Vulkan Vegas Casino - Player's balance disappeared.

Good Morning.

I was playing, I had 7353 reais and out of nowhere the game crashed and said that my balance was insufficient, I contacted support, in addition to the attendant being short and rude, he said that I lost the 7353 reais because I bet and lost this was his answer, even though I said that it's sending all the evidence that there was no way I could play this whole amount, even because it's not logical for me to play more than 500 times on the 10 reais bet and then when I get my money back I play mine full balance right?

Dear giovannitaci,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Do I understand correctly that there was no balance left after this incident? Did you have an active bonus at that time?

Could you please forward me your bonus/cashier and whole game history?

If there is any other relevant communication between you and the casino, please forward it together with all other required evidence to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

So I had a bonus yes..

I had a bonus of 6 thousand reais, so I contacted support for the first time and was informed that I had to play another 5 thousand to earn the bonus.

Even me blz, I was playing and winning more and more until I reached a value of 7353 reais and out of nowhere the game stopped and said that I didn't have enough balance anymore... after that my balance went to 2500 reais.

So I contacted support for the second time and the attendant insisted that I had thrown everything at the maximum bet and lost everything.

But it's not logical, I was playing the 10 reais bet for more than 500 times and it wouldn't be at the time I was recovering my loss that I was going to place the maximum bet, right?

One that I didn't play, another that it's not in my play history.

I already sent the print of the history of the date of the plays, not yours to send the complete history.

I was very upset with the answer from the Vital attendant.

Who insisted on saying that I had lost that I had played, that there was no use in lying.

I'm a Family Father I'm 33 years old and I don't need it

I'm really upset...

After more than 8 hours of playing non-stop trying to recover what I had lost.

I've already sent more than 10 prints, I don't even know what to do anymore, I'm really embarrassed about it all.

There you have it, there's the money I deposited, my bets.

b5p27426988-30915

Code of my last bet.

Dear giovannitaci

I will be happy to assist you. But first, can you please specify if your question concerns:

a) Withdrawal issue

b) Game round ending in a wrong result

c) Issue, connected to the bonus balance

d) Different issue, please specify

Thank you for cooperation!

Best regards

Letter C.

I had more than 7 thousand but it became a bonus, and I had already deposited a lot of money and lost there when I started to win the game crashed and zeroed everything, I only had 2500 reais.

I've already sent all the photos and conversations with your attendant.

it's not fair

And the Attendant saying that I had played a big bet and lost everything, impossible what he said

.

Hey, just look at the prints I sent

And there's more, I made a withdrawal on the 26th 02.2022 of 6980 reais and you made 8 deposits into my account, with that I lost almost 800 reais in fee, if I made a single withdrawal why did you make 8 deposits?

So it is very difficult to play with you.

And now?

Who will pay my loss of almost 800 reais?

Dear giovannitaci

We still do not completely understand your complaint, unfortunately.

The "loss" of 800 real - is this something that is applied by your bank?

Thank you in advance!

Kind regards

Good Morning.

If you don't understand, imagine me?

I had 7300 reais and out of nowhere the game stops and says I have no balance.

I contact support and they are very ignorant and say that I played the maximum bet and lost everything.

And I said that I hadn't bet on the maximum bet, I never played on the maximum bet.

h just you see this image image I'm sending and tell me why did my balance zero?

I want my money, when I lose you like it, right?

And when we win, you do that...

Information Information

And the question of the almost 800 reais that was missing, I can't say what happened, I just know that the same amount I cashed in your game didn't fall into my account.

Before, I used to make the withdrawal through Pay4fun and it always fell right, and there is no longer that option and I made the withdrawal to my Itaú account and the amount fell less.

Almost 800 reais less on my account, I need to know why.

Dear giovannitaci

We'd like to confirm there was no any commission applied on behalf of VulkanVegas.

The exact amounts that were ordered for withdrawal were deducted from your gaming account.

Unfortunately, we cannot influence the fees that your bank may have applied. Sorry.

Best regards

Hello everyone,

Thank you Vulkan Vegas Casino for helping us with this case.

giovannitaci, I am sorry, but casinos, in general, are not responsible for transaction fees and/or currency exchange fees, unless they specifically state it somewhere on their website. These fees are usually deducted by the payment processor, which is completely out of the casino's hands.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Dear giovannitaci,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.