Vulkan Vegas Casino - El retiro del jugador ha sido retenido.

hi, after a withdrawal that I requested the casino froze my account and canceled the withdrawal with the excuse that I have connected from and played from a different VPN. this happened on a business trip of mine but they probably don't accept it because it's a trick not to pay.

Dear Kuriakosraf,

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

I hope I understood correctly that you have been accused of using the VPN.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have used the VPN on the business trip only? Could you please describe the whole situation in more detail? Was your account successfully verified in the past?

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

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

Best regards,

Petronela 

Thanks, I don't have any proof when I was there, I drove to a neighboring country for half a day and played from a Danish tablet. Today they reinstated my account but we will be on hold until the withdrawal is completed.

Ευχαριστώ, δεν έχω κάποιο αποδεικτικό στοιχείο όταν ήμουν εκεί, πήγα οδικός σε μια γειτονική χώρα για μισή ημέρα και έπαιξα από ένα δανικό τάμπλετ. Σημερα μου επανέφεραν τον λογαριασμό αλλα θα είμαστε σε αναμονή μέχρι να ολοκληρωθεί η ανάληψη.

The casino accepted my requests so the matter can be closed successfully

Το καζίνο έκανε δεκτά τα αιτήματα μου οπότε το θέμα μπορεί να κλείσει με επιτυχία

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kuriakosraf, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru