The player from Ireland has been depositing regularly at the casino but did not receive the bonus after activating it with a recent €33 deposit. Despite contacting support multiple times since Friday, he is told to wait without any resolution, leading to dissatisfaction with the casino's customer service.
Vulkan.bet Casino - Player is facing issues with bonus activation.
Amount: €33
Vulkan.bet Casino
Safety Index:Above averageSafety Index
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7.2
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Case opened
Current status
Waiting for Casino Guru to reply
2d 1h 22m 32s
Case summary
4 days ago
Public
Public
6 days ago
Almost every day i deposit on the casino and 80% of my deposits containing bonus.Since friday i have deposit €33 to receive a bonus.i activate the bonus from before and i processed to payment.I finish the payment and i only receive my money that i deposit without the bonus.From friday since now from the support the answer is you have to wait.They don't really help people they only care about money.Every other casino will not do this and instead they will add the bonus manually.Also they don't respect players and it's not a honest casino.All they said is to wait..wait for something that i pay and never received.They don't make refunds that means they keep the money.i was very happy with the casino but now i changed my mind cause of the support and how they treated me
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5 days ago
Dear Bienbaby,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan.bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- What bonus have you activated? Could you please share a screenshot?
- Have you decided to play with the deposited amount? Have you asked the casino to refund you your deposit?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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Public
5 days ago
Translation
Thank you very much for your interest.
I have deposited €33 to receive free spins on 2 games.
When I made the deposit, I immediately informed them that I had not received it and they assured me that they would credit it very soon, something that has not happened so far.
After they assured me that I could use my money, I had used it.
After many attempts to credit me, this was not possible and I asked for a refund and they stated that once payment is made, the money is not refunded under any circumstances.
The department in question that will credit the bonus does not work continuously, and they told me that it does work, and some kind girl admitted it to me. I'm not asking for anything, just the bonus I've paid.
The casino is quite good, I can confidently say that it is in the top 3 on the market.
I am happy with the payouts and the issue is that some people are ruining the image of the casino. 
Automatic translation:
Casino Guru is examining the case
