The player from Germany is highly dissatisfied with promotional maximum cash out rule. We rejected the complaint because the player didn't respond to our messages and questions.
Vulkan Casino - Player complains about maximum cash out rule.
Amount: €1,300
Vulkan Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Vulkan Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Matthias
Unregistered user
Public
4 years ago
Translation
Hello,
I deposited 35 euros and got a bonus for it. With the bonus I went up to around 1400 euros, suddenly my balance was reduced to 150 euros. Apparently there is a limit on winnings with a bonus of 150 EUR? I've never heard that before, I know you have to implement it x, I have too. But I consider a profit limit to be a massive fooling around the customer. I hope for your help
Thank you
Automatic translation:
Public
Head of Complaint Resolution Center
Public
4 years ago
Dear Matthias,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have tried to redeem? Please forward its name or a specific link to [email protected].
Additionally, please forward casino website link, just to make sure that we have the right Vulkan Casino.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
Public
Head of Complaint Resolution Center
Public
4 years ago
Dear Matthias,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
Public
Head of Complaint Resolution Center
Public
4 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
