Vulkan Vegas Casino - Player didn't receive a casino reward.

Hi I have joined VulkanVegas from Lootably platform in order to complete a challenge I had to deposit and wager at least $25, which I did successfully.

I never got the reward. Lootably said that the advertiser had to approve the challenge.

When I conacted VulkanVegas customer support three times, they all gave me different reasons, all of them involving me to deposit more money to achieve the task. I gave them that screenshot but they never reacted to it.

So far I made a $40 deposit, nothing happened and VulkanVegas isn't commited to help me with the situation.

Dear CharlesPT1121,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

Have you received any more details or any specific Terms and Conditions about the challenge from the casino customer support?

Could you please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru? Alternatively, you may post the screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your email. From the chats with customer support it seems that the wagering requirements for your bonus are x2 deposited amount. This means that you have to wager $25x2=$50. You stated that you made two bets on blackjack, $25 and $15. This means that there is still $10 you need to wager to complete the requirements. However, that is only the case if blackjack bets count 100% to fulfill the wagering requirements. Could you please send me the Terms and conditions for the bonus you took? That way, we could check what games are allowed to play and how much they contribute to fulfilling the wagering requirements.

I wagered $70 overall.

Nowhere the terms and conditions mentionned that I had to wager twice the deposit amount, hence suspecting a fishy scam.

Sending you the screenshot to your email.

Hello,

Please kindly refer to the T&Cs:

"8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

Kind regards

Hello,

I wagered 2 times the first deposit ever since. Please examine answers above.

Yout terms and conditions are loud and clear, however the challenge never mentionned it, thus resulting in a fishy way to lure people out.

Dear CharlesPT1121

This is one of the AML measures, and applies to every deposit one makes.

Thank you for understanding.

Kind regards

Dear CharlesPT1121,

could you please send me your whole gaming history to veronika.l@casino.guru? Thank you.

Sent you the transaction history.

I'm surprised, why did VulkanVegas not send you the transaction history ?

Funny...

Let me know if you need more information. I'll be waiting for your response.

Dear Vulkan Vegas Casino representative,

Could you please check the player's account one more time and specify the reason he has not received his reward? Thank you.

Hello,

We've spoken to the publisher - there is no such a reward listed.

Obviously, the system did not grant it.

But we've credited 25 EUR onto player's balance just to resolve the "issue" ASAP.

Kind regards

Dear Vulkan Vegas Casino representative, Thank you very much for your generosity.

Dear CharlesPT1121, do you accept the casino's offer?

Thanks for the replies everyone.

As it seems the publisher is not reaching out and since it was the sole reason of me joining the advertiser (VulkanVegas), I believe this will never get solved.

I also submitted all the required documents multiple times to VulkanVegas for my KYC verification but they keep declining them for some odd reasons. Even If I get credited $25 EUR, there seems to be no way for them to accept my documents. As you will probably ask them which document is required, I can already tell you that I sent them several times, each time 24 hours pending and always declined without explanation. This is unacceptable from a licensed casino.

The only way I would come to an agreement is to either get rewarded for the supposedly challenge, or get refunded the whole spent amount on VulkanVegas to my bank account which by the way seems to cause trouble to my credit card account because the casino is identified with multiple company names that clearly does not represent a casino, such as computer accessories and cosmetics. How do I know that ? It has been validated by a certified VISA agent, moreover they also suspect fraudulous activities.

That makes me worried to entertain a conversation with the casino as they do not seem fully legit as they claim to be.

I will send you a screenshot.

I am willing to relinquish benefits earned from winnings including the 25EUR gift just to get fully refunded.

Thank you and have a great day.

Hello CharlesPT1121

As per our records, your account was verified.

Do we understand correctly, the bonus 25 eur should now be removed? Correct?

Kind regards

No, you misunderstood what I wrote. Please read again : I want a full refund of what was invested since the account's creation. When I see the refund on my bank account, then and only then will I let you take back the 25 EUR.

my account is not verified. Here is the email I keep receiving when I try to withdraw:

Dear sir,

On which grounds should the Casino refund your deposits?

According to our records, the withdrawal transaction 7d0cb9ab-2645-4849-87fc-065b90e7de21 was approved by the Casino at 07.09.2023 12:49:01 (UTC).

Can you please specify the exact date and time when you received the e-mail above?

Thank you in advance!

Dear Vulkan Vegas Casino representative,

Thank you very much for the details.

Dear CharlesPT1121 can you please confirm that your account is verified and you received your winnings? Thank you.

I confirm that I have been verified thank you, but I did not accept the winnings.

Like I said, I either want the challenge to reward me, which is out of your hands, or get refunded since I was scammed from this fake offer. Even if Vulkan doesn't seem aware of this challenge, the challenge is still up and can still lure people out which I find unacceptable, and Vegas should find this unacceptable as well.

If I get refunded the whole deposit amount I invested for this scam, I will decline the "winnings" and consider this thread solved.

I'm sorry but if you gambled away your whole deposit, there is no reason why your money should be refunded. The casino offered you an alternative reward and in our opinion, that is fair and enough. Please let me know if there is anything else we can assist you with, otherwise, this complaint will be rejected. Thank you for your understanding.

This is what I thought.

The challenge was a fraud, the casino lied telling me I had to deposit and GAMBLE twice the amount to be rewarded which turned out to be a terrible lie.

The alternative reward that the casino gave was a $25 that cannot be withdrawn. The amount has to be fully wagered. How do you see this "alternative" reward as fair ?

AND how would you acknowledge their lying staff towards a non existing challenge ?

Casino Guru, I was expecting way better.

I'm ashamed of you.

Dear CharlesPT1121

Can you please share a screenshot where "the casino lied telling me I had to deposit and GAMBLE twice the amount to be rewarded".

We require a screen from the casino directly or from the support operator/notification e-mail/internal message/etc.

Looking forward to hearing from you!

Kind regards

Send me your email. I will send you.

Dear CharlesPT1121,

you may post the screenshot directly in the thread here. Thank you.

Yes, we can confirm, this is part of the AML measures, according to:

"8.11.6.

if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

This point refers to any deposit made, and has nothing to do with any type of reward.

Hope this clarifies.

Kidn regards

Yes,

But your staff support used this AML measure as a criteria for that type of reward as the initial question asked was "why did I not get my reward". I even sent them a screenshot of Lootably's challenge rules and they told me that.

This is why I have been asking for a full refund since the begining.you still haven't explained why I got two different bill's name when purchasing from your casino.

This thread is lasting forever. Mod can you please stop answering once every 6 days and accelerate this? There is clearly a confusion, I sent proofs, I explained everything and yet the casino is trying to hide behind their rules even though their staff members lied.

This. Is. A. Fraud.

Sorry, CharlesPT1121

Pardon for being not attentive, but where exactly the casino support manager said anything about the reward?

Thank you for your cooperation!

Regards

Dear CharlesPT1121, I understand your frustration about not receiving a reward. However, any 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.

Vulkan Vegas offered you an alternative reward which you declined. Moreover, you gambled away your deposit, so you are not eligible for a refund.

Due to the aforementioned reasons, 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.