Vulkan Vegas Casino - Las ganancias del jugador no han sido acreditadas en su cuenta.

I played Extra Win X using real money (stake: €0.2) at Vulkan Vegas on 12/09/2023.

I won €40 each at 13:55 and 14:04. However, these winnings were not credited to my account. Please find the screenshots attached.

Ich habe am 12.09.2023 bei Vulkan Vegas mit Echtgeld (Einsatz: 0,2€) Extra Win X gespielt.

Dabei habe ich um 13:55 und um 14:04 je 40€ gewonnen. Diese wurden aber nicht meinem Konto gutgeschrieben. Screenshots sind in der Anlage.

Dear figges1958,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you received no bonus winnings from the spins? Can you please advise if you see your entire casino balance as one sum, or are the funds divided into bonus money and real money? Have you tried reloading the page? Have you contacted customer support regarding this issue?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear figges1958

Sorry you've faced issues.

Have you reported this to our 24/7 support? Since we are unable to find any tickets on this.

Thank you in advance!

Hello

There was only real money (no bonus money) available. My real money account was also displayed.

For smaller winnings (and also for other games) the winnings were also added to my account.

I didn't find 24/7 support.

Greetings Klaus

Hallo

Es war nur noch Echtgeld ( kein Bonusgeld ) vorhanden. Mein Echtgeldkonto wurde auch angezeigt.

Bei kleineren Gewinnen ( und auch bei anderen Spielen) wurde der Gewinn auch zu meinem Konto addiert.

Den Support 24/7 habe ich nicht gefunden.

Gruß Klaus

Dear figges1958

The 24/7 live chat is located pretty much everywhere around the website.

Regards

Hello

I wrote an email to support.

Greetings

Hallo

Ich habe dem Support eine Mail geschrieben.

Grüße

After a long search, I have now sent the exact transaction ID to the casino.

Unfortunately I don't get an answer. There seem to be more under the ID number: 2765090569182

smaller winnings have not been paid out.

Greetings Figges1958

Ich habe dem Casino nach langem Suchen die genaue Transaktions-ID jetzt übermittelt.

Bekomme leider keine Antwort. Unter der ID-Nummer: 2765090569182 scheinen noch mehere

kleinere Gewinne nicht ausbezahlt worden zu sein.

Gruß Figges1958

When exactly did you send the transaction ID to the casino? I believe you will receive your answer soon.

Am 18.09.2023 - 7:44

I'm just being held back here

My first email was the exact information about the date, time and game.

Then I should contact support.

It required an exact transaction ID

After searching for a long time, I sent this to support.

No answer for a long time.

Then an answer about the active games currently being played. (not true)

It wasn't like that.

Last email.

"The game round 2765090569182 was played at 4:54:37 (UTC). In this game round you won 1.60 EUR."

I sent them a screenshot.

I won't be taken for a fool.

I'll look into legal options.

Hier werde ich nur hingehalten

Meine 1. Mail waren die genauen Angaben über Datum- Zeitpunkt und Spiel.

Dann sollte ich mich an den Support wenden.

Der verlangte eine genaue Transaktions-ID

Nach längerem Suchen habe ich diese an den Support geschickt.

Lange keine Antwort.

Dann eine Antwort über die zur Zeit gespielten aktive Spiele. (stimmt nicht)

War nicht so.

Letzte Mail.

"Die Spielrunde 2765090569182 wurde um 4:54:37 (UTC) getätigt. In dieser Spielrunde haben Sie 1.60 EUR gewonnen. "

Ich habe denen ein Scrennshoot geschickt.

Ich lasse mich nicht für dumm verkaufen.

Werde rechtliche Wege in Augenschein nehmen.

Quote from Vulkancasino:

Hello!

There cannot be multiple games under one game round number. He is unique. ID numbers you provided are without errors.

That's not true.

I found 11 games under a game round number.

see Appendix:

Zitat Vulkancasino:

Hallo!

Unter einer Spielrunden Nummer kann es nicht mehere Spiele geben. Er ist einzigartig. Von Ihnen angegebene ID-Nummern sind ohne Fehler.

Das Srtimmt nicht.

Ich habe unter einer Spielrunden Nummer 11 Spiele gefunden.

siehe Anhang:

The game round numbers in your screenshots are incomplete, that's why they look the same. The three dots signify that you do not see the entire number. The last digits not shown in the picture will be different.

Behind the 3 points are the same numbers in 11 game rounds.

Hinter den 3 Punkten sind bei 11 Spielrunden dieselben Nummern.

Dear figges1958

Thank you for the detailed explanations above. Give us 48 hours. We will speak to the game developer and revert.

Thank you for your patience.

Kind regards

Dear figges1958

Once again, thank you for providing the screenshot above.

It appears, at the time you were playing, the game provider was conducting a production maintenance and they confirmed, there might be issues with crediting the game result.

Happy to inform, the amount of 80 EUR has been credited + 20 EUR as a bonus for inconveniences caused.

Since you have a gambling addiction, we've applied the gambling limits. We are kindly asking you to request the withdrawals.

Hello,

We'd like to confirm that the player received the payout amounting 100 EUR.

Now the account is permanently blocked.

Regards

Dear Vulkan Vegas Casino representative, thank you very much for the information.

Dear figges1958, can you please confirm that you received your payout and this complaint may be closed? Thank you.

Hello

Amount has been transferred.

Thank you for your help.

greeting

Hallo

Betrag wurde überwiesen.

Vielen Dank für ihre Mithilfe.

Gruß

Dear figges1958,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru