The player from Mexico wasn't able to play with a bonus. He is also dissatisfied with the RTP. We were forced to reject the complaint because the player lost the deposit that was supposed to activate this bonus and didn't provide any evidence confirming the rigged games.
Vulkan Vegas Casino - Player is dissatisfied with the overall playing experience.
Amount: Mex$200
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Does not respect the bonuses activate the bonuses and deposit and the bonus disappeared and they refuse to honor it, the games are fixed you increase the bet and lose all of 300 plays after increasing the bet mysteriously not a minimum win just like ice casino
Automatic translation:
Public
Public
1 year ago
Dear Ale871,
Thank you very much for submitting your complaint. Do I understand correctly that you wanted to activate a bonus, but it wasn't credited to you? Which bonus you tried to redeem?
Regarding the "fixed games," 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): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
1 year ago
Translation
In the first deposit I had the error of not activating the bonus and they told me by chat that they will activate it in the next one to use the bonus, the bonus was available in the profile, I activated it, made the deposit and the bonus no longer appeared in my account, For this reason, I contacted the chat and they only tell me to make more deposits and with what confidence if they are doing it to me with this bonus?
Automatic translation:
Public
Public
1 year ago
Thank you for your reply, Ale871. Could you please advise if you played with the deposit that was supposed to activate the bonus? Or is it still in your account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
1 year ago
Translation
I played with the deposit that was supposed to activate the bonus
Automatic translation:
Public
Public
1 year ago
I am sorry to hear that. Unfortunately, under these circumstances, we are not able to proceed with this complaint. Sadly, by playing with the deposit that originally should have triggered the bonus, you lost the right to activate it. Simply said - casinos cannot add a deposit bonus on top of the lost deposit. We would really like to help, but it is impossible for us this time.
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.
