The player from Germany had her winnings capped without further explanation. After a closer examination, we ended up rejecting this complaint as unjustified.
Vulkan Vegas Casino - Player’s winnings have been reduced.
Amount: €365
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
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I made a deposit today and won €400 during the day, so I can continue playing so I can prove this with screenshots and these transaction numbers and during the games the money is suddenly gone and only €8 are left on it and I can't chat achieve and that remains at 8 €
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2 years ago
Additional comments from the player:
"Yesterday I only deposited with a play bonus and there was the maximum amount of money that you get in real life, always at least 150 euros, but mostly 500 or 600 euros.. I had at least 365 euros last time and you take almost everything from me the reason I can keep a maximum of 10 euros from the profit.. I'm sending examples that at least 150 euros can always be kept. I deposited 15 euros and can only keep 8 even though I had at least 360 euros"
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2 years ago
Dear piapurschke26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
Could you please advise which exact bonus you have redeemed?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
I deposited 10 or 15 euros and used a bonus code... In the course of playing I won over 500 euros. After a while the amount went down from 365 euros to 8 euros. When I asked, I was only told that the minimum payout amount was only 10 euros. I've been playing on this portal for a while and always with a bonus code. Either you have this clause to implement the won bonus amount so and so much and even then there are always bonuses in the hundreds range. So when I have converted the amount, it should be at least 150 euros that I can keep. I don't understand why it was only 10 euros
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2 years ago
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I can no longer understand exactly which bonus it was, but volcanic vegas doesn't want to tell me anything either, I just want you to have at least 150 euros
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2 years ago
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This is the smallest money bonus that can be won. And I won almost 500 euros with a deposit
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2 years ago
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And what I just noticed.. I always get a confirmation of a successful deposit. But I can't call up my last one, where the deposit with the profit is also included, and I also wrote volcanic Vegas. They haven't answered me yet
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2 years ago
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Now I found the deposit
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2 years ago
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I asked again in the chat on vulkan and that... really was my bonus 
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2 years ago
Could you please advise the exact date when you activated that last bonus or highlight it on your bonus history? Thank you very much in advance.
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2 years ago
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On April 1st, 2022 at 6 p.m. And I can't see the exact bonus history. They said I won the bonus in the Fortune Dogs game and won the big win in a completely different game and actually you have to wager so and so much and then you have the money, so to speak unlocked in real money. But they say it would only have been a cashout of 10 euros
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2 years ago
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But there is no bonus with so little cash out and I paid in at least 20 and it was never like that before I always have to wager a certain amount of my winnings and I did that
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2 years ago
Dear piapurschke26, Petronela,
Let me put some light on the situation.
The player opts in to tons of bonus offers at VulkanVegas.
The one in specific was a no-deposit free-spins in the game Fortune Dogs on 01-04-2022 16:33 (UTC).
The max cashout from this no-deposit bonus is 10 EUR, which was specified within the bonus card.
10 EUR were successfully credited onto player's real money balance, the remaining 355.29 EUR were forfeited.
Hope this clarifies.
Best regards,
VulkanVegas
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2 years ago
Thank you very much, Vulkan Vegas Casino team, for your reply and clarification.
Dear piapurschke26,
I have seen your bonus history and I agree that it is very confusing as so many bonuses have been redeemed. I believe, even if unintentionally, you have deposited funds into your account but activated a free bonus later, which caused your winnings to be capped. Would you agree with me?
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2 years ago
I'm truly sorry, piapurschke26, but in this case, we are unable to help you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
