The player from Brazil was upset because the casino had changed their rules without notifying her. The bonuses that had been advertised on social media platforms were not active in her country. The casino representative had explained that some codes were region-specific. We had informed the player that we could not penalize the casino for revoking bonus privileges, as they had the right to restrict or close player accounts. The player was dissatisfied with this response. Despite our efforts, we could not resolve the issue to the player's satisfaction and the complaint was ultimately rejected.
Vulkan Vegas Casino - Player complains about misleading advertising.
Amount: 25 R$
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
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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4 weeks ago
Translation
I have been playing at this Casino for over two years and always received bonuses. However, a month ago, they changed the rules without notifying. Now, the bonuses advertised daily on social media platforms like Facebook and Instagram are not active in my country. However, there is no such information in the advertisements. I tried to argue about it, and here is the response I got from the Casino's representative, Tiago, on their channel.
I understand the confusion, but our social network is for the casino internationally, and some codes are provided specifically for certain regions, which is why they do not activate for everyone.
Automatic translation:
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3 weeks ago
Dear Jaci53,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
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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3 weeks ago
Translation
The answer unfortunately does not solve the case. I realize that there is no interest in keeping the user loyal. There are always other Casinos.
Automatic translation:
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3 weeks ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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