Vulkan Vegas Casino - Die Gewinne des Spielers wurden nicht gutgeschrieben.

Hello,

Today 10/17/22 I got free spins in chicken drop with my real money.

The prize was 27 euros and a few crumpled.

However, the money was not credited to my account. I exited the game and got a "Bad Gateway" error message.

The money is gone.

Customer service wants screenshots as evidence, which of course I don't have as I wasn't prepared for them.

This twist with the free spins is also not visible in the game transactions.

I'm really disappointed, I've been playing at Vulkan Vegas for a long time and I don't think of something like that.

You should have a little more confidence in your regular players.

Hallo,

Heute, am 17.10.22 habe ich mit meinem Echtgeld Freispiele in chicken Drop bekommen.

Der Gewinn war 27 Euro und ein paar zerknickte.

Das Geld wurde aber meinem Konto nicht gutgeschrieben. Ich hab das Spiel verlassen und eine Fehlermeldung "Bad Gateway " bekommen.

Das Geld ist futsch.

Der Kundenservice möchte Screenshots als Nachweise, die ich natürlich nicht habe, da ich nicht darauf vorbereitet war.

In den Spieltransaktionen ist dieser Dreh mit dem Freispielen auch nicht ersichtlich.

Ich bin echt enttäuscht, ich spiele lange bei Vulkan Vegas und denke mir sowas ja nicht aus.

Seinen Stammspielern sollte man schon etwas mehr Vertrauen entgegnen bringen.

Hello Zockahontas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the game deducted a money for your bet? Did you contact the casino support right away after the issue happen?

Please note that the casino is not responsible for such issues most of time as they are caused by game malfunction, bad internet connection or game provider related issue.

If the bet is not even visible in your game history, probably only the provider could help as the casino has no information about the bet either.

Looking forward to your answer.

Regards,

Nick

Dear Zockahontas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.

The complaint was reopen on the player's request.

Apparently I can't upload the video here, despite the compression.

Since it was the third time and the support told me I had gambled away the free spins despite the evidence, I book it as fraud.

That's not possible. That's the last time I played there and I won't recommend it to anyone anymore.

Anscheinend kann ich das Video hier, trotz Komprimierung, nicht hoch laden.

Da es jetzt das dritte mal war und der Support mir trotz Beweisen sagt ich hätte die Freispiele verspielt, verbuch ich das mal unter Betrug.

Geht gar nicht sowas. Ich hab das letzte mal da gespielt und werde auch niemandem mehr dazu raten.

Please forward any evidence you have to nikolas.b@casino.guru.

Dear Zockahontas

Can you please confirm your issue was resolved, as per our records you've been granted 50 FS on Night Of The Living Tales.

Kind regards

Hello, actually my account was credited with 50 free spins.

A heartfelt thank you!

Hallo, tatsächlich wurden meinem Konto 50 Freispiele gutgeschrieben.

Lieben Dank!

Thank you Zockahontas for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick