Vulkan Vegas Casino - Player feels misled by the casino's offer.

Please explain why the casino is misleading. The Piggy Bank offer terms and conditions do not state that only bets placed in the app count towards this offer. This lack of information misled me, as I believed that bets placed via a web browser also count. I request an explanation and that all bets be counted in accordance with the offer terms and conditions, which do not state that bets placed via the app count towards this offer.

Yours faithfully, Bartłomiej K***********

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.

Dear Bartekck,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Vulkan Vegas Casino.

I believe I have found the promotion you are referring to in your initial message.

• Is it this one: https://vulkanvegas.com/en/piggybank?

And according to the rules displayed on the very front, it says:

The "Piggy Bank" is an exclusive cashback feature available only for players using our Native Mobile App. It’s designed to give you a second chance even when luck isn’t on your side, allowing you to return some of your losses to your bonus balance and stay in the game.

• Were you aware of these rules, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I play both in the app and in browsers. The offer's terms and conditions don't state that this offer is only available in the mobile app. Detailed information is available on the website, but it's hidden among various other offers, so it wasn't visible to me. For me, the most important information is the offer's terms and conditions, which don't include this information, so I made the offer in accordance with the terms and conditions.

Dear Bartekck,

thank you for your reply.

After a comprehensive review of your case and consultation with my supervisors, we have concluded that the terms of this promotion were clearly outlined and prominently displayed on the main page of the bonus offer. Unfortunately, by accessing the promotion using your computer rather than a mobile device, you were in direct breach of the stated terms and conditions.

I fully appreciate that this may not be the outcome you were hoping for, and I understand the disappointment it may cause. However, as the conditions were accepted at the moment the bonus was claimed, we are unable to make exceptions or take further action in this matter. If you believe this outcome is not sufficient, you may submit a complaint to the Curacao Gaming Control Board at complaints@cga.cw.

Please know that we value your understanding, and I am genuinely sorry that I could not provide a more favorable resolution.

With all points considered, this complaint will now be formally closed.

All the best,

Katarina