Vulkan Vegas Casino - Играчът използва VPN при влизане в казиното.

I had been playing on this site for some time and had made some deposits. All the gambling had been done from Denmark on the games that were available in Denmark.

The problem I am facing is that I had accidentally been on the site whilst I was on a vpn. I regularly use the vpn for browsing and watching Netflix. No bets were placed and no money was spent while the vpn was on. As soon as I realised the vpn was on I logged out.

I tried to explain to the casino that no bets were placed and no funds were used as this was a mistake, but the casino did not understand my mistake.

i have told them that I can accept that my account will be closed after I get my winnings.

accidentally being on the site while the vpn did not result in any bets place or any funds used while the vpn was on by accident.

I have tried to explain this but they do not seem to understand.

please help me with this case as I does not seem fair.

Dear Bigboy123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

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

• Could you please explain what were the consequences for your funds and your account after using the VPN in the casino?
• How did the casino inform you about them?

If there is any communication between you and the casino (emails, live chat transcripts) please share them here or alternatively send them to my email address at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas and thanks for the quick response.

my account was blocked and they have said that the funds will be deleted if I want to reopen the account.

I have had some correspondence with the casino via chat. But I don’t have the chat logs.

again all of the money was spent while I was not on the vpn. I have no reason to use the vpn as I can freely play from Denmark. It was on by mistake when I opened up the website.

many thanks for the quick response.

That is understandable.

Could you please explain if your account is verified? Have you made deposits and withdrawals in the casino in the past? Did you use bonuses or casino promotions in order to accumulate your current balance? Do I understand correctly the disputed value (11,600 kr.) represents your current balance?

Hej Tomas

jeg havde indsendt alle de dokumenter de skulle have for at verificere min konto.

i had made some deposits before this happened and I don’t remember if I made any withdrawals.

I have not used any bonuses or campaigns to accumulate the balance.

and yes it is a about 11.600 kroner.

Thank you very much, Bigboy123, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks

Hi Bigboy123,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Vulkan Vegas Casino to join this conversation and share more information regarding the case.

Can you please explain why you decided to block the player's account when there was no gameplay recorded during VPN usage?

Looking forward to hearing from you!

Best regards,

Tomas

Hello all,

We disagree with the player's statement "I tried to explain to the casino that no bets were placed, and no funds were used as this was a mistake, but the casino did not understand my mistake."

Since we can perfectly see, that the player used VPN on 23.04 and played hundreds of rounds during this date. (4673 spins, to be exact)

Kind regards

Like mentioned before no games were played while the vpn was on. Yes I did play the same day that the vpn was on but not while the vpn was on.

the Only reason I found out that the vpn was on was because I tried to go into a game and it just showed me an error screen. So it would literally be impossible to play while the vpn was on.

I might have played the same day that the vpn was on. But not while the vpn was on. All the spins that you can see were played while the vpn was not on.

Again. I only found out that the vpn was on by trying to go into a game and it said that there was an error immediately.

Dear Vulkan Vegas Casino,

Can you please provide us with evidence showing that during those hundreds of rounds, the player was using a VPN? You can send it to my email address: tomas.k@casino.guru

Thanks for your cooperation.

Kind regards,

Tomas

Hello Tomas

if necessary I would be willing to prove my claim that it would not be possible for me to gamble while the vpn is on. If allowed by the casino of course.

thanks for the quick response.

Hello,

The e-mail was just sent.

Kind regards

Dear Bigboy123,

I'm currently investigating your case with the casino representative via email. I will keep you updated on any outcome.

Meanwhile, feel free to prove that you weren't able to play games while VPN was on.

Thank you.

Kind regards,

Tomas

Hello,

The player may continue using our services.

Regards

Thank you for your cooperation, Vulkan Vegas Casino!

Dear Bigboy123,

Can you please confirm that the matter is now resolved?

Kind regards,

Tomas

Dear Bigboy123,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from Bigboy123, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas