Vulkan Casino UA - Player reports game freeze and lost bonus.

On October 3, 2023, I was playing the "bananas" game from the provider "champion". Suddenly, the program froze. After restarting, I returned to the same game, but the bonus was gone. There were about 200 spins left, at 4 hryvnias each. I'm including a screenshot of the game

Dear Viktor89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

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 understanding.

Best regards,

Veronika

This is my correspondence with the support service of Vulkan casino. First I corresponded in the chat, and then I sent a letter to their email, to which I also received a message. After the bonus disappeared, I immediately contacted the support service of the casino, to which they replied that what are you waiting for, how much It is not clear. You can continue to play on the question, THEY said yes, for which I have a screenshot. I ADD all screenshots

They transferred 2962 hryvnias to my game account without explaining anything. And when I ask for a withdrawal, the Megi system issues a warning that a commission will be applied according to clause 6.22.8 of the casino RULES, that I need to make a bet in the amount of 5924 hryvnias. So that the withdrawal was without COMMISSION. I am adding a screenshot

Thank you for your emails. Could you please advise if you see the free spins that you lost during your game freeze in your gaming history?

Dear Viktor89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.