The player from Germany won €768, but they were only paid 10% of their winnings (€76.80). They have been waiting for several weeks for the investigation. We rejected the complaint because the player didn't respond to our messages and questions.
Vulkan Vegas Casino - Player believes that the payout was incorrect.
Amount: €691
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I played Piggy Riches Megaway and got a winning picture of €768. But only 10% 76.80 was paid. I can substantiate everything with pictures and have been put off by Vulkan Vegas for several weeks with the statement that it is being processed.
Automatic translation:
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1 year ago
Dear XXJSXX,
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 to petronela.k@casino.guru? I know you already provided some screenshots but the winning were not visible on them. Please bear in mind that the denomination in which you played is crucial as the win might be divided afterwards.
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,
Petronela
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1 year ago
Dear XXJSXX,
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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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
