Nalog igrača je blokiran zbog korišćenja VPN-a. Žalba je rešena pošto je račun igrača ponovo otvoren.
Zdravo, naišao sam na sledeći problem sa ovim kazinom.
Napravio sam nalog, ali nisam mogao da izvršim depozit koristeći bilo koji od dostupnih načina plaćanja. Kontaktirao sam njihovu podršku uživo, ali nažalost, nisu bili od velike pomoći u tom pogledu i moj problem nije rešen. Zato sam ih zamolio da zatvore moj nalog. Nisu bili voljni da to urade, ali nisam video nikakvu svrhu da imam račun na koji ne bih mogao ni da uplatim. Na kraju su moj nalog blokirali na moj lični zahtev. Želim da istaknem činjenicu da nisam napravio nikakav depozit, zatražio bonus, stavio bilo kakvu opkladu, niti osvojio bilo šta koristeći ovaj nalog. Nije bilo nikakve aktivnosti.
Kasnije sam odlučio da pokušam ponovo i napravio novi nalog koristeći drugu adresu e-pošte. Konačno sam uspeo da uplatim i nastavio da koristim ovaj račun. U nekom trenutku sam osvojio 975 evra i zatražio povlačenje, nakon čega je usledila standardna procedura verifikacije. Uploadovao sam svoje dokumente, ali nakon toga sam dobio e-poštu u kojoj je pisalo da mi je nalog blokiran i da tražim dokument koji potvrđuje da sam bio u Finskoj dok sam igrao na njihovom sajtu. Bio sam u najmanju ruku iznenađen i rekao da sam sve vreme bio u Irskoj. Njihov odgovor implicirao je da koristim VPN. To me je još više iznenadilo jer nemam pojma kako to funkcioniše i kako da ga koristim. Jedino moguće objašnjenje koje ovde mogu dati je da su moja deca koristila moj laptop, pa su možda koristila VPN za Netflik ili kupovinu, a zatim zaboravila da ga isključe. Čak i da je to slučaj, ja toga uopšte nisam bio svestan i nikada mi nije bila namera da zamaskiram svoj IP ili lokaciju.
Pošto sam to objasnio podršci kazina, rekao sam im da ću biti izuzetno oprezan sa VPN-om u budućnosti. Ali sada kažu da su spremni da otključaju moj nalog pod uslovom da moj saldo bude poništen. Smatram da je krajnje nepravedno, poštovao sam njihova pravila koliko sam mogao i bio potpuno iskren u svojim postupcima, koje je odobravala njihova podrška uživo. Nisam namerno prekršio nijedan od njihovih uslova i mislim da bi moj nalog trebalo da bude otključan bez poništenja mog stanja. Molimo vas da razmotrite ovo pitanje, hvala.
Hello, I have encountered the following issue with this casino.
I created an account but wasn't able to make a deposit using any of the payment methods they had available. I contacted their live support, but unfortunately, they were not very helpful in this regard, and my issue wasn't resolved. So I asked them to close my account. They were quite reluctant to do that, but I saw no point in having an account I couldn't even deposit on. Eventually, my account was blocked by them at my own request. I want to emphasise the fact that I didn't make any deposit, claim any bonus, place any bet, or won anything using this account. There was no activity whatsoever.
Later, I decided to try again and created a new account using a different email. I finally managed to deposit and continued using this account. I won €975 at some point and requested a withdrawal, which was followed by a standard verification procedure. I uploaded my documents, but after that, I received an email saying that my account was blocked and requesting a document to confirm that I was in Finland while playing on their site. I was surprised to say the least and said that I was in Ireland the whole time. Their response implied that I was using a VPN. That surprised me even more because I have no idea how it works and how to use it. The only possible explanation I can give here is that my children were using my laptop, so they may have been using VPN for Netflix or shopping and then forgot to turn it off. Even if that's the case, I wasn't aware of that at all, and it was never my intention to mask my IP or location.
Having explained that to the casino support, I told them I would be extremely careful with VPN in the future. But now they're saying that they're ready to unlock my account upon the condition that my balance will be voided. I find it extremely unfair, I complied with their rules to the best of my ability and was completely honest about my actions, which were approved by their live support. I didn't breach any of their terms on purpose, and I think my account should be unlocked without the voiding of my balance. Please look into this issue, thank you.
Zdravo jerem.hanlon,
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Vulkan Vegas kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete od kada je vaš nalog u potpunosti verifikovan? Od kada je vaš drugi nalog registrovan? Da li ste ikada igrali u kazinu dok je VPN bio uključen? Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello jerem.hanlon,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Since when is your second account registered? Did you ever play in the casino while the VPN was on? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Zdravo, hvala vam na brzom odgovoru.
Nisam siguran da je moj nalog u potpunosti verifikovan, predao sam sve potrebne dokumente 6. marta mislim i obavestio kazino putem onlajn ćaskanja prema njihovim uputstvima, ali nikada nisam dobio nikakvu potvrdu.
Moj drugi nalog je napravljen 22.02.2023.
Što se tiče VPN-a, nikada ga nisam namerno koristio dok sam igrao u kazinu. Kao što sam već pomenuo, moja deca su možda zaboravila da ga isključe nakon korišćenja mog laptopa, a ja to, nažalost, nisam primetio jer nemam pojma kako funkcioniše. Ali to ne znam sigurno, a kazino nije pružio nikakav dokaz da se VPN zapravo koristi.
Poslednji put kada sam razgovarao sa njima bilo je pre oko 4 dana, rekli su mi da će pristati da otključaju moj nalog pod uslovom da moj balans bude poništen. Rekao sam im da ne želim to da prihvatim i odlučio da uložim ovu žalbu.
Hello, thank you for your quick response.
I'm not sure my account has been fully verified, I submitted all required documents on 6th March I think and informed the casino via online chat as per their instructions, but I never received any confirmation.
My second account was created on 22/02/2023.
With regard to VPN, I never used it while playing in the casino on purpose. As I've already mentioned, my children may have forgotten to turn it off after using my laptop, and, unfortunately, I didn't notice it as I have no idea how it works. But I don't know that for sure, and the casino didn't provide any evidence that VPN was in fact being used.
The last time I spoke to them was around 4 days ago, they told me they would agree to unlock my account on condition that my balance was voided. I told them I wasn't willing to accept that and decided to submit this complaint.
Zdravo jerem.hanlon
Nalog je blokiran zbog sumnje na korišćenje VPN-a. Od vas je zatraženo da dostavite dokaze o igri iz Finske.
Radujemo se što ću ih dobiti, a nalog će biti odmah otključan.
Pozdravi
Hello jerem.hanlon
The account is blocked due to a suspicion of VPN usage. You were requested to provide proofs of gameplay from Finland.
Looking forward to getting them, and the account will be unlocked immediately.
Regards
Zdravo, ne mogu da dam ovaj dokument jer nisam bio u Finskoj ni u jednom trenutku, kao što sam pomenuo više puta. Što se tiče upotrebe VPN-a, već sam naveo moguće razloge za to. Zamolio bih kazino da ponovo pročita moje objašnjenje, sve sam detaljno objasnio. Jedino moguće objašnjenje koje ovde mogu dati je da su moja deca koristila moj laptop, pa su možda koristila VPN za Netflik ili kupovinu, a zatim zaboravila da ga isključe. Čak i da je to slučaj, ja toga uopšte nisam bio svestan i nikada mi nije bila namera da zamaskiram svoj IP ili lokaciju. Sećam se da je postojao problem kada sam se posle toga prijavio, igre koje sam želeo da igram nisu bile dostupne, pa sam se odjavio, ponovo pokrenuo laptop i onda se vratio u normalu. Sada kada sam se setio ovoga, mislim da je to prouzrokovao VPN, ali tada nisam imao pojma da to ima neke veze sa tim. A ako jeste, ta sednica je bila vrlo kratka, najviše nekoliko minuta.
Hello, I can't provide this document because I wasn't in Finland at any point, as I've mentioned multiple times. As for the VPN usage, I've already provided possible reasons for that. I would kindly ask the casino to read my explanation again, I've explained everything in detail. The only possible explanation I can give here is that my children were using my laptop, so they may have been using VPN for Netflix or shopping and then forgot to turn it off. Even if that's the case, I wasn't aware of that at all, and it was never my intention to mask my IP or location. I remember there was an issue when I logged in after that, the games I wanted to play were not available, so I logged out, restarted my laptop, and then it went back to normal. Now that I remembered this, I think it was caused by the VPN, but I had no idea it had something to do with it back then. And if it was, that session was very brief, a few minutes at most.
Dragi Vulkan Vegas kazino,
Možete li molim vas da nam kažete koliko je puta jerem.hanlon igrao iz Finske i da li je dobio bilo kakvu prednost zbog korišćenja VPN-a tokom igranja igre?
Dear Vulkan Vegas Casino,
Can you please advise how many times did jerem.hanlon play from Finland and if he did get any advantage for using VPN during his game play?
Zdravo svima,
Proverili smo nalog, igrač je pristupio nalogu 3 puta iz Helsinkija, uplatio depozit i igrao. Iskreno, ne razumemo zašto je igrač promenio IP. U svakom slučaju, igrač sada može da nastavi da koristi našu uslugu.
Pozdravi
Hello all,
We've checked the account, the player accessed the account 3 times from Helsinki, made a deposit and had a gameplay. Frankly, we do not understand why the player changed the IP. Anyhow, the player may now continue the usage of our service.
Regards
Zdravo,
Cenim što ste deblokirali moj nalog, međutim, želim da pojasnim da nije bilo igre „iz Helsinkija", niti sam pristupio nalogu 3 puta sa pogrešnim IP-om. Desilo se samo jednom i to za vrlo kratko vreme. Mislim da ako pogledate istoriju igara, moći ćete da vidite da su sve moje opklade napravljene iz Irske. Bila je to nesrećna greška i svakako ću se postarati da se to više nikada ne ponovi. Hvala vam na pažnji.
Hello,
I appreciate you unblocking my account, however, I do want to clarify that there was no gameplay "from Helsinki", nor did I access the account 3 times with the wrong IP. It happened only once and for a very short period of time. I think if you check the gaming history, you will be able to see that all of my bets were made from Ireland. It was an unfortunate mistake and I will definitely make sure it never happens again. Thank you for your consideration.
Hvala vam ejrem.hanlon što ste nas obavestili da je problem rešen. Ne ustručavajte se da nas kontaktirate ako ponovo naiđete na bilo kakvu drugu nevolju u budućnosti, rado ćemo pokušati da vam pomognemo.
Pozdravi,
Nick
Thank you ejrem.hanlon for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.
Regards,
Nick
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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