The player from Greece played with a bonus. After finishing the wagering requirements, the bonus balance disappeared. We were forced to reject this case, because the bonus had a maximum cashout limit.
Vulkan Vegas Casino - Player’s experiencing problems with a bonus balance.
Amount: €1,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I played with my own money and a deposit bonus, I won € 1000, I wager the required amount and all my money except € 150 disappeared. They refuse to credit me while the wager was 2200 !!!!! Will a serious player deal with wager 2200 for 150 € ?? They are clearly scammers!
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3 years ago
Dear Vasiliki,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus was in play? Would you be so kind and send us a link?
Have you tried discussing this issue with the casino directly? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
I can not send you a link because the bonus on its terms disappeared as soon as the wagering was completed along with the money I won. Find it with my email in your history!
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3 years ago
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Also to mention that I asked live chat for a copy of my movements on your page and they refused!
Edited
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3 years ago
Vasiliki, please understand I don't work for Vulkan Vegas Casino, but for Casino Guru which operates as an independent website, therefore I cannot check anything in the casino's history. I can only gather as much information as you are able to provide.
Do you happen to remember what kind of bonus you claimed? Have you accumulated your winnings with a Deposit bonus or No Deposit bonus?
Have you tried discussing this issue with the casino directly? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
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3 years ago
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I attach some photos to help you! Please see the hours and how the rest changes!
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3 years ago
Dear Vasiliki, Kristina
I looked at the case. Please kindly refer to the offer that the player opted for.
The details on the max conversion to real balance from bonus is listed within the e-mail (in the footer).
Hope this clarifies.
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3 years ago
Thank you Vulkan Vegas Casino for clarification. Vasiliki, the bonus terms clearly say that the maximum cashout from this bonus is €150. I am afraid that there is not much more we can do for you in this case.
Please, let us know if there is anything else we can help you with, otherwise, I will be forced to reject this case. Thank you for understanding.
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
