The player from Germany had been unsuccessful in making withdrawals at a casino where he had been playing since 2019. The Complaints Team had attempted to investigate his case, however, they were unable to proceed due to a lack of response from the player. Despite extending the deadline for response, the player did not provide the necessary information to support his complaint. Consequently, the team had to reject the case but emphasized that the player could have reopened the complaint in the future if he had chosen to resume communication.
Vulkan Vegas Casino - Player cannot withdraw his winnings.
Amount: €10,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello, I have been playing at the aforementioned casino for a long time. Since 2019, I have not been able to make a withdrawal. Before that, winning was possible. However, for almost four years now, I have only been depositing without any chance of winning or making a withdrawal.
Is this casino still operating or even legal? Also, new customers are unable to register, which makes me question its legitimacy. I had a similar experience with Ice Casino - only depositing and no withdrawing. I had won something five years ago but have been unsuccessful since then.
Best regards,
Automatic translation:
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7 months ago
Dear fahrettinkar61,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).
If you possess additional information that could support our case, kindly send it to me. To address the casino regarding their RTP (Return to Player), having the complete game history of the player is the most effective approach. Please send it to petronela.k@casino.guru as soon as possible.
Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Dear fahrettinkar61,
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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6 months 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.
