V.Vegas Casino - Igrački račun je zatvoren, a dobici zadržani.

Hello,

At the end of January, I opened my account with VulkanVegas and have been playing almost every day since then. Today, I received an email asking me to provide evidence that I was located in Germany on 21.02.2026. I informed them that I was in Dublin on that day and that I do not know why there appears to have been a login from Germany.

Shortly afterwards, they locked me out of my account and claimed that I violated their rules by using a VPN. As a result, they are effectively withholding my balance of almost €70,000.

This behaviour is extremely strange and unfair. I have been playing on this casino almost every day and have never knowingly used a VPN. Even if a VPN had somehow been activated unintentionally (which I do not recall happening), I did not gain any advantage from it. It makes no sense to confiscate my balance due to a potential technical issue that may have occurred on a single day out of more than 60 days of active play.

I also do not understand why VulkanVegas waited approximately 1.5 months to raise this issue. During that time, they allowed me to deposit well over €25,000 in total. Only after my balance increased to nearly €70,000 did they decide to close my account.

This situation is incredibly unfair, I believe I deserve the full payment of my winnings and I hope you can help me resolve it. I attachted the Screenshots of the communication with VulkanVegas compressed in a ZIP file.

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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.

• Could you please confirm the country of your residence? Which country is entered in your player's profile?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed the account verification?

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

Hello Tomas,

My country of residence is Ireland. I have entered all the correct information when creating my account, so Ireland is entered.

I played mostly slots, I love them and played a ton, at least 30 different ones if I had to guess.

No, I won the money using my real balance.

I have passed the verification a long time ago and have also successfully withdrawn in the past.

Best regards,

Matthias

Hello Vulkanvegas,

I have never seen any of the listed email addresses before. They are completely unrelated to me, and I have no connection to any of these accounts. I can guarantee you, that noone has used my devices, neither my laptop nor my phone. I also want to be clear that I haven’t done any kind of bonus abuse. I only have this one account, and my gameplay, including the winnings, was just normal play. Please investigate this further if you seriously believe these accounts are connected to me, because the truth is they absolutely are not.

Also, I’m very confused about the situation overall. First it was about potential VPN usage, and now it’s about multiple accounts using the same device. I’d appreciate it if you could explain what exactly the issue is.

Best regards,

Matthias

Hello Matthias01,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tomas,

I have an update from Vulkanvegas. They have now changed the allegations for the 3rd time. They are saying they closed my account permanently because I used the same bonus multiple times. Again, I do not know what they mean by that and do not understand what I did wrong. I used the deposit bonuses they gave me and do not understand how that justifies locking my account.

I am starting to get really scared that they will actually not pay me. At first I thought there might be a misunderstanding because of me perhabs accidentally using VPN that will be solved but now it just seems to me as if they are trying to find any excuse not to pay me my fair winnings... I have never experienced something like this I really hope you can help me... I attached screenshots of the conversation.

Dear Tomas,

I hope you are enjoying your vacation. I don’t want to overwhelm you with too much information, but over the past few days I’ve had several conversations with VulkanVegas live support. As a result, I now have a clearer understanding of what I am being accused of, and I would like to explain the situation from my perspective.

Accusation 1: Use of VPN

The initial reason given for closing my account, before I opened this complaint, was that I had used a VPN connection to Germany on 21.02.2026. Later, on 18.04.2026, live support told me that the account was closed due to VPN usage to Germany on 25–26.03.2026.

I want to be completely honest. I never intentionally used a VPN while playing, but I did have a VPN installed on my device. So I have to admit that it is possible that it was active at times without me being fully aware. I was physically in Dublin during both periods mentioned, so if the casino detected a connection from Germany, it is likely related to the VPN.

When I checked my VPN afterwards, it was connected to a server in Dublin, so it may have also been active locally at times without me noticing.

Accusation 2: Multiple accounts / bonus abuse

The casino claims that several email addresses are linked to my account and that these accounts were used to claim bonuses, which is why my account has been locked for bonus abuse.

I want to be absolutely clear: I have never seen any of these email addresses before in my life, and I only have this one account on VulkanVegas. It would make no sense for me to create multiple accounts, and I did not do that.

In fact, I received a very large number of bonus offers from VulkanVegas (basically as many as I want) and only used a small portion of them. There was no need for me to create additional accounts, and it is not the truth that these accounts are connected to me in any way.

Now VulkanVegas told me that they suspect the account matches were caused by VPN usage. Since I only have one account on VulkanVegas, I believe that to be the case, too. These accounts did not actually play from my device, but the VPN that was active at times may have made it look that way. So in the end, it seems like the whole problem comes from the mistake of VPN usage.

My defense

Now, I understand that VPN usage is against the terms of the casino, but at the time I did not know that. In my opinion, deleting my winnings because of that is still unfair for the following reasons:

1. I was never clearly informed anywhere that I am not allowed to use a VPN. Even the German (my native language) terms and conditions do not clearly mention that clause. Also, the first incident of apparent VPN usage was a long time ago. With a simple warning, I would have easily uninstalled my VPN and none of these problems would have occurred.
2. I did not gain any form of advantage from using a VPN. I had it installed to watch videos, completely unrelated to gambling. I never noticed any difference when the VPN was on or off. For me, all the gameplay and everything else was always the same. As I mentioned before, I played almost every day and never noticed anything unusual.

I simply believe it would be fair to give me a warning. You allowed me to deposit a significant amount of money into your casino, and what happened was a simple mistake of having a VPN app installed, which can happen to anyone and had no ill intent. I would be surprised if I am the first customer this has happened to, because it could happen to anyone who has a VPN installed that sometimes auto-connects. I risked my money to achieve those winnings, and I believe it is fair that I still receive my full payment. I was always a very active player on your site, and I would return to playing if you restore my account. My VPN has already been uninstalled.

I hope for your help, Tomas, and for VulkanVegas to reconsider this decision.

Best regards,

Matthias

Thanks to both parties for your replies.

Dear Casino representative,

Would you be able to share any evidence that led you to conclude the confiscation of the player's winnings is warranted?

Send this information to my email at tomas@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

The player will have to undertake a video verification.

Customer support will contact the player shortly.

Regards

Dear Tomas and Vulkanvegas,

I have already completed the verification and am now waiting for the response of Vulkanvegas.

Best regards

Matthias

My account has been unlocked😍 I have already requested a withdrawal and waiting for Vulkanvegas to process it.

Thanks to both parties for your cooperation.

Dear Matthias01,

Thank you very much for the update. Please let me know if your withdrawals keep getting processed.

Looking forward to your reply.

Dear Tomas,

no withdrawal has been processed yet.

Best regards

Matthias

Dear Matthias01,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawals are going through. Please keep me informed about any further developments.

Dear Matthias01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

2 withdrawals have been processed so far. Also I have lost some money playing, so 52 000€ are still awaiting.

Best regards

Matthias

Update: My withdrawal request from 3 weeks ago were just declined. I didn't receive a reason for that and I can not contact live support.

Dear Matthias01

According to our records, there are multiple requests that are being processed by the external PSP.

Some of the requests were cancelled by TTL, feel free to make new requests.

According to our records, you've already received around 39,250 EUR from the casino, so there is nothing to worry about.

Regards

Dear VVegas,

that's good to know. What does TTL mean?

I have received 10 000€ so far since the reopening, I hope the rest arrives soon then.

Best regards

Matthias

Dear Matthias01,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. You have the option to mark the complaint as resolved via the dedicated button.

Looking forward to hearing from you.

Dear Matthias01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

I have received 20 000€ now, 25 000€ are left on my account. That is because I unfortunately lost around 30 000€ gambling, which I know is my own fault. So you can change the disputed amount to 45 000€. I believe that the Casino is fair now and they will continue to process my payments. I have to wholeheartedly thank you for the help you provided, you seriously made all the difference here. I am very grateful for that.

Best regards

Matthias

Thanks for your update.

You have the option to mark the complaint as resolved yourself via the dedicated button found directly on the complaint page.

Alternatively, please let me know after the remaining funds are paid out and reach your bank account/wallet.

Looking forward to your reply.

Dear Tomas,

Since my last message I have not received another payment. I will mark the complaint as resolved as soon as that changes.

Best regards

Matthias

Thanks for your reply.

Dear casino representative,

Please let me know if there are any obstacles to processing the payouts and when the payouts are expected to reach the player's bank account/wallet.

Thanks in advance for your cooperation.

Hello Tomas,

According to our records, the player had less than 18k on their balance, received more rewards and winnings.

The remaining funds are scheduled to be paid as normal.

Regards

Thanks for the update.

Dear Matthias01,

We will keep this complaint open until you confirm your withdrawal has been successful. You have the option to mark the complaint as resolved via the dedicated button.

Hello Tomas,

unfortunately the Casino is not keeping up to their own withdrawal times. In their T&C they state that "a withdrawal amount from 5000 EUR to 29 999 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 working days from the date of the request, except for weekends and holidays." I have requested withdrawal of 15 000€ on June 11th and there are still 10 000€ missing. Today is the 14th working day since request.

Best regards

Matthias

Dear Matthias01,

Please let me know whether the remaining funds have been paid out.

Hello,

We'd like to confirm, the player does not have any active withdrawal requests.

Regards

Hello,

I'll explain what happened. After I wrote the comment 2 weeks ago about the withdrawals being delayed, the casino cancelled my withdrawals 'because of technical reasons'. After that I proceeded to play and unfortunately I lost my whole balance. I know it's my own fault and there is no one to blame for that other than myself.

After that I made some more deposits and played a bonus. I wagered 35 532.5€ / 39 497.5€ . But now they have restricted me from placing any further bets. I don't think that is fair to do after I completed almost the entire bonus, now I am doomed to lose all of it because I can not finish wagering... The bonus expires in 2 days...

Best regards

Matthias

Hello,

the bonus now expires in 17 hours and they still not allow me to place bets... I don't think this is fair at all.

Best regards

Matthias

Greetings,

The player must make a withdrawal request so that all the real money funds hit their bank account.

After that the account will be permanently blocked.

Regards

Hello,

I first should be able to finish my bonus wagering. If the casino decides to block me, they should make that before they offer me a bonus or after wagering was completed, not right before wagering was completed.

Best regards

Matthias

Dear Matthias01,

Bonus funds are promotional funds provided by the casino and remain subject to the applicable bonus terms and conditions.

As stated in our Terms and Conditions, wagers are deducted from the real-money balance first. Bonus funds are used only after the real-money balance has been fully depleted.

This is a standard and transparent rule. In this particular case, your bonus balance was not used or affected.

Kind regards

Dear Casino,

I placed real money bets in the amount of 35 532.5€ in order to wager my bonus. You took my chance to finish the wagering right before I was about to complete the wagering requirements. That is no fair practice.

Best regards

Matthias

Greetings,

We do not observe any active/pending withdrawal requests.

Regards

Thanks for your patience.

Dear Matthias01,

Kindly provide details on how much you deposited and how much you managed to withdraw since the beginning of the complaint. Thanks in advance for your reply.

Kindly explain whether any real money balance was removed; the removal of bonus money is not something we can fault the casino for.

Looking forward to your reply.

Dear Tomas,

I understand, there was no real money deducted. Since the beginning of the complaint I made about 4000€ in deposits and received 25 000€ withdrawals. I am very thankful for the moderation you have provided in this issue.

Thank you for that Tomas and also to VulkanVegas.

Best regards

Matthias

Greetings,

According to our records, the player received the remaining balance.

Kind regards

Dear Matthias01,

We're glad to hear that your issue has been resolved. We'll go ahead and adjust the disputed amount to the net amount of winnings 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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Tomas

Casino.Guru