The player from Germany reported that after she switched her stake from €1 to €0.90, €450 suddenly disappeared from her account, with the casino claiming she had placed a €450 bet. She stated that the maximum bet allowed for free spins at €0.90 should have been €90 and had screenshots to support her claim. The casino investigated the issue and found no errors, attributing the deduction to the coin value setting. The player requested her account to be blocked and her personal data deleted due to dissatisfaction and stress. The account was subsequently blocked, and the complaint was closed as the player chose not to pursue further investigation.
V.Vegas Casino - Player reports missing funds after stake change.
Closed
Our verdict
Other
Amount: €450
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
3 months ago
Translation
I had over €600 and then switched from a €1 stake to €0.90. Upon switching, €450 suddenly disappeared! I was told I had placed a €450 bet! The maximum bet at €0.90 is €90 for free spins! I have screenshots showing that this exact game is swallowing up money when switching stakes.
Automatic translation:
Public
Public
3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 months ago
Dear Hewin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino.
To better understand your situation and assist you effectively, could you please provide us with some additional information?
- What game were you playing when the money disappeared?
- Do you have specific screenshots or proof of the transactions related to this incident?
- Can you provide the date and time when the issue occurred?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
Sensitive attachment
Sensitive attachment
3 months ago
TranslationThe process was described to the employee several times in the chat; I also have screenshots of it!
I had over €600 in my balance, then switched my bet in the game Book of Tut Respin from €1 to €0.90 and bought €90 worth of free spins, and then I saw that I was €450 short! That's what it says in my history! I can't possibly place a €450 bet with €0.90!!!!
I immediately contacted the staff, unfortunately without success!
Out of sheer frustration, I kept playing! When I switched back to Book of Tut Respin with a balance of €70, I suddenly only had a €14 balance left (see screenshot)! The entire incident was described and recorded in several chats! I received no help; instead, I was treated as if I had lost track of things! 😞 I know that every spin is traceable, so please investigate the game Book of Tut Respin.
Automatic translation:
Public
Public
3 months ago
Dear Hewin
Thank you for the complaint.
We've requested PragmaticPlay a game round check.
We will revert shortly after receiving their response.
Regards
Public
Public
3 months ago
TranslationI would be pleased to receive a positive response soon.
Automatic translation:
Public
Public
3 months ago
Greetings, the round has been checked, no errors observed, please kindl yrefer to the screenshots below:
Hope this helps.
Kind regards
Public
Public
3 months ago
TranslationNo, unfortunately that doesn't help, the free spins were fine too!
Let me explain it again!
On my last spin with a €1 stake, I had a balance of over €600! I then switched to a €0.90 stake and immediately bought €90 worth of free spins, but instead of €90, €450 was deducted (see game history). Please explain to me how a €0.90 stake can result in a €450 bet? €360 is missing! I would like this money back, as it was deducted unlawfully! If this is not possible, I insist that my profile be immediately blocked so that I never, ever again consider playing for even a single euro!
Regards
Automatic translation:
Public
Public
3 months ago
TranslationEven your screenshots clearly show that €450 was deducted for the free spins, and the winnings indicate that the stake was 90 cents! That's quite obvious.
Automatic translation:
Public
Public
3 months ago
Dear Hewin
Sorry, you sound quite proffessional, much more proffessional than PragmaticPlay themselves and managers of the casino.
Would you be so kind to explain "That's quite obvious." in a bit more details?
That would really help during the further investigation. Hence the data log from casino back-office, provider's server clearly indicate exactly what is hown on the screens above.
Kind regards
Public
Public
3 months ago
TranslationThe screenshots show a bet of €450 (meaning free spins worth €450) at the top. However, with a stake of €0.90, the free spins bet is not €450, but €90! €450 was incorrectly deducted from my balance! If you then look at the individual winnings in the screenshots (on the far right), it's clear that the bet was placed with a €0.90 stake!
To place a bet of 450 euros, I would have had to play with a stake of 4.50 euros, and you can see from the individual winnings that this was not the case.
Automatic translation:
Public
Public
3 months ago
TranslationSince, in your opinion, the matter is apparently settled and you refuse to understand the arguments I have presented, I demand that my account at Vulkan Vegas be immediately deleted/blocked and all my personal data be erased!
Automatic translation:
Public
Public
3 months ago
TranslationTo make it absolutely clear!
Balance 4.70 when I switch to Book of Tut. Balance 94 cents!
As soon as I switch to this game, it eats up my credits without a single spin being made! I can't make it any clearer than that!
Automatic translation:
Public
Public
3 months ago
Dear Hewin
What is the coin value set? Is this 0.01eur or 0.05eur?
Please kindly check
Cause if you have the coin value set to 0.05eur (and you do, we are 100% sure) this explains the initial case and the above mentioned case.
Regards
Public
Public
3 months ago
TranslationI have no idea what was set when and where!
Please simply delete my profile and personal data!
Thanks
Automatic translation:
Public
Public
3 months ago
Dear Hewin
Hope, we were able to answer and explain your initial request.
The account was blocked along with quite a significant bonus.
Kind regards
Public
Public
3 months ago
Dear Hewin and Vulkan Vegas Casino
Thank you both for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Public
Public
3 months ago
Hello Hewin,
My name is Michal, and I’ve taken over your complaint. I’ve reviewed your case and am ready to continue communicating with the casino team to help clarify the situation and explore what can be done.
From your latest message, it seems you might be feeling uncertain about continuing with the case. I completely understand that these processes can sometimes feel time-consuming or frustrating. Could you please let me know whether you’d like me to keep investigating this further, or if you feel it may not be worth additional time and effort?
I’m here to support you either way and will follow your preference.
Public
Public
3 months ago
TranslationThis whole thing is too nerve-wracking for me; I had my account blocked and hope that my personal data has also been deleted.
Automatic translation:
Public
Public
3 months ago
Dear Hewin,
I understand your feelings. I would greatly appreciate your confirmation regarding whether you’d like me to keep investigating this further or if you would prefer to discontinue it.
I'm looking forward to your clear answer.
Public
Public
3 months ago
TranslationYou can adjust that, it was the best therapy for me to never play again
Automatic translation:
Public
Public
3 months ago
Dear Hewin,
While even your second response has not provided a clear answer, as I have kindly requested, it seems evident that you no longer wish to continue with this case, as you would have clearly expressed otherwise.
While we are sorry that we could not offer more assistance in this particular case, we fully respect your decision.
Please remember that you are welcome to reach out to us in the future if you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else. Our team is ready to assist.
If you feel you need our support, we will be here to help.
Best regards,
Michal
Casino Guru
