The player from Austria requests a refund of her €570 deposit due to ongoing technical issues with the casino's website, including game freezing and being logged out. She reports that these problems prevent her from playing properly and demands her money back, supported by recorded evidence of the malfunctions.
V.Vegas Casino - Player seeks refund due to technical issues.
Opened
Current status
Waiting for Casino Guru to reply
5d 20h 36m 24s
V.Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello,
I request the repayment of my deposit of €570 from April 17, 2026.
The games either have rigged settings or the casino is experiencing technical problems. I deposited €570, and in every single game, the slots freeze and slow down. I recorded the 50 minutes in which I lost my money with a screen recorder. When you exit a game, you're either completely kicked out of the casino and redirected back to the Google homepage, or you're taken to the point where you were last when you made your deposit. When you try to return to the games, it says there's a technical error and you should contact support. The same thing happened to me the last time I played. I deposited €380, and I was constantly being kicked out of the casino, and when I tried to return to the games, it said I wasn't logged in. I reported this on your website and on Trustpilot and posted a video of these issues on YouTube. Now the text has suddenly changed. Instead of "You are not logged in," it says "A technical error has occurred." This has nothing to do with gambling if you're constantly being completely kicked out of the casino and receiving this message. I've played in many casinos, but I've never experienced anything like this. With €570, not a single win, and only games that are slow and don't run properly. Since the casino claims to have no rigged games, it can only be a technical defect. For this reason, I demand the €570 I deposited today back from Vulkan Vegas.
I'd be happy to provide the video I made today.
Automatic translation:
Public
Public
3 weeks 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 weeks ago
Dear Laracroft00087,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.
Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.
To better understand the situation and assist you further, could you please answer the following questions?
- Do I understand correctly that this issue occurred only once and with specific slot games?
- Do you have any video recordings or screenshots of the incident?
- Have these particular bets and results appeared in your game history?
Thank you very much in advance for your reply.
Best regards,
Petra
Public
Public
3 weeks ago
TranslationHello,
Unfortunately, the video is too large to send. I've uploaded it to YouTube. Here's the link.
I played at Winz.io first that day, and everything worked perfectly. Even though the games didn't pay out, the slots ran without any issues. At Vulkan Vegas, the reels behave very strangely. It constantly seems like there's no signal. The message about technical problems only appears with Pragmatic Play games.
Losing money is fine, you can't always win, but when you can't even have a normal gaming experience with €570 because the games are so extremely laggy and slow, that's unacceptable to me. I attached a screenshot of the text that's frequently displayed in the games when I submitted my complaint. If you exit the game, you're completely kicked out of the casino.
The problem occurred once before, two weeks ago, but last weekend was extreme.
My deployments are displayed in the history.
I hope the link to the YouTube video works. The video is quite long, though. If you'd like, I can send you the timestamps where the problem is visible so you don't have to watch the whole video. Although it would be good to have them, because you can clearly see how each game behaves strangely.
https://youtu.be/RRdskBcBmAQ?is=E7i-BfUMN79sCwPY
Automatic translation:
Public
Public
3 weeks ago
Translation
This error message kept appearing last week.
After my review on Trustpilot and your site, the casino suddenly changed the text.
Automatic translation:
Public
Public
3 weeks ago
Dear Laracroft00087
Thank you for the video above, any specific time stamps, so that we could investigate?
Regards
Public
Public
3 weeks ago
TranslationHello,
First, there are error messages, and then there's the problem that I can't get back to the casino's homepage when I exit a game. Either I'm completely kicked out of the casino and redirected to Google, or I get to a page saying my deposit was successful.
It's not just about the error message. Anyone who plays a lot at online casinos knows that the games should run smoothly. In this case, that wasn't the case. I don't know exactly how to explain it, but the slots don't descend smoothly; it's as if they slow down in the last few millimeters. This is extremely frustrating and completely ruins the enjoyment of the game.
Here are the timestamps. I don't know if I have them all, but it's more than enough.
07:12 - Error message
10:05 - Expulsion
15:16 - Error message
30:53 - Error message
32:56 - Expulsion
40:09 - Error message
41:53 - Expulsion
00:44 - Error message
45:20 - Expulsion
46:36 - Error message
47:36 - Expulsion
52:37 - Error message
55:11 - Error message
57:01 - Expulsion
58:47 - Error message
Regards
Automatic translation:
Public
Public
2 weeks ago
Thank you both for replies,
- Did you encounter similar issues with the games in any previous sessions, or is this a new occurrence?
- Could you provide me with your game and betting history?
- Have you reached out to the casino's support team regarding these technical issues? If so, what was their response?
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
Public
Public
2 weeks ago
TranslationHello Petra,
I replied to you by email.
Regards
Automatic translation:
Public
Public
1 week ago
Dear Laracroft00087
Thank you 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 Samuel (samuel.s@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
1 week ago
Dear Laracroft00087,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Vulkan Vegas Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Vulkan Vegas Casino,
Please provide detailed information regarding the player’s issue. In particular, we would like clarification on how the reported technical error was investigated, what conclusions were reached, and how this relates to the player’s request for a refund.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
Public
Public
1 week ago
Dear Petra, Samuel
The ticket was escalated to our technical department, and a full investigation has been completed.
First and foremost, we would like to confirm that despite the reported interruptions, all winnings were correctly credited. The results are final and fully valid.
Our technical team has reviewed the player logs and identified a potential network-related issue, which has now been addressed. They have also asked to be informed immediately should any similar cases arise in the future.
Kind regards
Public
Public
1 week ago
TranslationHello,
I disagree with Vulkan Vegas's response.
It can't be a network problem. I reported the error to the casino via email at the beginning of April. Petra has a copy of that email. I deposited €950 then and only had problems with the games.
I never received a reply to this email from the casino.
Potential winnings were credited!!! Winnings were not possible on April 17th. Was the entire video I posted watched? This was not a fair gaming session.
I played again on Saturday and recorded the last few minutes. I kept getting the same message with the Pragmatic Play games: "You are not logged in." Video link attached. This time, out of curiosity, I turned off my Wi-Fi and played using my mobile data. It made no difference!
Since there is clearly a major flaw in the system and, in my opinion, the games were not fair, I demand a refund of the amount deposited on that day. As a player, I don't see why I should have to endure an extremely unsatisfactory gaming experience at my own expense simply because the casino discovered a network error.
Regards
Martina
Edited
Automatic translation:
Public
Public
1 week ago
Dear Martina
All games on the platform support a full state recovery mechanism. This means that regardless of where an interruption occurs (e.g., network timeout, client disconnect, or session drop), the game round is preserved and handled deterministically.
From a technical perspective, each round is governed by a transactional game cycle with server-side state persistence. The game state is continuously synchronized with the backend and stored via checkpointing / state snapshots. In the event of an interruption, the system either:
Completes the round server-side and credits the resulting win to the player’s balance via a confirmed transaction, or restores the session from the last valid state and resumes gameplay from the exact point of interruption.
All outcomes are processed through idempotent transaction handling to prevent duplication or loss of winnings, ensuring consistency and integrity of the final result.
Hope this clarifies,
Regards
Public
Public
5 days ago
Hello everyone,
thank you both for your continued cooperation.
I have now reviewed the video materials provided by the player, including the timestamps referenced earlier in the complaint.
Based on the footage, I can confirm that there were visible technical interruptions and repeated error messages occurring during the gaming session, particularly when switching between games. I understand why this created frustration and negatively affected the overall gaming experience.
At the same time, I also have to point out that the games themselves appeared to continue functioning, the betting history was recorded correctly, and there is currently no evidence suggesting that individual game outcomes, balances, or winnings were technically manipulated or lost.
Additionally, the reported issues appeared repeatedly throughout the session. Under such circumstances, a reasonable expectation would generally be for the player to stop playing temporarily and contact support before continuing further gameplay, especially when the technical behavior was already noticeable.
For this reason, based on the currently available evidence, I do not see sufficient grounds to justify a full refund of all deposited funds solely on the basis of the reported interruptions.
That said, I do believe the player experienced a genuinely poor gaming experience, and I would therefore like to ask Vulkan Vegas Casino whether some form of goodwill compensation could still be considered given the repeated connection and session issues visible in the recordings.
I will await the casino’s response.
