V.Vegas Casino - Играчът все още не е получил своята печалба.

I requested a withdrawal of €500 from Vvegas Casino account on October 25th (which was initially split by the casino into two withdrawals of €450 and €50; I accidentally cancelled the €50 one myself and chose not to request it again to avoid any further confusion). According to the casino's terms, payouts to verified players are processed within 2 working days.

​The exact chronological sequence of events is as follows:

​I made total deposits amounting to €286, which the casino accepted immediately and without any issues or checks. Back then, the VPN was not an issue for them.

​Initially, when I requested a withdrawal, they told me via live chat that they rejected my bank card under the pretext that my surname was spelled with a 'D' instead of 'NT' (even though the bank itself issued the card with this spelling, not me).

​On October 27th, I received an email from support asking me to prove I was located in Finland. I replied immediately and clearly, explaining that I used a VPN solely because the platform did not feature all game providers in my country, and not to conceal my location or with any fraudulent intent. (It is obvious that the VPN only became an issue when I requested a payout, whereas my deposits were welcomed without question).

​Since October 27th, I have never received any reply to that email, nor any update, and I am being completely ignored.

​To facilitate the process, I mentioned via live chat that I could withdraw to another card where my name is spelled with NT instead of D (by the way it means the same in my language), although I received no response. I proceeded to upload the documents and selfies for this other card on my own initiative which by the way they accepted it but not the selfie with it.

​The casino rejected these additional documents and selfies inside my profile (as shown in the attached screenshots), without ever sending me any explanation, reasoning, or email regarding why they were rejected. Furthermore, my profile status is artificially kept as 'incomplete' despite me uploading everything required.

​My account remains accessible and the €500 are pending in my active balance, yet they refuse to finalize the verification, keeping it as 'incomplete', and they completely ignore me across all communication channels. It is clear that they happily accept deposits, but they use KYC and the VPN as pretexts exclusively to avoid paying out my winnings.

Due to file size and upload limits on the platform form, I am initially attaching the 3 most crucial screenshots (pending withdrawal, rejected documents, the email inreceived with my response and the incomplete KYC status). I will provide the remaining evidence (deposits and terms) shortly as a follow-up or as soon as requested.

​I kindly ask for your valuable assistance and intervention to help me resolve this dispute and ensure the casino processes my legitimate withdrawal.

Thank you for your time.

Important notice:

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Dear Trantamike80,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Greetings,

Dear Player, please provide the proof of gameplay from Finland (FI) 25.10.2026 and the withdrawal will be processed in no time!

Regards

Hello,

​I need to clarify something very important: I was never in Finland.

​As I stated before, I used a VPN solely because the platform did not feature all game providers in my actual country of residence, and not for any fraudulent intent.

​Furthermore, the casino accepted my total deposits amounting to €286 immediately and without any issues or checks. Back then, my IP address or VPN usage was not a problem for them at all. It is completely unfair and a predatory practice for the casino to happily accept my deposits, allow me to play, and only bring up the VPN and "location" pretexts now that I have requested a withdrawal of my winnings.

​I kindly ask the casino to stop dodging the payout and to proceed with processing my legitimate €500 withdrawal."

Dear Trantamike80

Can you please name the game providers, that were unavailable in your jurisdiction, and you used VPN to access them?

Thank you for cooperation!

Regards

Dear casino guru ,

​Regarding the game providers, the main provider I played and won the largest amounts on is EGT Digital. As it can be clearly verified from my betting history, this provider (along with potentially some others I browsed) was not available in my region without a VPN, which is why I used a VPN to access them (as also shown in the provided screenshot of the platform's provider list).

​More importantly, the casino accepted my total deposits amounting to €286 immediately and without any issues, restrictions, or checks regarding my connection back then. It is completely unfair and a double standard for the casino to welcome my deposits without a problem and only bring up the VPN as an excuse now that I have requested a withdrawal of my winnings.

​My account and identity are fully verified, and I kindly ask the casino to stop making excuses and proceed with the immediate processing of my €500 withdrawal.

Dear Jean

You've got all the explanations on the situation.

Kind regards

Hello Jean,

​Regarding the casino's dismissive response, they are simply trying to deflect and avoid addressing the core issue. Instead of answering why they accepted my deposits (€286) immediately and without any connection checks, they are just hiding behind a blanket VPN clause only now that a withdrawal of €500 is requested.

​Also, I must reiterate that I only used a VPN because the game provider where I won my main amounts (EGT Digital) was regionally unavailable without it, as shown in the platform's provider list. I had no malicious intent or multi-account behavior.

​I kindly ask you to review this double standard and unfair practice. Thank you.

Dear Jean

To follow up on that: checking my betting history will confirm that my most winnings were generated through EGT Digital, which was the sole reason a VPN was used to access that specific provider.

Thank you

Also as I told you before, i want to add again a final crucial point: as shown in the screenshot I sent before and you can see it again down here without an active VPN, the EGT Digital provider does not even exist on the platform. This proves that a VPN was the absolute only way to access it, and checking my betting history will confirm that my most winnings came directly from there, with zero malicious intent.

Thanks again.

Dear Jean ,

I would like to inform you that the casino has just blocked/closed my account entirely, displaying an error message that the user is blocked. I have received absolutely no notification, no email, no warning, and no explanation whatsoever. They are doing this right in the middle of the ongoing mediation process and as direct retaliation for presenting the evidence regarding the VPN and the EGT Digital provider. By doing this, they are attempting to misappropriate my legitimately won funds (€500) and cut off my access. I strongly demand that the mediator intervenes immediately to ensure that my money is returned to me in full, as it is completely unacceptable to close accounts secretly to avoid payment and steal a player's balance.

Dear Trantamike80,

Thank you for your response and for providing additional information regarding your complaint.

After carefully reviewing all the available information, including your explanations and the casino's response, I am afraid we are unable to provide further assistance.

We understand your frustration, particularly because the casino accepted your deposits without raising concerns about your VPN usage, and the issue only arose when you requested a withdrawal.

However, you have confirmed that you knowingly used a VPN to access EGT Digital, a game provider that was otherwise unavailable in your actual jurisdiction.

Please understand that geographical restrictions imposed by casinos and game providers must be respected. These restrictions may exist due to licensing agreements, regulatory requirements, or contractual obligations between casinos and game providers. Using a VPN to bypass such restrictions can constitute a violation of the casino's Terms and Conditions, regardless of whether there was any intention to commit fraud.

By accessing the website with a VPN, you breached the casino's General Terms and Conditions:

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.

While we acknowledge your argument that the casino accepted your deposits without questioning your location, this does not automatically make gameplay conducted in violation of geographical restrictions legitimate or guarantee entitlement to the resulting winnings.

We also understand your concerns regarding the subsequent closure of your account. However, based on the information available, we cannot conclude that the casino blocked your account in retaliation for submitting this complaint.

We believe the casino acted in compliance with its Terms and Conditions. Players are generally prohibited from concealing their actual location by most online casinos, and unfortunately, we are not in a position to deviate from these industry standards.

For future reference, I strongly recommend discussing the use of a VPN with the casino beforehand and obtaining explicit permission before using one. You should also ensure that you only access and play games from permitted jurisdictions.

Due to the aforementioned reasons, this complaint will now be closed as rejected.

Thank you for your understanding. I am sorry we could not be of more help on this occasion.

Best regards,

Jean