Vulkan Vegas Casino - A conta do jogador foi encerrada devido ao suposto uso de VPN.

I deposited 1800 DKK on the 31. December and on the 1. January I wanted to withdraw 7250 DKK but they told me to send a picture of me holding my card to proceed, so I did and I was accepted by KYC so I thought everything was in right order however, the next day I won and had 8000 DKK so on the 2. January I wanted to withdraw my balance of 8000 DKK after I've been approved by KYC and I have sent a picture of me holding my credit card. When I then proceeded to withdraw, Vulkanvegas blocked my account by accusing me of using a VPN on the 31. December, I told them I hadn't used it intentionally nor to mask my true IP, this site had my true IP all the time but they wouldn't listen. I created the account in a fully accepted country Denmark. I wanted to get my deposit of 1800 DKK back at least however they would only go with a 500 DKK "loyalty" balance which means I spent 7500 DKK for unblocking my account?? The site pressured me into accepting this offer so they could void any of my winnings.

• Benmd

Dear Benmd,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you indeed accessed your casino account with an active VPN?
• Could you please clarify which country was the VPN set to?
• Which games did you focus on - slots, live casino, sports betting, etc.?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello all

According to our records, the VPN was used during playing live casino.

The player accepted the terms "OKay give me my money" and as per the moment being the account is unlocked and the agreed amount was credited onto player's real money balance.

Kind regards

Hi Kristina

• Do I understand correctly that you indeed accessed your casino account with an active VPN?

I accessed my casino account without knowing that a VPN was still active in the background, however, I turned it off right away

• Could you please clarify which country was the VPN set to?

The country was set to Norway

• Which games did you focus on - slots, live casino, sports betting, etc.?

I didn't focus on any game in particular, I didn't use a VPN intentionally to get access to any games. I played online roulette on an Evolution table, which is also allowed in Denmark.

I created my account with my real IP and location and have been a member since the end of 2023 and haven't made a single withdrawal and finally, when I win some, my account gets blocked for a single placed bet where I didn't notice a VPN was still running. The casino still knew my true IP and location because of the KYC as well and I had no reason to mask neither my IP nor my location.

I felt forced to accept their offer of 500 DKK since the casino live chat wasn't cooperative they kept telling me there was nothing to do to unblock my account with the actively large amount of money, 8000 DKK on the account if I could prove I'd been to Norway on the 31. of December. That is why, I'm filing this complaint because I feel unfairly treated when I finally win on their site.

Kind regards

• Benmd

Hello everyone,

Thank you both for your replies.

Benmd, could you please advise if you currently have access to your casino account and how much money you have there?

I have access to my account and I have 0 DKK as I have lost the 500 DKK they gave me after I had paid 7500 DKK of my balance to reopen my account.

Jeg har adgang til min konto og jeg har 0 DKK da jeg har tabt de 500 DKK de gav mig efter jeg havde betalt 7500 DKK af min balance til at åbne min konto igen.

Benmd, did you accumulate your winnings with or without an active bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Christina

I have never used a bonus at their casino and it has always been raw balance that I have played with.

I will send some screenshots from the live chats I've had to your email

-Benmd

Hej Kristina

Jeg har aldrig anvendt en bonus på deres casino og det har dermed altid været raw balance jeg har spillet med.

I will send some screenshots from the live chats I've had to your email

-Benmd

Hello

The case was overlooked.

The deducted 7500 DKK was credited back to player's account.

Kind regards

I can confirm that the deducted 7500 DKK has been credited back to my account as raw balance

Thanks, Kristina for handling this case, and thanks to Vulkan Vegas

Best regards,

Benmd

Dear Benmd,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru