The player from Germany reported substantial losses amounting to thousands of Euros and demanded a refund. The Complaints Team informed her that without concrete supporting evidence, such as game history, her complaint could not be pursued further. As no substantial evidence of wrongdoing by the casino was provided, her complaint was rejected. The team encouraged her to gather any relevant documentation to potentially reopen the case.
Vulkan Vegas Casino - Player requests a refund for losses.
Amount: €100,000
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
Insufficient evidence from player
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, I've been playing for quite some time, and there's no winning. You lose all the money, and we're not talking about hundreds but thousands of Euros 🤑. I demand a refund of my money.
Automatic translation:
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3 months ago
Dear stauchi,
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
PS: Could you please clarify what the disputed amount refers to?
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3 months ago
Dear stauchi,
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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3 months ago
Translation
Hello, I can't tell you exactly how much money I lost, but it's in the four-digit range. I can no longer access this casino Vulkanvegas because I was suddenly blocked by this casino. I played mostly Garmont games and lost all my money because these games didn't pay out any winnings. How can you help me or how do I go about this and what can I do to take action against this casino?
Automatic translation:
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3 months ago
Dear stauchi,
Thank you for reaching out and providing more details about your situation.
To proceed with a complaint against the casino, we would need concrete supporting evidence that suggests something illegal or suspicious is happening. Unfortunately, without this, we are unable to take further action. For us to check the casino's Return to Player (RTP) and ensure fairness, it is essential that we have access to your full game history. This will allow us to verify if the games you played were operating as expected.
At this point, since we do not have any substantial evidence to suggest wrongdoing by the casino, we must reject your complaint. However, if you are able to obtain any game history or other supporting documentation that could indicate unfair practices, please send it to petronela.k@casino.guru. We would be more than happy to reopen the complaint and investigate further.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
