Vulkan Vegas Casino - El retiro del jugador se retrasó debido a la verificación de la ubicación.

Hello everyone,

You require proof that I created my account while I was in Canada. However, I do not have such proof.

guten Tag zusammen,

sie erfordern von mir das ich einen Nachweis habe das ich mich in Kanada den Account erstellt habe. Aber habe dafür keinen Nachweis.

Dear zlyungreax,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you are experiencing. To better understand your situation and assist you effectively, could you please provide some additional information?

• Could you clarify the specific issue you are facing with the casino? Is it related to account verification, withdrawals, or something else?
• When did you create your account with the casino, and what documentation did you use at the time of registration?
• Are there any emails or communication from the casino requesting proof of account creation location? If so, could you forward these to petronela.k@casino.guru?

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, the account was opened on June 26, 2024. I have completed the KYC check and everything was accepted. Now, in order to withdraw money, I need proof that I was in Canada to register the account. But I don't have the proof.

Guten Tag, das Konto wurde am 26.06.2024 eröffnet. Die KYC Prüfung habe ich fertig wurde alles akzeptiert. Jetzt zum auszahlen brauche ich aber ein Nachweis das ich zur kontoregistrierung in Kanada war. Den Nachweis habe ich aber nicht.

They keep my account blocked if I don't have proof. Or they unblock my account but my money is gone.

Sie lasse mein Konto gesperrt wenn ich kein Nachweis habe. Oder sie entsperren mein Konto aber mein Geld ist weg.

Dear zlyungreax

According to T&Cs, the Site does not accept new players from Germany.

Thus, the casino is asking for confirmation, that you were in Canada while opening the account.

Regards

Hi zlyungreax,

I tried to register a new account with Vulkan Vegas Casino using a German VPN, and this is the notification that appeared:

• Could you please advise when you created your account and confirm that you were in Canada at that time?

If you do not have supporting evidence that you were outside the restricted geolocation when opening the account, it appears that you used a VPN to bypass the IP block, which is prohibited.

Looking forward to hearing from you.

Well, that could have been said during the verification process where I was repeatedly asked to provide documents. I have no proof and I didn't use a VPN either.

But if you then offer to free up my account (unblock it) but my credit is then gone, would that change anything?

Naja das hätte man sagen können bei der Verifizierung wo immer wieder Unterlagen von mir verlangt wurden. Ich habe kein Nachweis und habe aber auch kein VPN benutzt.

Aber mir dann anzubieten mein Konto wieder frei zu machen (entblocken) aber mein Guthaben ist dann weg würde alles an der Sache ändern?

But who thinks, oh I need proof that I'm not in Germany?

Aber wer denkt sich auch, oh ich brauche ein Nachweis das ich nicht in Deutschland bin?

Hello zlyungreax,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi zlyungreax,

Since the casino website is not accessible from Germany, accessing it presents a challenge. The only options are to use a VPN, which is not allowed, or to physically be outside of Germany and provide proof of your location. Given these restrictions, it is crucial that you cooperate with the necessary procedures to ensure compliance. This might involve traveling to a location where the casino website is accessible and providing the required evidence to verify your location. Without adhering to these guidelines, accessing the casino website legally from Germany remains problematic. Therefore, your cooperation is essential in resolving this matter.

Thank you for your understanding.

I'm not going anywhere where casinos are allowed. Screw it

Ich fahre jetzt nicht irgendwo hin wo das Casino erlaubt ist. Scheiß drauf

Hi zlyungreax,

Thank you for your patience as we reviewed your complaint.

The casino has requested proof that you created your casino account while traveling to Canada, as Germany is a restricted country for their services, and Canada is not. Without supporting evidence demonstrating that you were indeed in Canada at the time of account creation, we are unable to proceed with your complaint.

I regret to inform you that, due to the lack of necessary evidence, we must reject your complaint.

If you have any further questions or require assistance with other matters in the future, please do not hesitate to contact us.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru