The player from Germany was facing issues with withdrawing funds after making a €50 deposit and using a 300% welcome bonus. Despite adhering to the bonus guidelines, his payout of €1500 was canceled, and €1250 was deducted from his account, leaving him unable to withdraw the remaining €250. We asked for clarification about the games played, possible Terms and Conditions breach, previous withdrawals, bonus source, and KYC status, but the complaint was later marked as resolved by the player. The case was then closed as resolved in our system.
Volerbet Casino - Player's withdrawal has been refused.
Resolved
Our verdict
Case closed
Amount: €250
Volerbet Casino
Safety Index 7.7 Above averageCase summary
Discussion
Public
Public
1 month ago
Translation
Hello
My payment is being refused without any specific reason.
I made a deposit of €50 and used the 300% welcome bonus.
I strictly adhered to the bonus guidelines, did not play with stakes exceeding €5, and fulfilled the bonus requirements.
Because of this bonus, I was only allowed to withdraw 5 times my stake.
Since I wasn't sure, I paid out €1500.
They cancelled the payment and deducted €1250 from my account.
And now they refuse to pay me the remaining €250.
I am asking for help so that I can get my payout and perhaps also bring down this fraudulent casino.
Automatic translation:
Public
Public
1 month 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
1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which games did you play while your bonus was active?
- The screenshot you attached to your complaint shows that the casino is refusing to pay out even the €250 balance due to an alleged breach of its Terms and Conditions. Have you contacted the casino's customer support to ask which specific rules you allegedly breached?
- Have you made any successful withdrawals from this casino before?
- Am I correct in understanding that your winnings were accumulated using the third deposit bonus?
- Have you successfully completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Sensitive attachment
Sensitive attachment
1 month ago
TranslationHello
I mainly played hacksaw games.
The casino is no longer responding to tell me which specific bonus guidelines I have violated.
This is my first payout
And the KYC verification should be complete.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
TranslationVolerbet has just responded to the violation.
Where exactly have I violated the bonus guidelines?
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
TranslationI think they themselves don't even know whether they are right or wrong.
Automatic translation:
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear BABALINHO,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
