The player from Germany is experiencing issues with claiming his winnings. We later found out that the player believed that the value of the wagering requirements was the winnings he was entitled to. However, the casino provided an explanation - after completing the wagering requirements, the player's winnings were transferred to his real money balance in the amount of €1,90.
Vulkan Vegas Casino - Player's withdrawal was rejected.
Amount: €2,708
Vulkan Vegas Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have rarely seen a more obvious scam! On Saturday I started playing in a bonus program with a bet of 50 euros real money and 50 free spins. Earned my bonus balance within three days and exactly when I wanted to convert it to real money, my bonus was gone. My real money was gone too! When I asked in the chat, they said they could only pay me 500, the rest would be forfeited for whatever reason. I agreed with that too, after all it was money won! But this payment was then rejected on the grounds that I first had to use the bonus in full again. There was no mention of this in the terms and conditions. When I asked a little more closely, the chat directly said I shouldn't be cheeky, otherwise there would be an ad, after all everything would be done legally. It's incomprehensible to me and I won't let myself be spit like that. I had only had good experiences with this platform in the past, all payouts went smoothly. I will not accept this scam and will consult a lawyer. People keep your hands off! My player ID is known to VV so I don't have to tell anyone else. I really hope there is another solution.
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2 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? Please, post here the link to offer you redeemed.
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear Daniel, Kristina
In fact, we are very happy that Daniel has made a complaint, since the player's case is way beyond our curiosity.
The above-mentioned description of the situation contradicts the actual technical behavior of the casino platform (Real balance is used for bets first. Only when the amount on the player's real balance equals to zero, he starts playing for bonus money.). Thus "payment was then rejected on the grounds that I first had to use the bonus in full again" - makes absolutely no sense.
We are kindly asking for the date when you received the bonus and the name of the offer.
Thank you in advance!
P.S. The player used 50+ bonus offers during playing at Vulkanvegas, and it's the first time player complains about the bonus issue. Account is fully verified, player had successful withdrawals.
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2 years ago
Translation
Hello Kristina,
I got the bonus through the program "50 free spins in
The Greatest Catch Bonus Buy". I secured the bonus via the following email:
There the bonus conditions were not mentioned.
"Payout was then rejected on the grounds that I had to use the bonus to its full extent first" - makes absolutely no sense. This was the statement of the chat operator Jens, yesterday and the day before yesterday.
The only strange thing is that the new emails with bonus programs - after my complaint - are structured completely differently:
All I know is that I played this bonus program to the full and insist on the payment of €2,708.00 to my real money account. In addition, this same Jens promised me as a support operator that if Vulkanvegas was wrong, she would pay me 5 times as much. I can't get to the chat history, even though it's saved.
greeting
Daniel
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2 years ago
Dear Daniel,
We've found the e-mail offer you received and later -activated ("50 fs in The Greatest Catch Bonus Buy").
For the deposit of at least 15 EUR one receives 50 free-spins in the selected game.
At 30.04.2022 14:24:25 (UTC) you deposited 50 EUR and received the free-spins.
The winnings from the free-spins was 67.70 EUR
The wagering requirement of this bonus is x40
During the wagering, your balance never got any higher than 215.3 EUR
When wagering requirement was met - the amount of 1.90 EUR was transferred to real money balance.
Please kindly advise, why are you referring to €2,708 ?
(Obviously, we are ready to provide with balance journal log upon the request)
Thank you in advance!
Kind regards
P.S. We've also found the operator's response:
"Danke für das Warten! 2.708 € – das ist der Betrag, den Sie umsetzen mussten, damit das Geld auf ein echtes Konto ausgezahlt werden konnte." EN version: "Thank you for waiting! €2,708 - this is the amount you had to wager for the money to be withdrawn to a real account."
I guess this explains the amount disputed🙂
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2 years ago
Translation
I still insist on the conversion to real money.
little tip to Casino Guru:
with 408 complaints against VulkanVegas you should blacklist it.
But I would also like to make a comparison.
Convert half the amount into REAL MONEY and that's it for me!
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2 years ago
Hello everyone,
Thank you Vulkan Vegas Casino for providing the detailed explanation.
Daniel, I am sorry, but I don't understand what half of the amount you mean. If your winnings after you finished the wagering requirements were €1.90, this is the only amount you are entitled to.
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2 years ago
Translation
Hello,
Here is an example image of a bonus program:
This is what it looked like in my played bonus. It only said €2,708 instead of €1,400. So, and this one I had fully played. Once the 100% was reached, the bonus was removed from the list.
In my opinion, the bonus programs are just a joke if they are not fulfilled.
Daniel
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2 years ago
I am not aware of how bonuses are displayed in each existing casino, but to me, this looks like the bar that shows how much wagering you need to do. Again, if your winnings after finishing the wagering requirements were €1.90, there is not much more we could do for you.
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2 years ago
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I thought that foreign scammers would also keep it
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2 years ago
Please understand that we are not siding with the casino, and the casino is not scamming you. The wagering requirements are one of the most basic rules that must be followed when you play with bonuses in online casinos, and the vast majority of bonuses have them.
It is not the value of your winnings you are entitled to. The wagering requirements (in this case €2,708) represent the value of bets you must place in order to qualify for your bonus winnings. Only after they have been met you can withdraw your winnings (which in this case seems to be €1.90).
Unfortunately, after gathering all the necessary information we are rejecting this complaint as 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 and we will try our best to help.
