The player from Austria has experienced a technical glitch while completing bonus wagering. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player has experienced a technical glitch.
Amount: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Dear Ferenzano,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Note I also sent a video to guru via Google drive! With best regards, Manuel P ***!
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Hello everyone,
Just like our support told the player multiple times via phone and e-mail, the jackpot was credited correctly in the amount of 400 credits (with the DENOMINATION 0.01).
For the player, please refer to the definition:Denomination - is the value of each credit played on a particular slot machine.
I am also attaching the jackpot round resolution: https://dropmefiles.com/2VqKZ
Hope this clarifies.
Kind regards
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3 years ago
Translation
Dear Vulkan team! First, I was promised an explanation several times! Unfortunately nothing happened! It was no longer answered, no longer answered, etc ... What you are writing is Chinese for me as a customer! Why the game is not visible in the process is not clear to me either !? I played the game with a stake of 50 cents and the jackpot is 400 coins Am I getting it right? And another note from Trustlypilot because you will see the value of the casino in public opinion! My tip if you want to have more success publicly online casino Please refer to the truth about the explanations in the support and promised callbacks to clarify the whole thing in the customer's native language! For me it is also unclear why in the course of a game is shown that I never played !? With best regards!
Edited
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3 years ago
Translation
If I understand correctly now I would have had to play coin value 1 to win the small jackpot in Euro 400 !? That would be a stake of 50 euros per round !?
Automatic translation:
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3 years ago
Dear Player,
I am sorry you faced mislead, but please understand, we are an operator, not a game provider.
We do not develop games. The game you played and show in the screenshots is made by Swintt. I can assure you we will deliver the information to them, hope they will consider your opinion.
And yes, the stake should be 50 euros to win any of the jackpots (including the minor one) if you want to get the winnings without denominations. Please refer to the screenshot.
Kind regards,
Alexander
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3 years ago
Translation
All right, thanks such an explanation, I would have liked it by phone as promised! Thank you very much for clarifying the Vegas volcano! Thank you but also from the Casino Guru for clarifying this matter together! With best regards!
Automatic translation:
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3 years ago
Dear Alexander and Vulkan Vegas Casino, thank you very much for your explanation and cooperation in this matter which is greatly appreciated.
Dear Ferenzano,
Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could try to help you with? Thank you in advance for your reply.
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3 years ago
Translation
Yes, we can close the case! Thank you very much for your support! My recommendation to the casino that promised calls are kept, then in the best case, ambiguities can be resolved more easily! And as a customer you have the feeling of being well looked after! Sincerely yours!
Automatic translation:
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, both sides, for your cooperation.
Ferenzano, please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
