Terms and Conditions

Who can play?

You must be over 18 or have reached the legal gambling age where you live, if that age is higher. You must also have the legal capacity to enter into an agreement with us.

You may play only if you live in a place where online gambling is allowed. Checking the law that applies to you is your responsibility. Residents of restricted countries cannot play at Vulkan Vegas.

You must not use a VPN, proxy or a similar tool to hide or change your real location. You play only for yourself as a private individual, not for another person or for a commercial purpose.

How does your account work?

You may register only one account. If we find multiple accounts connected to you, including accounts operated through another person, they can be closed immediately.

Enter accurate contact details and keep them current. Your registered e-mail address must remain valid, active and unique because we use it to identify you and communicate with you. If we cannot reach that address, we may suspend your account until you provide a working one.

Keep your password and registered e-mail account private. Tell Customer Service immediately if you think either has been compromised. We may suspend the account when we learn of such an incident. Until then, activity carried out through your account remains your responsibility.

Your account cannot be sold, bought, transferred, pledged or given to another person. Funds cannot be transferred between player accounts.

We may ask for identity and location documents at any time. These may include a government-issued photo ID, a selfie of you holding that document, and a recent bank statement or utility bill. We may restrict play, payments or withdrawals until your identity has been sufficiently verified.

What rules apply to deposits?

Use only a bank account, payment account or card registered in your own name. A deposit made in another currency is converted at the daily exchange rate, or at the prevailing rate of our bank or payment processor. The payment provider may also deduct a currency conversion fee.

In most cases, we absorb the transaction fee for a deposit. Your bank may still charge you. Card deposits are credited only after the card issuer provides approval and authorisation. If the issuer declines authorisation, the money will not be credited to your account.

Think of your player account as a gaming balance rather than a bank account. Funds held in it earn no interest and have no bank deposit protection.

Do not reverse a valid payment or make a charge-back. You must repay the reversed deposit and the costs we incur in collecting it. Winnings from bets made with charged-back funds will be forfeited. We may also charge an administration fee of 50 EUR or the equivalent for each charge-back, denial or reversal.

How can you withdraw?

The minimum withdrawal is 10 EUR or the equivalent for each transaction. This minimum does not apply when you close your account and withdraw the remaining balance.

There is no withdrawal fee when the deposited amount has been wagered at least once. If it has not, we may deduct 8%, with a minimum fee of 4 EUR or the equivalent.

A payout must normally return to the card, bank account or other payment method used for the deposit. We may allow another method at our discretion, but only after extra security checks.

Your monthly withdrawal limit is 10,000 EUR. If your balance is at least 10 times the total amount you have deposited, the monthly limit is 5,000 EUR or the equivalent.

Once verification has been completed successfully, our processing times depend on the amount requested:

• Up to 499 EUR or the equivalent is processed within 12 hours, but no later than 2 working days from the request.
• From 500 EUR to 4,999 EUR or the equivalent is processed within 48 hours, but no later than 5 working days from the request.
• From 5,000 EUR to 29,999 EUR or the equivalent is processed within 96 hours, but no later than 14 working days from the request.
• A request for 30,000 EUR or above, or the equivalent, is processed within 96 hours, but no later than 30 working days from the request.

These periods exclude weekends and public holidays. The time when the money reaches you depends on the payment method. A bank transfer can need up to 5 business days, and most banks and payment providers leave payments unprocessed on weekends and public holidays.

How do bonuses work?

Your account has separate real-money and bonus balances. Bets use the real-money balance first. Bonus money is used after the real-money balance reaches zero.

Bonuses and free spins must be wagered within 5 days unless the specific offer gives a different period. Any bonus or free spins not wagered in time are automatically void.

Only one bonus is allowed per player, IP address, device, family and residential address. The restriction also applies across shared networks and linked payment or contact details.

You may request your deposited amount before completing the wagering conditions. When you create that withdrawal, all bonuses and free spins granted to you will be forfeited.

Bonus abuse has hard consequences. If we reasonably suspect abuse, the bonus and winnings may be forfeited, your real-money balance may be void, access may be blocked, and your account may be closed immediately. Deliberately postponing game rounds, bonus games or free spins while using bonus money leads to cancelled winnings and confiscated balance.

What happens after an error or malfunction?

Bets affected by a system or process error or malfunction are void. Tell us as soon as you notice an account, payment or game error. We may void the affected games or bets and take other action needed to correct the error.

Money credited to your account by mistake remains ours. We will notify you and take it back. We may also recover an overpayment, correct your balance, and cancel, reduce or remove pending plays connected with the error.

How do you make a complaint?

Start with Customer Service and use your registered e-mail address. Give us the information needed to understand the issue.

If Customer Service cannot agree a solution with you, the dispute is escalated to our management. A dispute about a wager must be submitted within 3 days of the date that wager was decided. Claims made after that period will not be honoured.

Who is your contract with?

Your contract is with Syncora SRL, registered in Costa Rica under registration number 3-102-928400 and licensed in the State of Anjouan.

We may change these terms. Changes take effect when they are published. If you continue to use Vulkan Vegas after publication, you accept the revised terms. Bets that were not settled before a change took effect remain subject to the earlier terms.