The player from Germany encountered an issue with the casino website during a special draw, where his system crashed and prevented the opening of the last two fields. Despite potential winnings of up to €2,000, he received only €1 in compensation. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, resulting in the closure of the complaint.
Vulkan Vegas Casino - Player’s winnings are delayed due to website issue.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
4 months ago
Translation
Hello ,
I had a special draw in which the winnings had to be between €15 and €2,000.
Five fields open. Each of these is played with a number. Possible points range from 1-15.
My system crashed. The last two fields wouldn't open!
I got an 8 - 2 - ?
Question mark ranges from 7-15
I already had at least 15 € without the missing box.
Theoretically it could have been €2,000!
Vulkan Vegas paid me 1€ compensation!!!!!
That doesn't work! 
Automatic translation:
Public
Public
4 months ago
Important Notice:
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify which game you played?
- Do I understand correctly that this bet was never completed due to the game crash? If that is the case, I must emphasize that we cannot assist you with restoring potential winnings. Games crash all the time, and unfortunately, if the result of the bet hasn't been recorded in your game history, there is nothing we can do.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
4 months ago
Dear Kwleon,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
