The player from Poland claimed that after hitting a bonus in a game, he was kicked out and his balance was reduced by the stake, despite having a screenshot indicating the bonus time. The casino denied that the bonus was recorded. The issue was resolved after the player provided a valid round ID, leading to the compensation of the winnings. The Complaints Team confirmed the resolution and marked the complaint as 'resolved'.
Vulkan Vegas Casino - Player's winnings are confiscated.
Amount: 48 zł
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I played.a game in which I hit a bonus. When the bonus ended, I was thrown out of the game with my balance reduced by the stake. The casino claims that there was no bonus. And I attached a screenshot on which you can see the time matching the game history. But the bonus was not recorded there. 
Automatic translation:
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1 month ago
Dear Zduno777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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1 month ago
Translation
Here is an hour and a rate of 1.6 I think and a photo where 3 amounts give a bonus. And they insist that it wasn't there
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Sensitive attachment
Sensitive attachment
1 month ago
Translation
not this, I uploaded the photo
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1 month ago
Greetings all
The player provided a totally different round ID to support, and there was no win.
Now, that the player provided a valid round ID - we've compensated the win.
Kind regards
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1 month ago
Dear Vulkan Vegas Casino representative,
Thank you very much for getting in touch with us and explaining the player's situation.
Dear Zduno777,
Could you kindly confirm whether you received the winnings from the incorrectly evaluated bet and if your issue has now been resolved?
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3 weeks ago
Dear Zduno777,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
