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

Hello, I have the following problem. My account was blocked for using a Romanian VPN. The thing is I've never done anything with a VPN in my entire life because I don't even know how it works. I've only played on my cell phone so far, except for a very short time on a friend's laptop. The only explanation I have is that my friend had a Romanian VPN on his laptop at the time. The thing is, if that's the case, I unfortunately had no idea, I also really only played I think 2 rounds of blackjack on this account and got absolutely no advantage from it. I also guarantee that in the future I will only play on my own devices, which of course always have Germany as the VPN.

I wrote the same thing to VulkanVegas support, but I'm still waiting for an answer.

I hope you can work to get my account unblocked as I'm starting to have a really bad stomach about it.

Thank you in advance.

LG Matthew

Hallo, bei mir gibt es folgendes Problem. Mein Account wurde aufgrund der Benutzung von einer rumänischen VPN gesperrt. Die Sache ist die ich habe in meinem ganzen Leben noch nie etwas mit VPN gemacht , weil ich auch gar nicht weiß wie das funktioniert. Ich habe ausschließlich nur an meinem Handy bisher gespielt bis auf einmal ganz kurz an dem Laptop eines Freundes. Die einzige Erklärung die ich habe ist das mein Freund bei seinem Laptop eine rumänische VPN zu diesem Zeitpunkt hatte. Die Sache ist die, dass wenn dies der Fall ist, ich leider keine Ahnung davon hatte, ich außerdem wirklich nur ich glaube 2 Runden Blackjack auf diesem Account gespielt habe und mir dadurch absolut keinen Vorteil verschaffen habe. Ich garantiere außerdem, dass ich in Zukunft nur noch an meinen eigenen Geräten spielen werde, die natürlich immer als VPN Deutschland haben.

Das habe ich genauso dem Support von VulkanVegas geschrieben, warte allerdings immer noch auf eine Antwort.

Ich hoffe, dass Sie sich dafür einsetzen können, dass mein Account entsperrt wird, weil ich schon langsam deswegen wirklich Bauchschmerzen habe.

Dankeschön schon mal.

LG Matthias

Dear matthiasO,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you played only one session on your friend's laptop? Does your friend have an account in this casino too? Was you 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 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 

Hello Petronela,

Thank you for your quick response.

Regarding your questions: I really only played one session on my friend's device.

This friend doesn't have an account at this casino because I wanted to give him an overview of the casino especially in this one session where I logged in on his laptop because I have to say that I like the casino a lot and I do can recommend it.

All I can say about the verification is that I submitted all the documents, but I don't think they were fully verified yet, because unfortunately my account was already blocked a week after I started playing.

I hope this helps you.

LG Matthew

Hallo Petronela,

Danke für Ihre schnelle Antwort.

Zu Ihren Fragen: Ich habe wirklich nur eine Sitzung auf dem Gerät meines Freundes gespielt.

Dieser Freund hat kein Konto auf diesem Casino, ich wollte ihm nämlich vor allem in dieser einen Sitzung, in der ich mich auf seinem Laptop eingeloggt habe einen Überblick über das Casino geben, weil ich sagen muss, dass mir das Casino sehr gut gefällt und ich es weiterempfehlen kann.

Zu der Verifizierung kann ich nur sagen, dass ich alle Dokumente eingereicht habe, aber sie glaube ich noch nicht fertig überprüft waren, da mein Account eine Woche nachdem ich angefangen habe zu spielen leider schon gesperrt wurde.

Ich hoffe das hilft Ihnen weiter.

LG Matthias

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

Hello matthiasO,

I am sorry to hear about your 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? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello matthiasO

Your account was unblocked, please be more attentive with the VPN in future.

Regards

Thank you very much, I'll really be more careful in the future.

Thanks also to the CasinoGuru team for the help.

Danke vielmals, ich passe wirklich in Zukunft besser auf.

Danke auch an das CasinoGuru Team für die Hilfe.

Dear matthiasO,

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.

I also want to thank Vulkan Vegas Casino for its prompt action.

Best regards,

Tomas