Vulkan Vegas Casino - El saldo activo del jugador ha desaparecido.

Hi there,

Today I deposited € 100 with a 100% bonus when my money was just gone, I won a lot again as a bonus balance and then had to implement it. This sum was 4000 €. When shortly before the end I won about 3000 € and with the rest about 3500 € it was suddenly gone when I reached the turnover. I played normally without changing anything and then I only had 100 € on it.

Hallo,

ich habe heute 100€ eingezahlt mit einem 100% Bonus als mein Geld knapp verspielt war, habe ich wieder sehr viel gewonnen als bonusguthaben und musste diese dann umsetzen. Diese Summe war 4000€ Als ich kurz vor Schluss dann ungefähr 3000€ gewann und mit dem Rest noch ungefähr 3500€ war es dann auf einmal weg, als ich dann den Umsatz erreichte. Ich habe ganz normal gespielt ohne irgendwas umzustellen und dann hatte ich nur noch 100€ drauf stehen.

The casino was VulkanVegas

Das casino war VulkanVegas

Dear xKai64,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your bonus winnings have been cancelled while you were playing? Have you received any explanation from the casino? Could you please specify how many days ago you have activated the bonus?

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,

Petronela

That was all yesterday on December 16, 2020 and the bonus win disappeared during the game. VulkanVegas has not responded yet.

Das alles war gestern am 16.12.2020 und während des Spiels ist der bonusgewinn verschwunden. VulkanVegas hat noch nicht geantwortet.

Thank you very much, xKai64, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Vulkan Vegas Casino to join us and help us resolve the player's issue.

Hello xKai64,

As far as I can see you opted for a bonus 100% & 30 free spins at Gonzo Quest + 1 spin at Wheel of Fortune.

The offer was sent to you via e-mail.

The T&Cs of this bonus clearly state that the maximum amount that can be converted to your real money balance - 150 EUR. This very amount was successfully converted on 16.12.2020 18:36:26 (UTC)

Also the T&Cs are duplicated on the bonus card (within the Website)

Also, I was unable to find any e-mails from you or live-chat history.

Hope this clarifies.

Best regards,

Alexanedr

Dear Vulkan Vegas,

Could you please send of some kind of proof of this statement? Like the player's bonus or balance history? Please send it to nikolas.b@casino.guru. Thank you in advance.

Hello, all the details have been sent to nikolas.b@casino.guru

Regards

Dear Kai,

We have received proof from the casino, showing that the bonus you claimed had a maximum of 150€ winnings. However, you claimed in your first response that you have received only 100€, could you please advise if you have received the 50€ rest or only 100€ which you mentioned before? Please also note, that you won't be able to receive all your money as it is clear in the bonus terms that the there is a maximum winning.

I checked again and confirmed that I received the € 150.

Ich habe nochmal nachgeschaut und festges, dass ich die 150€ erhalten habe.

Dear Kai,

As I mentioned before, the bonus you have used had a maximum withdrawal limit. Therefore, the casino did nothing wrong or illegal by cutting your winnings. I'm really sorry that we could not help you more but there isn't anything we can do for you in this case as everything went by their rules. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards

Nick

Casino.guru