The player from Poland was unable to use bonuses despite frequent deposits and play. Attempts to activate bonus codes failed, and support indicated it was related to account activity. We explained that each casino has its own unique bonus policy, and eligibility is determined by the casino. The player was advised to contact the casino's customer support directly for clarification. The complaint was closed as we do not handle bonus eligibility issues.
Vulkan Vegas Casino - Player can't use bonuses.
Amount: ??
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Hello,
I don’t know why but I can’t use any bonuses anymore. I tried to put the bonus code that you wrote in your twitter or telegram channel but it says „You can’t activate the bonus" what should I do? I tried to write to support but they said it depends from the activity on account but I deposit and play everyday on their casino. Please help me
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5 months ago
Dear Kornel,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. It's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.
If you're unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Best regards
Veronika
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5 months ago
Hello, thank you for your respond, but can I just ask them why I’m not eligible for the bonuses so I know what I shouldn’t do in the future. Thank you
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5 months ago
There are several reasons why a bonus may not be available to you. According to the Bonus Terms and Conditions:
2.The availability of bonus (bonuses) on the Site for a particular player is based exceptionally on its presence in the player’s profile. If any of the bonuses are not intended for the player, then such a bonus will not be displayed among those available in the profile. Bonus offers may be received via e-mail, SMS or other ways of communication. Those bonuses (along with the winnings from them), that are not intended for the player - may be forfeited.
3.Some bonuses may not be available for certain countries. For example: Japan, Finland, Brazil etc.
I suggest reaching out to the casino's customer support and asking them directly. We at Casino Guru do not handle cases pertaining to players' eligibility for receiving bonuses, as this decision falls within the casino's purview, as I mentioned in my initial response.
This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
