Vulkan Vegas Casino - Аккаунт игрока был заблокирован во время проверки.

Good afternoon, I'm having trouble with the casino since they've blocked my account during the verification process when I requested a withdrawal. They claim that I accessed my account from Chile, but I doubt that. I reached out to support because I need to withdraw the funds, which are entirely from my own deposits since I haven't made any winnings. I also made it clear to them that I indeed use a VPN as I was watching a reality show from Chile, but I highly doubt that I logged into the casino using it. I further explained that if that was the case, I sincerely apologize as it was not my intention. However, I need a solution as all the money in my account comes from my own deposits, I haven't acquired any winnings, bonuses or anything of the sort. All I want is some help to recover my money and my account. I've attached the receipts from my deposits for reference.

Buenas tardes, tengo un problema con el casino ya que han bloqueado mi cuenta mientras hacían el proceso de verificación cuando solicité un retiro. Dicen que ingresé mi cuenta desde Chile, pero yo lo dudo. Me comuniqué con el soporte porque necesito el retiro de los fondos que son todos de mis depósitos ya que no he tenido ganancias. También supe decirles que en efecto yo si uso VPN ya que estaba viendo un reality show chileno, pero que dudaba de haber ingresado al casino usándolo. Igual expliqué que si fue así lo lamentaba mucho, que no ha sido mi intención. Pero que necesito una solución ya que todo el dinero que tengo es mío hechos por depósitos, no he obtenido ganancias, ni bonos ni nada de eso. Sólo quiero que me ayuden por favor a recuperar mi dinero y mi cuenta. Adjunto los comprobantes de mis depósitos.

Hello angelycordero623,

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 since when is your account blocked? Did the casino send you any kind of log which would show how many times did you use a VPN to access the casino? How much did you deposit there and how much is your current balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been blocked since September 1st.

No, the casino told me that I had to prove my stay in Chile and to remember that using VPN was prohibited.

I asked about the supposed access to Chile and they informed me of the access date as August 31, but in reality I have no idea how many times I am accused of entering by hiding an IP.

I deposited $203 dollars and my current balance is $145.

I contacted them on September 1st for the last time, they told me they are working to provide a solution.

I am writing this way because I really need my money urgently. Please help.

Mi cuenta está bloqueada desde el 1 de septiembre.

No, el casino me dijo que tenía que comprobar mi estadía en Chile y que recordara que estaba prohibido usar VPN.

Yo pregunté por el supuesto acceso a Chile y me informaron la fecha de acceso como el 31 de Agosto, pero en realidad no tengo idea de cuántas veces se me acusa de entrar ocultando IP.

Yo deposité $203 dólares y mi saldo actual es de $145.

Me comuniqué el 1 de septiembre por última vez, me dijeron que están trabajando para dar una solución.

Escribo por este medio porque enserio necesito mi dinero de forma urgente. Ayuda por favor.

Hello angelycordero623,

Could you please advise if you did claim any bonuses in Vulkan Vegas?

Using VPN is mostly prohibited in online casinos but we believe that if was not intentional and the player did not receive any advantage by using VPN (like accessing from a restricted country, avoiding bonus restriction or claiming bonuses from specific countries), it should not be a reason to void the player's balance.

Good afternoon, I have not claimed any bonuses and I did not get any winnings or benefits using a bonus. In fact I have not made any profits and I rejected the welcome bonus.

Please I need help.

Thank you in advance.

Buenas tardes, no he reclamado ningún bono y no obtuve ninguna ganancia o beneficio usando un bono. De hecho no he obtenido ganancia alguna y rechacé el bono de bienvenida.

Por favor necesito ayuda.

Agradezco de antemano.

Thank you angelycordero623 for all the information provided. As mentioned above, if the usage of VPN was a mistake and you did not receive any benefit from it, the casino may try to look at your case again. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello angelycordero623,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If the player didn't gain any unfair advantage using the VPN, what is the reason for blocking their account and withholding their funds?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all

Pardon for a delay in reply

The account was temporary blocked until receiving the clarifications from the player according to T&Cs:

"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."

Tomas, answering your question - in most cases, players change their IP addresses in order to play games that are not available for their location, obtain bonus, that is not designed for them.

Having investigated the player's case, looks like the player forgot to witch off VPN at a different device.

Glad to inform, the account was unblocked, player may continue to use services.

Regards

Thank you for the information, Vulkan Vegas Casino.

Dear angelycordero623, I hope this is good news!

Can you confirm if the case is resolved or if you want to keep the complaint open until successful withdrawal?

Kind regards,

Tomas

Dear angelycordero623,

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.

Good evening, I very much appreciate your help. I now have access to my account, I was able to make the withdrawal request. But I would like to keep the complaint open until the money arrives in my Skrill account please.

Buenas noches, agradezco mucho su ayuda. Ya tengo acceso a mi cuenta, pude hacer la solicitud de retiro. Pero quisiera mantener la queja abierta hasta que llegue el dinero a mi cuenta de Skrill por favor.

Hello

The money was successfully received on 08.10.2023 12:41:35 (UTC)

Best regards

Dear angelycordero623,

Can you please confirm receipt of the payment so we can consider the case resolved?

Thank you.

Kind regards,

Tomas

Good morning, the payment was made. Thank you so much.!

Buen día, el pago se hizo efectivo. Muchas gracias.!

Dear angelycordero623,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas