Home Complaints Vulkan Vegas Casino - Player’s winnings have been voided.

Amount: €2,600

Vulkan Vegas Casino - Player’s winnings have been voided.

8.7/10 Very Good reputation Submitted: 31 Jul 2020 | Case closed : 20 Sep 2020
Our verdict

Unjustified complaint

REJECTED

Case summary

126 days ago - 20 Sep 2020

The player from Germany had his winnings cancelled. We’ve reopened this complaint as per the player’s request. Unfortunately, after gathering all the necessary information we ended up rejecting this complaint us unjustified.

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Good evening here again, I wrote to them again today because there was a lot of stress if there was a possibility I would like to send him the whole screenshots about it now it's as far as I have paid € 50 before that, € 50 extra from they got my 50 € gambled away again then the 50 of them continued to play so I got over 3000 then it went so far that it was at some point 2600 and then the point would have to be reached where it was suddenly 2600 gone and to 150 came and they want to tell me now if I understood correctly that the bonus money was and that was changed to real money and therefore only 150 would have been I don't know how something should go because that has nothing to do with my casino In my opinion, I play in several casinos and I've never experienced such nonsense what should I say as I said I can send him all screenshots if it really was e via e-mail or something like that you can look at what they wrote for stuff and also kidnapped me if you read that then you know what I mean I feel really screwed yes then I wish you a nice evening and I appreciate your reply, Sincerely *** Mike

Automatic translation
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Additional comment from the player:

"It is about my money from now on from 2600 euros to 150 euros true I have played with 5 euros which have already tried to reach in every possible way but no one answers me with pictures like it from the 2600vauf 150 suddenly goes"

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Dear Mike,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Do I understand it correctly that your winnings have been confiscated? You can forward any relevant communication and screenshots to petronela.k@casino.guru. I will be waiting for your reply patiently.

Best regards,

Petronela

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Thank you very much for forwarding all the screenshots, however, I would like to ask you to elaborate a little bit on your issue. Have you redeemed any promotional offer when depositing funds into your account? 

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Thank you very much, Mike, for your reply and for forwarding all the relevant screenshots.

However, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending new emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

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Your cooperation in this matter is highly appreciated. 


PS: Have you redeemed any promotional offer when depositing funds into your account? 

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Dear Mike,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Even if we’ve received many emails from the player, specific questions were not answered. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.


Additional comments from the player:

Under Mike again, I received an email from you that the complaint was rejected, I told him several times, apparently you don't get the email that I have sent him everything I have all the screenshots I told him everything I did I know what else should I do about it I can only tell him the same thing over and over again I need your help It's about 2600 € that have been stolen from me and it can't be that you simply refuse the complaint because I can't give him anything anymore get in touch with them and let them know where this € 2600 has gone, if that's right, what should have happened there, which I do not assume because it has nothing to do with the casino that € 2600 within a second are gone and then I get a bonus of 150 € that is ridiculous please take the complaint again, get in touch with those who can explain themselves and whom n that's right then I accept it then it's bad luck but it can't be right I was cheated, thanks anyway in advance

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Dear Mike,

Have you redeemed any promotional offer when depositing funds into your account? 


Even if we’ve received many emails from you, specific questions were not answered. Therefore, we were not able to proceed with a further investigation or suggest possible solutions.

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Dear Player, Patronela


The bonus that have been used and wagered has a max convert value of 150 euros, that had been successfully credited to the player's real balance.

The T&C of the bonus was available in the bonus card at all time + within the promotional email we clearly specified this information: http://joxi.net/Y2LyOOpC7XYYZA


Kind regards,

Alexander

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Thank you very much, Alexander, for the clarification. Could you please forward any relevant proof that the winnings have been credited or the player’s bonus history? My email address is petronela.k@casino.guru. Thank you in advance.

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We have received an explanation from the casino along with relevant proofs that the player has redeemed a promotional offer via email - 100% bonus on deposit + 50 free spins.

Within email the casino clearly stated that the max cash out from bonus will be 150 euro. The same very info was within the bonus card, that is constantly available to player while meeting the wagering requirements.

The player deposited 50 euros, the bonus got wagered and 150 converted to his real balance, but the player decided to keep on playing and as a result - lost the money.

 

Mike, unfortunately, I can only recommend reading terms and conditions carefully before redeeming any promotional offers to avoid any misunderstandings in the future.

I wish I could be of more help, sadly, there’s not much we can do for you in this matter. Please let me know if there is any additional information that I have overlooked, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

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Dear Mike,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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Unfortunately, after gathering all the necessary information we are rejecting this complaint us 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. We are here to help.