The player's winnings were reduced due to max win rule while playing with bonus. The complaint was rejected as the player did not respond to us anymore.
Vulkan.bet Casino - The player's winnings were reduced.
Amount: ??
Vulkan.bet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Vulkan.bet Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
3 years ago
Translation
Well, I took advantage of a Black Friday nude pool, where it said 150% deposit bonus plus 50 free spins, where each free spin would be worth 4.60BRL per spin. When I bet my money and after that the bonus, I was left with free spins. When I activated the free spins, I realized the stake was 50BRL per spin, which netted me 6,500BRL, with a stake requirement of 30x.
While playing, I struggled to comply with the rollover following the casino rules, but after 3 days of play and an amount of 7,500 BRL I managed to complete the rollover, and I got scared by the situation. Those 7,500 turned into just 140 BRL, where it says in terms that the withdrawal would be 4,000BRL at the most.
This casino is making the customer a clown with these promotions. I want my money, and I want them to put the regulation visible, because in my opinion, this is a scam, a fraudulent casino...
Also, this casino had a super fast cashout through PayForFun, now it takes a cashout...
Automatic translation:
Public
Public
3 years ago
Hello falusantos,
Thank you very much for submitting your complaint and I'm sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.
Did you spend all the real + bonus money when you started to play with the free spins? Did you contact the casino with this issue? If yes, what did they answer.
Please forward any additional proof or conversation with the casino to nikolas.b@casino.guru.
Also note, once you spend the real and bonus money and start to play with free spins, the free spins bonus condition applies. They are like 2 separate bonus with a single deposit - different rules for the real + bonus money and different rules for the free spins.
Looking forward to your answer.
Regards,
Nick
Public
Public
3 years ago
Translation
Yes, I spent my money first, then the deposit bonus. When the bonus money ran out, I activated the freespins. I got in touch to find out what had happened, and that's what the attendant told me, that the survey was only 140 reais. But there is nothing on the casino website that indicates this amount, which indicates there is the maximum withdrawal of 4,000BRL.
I paid attention to this issue, but I honestly complied with the requirement, I even read the terms of promotions and general terms, so there are no problems.
Edited
Automatic translation:
Public
Public
3 years ago
Translation
Dirty, dedicating time to comply with Rollover of 200,000.00BRL, managing to maintain a good balance and in the end only receive 140 BRL?The casinos think we just want fun, they just want the money, are they? I play for fun and for profit, as we live in a capitalist world. This is an insult...
Automatic translation:
Public
Public
3 years ago
Dear falusantos,
I've gone through the casino terms and conditions to find out what might cause the restricted winnings from the free spins.
I've found the following terms:
"Winnings gained from free spins are credited to a separate bonus balance;" - this basically means what I've explained before that the deposit bonus is separate from the free spins bonus and they have different max win and conditions.
And the second one:
"The maximum amount of money that can be received on a real balance after wagering a bonus received from the free spins, equal to x5 of the deposit amount;" - this means that if you have deposited for example 100 BRL, the maximum amount you can withdraw from the free spins is 500BRL.
Could you please advise how much did you deposit to receive the bonus?
Public
Public
3 years ago
Dear falusantos,
We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.
Public
Public
3 years ago
Translation
I made a deposit of 40 BRL, which according to the rule you saw, would give 200BRL. It's still below the rules.
Automatic translation:
Public
Public
3 years ago
Dear falusantos,
Could you please forward all communication between you and the casino to nikolas.b@casino.guru?
Also, could you please advise how did you claim that bonus? Did you receive it through an e-mail or was it available on the website? - If you have any screenshot of it, please forward it as well.
Regards,
Nick
