Vulkan Vegas Casino - El jugador solicita ayuda.

Good afternoon, I made a deposit of €20 and a deposit of €50 using the code hot500 on vulkan Vegas, when I placed the bets my balance ended and the bonus balance of €25 was used.

With the bonus balance I made more moves and at the moment I have 200 euros which tells me I'm in the bonus balance, which ends in 4 days.

Will this balance stay as the real balance on my account or does that mean I lost all the money I deposited and the bonus balance didn't help me at all?

Boa tarde, fiz um depósito de 20€ e outro de 50 usando o código hot500 no vulkan Vegas, ao fazer as apostas o meu saldo terminou e foi usado o saldo bônus, de 25€.

Com o saldo bônus fiz mais jogadas e neste momento estou com 200 euros que me diz que está no saldo bônus, que termina em 4 dias.

Esse saldo vai ficar como saldo real na minha conta ou isso significa que perdi todo o dinheiro que depositei e o saldo bônus não me ajudou em absolutamente nada?

Dear Álvaro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I tried to find the bonus on the casino website to read the T&C, but unfortunately, I couldn't find it.

However, my best advice here would be to get in touch with the casino and ask them directly. We from Casino.guru do not have access to information about player's casino accounts, therefore support agents are most qualified to answer questions like this. The live chat is available 24/7, I was immediately connected to one of the agents, and all my questions were answered promptly.

Please, let us know if the casino support was helpful.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Álvaro

You may find the information within the general bonus T&Cs (https://vulkanvegas.com/en/bonus-terms):

Each player has two balances - a real and a bonus one. Any bonus is credited to the bonus balance.

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.

Hope this clarifies, otherwise I would suggest speaking to live support that is available 24/7.

Best regards!

Thank you Vulkan Vegas Casino for helping us with this case.

Dear Álvaro,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.