The player from Germany had his winnings cancelled due to breaching promotional terms, however, he claims, the bonus was not activated. We rejected the complaint because the player didn't respond to our messages and questions.
HomeComplaintsVulkan Vegas Casino - Player has been accused of breaching bonus terms and conditions and had his winnings confiscated.
Vulkan Vegas Casino - Player has been accused of breaching bonus terms and conditions and had his winnings confiscated.
Amount: €1,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 years ago
Public
Lukas
Unregistered user
Public
5 years ago
Translation
I won 1000 euros but the casino says I played with higher stakes within a bonus balance but I did not use the bonus you have to activate it in the private area to receive the bonus money. However, I did not do this and did not play with bonus money because of my payment I was blocked and I can no longer open the account ...
Automatic translation:
Public
Head of Complaint Resolution Center
Public
5 years ago
Dear Lukas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked promotional offers, and this is what I found:
"How to receive Welcome Bonus Pack?
1. Sign up and confirm your e-mail or log in to your account.
2. Activate the offer in "Available bonuses" section of your profile."
However, there is another bonus available for registration, before first deposit bonus. No activation is required for this particular bonus, only registration. Please, could you confirm that you have not played with no deposit registration bonus? I hope, we will be able to help you to resolve this issue as soon as possible.
Best regards,
Petronela
Public
Head of Complaint Resolution Center
Public
5 years ago
Dear Lukas,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Head of Complaint Resolution Center
Public
5 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.
