The player from Germany had deposited 20 euros and utilized a 100% bonus, turning it into 2500 euros. However, during gameplay, the 2500 euros disappeared, leaving him with only 67 euros. Upon contacting support, he learned there was a maximum win limit of 60 euros, which he found unacceptable. The complaint was rejected as the player expressed a desire to no longer pursue the issue, indicating he had given up on recovering his winnings.
VulkanSpiele Casino - Player's winnings have been capped.
Closed
Our verdict
Other
Amount: €2,500
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello
I've been playing for a few days but this is the first time I've seen anything like this!! I took a 100% bonus and 40 free spins! I deposited 20 euros and they disappeared straight away!! Then I took my bonus euros and after a while I turned it into 2500 euros!! Now during a game the 2500 disappears from my account and I get 67 euros!! Disgusting!! After asking support the lady said I can only win a maximum of 60 euros!!
Has this happened to anyone else
GGG
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9 months ago
Dear gggiorts,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide us with the following details:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- Did you accumulate your winnings of 2500 € from the free spins?
- Could you kindly forward me all the communication between you and the casino customer support regarding the cap on your winnings? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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9 months ago
TranslationHello guru team
Nothing has changed so far! I'm sending you the bonus, which shows that I have to wager the bonus 30x before withdrawing!
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9 months ago
TranslationThe casino's response!! No matter which bonus, they can all be limited and that isn't stated anywhere in the terms and conditions!!
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9 months ago
Thank you for your emails. Please request the casino to send you your gaming history in Excel format from the moment you activated the 100% bonus and 40 free spins up to the moment you requested a withdrawal and your winnings were capped, and then forward the file to me at veronika.f@casino.guru. I appreciate your patience and cooperation.
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9 months ago
Dear gggiorts,
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.
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9 months ago
TranslationDear GIRU TEAM!!
Hello Veronika
To be honest, I don't have the time or the nerves to argue with Vulkacasino! I've already written off the money! It's important to me that anyone who reads this message doesn't make any deposits! If the casino contacts me, I'll let you know!
Best regards
GGGIANNI
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