The player from Germany had their bonus winnings vanished in the middle of the game. The complaint was rejected as the player received all his bonus winnings which he was entitled to.
Vulkan Vegas Casino - Player’s active balance has disappeared.
Amount: €3,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hi there,
Today I deposited € 100 with a 100% bonus when my money was just gone, I won a lot again as a bonus balance and then had to implement it. This sum was 4000 €. When shortly before the end I won about 3000 € and with the rest about 3500 € it was suddenly gone when I reached the turnover. I played normally without changing anything and then I only had 100 € on it.
Automatic translation:
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4 years ago
Dear xKai64,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your bonus winnings have been cancelled while you were playing? Have you received any explanation from the casino? Could you please specify how many days ago you have activated the bonus?
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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4 years ago
Translation
That was all yesterday on December 16, 2020 and the bonus win disappeared during the game. VulkanVegas has not responded yet.
Automatic translation:
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4 years ago
Thank you very much, xKai64, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
I would like to ask Vulkan Vegas Casino to join us and help us resolve the player's issue.
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4 years ago
Hello xKai64,
As far as I can see you opted for a bonus 100% & 30 free spins at Gonzo Quest + 1 spin at Wheel of Fortune.
The offer was sent to you via e-mail.
The T&Cs of this bonus clearly state that the maximum amount that can be converted to your real money balance - 150 EUR. This very amount was successfully converted on 16.12.2020 18:36:26 (UTC)
Also the T&Cs are duplicated on the bonus card (within the Website)
Also, I was unable to find any e-mails from you or live-chat history.
Hope this clarifies.
Best regards,
Alexanedr
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4 years ago
Dear Vulkan Vegas,
Could you please send of some kind of proof of this statement? Like the player's bonus or balance history? Please send it to nikolas.b@casino.guru. Thank you in advance.
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4 years ago
Dear Kai,
We have received proof from the casino, showing that the bonus you claimed had a maximum of 150€ winnings. However, you claimed in your first response that you have received only 100€, could you please advise if you have received the 50€ rest or only 100€ which you mentioned before? Please also note, that you won't be able to receive all your money as it is clear in the bonus terms that the there is a maximum winning.
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4 years ago
Translation
I checked again and confirmed that I received the € 150.
Automatic translation:
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4 years ago
Dear Kai,
As I mentioned before, the bonus you have used had a maximum withdrawal limit. Therefore, the casino did nothing wrong or illegal by cutting your winnings. I'm really sorry that we could not help you more but there isn't anything we can do for you in this case as everything went by their rules. Please do not hesitate to contact us if you will come across any trouble in the future.
Best regards
Nick
Casino.guru
