The player from Germany had experienced technical issues on Vulkan.bet Casino, which had resulted in unexpected high betting amounts and a loss of 270€. Despite having reached out to customer support, he had received no resolution and was subsequently banned from the casino. He was then seeking a refund. We had requested evidence from the player to support his claims. However, the screenshots he provided were inconclusive. The player had mentioned the betting limit in Germany, but without concrete evidence of technical errors, we were unable to assist further. Consequently, the complaint was rejected.
Vulkan.bet Casino - Player's account suffers loss due to technical glitches.
Amount: €270
Vulkan.bet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Hello, odd things are happening here at this Vulkanbet Casino. As soon as the game starts running well, there's a game crash followed by a reload; after which, nothing works anymore. Then, another game crash occurs and the game resumes back to normal. The same happens when you get free spins - there's usually one or two crashes. After the free spins, the game crashes again followed immediately with reloading.
Now, I played a spin with a bet of 1€ on Starlight Christmas and switched the display from € to points, which translated to 100 points per spin. I then adjusted it to 200 points per spin and spun three times. Suddenly, I was told my balance was insufficient 😡 I had a balance of 350€. I was shocked - it should have been a 2€ bet per spin, but instead, it became 90€ per spin 😡😡😡. This is a ridiculous scam!!!
I spoke with customer support and they said they couldn't do anything about it. Now, I've been permanently banned from the casino... I just want my 270€ back and they can keep me banned. I don’t want to play there again. This is intolerable. Moreover, players from Germany are typically not authorized, yet I was able to play. Please, I just want to at least get back my 270,00€.
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4 months ago
Dear vitja33,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
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4 months ago
I genuinely apologize, but these four screenshots do not provide conclusive evidence that you were unaware of placing bets larger than intended. I believe you would agree that players bear responsibility for their placed bets and the intended betting amount. The casino cannot be held accountable for a mistake in this regard. While it may sound firm, I can only advise being more cautious when configuring any slot machine. If you had won from those spins and the payout was based on your higher bet, it's likely you wouldn't have raised the concern.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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4 months ago
Translation
Well, which player takes constant screenshots while playing? Yes, then I guess I have to live with it. But I know one thing. In Germany it is not allowed to make more than €1 or €2 per spin. So I don't understand how you can bet €90 per spin
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4 months ago
Translation
And I had sent other screenshots to your email. But I don't think you can find anything out of it except technical errors.
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4 months ago
Regrettably, I haven't discovered any definitive information. I genuinely wish I could assist you, but regrettably, we find ourselves somewhat powerless in this particular instance.
I wish I could offer more assistance. I apologize that we couldn't facilitate a resolution for this case. Should you encounter any issues with another casino in the future, please feel free to reach out to us. Given the aforementioned reasons, I must now reject this complaint. Thank you for your understanding.
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