Vulkan Vegas Casino - La cuenta del jugador ha sido cerrada sin previo aviso.

Hello everyone,

You blocked access to my account on the grounds that I have no proof that I played from Austria. I played partly in Austria and partly in Germany and of course I have no proof of either. Why should I have any? I was not informed beforehand that I had to collect proof of my whereabouts. After I told you that such evidence does not exist, you say the only option is to delete all my funds so that I can use the account and deposit again. This is unacceptable and in my opinion an attempt at fraud. Not only is it not to be expected that such evidence will be collected, it is even unlikely that it will be in Austria.

Hallo zusammen,

Sie haben den Zugang zu meinem Account gesperrt mit der Begründung, dass ich keinen Beweis dafür habe, dass ich von Österreich aus gespielt habe. Ich habe teilweise in Österreich, teilweise in Deutschland gespielt und habe für beides selbstverständlich keine Beweise. Warum sollte ich die auch haben? Mir wurde zuvor nicht mitgeteilt, dass ich Beweise von meinen Aufenthaltsorten sammeln muss. Nachdem ich Ihnen mitgeteilt habe, dass solche Beweise nicht existieren, sagen Sie, die einzige Möglichkeit sei, mein gesamtes Guthaben zu löschen, damit ich den Account wieder benutzen und einzahlen kann. Das ist inakzeptabel und meiner Meinung nach ein Betrugsversuch. Es ist nicht nur nicht zu erwarten, solche Beweise zu sammeln, es ist in Österreich sogar unwahrscheinlich, solche zu besitzen.

Dear Themaninblack,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with accessing your account.

To better understand your situation and assist you more effectively, could you please provide the following details:

• When did you last access your account from Austria and Germany?
• Did you receive any specific communication from the casino regarding restricted countries before this issue arose?
• Were you using any VPN or other location-altering tools while accessing your account?
• Have you already contacted the casino’s support team about this matter? If so, please share any relevant communication.

Regarding the request for proof of your location, it’s important because online casinos need to comply with legal regulations about where their services are accessed from. If an account is accessed from a restricted country and then from an allowed one, the casino may become suspicious to ensure fair play and prevent fraudulent activity.

If you have any emails or messages related to this issue, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

1. It has been over a week since I was in Austria, since then I have always registered from Germany.

2. No, I didn't. Of course, I also specified 'Germany' as my country of residence when opening the account.

3. I can't rule out that VPN was activated at some point, but I don't think so. I was actually in Austria and Germany.

4. Yes, I am attaching screenshots.

Best regards,

Karim

Hallo Petronela,

1. Das ich in Österreich war ist über eine Woche her, seitdem habe ich mich immer von Deutschland angemeldet.

2. Nein habe ich nicht. Ich habe selbstverständlich auch 'Deutschland' als mein Wohnsitzland angegeben bei Eröffnung des Accounts.

3. Ich kann es nicht ausschließen, dass VPN mal aktiviert war, glaube aber nicht. Ich war wirklich in Österreich und Deutschland.

4. Ja, ich hänge Screenshots bei.

Beste Grüße,

Karim

Greetings

The player may continue using the services.

Regards

Dear Themaninblack,

Thank you for your response and the provided screenshots.

We appreciate Vulkan Vegas Casino's reconsideration and are glad to see that they have allowed you to continue using their services.

• Could you please confirm if the issue has been resolved to your satisfaction?

If there is anything else I can assist you with, feel free to let me know.

Dear Petronela,

Yes, the problem has been resolved and my payout has already been made. Thank you!

Best regards,

Karim

Liebe Petronela,

Ja das Problem wurde behoben und meine Auszahlung auch schon bezahlt. Dankeschön!

Beste Grüße,

Karim

Dear Themaninblack,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru