The player from Germany had been waiting for 14 days for a €5000 payout from Vulkan Vegas, with ongoing updates indicating it was being processed. He found the delay unacceptable. After reviewing the situation, it was resolved that the casino had the right to block his account due to signs of problematic gambling behavior and the absence of a real money balance. The player was informed that refunds were not possible as he had no real money balance on his account, leading to the closure of the complaint.
Vulkan Vegas Casino - Player’s payout is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €5,000
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
I have been waiting for 14 days for a €5000 payout from vulkanvegas.com
It is always being written, is being edited.
It can't be that it takes this long.
Automatic translation:
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8 months ago
Hello tkarakaya1985,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
I got the money tonight.
I have been registered for over a year.
Now I have another complaint, namely, I deposited over 500€ in one hour and the chances of winning were 0.00%
In Big Bass Bonanza, I had €1 in free spins and got to level 2 with €16. And in 10 spins, not even a single angler came along, and €16 was lost.
Things are getting worse with the site every day. Payouts are getting worse
Automatic translation:
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8 months ago
Dear tkarakaya1985
Thank you for the complaint
According to our records, you are winning the casino by over 40k EUR.
Also, recently you've also been lucky, e.g.:
26-03-2025 19:24 (UTC) Bet 10.00 EUR Win:3,907.00 EUR
26-03-2025 19:14 (UTC) Bet 10.00 EUR Win:3,600.00 EUR
and the list goes on like forever...
Please do let us know if you'd like to close your account and try your luck somewhere else.
Looking forward to your response.
Kind regards
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8 months ago
Translation
Hello,
Are you just kidding me?
I deposited over 600€ again today!!!!!
I didn't even get any free spins!!!
What that is is only manipulated by you!!!
350€ book of fallen played on 2-2.50€ not even free spins!!!
Since yesterday things have been going downhill!!
If this continues, I will personally go to a lawyer and file charges against you!!!
It's not normal anymore!!!!!!
Automatic translation:
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8 months ago
Dear tkarakaya1985,
After careful review, we have identified clear signs of problematic gambling behavior associated with your account. This is not the first time such concerns have been observed.
Additionally, we would like to clarify that, as a player, you interact directly with the game provider's servers during gameplay. The website merely acts as a platform, and there is absolutely no way for us to influence the game outcomes.
In light of these findings, the administration has made the decision to suspend your account in accordance with our responsible gaming policy.
If you require any assistance or support, we encourage you to contact our customer support team or seek help through organizations such as GamCare.
Thank you for your understanding.
Best regards
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8 months ago
Translation
You have no right to block my account!!!
Either you unblock it again or I'll go to a lawyer!
If you really should block me, then I want half of the money I paid in 2 days back!!
Or my lawyer will take care of it!
Automatic translation:
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8 months ago
Dear tkarakaya1985,
Can you please advise if you have any real money balance on your casino account?
If not, the casino has every right to block your account without any reason given.
Awaiting the clarification.
Regards,
Nick
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8 months ago
Translation
I didn't have any money on it.
Deposited over €1500 within 2-3 days and profit was only 0.00%!!!
They let you win once and then take everything back!!
I want my €500 compensation back. Otherwise, I'll file a complaint for fraud and manipulation! And this time I'm serious, without making empty promises.
Automatic translation:
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8 months ago
Dear tkarakaya1985,
Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
As you played regularly, there is no possible way for a refund.
Lastly, as you had no real money balance on your casino account, the casino had right to block it without further explanation.
We will be now closing the complaint for the above explained reason.
Best regards,
Nick
