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Good afternoon,

On 01/07 I made a deposit of 50 euros and I was given 50 euros of bonus. I played a game called "Toki time" until my bonus ran out and I got the balance of 50. The platform itself warned me that with the moves I had made, my bonus balance was over and that from now on I would only bet the money "real". So I left that game and tested some in a demo version and left the site to go back and play another day. Behold, today (07/13) I enter the platform and I am surprised to see my balance reset. I managed to access something called "game transactions" in which they reverse the situation, saying that the balance used was "real". Anyway, do not proceed because I did not exceed the deposit + bonus amount to have the balance equal to 0.00. It gives me a bad impression of that casino, I hope you can help.

Boa tarde,

No dia 01/07 fiz um depósito de 50 euros e foi-me concedido 50 euros de bônus. Joguei um jogo chamado "Toki time" até meu bônus acabar e fiquei com o saldo de 50. A própria plataforma me avisou que com as jogadas que eu tinha feito, meu saldo bônus tinha terminado e que a partir de agora iria apostar só o dinheiro "real". Saí então desse jogo e testei alguns em versão demo e sai do site pra voltar e jogar outro dia. Eis que hoje (13/07) entro na plataforma me surpreendo em ver meu saldo zerado. Consegui acessar algo chamado "game transations" no qual eles invertem a situação, falando que o saldo utilizado foi o "real". De qualquer forma, não procede pq eu não excedi o valor depósito + bônus para ter o saldo igual a 0.00. Isso me passa uma péssima impressão desse casino, espero que possam ajudar.

Dear Lucicats,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://vulkanvegas.com/en/bonus-terms:

"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."

"Any bonuses and gift free gift spins (free spins) are available for wagering within 5 days. If after this period any of the bonuses is not wagered, they will be automatically voided. The exception is those bonuses whose validity period is indicated in their detailed conditions."

Could you please advise if you have completed wagering requirements withing 5 days?

Looking forward to hearing from you. I believe we will be able to help you to resolve your problem as soon as possible.

Best regards,

Petronela

Dear Lucicats,

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.