Vulkan Vegas Casino - Player's experiencing some issues.

I got sent 25 free spins in my email. I played them and completed the betting requirements. Then I got the $10 real money balance. With that I hit free spins I was at around 800$ when I got kicked out of the game..ok.no problem I thought this always happens. However when I opened the game again it never reloaded and didnt give me any winnings from the free spins. So that's really weird. So I went to online chat help. See at this point I didn't realize I had been given the 10$ real money, I thought I was still playing with bonus money as no prompt comes up when you completed the requirements. And it just switches over from bonus to real money which is terrible actually. You should let the player know in live time when they get the $10 real money because you will bet different with the real money. And when you don't know you just.keep betting like its bonus money and.then ur out all of a sudden and don't know why you didn't receive your $10. So I kept asking online support I didn't get the $10 man I swear I would have known. Yes you did he said very rude like I can see all your betting history and everything. Ok so then I started thinking ok well then my last spin I took would have been a real money spin. So this is were things start to change sides. Because the last spi I took I hit free spins yes you bet I did. And around the 6th or 7th spin up around 750$ I got kicked from the game. Ok no worries this happens. I go back Into the game nothing reloads, balance is down to a 1$. So I told support this and he says oh and played stupid. Like he.cant see my betting history or anything like he bragged about before. But this he couldn't see he said and tried to mislead me.every step of the way. And when I.fi ally.put.it all together he says wow I didn't realize you knew so much and are so aware,and that matters why because you take advantage of me like 1000s of others. And if the specialists are still working on such a minor issue with this slot how is this slot still being played as we speak it should be shut down right? Well its malfunctioned took someone's money and free spins from them, serious issue. So annoyed and she'll shocked at the service and lack of integrity and them not honoring there bonuses and rules and word. What a bad combination for a company that should love to see normal poor folk like us winning you k know they got enough thats forsure. Never enough hey. Pay me what you owe me and hurry up enough of the games.

Dear 32260493,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please clarify what the dispute value (Can$1,200) represents?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I actually don't have a set value as I was watching the spins. I was around 780$ ish won around the 7th or 8th spin. So I just put 1200$. I'm owed more spins and atleast 780$.

Hello, all

Just to save some time.

The player opted in for a no-deposit bonus. (Just FYI that's the second no-deposit bonus used, no deposit was ever made through the life-time of the player)

The max conversion amount from this bonus (25 free-spins) is equal to 10 EUR/10CAD.

The player indeed wagered the bonus and the amount was converted into real money. Afterwards, the player made 17 more spins and lost the money.

But that's not the key point in here.

Players, who use no-deposit bonuses ONLY, tend to have several accounts, thus violating the T&Cs.

This player is not an exclusion.

The second account, where he also used no-deposit bonus was discovered:

bc**at12@gmail.com

Thus, both of the accounts are now permanently blocked.

Hope this clarifies.

Kind regards

Hello everyone,

Thank you Vulkan Vegas Casino for providing more insight into this case and also for sharing the supporting evidence with us.

32260493, I am sorry, but if you created more than one account and also activated free bonuses, we are not able to support you further in this case. Please, do not hesitate to let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Dear 32260493,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint 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.