Let me clear you better on this matter, I am not on any side, I am neutral. All I know is that justice is not served with the way some people are taking it here. This is a peripheral media trial, it doesn't hold any water, yet, I like to only take a side when either of them could prove it without any reasonable doubt. None has done that, they are just saying. So, I remain neutral.
The support can provide
some details showing why an account was flagged. Obviously they can't share everything in public but if the accuser is not satisfied or claims to be so innocent, they can use a third party mediator like askgamblers and I have seen issues get resolved.
Besides, VPN is not illegal in casinos, though, it is good to avoid it to avoid issues (that's if you know). You will contact many of them (casinos), and they will say they allow it.
Well, for Shuffle.com, it is illegal. If in any doubt. Just check their ToS. If indeed that person was innocent and just used only a VPN, then you can be sure his account got flagged because a similar IP address was used to create several other accounts to abuse the service. Casino abusers do this all the time, especially for bonus.
Also, KYC verification becomes hard. The IP address logs show that he is from one country, but the KYC documents show that he is from somewhere else.
What if the guy never knew but used it? Don't you think he could be ignorant?
Ignorant!
I believe he was even ignorant to have stated it on that thread, and if it breaches their terms and conditions which I didn't read, then he is guilty. Nevertheless, cases are treated separately by a fair institution in case of ignorance. Many had used a VPN that breached Ts&Cs and was still fully settled when they traced that the gaming activities were entirely different. So, VPN usage is not the "right" to confiscate your money by any fair establishment, they will investigate further. Regardless, never did I read it was even because of VPN over there, but because of many accounts that acted alike.
If one can not even read the terms and conditions of a service, they are going to place their money in, then what is their purpose?
VPN usage is prohibited, but then you go ahead and use it. When the system flags your account, you still blame the casino?
Let's not just look at it only from the "victim's" side. Casinos also have a name to protect. I know there are legitimate concerns, but some of these accusations are also false and are targeted to blackmail the service. If sure someone is clean and innocent, they can get help from an independent arbitrator.