V.Vegas Casino - El retiro del jugador está bloqueado debido a una violación del límite.

Dear Casino Guru Team,

I am writing to you to report a serious violation by the Vulkan Vegas casino, which operates under the Antillephone NV license (8048/JAZ) issued by the government of Curaçao.

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🔎 Case background:

On May 30, 2025, I set a monthly deposit limit of $15,000 CLP as a self-care and responsible gaming measure, in agreement with my therapist. However, during June, the system allowed that limit to be completely ignored, allowing me to make multiple deposits and bets without any restrictions, which contravenes both the principles of responsible gaming and the minimum player protection obligations imposed by the license under which the casino operates.

When I contacted support, I was told that my limit had "expired," something that isn't stipulated in either the Terms and Conditions or the Responsible Gaming section of the site. Furthermore, the casino's own system doesn't allow setting or modifying limits from a mobile phone, which is the only way I access the platform. In other words, I had no technical way to cancel my own limit, yet the system removed it without confirmation or valid consent.

The operator claims that the request was made by me, but they do not provide any technical evidence (IP, device, authentication) to support this.

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M⚖️ Breaches:

1. Non-compliance with the Responsible Gaming Principle: According to international standards, when a player sets limits, these must be respected and cannot be removed without a clear and traceable request from the player, followed by a cooling-off period.

2. Lack of verifiable consent: There was no strong authentication or confirmation from me to remove the limit.

3. Systemic failure or negligence of the casino in allowing the limit to disappear automatically.

4. Hiding functionality from mobile devices, which prevents you from changing limits directly from a phone, but I'm still held responsible for changes that I technically couldn't have made.

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📚 Public precedents:

I've found other cases on forums like Trustpilot, Reddit, and Casino Guru itself where Vulkan Vegas players are reporting glitches or the unjustified disappearance of game limits, which demonstrates a worrying pattern of negligence or systematic irregular practices on the part of the operator.

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🧾 Request:

I formally request that Vulkan Vegas:

1. Return all deposits made during June 2025, the period in which the monthly limit should have been active.

2. Issue a formal response acknowledging the failure in the system or its procedure.

3. Commit to improving its platform so that the established limits are permanent, transparent, and accessible from all devices, as required by any player protection system.

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🔚 Final consideration:

I am presenting this complaint respectfully, but firmly. This is not a subjective complaint, but rather a direct violation of the practices that the gaming industry must uphold under ethical and legal principles.

I thank Casino Guru for offering this reporting and support channel, and I look forward to their evaluation of this case.

Estimado equipo de Casino Guru:

Me dirijo a ustedes para dejar constancia de una grave vulneración por parte del casino Vulkan Vegas, el cual opera bajo la licencia de Antillephone N.V. (8048/JAZ) emitida por el gobierno de Curazao.

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🔎 Antecedentes del caso:

El día 30 de mayo de 2025, establecí un límite de depósito mensual de $15.000 CLP como medida de autocuidado y juego responsable, en acuerdo con mi terapeuta. Sin embargo, durante junio el sistema permitió que ese límite fuera ignorado por completo, permitiéndome realizar múltiples depósitos y apuestas sin ninguna restricción, lo cual contraviene tanto los principios del juego responsable como las obligaciones mínimas de protección al jugador impuestas por la licencia bajo la que opera el casino.

Cuando consulté a soporte, se me indicó que mi límite "había caducado", algo que no se encuentra estipulado ni en sus Términos y Condiciones ni en la sección de Juego Responsable del sitio. Además, el propio sistema del casino no permite establecer ni modificar límites desde un teléfono móvil, que es el único medio por el cual accedo a la plataforma. Es decir, no tuve forma técnica de cancelar mi propio límite, y sin embargo el sistema lo removió sin confirmación ni consentimiento válido.

El operador sostiene que la solicitud fue hecha por mí, pero no presentan evidencia técnica (IP, dispositivo, autenticación) que lo respalde.

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M⚖️ Incumplimientos:

1. Incumplimiento del principio de Juego Responsable: según estándares internacionales, cuando un jugador establece límites, estos deben ser respetados y no pueden eliminarse sin una solicitud clara y trazable por parte del jugador, seguida de un tiempo de reflexión (cooling-off period).

2. Ausencia de consentimiento verificable: no hubo autenticación fuerte ni confirmación de mi parte para eliminar el límite.

3. Falla sistémica o negligencia del casino al permitir que el límite desaparezca automáticamente.

4. Ocultamiento de la funcionalidad desde móviles, que impide modificar límites directamente desde un teléfono, pero aun así se me responsabiliza por cambios que, técnicamente, no pude haber ejecutado.

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📚 Precedentes públicos:

He encontrado en foros como Trustpilot, Reddit y el propio Casino Guru otros casos donde jugadores de Vulkan Vegas reportan fallas o desaparición injustificada de límites de juego, lo cual evidencia un patrón preocupante de negligencia o prácticas irregulares sistemáticas por parte del operador.

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🧾 Solicitud:

Solicito formalmente que Vulkan Vegas:

1. Devuelva todos los depósitos efectuados durante junio de 2025, periodo en el cual el límite mensual debió estar activo.

2. Emita una respuesta formal reconociendo la falla en el sistema o su procedimiento.

3. Se comprometa a mejorar su plataforma para que los límites establecidos sean permanentes, transparentes y accesibles desde todos los dispositivos, como lo exige cualquier sistema de protección al jugador.

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🔚 Consideración final:

Estoy presentando esta queja con respeto, pero con firmeza. No se trata de una molestia subjetiva, sino de una violación directa a las prácticas que la industria del juego debe mantener bajo principios éticos y legales.

Agradezco a Casino Guru por ofrecer este canal de denuncia y acompañamiento, y quedo atento a la evaluación de este caso.

Hello,

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.

• Have you asked the casino to issue a refund already due to the reasons mentioned above? With what result?
• Have you set up other responsible gambling tools in addition to a deposit limit?
• Could you please share your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Hello Tomas

I hope you are doing very well.

Regarding your questions:

Have you already requested a refund from the casino for the reasons mentioned above? With what results?

Yes, I told them everything but they started contradicting themselves, saying that the game limits expire and then they told me to modify my limits.

Have you set up any other responsible gaming tools besides a deposit limit?

Deposit limit only, which helps me avoid adding more money to the account for the selected period.

Could you share your communication with the casino about the issue to support your complaint? Send emails or chat transcripts to my email address. , or post screenshots here

Of course, and I already sent you the email thread I had with VulkanVegas.

Now they proceeded to block my account

Here it indicates that the limits "expire" after a certain time, which is false.

My limit history

I proceed to re-establish the previous limit and you can see that there is no date limit or "expiration" for the limits.

We can already see a tendency to want to change the reality of what actually happens in the casino, where they always respond with things they themselves know aren't true, but their strategy is to make you look "ignorant" and that you were the one who made the mistake, or by telling you they can't return the money.

But let's take it one step at a time. In the chat, they told me that the limits expire after a certain time, and that's what happened in this case. Then, in an email, they indicated that I canceled the limit. Could the casino agree to have a single response for each issue? Or are they going to change things just because they want to answer anything so they don't "lose" themselves?

Then they say you're responsible for the money, but they're not responsible? And what about responsible gaming policies, where they're supposed to provide certainty and tools for each of their users?

Tomás, I just forwarded you the email thread I had with them.

I look forward to hearing from you.

Hola Tomás

Espero estés muy bien.

Con respecto a tus preguntas:

¿Ya le has solicitado al casino un reembolso por las razones mencionadas? ¿Con qué resultado?

Si, les comenté todo pero entraron en contradicciones diciendo que los limites de juego caducan y despues me dicen que yo modifique mis limites

¿Ha configurado otras herramientas de juego responsable además de un límite de depósito?

Solo limite de deposito que es el que me ayuda para no ingresar mas dinero a la cuenta por el periodo seleccionado.

¿Podrías compartir tu comunicación con el casino sobre el problema para respaldar tu queja? Envía correos electrónicos o transcripciones de chat a mi correo electrónico. tomas@casino.guru , o publique capturas de pantalla aquí

Claro que si y ya te envié el hilo de correos que tuve con VulkanVegas.

Ahora procedieron a bloquear mi cuenta

Aquí indica que los limites "caducan" despues de un tiempo, algo que es falso.

Mi historial de limites

Procedo a poner nuevamente el limite que tenía anteriormente y se puede apreciar que no existe limite de fechas o que "caduquen" los limites.

Ya podemos ver una tendencia de querer modificar la realidad que pasa realmente en el casino, donde siempre responden cosas que ellos mismos saben que no es asi, pero la estrategia de ellos es que uno quede como "ignorante" y que fue uno el del error o diciéndome que no pueden devolver.

Pero vamos por parte, en el chat me indican que los limites caducan despues de un tiempo y que eso fue lo que pasó en este caso, luego en un correo indican que yo cancelé el limite. Se podrán poner de acuerdo en el casino para tener una respuesta unica para cada tema?? O van a proceder a cambiar las cosas solo por querer responder lo que sea con tal de que ellos no "pierdan"????

Luego dicen que uno es responsable de el dinero y que ellos no tienen responsabilidad? Y que pasa con las politicas de juego responsable donde ellos deben dar certezas y herramientas para cada uno de sus usuarios?

Tomás, acabo de reenviarte el hilo del correo que he mantenido con ellos.

Quedo atento a ti.

Thanks for your reply.

• Could you please specify when you made attempts to deposit in the casino?
• Could you please share screenshots from your deposit history documenting your deposits from June?
• Send the information to my email at tomas@casino.guru

Could you specify when you tried to deposit at the casino?

First days of June and by the end of June there were no limits.

Could you share screenshots of your deposit history documenting your June deposits?

I forwarded you the transaction emails sent by the casino. They blocked me from accessing anything.

Send the information to my email at

I just emailed you all the backup.

¿Podrías especificar cuándo intentaste depositar en el casino?

Primeros días de Junio y a finales de Junio ya no había limites.

¿Podrías compartir capturas de pantalla de tu historial de depósitos que documenten tus depósitos de junio?

Te reenvié los correos de transacciones enviados por el casino. Ya que ellos me bloquearon para justamente no poder tener acceso a nada

Envía la información a mi correo electrónico a tomas@casino.guru

Te acabo de enviar todo respaldo por correo.

Hello all

We have carefully investigated the matter and were unable to identify any technical/legal issues.

The player did apply the deposit limit.

But then on 14-06-2025 03:28 (UTC) player requested the removal of the limit.

The limit does not get removed immediately, and a 24H cool-off period gets applied.

Thus, on 15-06-2025 03:28 (UTC) the limit was removed, and the player could continue playing.

Hence now the casino is aware that the player has a gambling addiction problem, the account is permanently blocked.

Hope this clarifies.

Best regards

Thanks for the information provided.

I checked the website, and from my point of view, the information regarding the time of expiration of the limit is only visible after I opted to cancel the limit manually, and the limit would be canceled within 24 hours.

From our point of view, we can't conclude that you didn't cancel the deposit limit yourself.

Please let me know if there is any information I might not have considered or have overlooked; otherwise, the complaint will be closed.

Tomas

I hope you are very well.

You say you can't conclude that I didn't change anything. But then you can conclude and be 100% sure that VulkanVegas didn't change anything?

Other casinos send emails when you create or remove a limit. Does this casino do that? Does it send that backup email? If not, it would be an opaque practice, since anything can happen and you wouldn't even know about it, don't you think?

I think there's a lot to analyze and there are still some issues that leave more questions than answers. You can close the case if you want, but this comment should stay, because I don't think it's fair.

I remain attentive.

Tomas

Espero estes muy bien.

Tu dices que no puedes concluir que yo no modifique nada. Pero entonces puedes concluír y estar 100% seguro que VulkanVegas no modificó nada?

Otros casinos envían correos cuando uno crea un limite o lo quita. Este casino realiza eso? Envía ese correo de respaldo? Si no, sería una practica poco transparente ya que cualquier cosa puede pasar y uno no enterarse, no crees??

Creo que hay mucho por analizar y puntos blancos que dejan mas dudas que certezas. Si quieres cierras el caso, pero este comentario debería quedar, porque no me parece justo.

Quedo atento.

I understand your point of view and dissatisfaction with the outcome.

We can only pursue refunds of your lost funds if we conclude the casino should have protected you, which, in our view, hasn't been proven.

Otherwise, you are the only one responsible for your account, wins, and losses.

I apologize, but we unfortunately cannot pursue the complaint further, and the complaint will be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.