The player from Germany experienced delays with his second deposit, which took a weekend to process, and received a substitute bonus instead of the expected bonus. Frustrated with the lack of compensation and the unsatisfactory game experience, the player felt scammed and demanded a fair resolution. The issue was rejected by the Complaints Team, who explained that deposit delays could occur due to various factors beyond the casino's control and that the bonus policies were determined by the casino. As the player's balance was lost during gameplay, further assistance could not be provided.
Club Vulkan Casino - Player is facing bonus issues and a delayed deposit.
Amount: €10
Club Vulkan Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Club Vulkan Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello dear team, this casino is really unbelievable. First, I had to sit and wait all weekend for my second deposit, which did arrive, to be processed. I was waiting for my bonus at the casino. Instead of the usual bonus I was supposed to receive, I got a substitute bonus, and believe it or not, it was completely useless. I spent the entire weekend when I could have been making money. They didn’t offer me any compensation for sitting and waiting all weekend, and then I got a game I didn’t want at all, which didn’t bring me anything. I call this a huge scam, and I’ve had enough. I will report you all on Google, file complaints one after another; I don’t care, or I'll blow everything up, I swear. I demand nothing more than a fair game with my free spins or my ten euros back. Thank you for listening and for your understanding.
Automatic translation:
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2 months ago
Dear Marcy.1,
Thank you very much for submitting this complaint. I'm truly sorry to hear about your frustrating experience. I understand how disappointing it must have been to wait so long for your deposit to be credited, especially when you were looking forward to enjoying your weekend.
There are a few reasons why delays in crediting deposits can occur, and these factors are often beyond the casino's control. For example:
- Payment processing times: Depending on the payment method you used, banks or third-party providers may take longer to process the transaction.
- Verification requirements: Sometimes, deposits are delayed if additional verification is needed to ensure the safety and security of your account.
- Technical issues: In rare cases, technical problems between the casino and payment provider can cause delays in reflecting deposits in a player's account.
While I understand how frustrating these delays can be, they are typically resolved as soon as possible, as happened in your case.
Regarding the bonus, it’s important to note that each casino has its own unique bonus policies. A bonus is essentially a gift, and the casino determines the type of bonus you qualify for, along with the applicable rules. If you are unhappy with the bonus offered, I recommend contacting the casino's support team before you start playing to request the bonus be canceled. However, if you play with the bonus and lose your entire balance during gameplay, there is nothing more we can do, as the casino will not refund the money once it has been used.
Could you please specify what the current balance in your casino account is?
Thank you in advance for your reply and understanding. I'm looking forward to hearing from you soon.
Best regards
Veronika
Casino Guru
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2 months ago
Translation
Okay, thank you very much for your help. I will not visit this casino again. For me it is knowingly fraud but good
Thank you for your efforts in this case and have a nice day
Automatic translation:
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2 months ago
Dear Marcy.1,
I completely understand your decision not to return to this casino. A positive user experience is vital, and it's important that you find a platform that meets your expectations, especially when it comes to timely processing of your deposits and satisfying bonuses. If you're interested in exploring new casinos, I invite you to check out our list of recommended casinos, which have been reviewed by our specialists and come with the highest safety ratings. You can find the list here.
Unfortunately, since your balance was lost during regular gameplay, we are unable to assist you further in this matter. I appreciate your understanding, and please know that if you encounter any issues in the future—whether at this casino or elsewhere—we're here to help.
Wishing you a much better gaming experience ahead.
Warm regards,
Veronika
Casino Guru
