The player from Germany won €40 twice while playing Extra Win X, but these winnings were not credited to his account. The casino got in touch with us and helped us resolve the case.
Vulkan Vegas Casino - Player's winnings have not been credited to his account.
Amount: €80
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I played Extra Win X using real money (stake: €0.2) at Vulkan Vegas on 12/09/2023.
I won €40 each at 13:55 and 14:04. However, these winnings were not credited to my account. Please find the screenshots attached.
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1 year ago
Dear figges1958,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you received no bonus winnings from the spins? Can you please advise if you see your entire casino balance as one sum, or are the funds divided into bonus money and real money? Have you tried reloading the page? Have you contacted customer support regarding this issue?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Dear figges1958
Sorry you've faced issues.
Have you reported this to our 24/7 support? Since we are unable to find any tickets on this.
Thank you in advance!
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1 year ago
Translation
Hello
There was only real money (no bonus money) available. My real money account was also displayed.
For smaller winnings (and also for other games) the winnings were also added to my account.
I didn't find 24/7 support.
Greetings Klaus
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1 year ago
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Hello
I wrote an email to support.
Greetings
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1 year ago
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After a long search, I have now sent the exact transaction ID to the casino.
Unfortunately I don't get an answer. There seem to be more under the ID number: 2765090569182
smaller winnings have not been paid out.
Greetings Figges1958
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1 year ago
When exactly did you send the transaction ID to the casino? I believe you will receive your answer soon.
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1 year ago
Translation
I'm just being held back here
My first email was the exact information about the date, time and game.
Then I should contact support.
It required an exact transaction ID
After searching for a long time, I sent this to support.
No answer for a long time.
Then an answer about the active games currently being played. (not true)
It wasn't like that.
Last email.
"The game round 2765090569182 was played at 4:54:37 (UTC). In this game round you won 1.60 EUR."
I sent them a screenshot.
I won't be taken for a fool.
I'll look into legal options.
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1 year ago
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Quote from Vulkancasino:
Hello!
There cannot be multiple games under one game round number. He is unique. ID numbers you provided are without errors.
That's not true.
I found 11 games under a game round number.
see Appendix:
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1 year ago
The game round numbers in your screenshots are incomplete, that's why they look the same. The three dots signify that you do not see the entire number. The last digits not shown in the picture will be different.
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1 year ago
Translation
Behind the 3 points are the same numbers in 11 game rounds.
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1 year ago
Dear figges1958
Thank you for the detailed explanations above. Give us 48 hours. We will speak to the game developer and revert.
Thank you for your patience.
Kind regards
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1 year ago
Dear figges1958
Once again, thank you for providing the screenshot above.
It appears, at the time you were playing, the game provider was conducting a production maintenance and they confirmed, there might be issues with crediting the game result.
Happy to inform, the amount of 80 EUR has been credited + 20 EUR as a bonus for inconveniences caused.
Since you have a gambling addiction, we've applied the gambling limits. We are kindly asking you to request the withdrawals.
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1 year ago
Hello,
We'd like to confirm that the player received the payout amounting 100 EUR.
Now the account is permanently blocked.
Regards
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1 year ago
Dear Vulkan Vegas Casino representative, thank you very much for the information.
Dear figges1958, can you please confirm that you received your payout and this complaint may be closed? Thank you.
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1 year ago
Translation
Hello
Amount has been transferred.
Thank you for your help.
greeting
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1 year ago
Dear figges1958,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
