Vulkan Vegas Casino - Бонусний виграш гравця анульовано.

Good day,

I read on the internet that you can help me!

I've played on Vulkan Vegas Casino since January wich i make all KYS verification....i pay and lose a kot of Money more than 2000 euro....but since February i never make deposit...but every month i recive non-deposit bonus around 100 Euro but first i didn't reach X40 playng and i lose him...but this week i received again 100 Euro non-deposit bonus wich ai played X40 and finally i win around 1600 Euro

And of corse i like to make withdrawal and they reject me because my KYC is not complete...they need my bank steatment....i send them this and after few hours they booked my account....and suddenly another mail from one manager wich told me that i brake bonus rules ...so if was true they will not account the money wich was for bet...so i belive they like to cheet me for this bonus...and to take my money...

Dear George-Sergiu,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your bonus history to petronela.k@casino.guru.

Finally, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Could you please clarify which bonus rule has been breached according to the casino?

The maximum bet allowed when playing with bonus money is of 5 EUR/USD/CAD/NZD, 350 RUB, 150 UAH, 500 JPY, 20 PLN/RON, 2000 KZT/HUF, 25 BRL/DKK, 50 NOK per spin (incl. doubling (risk-game)) until your wagering requirements have been completed. The in-game "buy-feature" purchasing counts as a spin. Violation of this rule at any stage of the gameplay regardless of the game outcome will lead to cancellation of all player’s balances (real and bonus balances) and/ or to account closure. The decision is made entirely at the discretion of VulkanVegas administration.

I understand now. If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear GEORGE-SERGIU,

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.

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.