde nach einigen Tagen mein Konto gesperrt Betrag 13,800€.

Habe sofort kontakt zum Support aufgenommen und mir wurde unterstellt das ich in Bulgarien und Estland gespielt habe. Was überhaupt nicht gestimmt hatte.

Ich hatte eine vpn verwendet ohne böse Absichten. Es war einfach aus Sicherheitsgründen gegenüber meinem Arbeitgeber.

Heute hatte ich wieder den Kontakt zum Support aufgenommen und die haben gemeint das mein Account permanent gesperrt bleibt. Und ich meinen Gewinn nicht ausbezahlt bekomme auch nicht was ich eingezahlt habe.

Finde es ne Frechheit das man Einzahlen und spielen kann @aber sobald es um die Auszahlung geht der Account gesperrt wird

Hoffe mir kann hier geholfen werde.

Mit freundlichen Grüßen

Hello xigorx994,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how long have you been playing in the casino? How much did you deposit in total into the casino? Why exactly did you use a VPN? Did you use any bonus in the casino?

Please note that using VPN is restricted in most of online casinos and as you registered and accepted their terms you should also follow then.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

On the platform Vulkan vegas game since 01/31/2022 had not had any problems before.

I don't know exactly how much I deposited in total, but the last amount was €4000. In this case where I won the €13800 no bonus was used.

On the subject of VPN, since I am on a foreign assignment and am not allowed to give any information about my location, I am obliged to use VPN for security reasons for myself and the Bundeswehr.

Hallo Nick,

Auf der plattform Vulkan vegas spiele Spiel seit dem 31.01.2022 hatte vorher auch keine Probleme gehabt.

Wie viel ich insgesamt eingezahlt habe weiß ich nicht genau aber der letzte Betrag lautete 4000€. In diesem Fall wo ich die 13800€ gewonnen habe wurde kein Bonus verwendet.

Zum Thema VPN da ich im Auslandseinsatz bin und keinerlei Informationen von meinem Standort geben darf bin ich Aus Sicherheitsgründen für mich und der Bundeswehr verpflichtet VPN zu Nutzen.

?

Hello xigorx994,

Unfortunately it has no affect on the casino that you had to use VPN. As it is restricted you shouldn't play there in case you are abroad. As it is restricted in the casino, no wonder they have closed your account. Please be sure to read all the terms and conditions before even registering into an online casino. If you are obligate to use a VPN, be sure to find a casino where it is not restricted to use one. Is there anything else we can assist you with? If not, the complaint will be closed.

Regards,

Nick

I just contacted Vulkan Vegas support again and got this message. So I didn't really break any rules, did I?

Habe gerade nochmal Kontakt zum Vulkan vegas Support aufgenommen und diese Nachricht erhalten. Also habe ich eigentlich gegen keine Regeln verstoßen oder?

Here I have an answer from another supporter of Vulkan vegas. So apparently it's not that clear whether the use of VPN is allowed or not... Then Vulkan Vegas should maybe revise the terms and conditions again...

I also researched the casinoguru site and discovered 2 same cases using VPN. Since Vulkan Vegas decided to pay out the amounts. Why not with me? I ask for your support. I can also send you the 2 affected cases as screenshots if you wish. Kind regards

Hier habe ich noch eine Antwort von einem anderen supporter von Vulkan vegas. Also so klar ist es scheinbar doch nicht ob das nutzen von VPN erlaubt ist oder nicht... Dann sollte Vulkan Vegas vielleicht mal die AGBs nochmal überarbeiten...

Ich habe auch auf der casinoguru Seite recherchiert und 2 gleiche Fälle entdeckt mit Nutzung von VPN. Da hat sich Vulkan vegas dazu entschieden die Beträge auszuzahlen. Warum nicht bei mir? Ich bitte um Unterstützung.Die 2 Fälle von den betroffenen kann ich Ihnen auch gerne als Screenshot zusenden falls Erwünscht. Mit freundlichen Grüßen

Hello all!

Dear xigorx994

Can you please provide your account ID, so we could investigate?

Since the account Igorbyt*****wski94@hotmail.com has zero on the balance, and the last gaming activity was on

02.02.2022 23:24:59 (UTC)

Kind regards

Hello, xigorx994

Can you please clarify for us if this is your second account?

Thanks

Dear Vulkan Vegas Casino

Can you please forward an evidence showing that the player has multiple accounts to nikolas.b@casino.guru?

Hello all,

We'd like to inform that the initial account of the player was blocked.

Also, after the successful withdrawal, the player's current account will be blocked as well.

The player will receive the payout in full amount.

Kind regards

Hello xigorx994,

As long as you receive all your legitimate balance from the casino, they have the right to close your account and restrict you from playing there. Can you please advise if you have received the remaining balance on your account from the casino?

Hello Nick,

I received the remaining balance.

I say thank you for your help.

Kind regards

Hallo Nick,

Das Restguthaben habe ich erhalten.

Ich bedanke mich für deine Hilfe.

Mit freundlichen Grüßen

Thank you xigorx994 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick