The player from Germany is complaining that part of his winnings disappeared. The player indicated, that his problem was solved, but never confirmed it, therefore we rejected this complaint.
Vulkan Vegas Casino - Player’s winnings went missing.
Amount: €60
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hi.
It is only a difference of 60 euros, but I am simply concerned with the principle.
I deposited 100 euros at Vulkan Vegas about 2 weeks ago. Including a bonus of 100 euros. At Vulkan Vegas you first play with your real money. Here I received free spins at 90 euros and won about 300 euros. I released 200 of them for payment. After that I was able to make a profit again in the further course and was able to release another 100 euros for payment. After that I kept the money in my account because my KYC has not yet been carried out. Now at the end of the evening I had exactly € 600 including the € 100 bonus in my account. I can't get it 100% on the chain like the exact game and credit history was. However, it is certain that I never used the bonus amount. Now I was able to successfully complete the KYC yesterday.
Since my bonus has expired in the meantime, I had EUR 500 real money in my account until yesterday. Now came the mail that my KYC was successful. So my payout in the amount of 200 and 100 have been carried out. After that, however, I only had 140 euros today instead of 200 euros. I have already paid out 140 again. However, 60 euros are still missing here. The Live Chat is of no use because it only works with a translator.
What can I do now?
Automatic translation:
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3 years ago
Dear Gerrit,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to know which bonus you redeemed, please, so I can check the bonus T&Cs. Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).
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
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3 years ago
Translation
Hi.
I think I was able to resolve the problem. I activated the bonus but never used the money from it.
It was probably because you have to make a deposit at least twice. Otherwise there are fees. With payments of 300, 20% fees were added.
In my opinion this is an absolute joke and I don't want to have anything to do with this casino anymore. 20% fee is just a cheek.
Edited
Automatic translation:
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3 years ago
Hello Gerrit,
Do I understand it correctly, that you no longer need our help? Please let me know, so we can continue resolving this case accordingly.
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3 years ago
Dear Gerrit,
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 even if we’ve assumed that the issue has been resolved. Thank you very much for understanding.
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