Vulkan Vegas Casino - Player’s having difficulties with a bonus.

disputed amount can not be said exactly. First of all, I will say that their support is terrible. Felix, he was terribly unprofessional. Literally from 2 to 5 in the morning I tried to explain my problem to him, and he is the following. The bonus is great, I only played the money with it. was ready to tow. I decided to try my luck in other games as well. I made a few spins per game, minimum bet / it said 0.50 points /, which I later learned, exactly from Felix, that the bet was actually 1.25 euros, but this is not a problem. As I played, I did a few tricks on this game in question. The balance in my account showed 30 euros / plus some pennies / So I just clicked the button for re-spin, when I received a message that I actually do not have enough money. I look at the balance, it shows 0.36. I immediately wrote to the support, which happens around 2 o'clock, for example, our time. Whereupon Felix begins to explain to me how I played this money (not to mention what is the chance of this game of so many spins to lose everything). After each of my messages they were shown 'please wait, we are overloaded, we are trying to answer all /. I waited, waited, literally changed the page for a second, and now Felix had sent his last message and I was the disciple. Whereupon I try to reconnect, hoping it will be someone else. Emmy again. I write, I explain again.

'' from 30 euros with one spin worth 1.25, I have 0.36 left in my account ''

Well, no, he says that's not the case, thank God at least he gave me some time this time. So he starts quoting my bets. After wandering there, he told me that I could look at them myself. I asked him to wait, after I had been waiting for 2 hours. I come in and some games come out that absolutely didn't happen. Otherwise, it shows there, in a few seconds, some spins, again 1.25 bet. I connect again and tell him that I understand that it is hard to believe, since he writes it in black and white in his system, but I am neither crazy nor dumb and I know very well what, when and how I bet. And accordingly, this is a mistake on the site. Of course no result. What else impressed me / I uploaded a photo / Here 00:01:19; 1.25 pledge, balance: 58.30; balance then: 57.05.

Immediately next spin 00:01:22, bet 1.25; balance before: 1.25; balance then: 0.00

Is how it just happened I could not understand.

the next + 25e, which he explained to me, that I had already played my bonus and these were some 25 euros, which I don't know why they were added.

So the games that are described there are absolutely not true. Because my girlfriend and I can swear that the situation was completely different, as we saw it with our own eyes. Literally 30 euros, come on one more time and a message comes out that there are no funds. And even before he told me that I could see these things myself, and start explaining to me how much I had bet, I kind of realized that he wanted to tell me that I had raised the bet, which did not happen. And he will write to them.

The situation was disgusting, I contacted them to ask what was going on, because for a bonus I was happy and I was about to make the first deposit, in fact, so that I could withdraw this money. But the attitude, so that he did not care about a gram, did not try to understand the problem, the wait is now I want these 30 euros, and more. It lost me 3 hours, nerves and generally some nonsense, which is completely unnecessary for an amount like this. I wrote an email, before I interrupted the chat I told him that I would wait for someone to contact me, someone who could really help me in this case. I hope someone will pay attention and resolve the case, because the error is in the site, the system, the spins that are described, which do not really exist. I want compensation for the disgusting support, for the error on the site, for my lost time, for the lost nerves and for the potential lost personal funds.

Dear monkata36096,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

Could you please specify which you activated and played with?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

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,

Kristina

Hello everyone

Just to save everyone's time:

• the player used a no-deposit bonus
• the max convert to real is 25 euros (this is an exact amount that was transferred to the player's real money balance)
• Player continued playing after the conversion to real money balance and lost the entire amount.

Could you please specifically clarify what your problem is, monkata36096 ?

Thanks in advance!

Best regards

My exact problem is that I didn't understand how with one spin my balance dropped to zero. I don't know what you couldn't understand. I set it precisely, clearly, concretely. All these spins that are written not happened 🙂 from 50 euros balance with a spin zero.

Something misunderstood? Anything else to explain?

Monkata36096, I believe at that point the wagering requirements were fulfilled. Since the bonus had a maximum cashout limit of €25, this amount of money was converted from bonus money to real money (which you can clearly see in the game history). The rest of your winnings were confiscated, and you were left to play with winnings of €25.

We don't see anything wrong or unfair here. The casino credited your legitimate winnings, which it seems you've already managed to lose. Please let me know if I have overlooked something, or if there is anything else I could do for you regarding this complaint, otherwise I will be forced to reject it. Thank you for understanding.

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.