Vulkan Vegas Casino - El retiro del jugador fue rechazado.

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.

Eine offensichtlichere Betrugsmasche hab ich selten erlebt! Am Samstag habe ich mit einem Einsatz von 50,-Euro Echtgeld und 50 Freispielen in einem Bonusprogramm begonnen zu spielen. Hatte innerhalb von drei Tagen mein Bonusguthaben erspielt und exakt in dem Moment, in dem ich es als Echtgeld umwandeln wollte, war mein Bonus nicht mehr vorhanden. Auch mein Echtgeld war weg! Auf Nachfrage im Chat hieß es, man könne mir lediglich 500,- auszahlen, der Rest würde warum auch immer verfallen. Auch damit war ich einverstanden, schließlich war es gewonnenes Geld! Aber auch diese Auszahlung wurde dann abgelehnt mit der Begründung, dass ich den Bonus erst wieder voll einsetzen müsse. Davon war in den AGB´s zuvor keine Rede. Als ich ein wenig näher nachfragte hieß es von Seiten des Chats direkt ich solle nicht frech werden, sonst käme es zu einer Anzeige, es würde schließlich alles auf legalem Wege laufen. Es ist für mich nicht nachvollziehbar und ich werde mich nicht so abspeißen lassen. Früher hatte ich nur gute Erfahrungen mit dieser Plattform gemacht, alle Auszahlungen gingen reibungslos über die Bühne. Ich werde diesen Betrug nicht hinnehmen und mich bei einem Rechtsanwalt informieren. Leute lasst die Finger weg ! Meine Spieler-ID ist VV bekannt, so dass ich diese nicht noch einem mitteilen muss. Hoffe sehr, dass es noch eine Lösung gibt.

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

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.

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

Hallo Kristina,

ich habe den Bonus über das Programm "50 Gratisdrehs in

The Greatest Catch Bonus Buy" gespielt. Über folgende Mail habe ich mir den Bonus gesichert:

Dort wurden die Bonusbedingungen nicht erwähnt.

" Auszahlung wurde dann mit der Begründung abgelehnt, ich müsste den Bonus erst wieder voll ausnutzen " - macht absolut keinen Sinn. Diese war die Aussage des Chatoperator Jens, gestern und vorgestern.

Komisch ist nur das die neuen Emails mit Bonusprogrammen -und zwar nach meiner Beschwerde- vollig anders aufgebaut sind:

Ich weis nur das ich dieses o.g. Bonusprogramm voll gespielt habe und auf die Auszahlung von 2.708,00 € auf mein Echtgeldkonto beharre. Zudem wurde mir von eben diesem Jens als Supportoperator zugesagt, wenn Vulkanvegas falsch läge, würde sie mir das 5fache zahlen. An den Chatverlauf -obwohl gespeichert- komme ich nicht mehr ran.

Gruß

Daniel

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🙂

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!

Ich beharre weiter auf die Umwandlung in echtgeld.

kleiner Tipp an Casino Guru:

bei mittlerweile 408 Beschwerden gegen VulkanVegas solltet ihr es auf die schwarze Liste setzen.

ich würde mich aber auch auf einen Vergleich einlassen.

umwandlung des hälftigen Betrages in ECHTGELD und die Sache ist für mich erledigt!

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.

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

Hallo,

hier ein beispielbild eines Bonusprogramms:

So sah das in meinem gespielt Bonus aus. Nur statt 1.400 € stand dort 2.708 €. So, und diesen hatte ich vollgespielt. So wie die 100 % erreicht waren, wurde der Bonus aus der Liste gelöscht.

in meinen Augen sind die Bonusprogramme nur verarsche wenn diese nicht erfüllt werden.

Daniel

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.

I thought that foreign scammers would also keep it

Hab mir gedacht das ausländische Betrüger zusätzlich halten

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.