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I had over €600 and then switched from a €1 stake to €0.90. Upon switching, €450 suddenly disappeared! I was told I had placed a €450 bet! The maximum bet at €0.90 is €90 for free spins! I have screenshots showing that this exact game is swallowing up money when switching stakes.

Ich hatte ü 600 Euro habe dann von 1 Euro Einsatz auf 90 Cent geschaltet beim Umschalten waren plötzlich 450 Euro weg ! Mir wurde erklärt ich hätte eine Wette mit 450 Euro gemacht ! Max wette bei 90 Cent sind 90 Euro für Freispiele! Ich habe Screenshots das genau das Spiel um Umschalten Geld schluckt

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Dear Hewin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino.

To better understand your situation and assist you effectively, could you please provide us with some additional information?

• What game were you playing when the money disappeared?
• Do you have specific screenshots or proof of the transactions related to this incident?
• Can you provide the date and time when the issue occurred?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

The process was described to the employee several times in the chat; I also have screenshots of it!

I had over €600 in my balance, then switched my bet in the game Book of Tut Respin from €1 to €0.90 and bought €90 worth of free spins, and then I saw that I was €450 short! That's what it says in my history! I can't possibly place a €450 bet with €0.90!!!!

I immediately contacted the staff, unfortunately without success!

Out of sheer frustration, I kept playing! When I switched back to Book of Tut Respin with a balance of €70, I suddenly only had a €14 balance left (see screenshot)! The entire incident was described and recorded in several chats! I received no help; instead, I was treated as if I had lost track of things! 😞 I know that every spin is traceable, so please investigate the game Book of Tut Respin.

der Vorgang wurde mehrmals im Chat den Mitarbeiter geschildert haben ich habe auch screenshots davon!

Ich hatte ü 600 Euro Guthaben hatte dann im Spiel Book of Tut Respin von 1 Euro Einsatz auf 90 Cent Einsatz geschaltet und habe für 90 Euro Freispiele gekauft und dann sah ich das mir 450 Euro fehlen ! So steht es auch in der Historie ! Ich kann mit 90 Cent gar keine 450 Euro Wette machen !!!!

habe mich sofort an die Mitarbeiter gewand leider ohne Erfolg !

Ich habe dann vor lauter Frust weiter gespielt ! Als ich dann bei einem Guthaben von 70 Euro wieder auf Book of Tut Respin geschaltet hatte hatte ich das lötzlich nur noch 14 Euro Gutahaben siehe Screenshot ! Der ganze Vorfall wurde in mehreren Chats beschrieben und gespeichert ! Hilfe bekam ich keine wurde eher hingestellt als hätte ich den Überblick verloren ! 😞 Ich weiß das jeder Spin nachvollziehbar ist darum prüfen sie das Spiel Book of tut Respin

Dear Hewin

Thank you for the complaint.

We've requested PragmaticPlay a game round check.

We will revert shortly after receiving their response.

Regards

I would be pleased to receive a positive response soon.

Über eine zeitnahe Positve Nachricht würde ich mich freuen

Greetings, the round has been checked, no errors observed, please kindl yrefer to the screenshots below:

Hope this helps.

Kind regards

No, unfortunately that doesn't help, the free spins were fine too!

Let me explain it again!

On my last spin with a €1 stake, I had a balance of over €600! I then switched to a €0.90 stake and immediately bought €90 worth of free spins, but instead of €90, €450 was deducted (see game history). Please explain to me how a €0.90 stake can result in a €450 bet? €360 is missing! I would like this money back, as it was deducted unlawfully! If this is not possible, I insist that my profile be immediately blocked so that I never, ever again consider playing for even a single euro!

Regards

Nein das hilft leider nicht , die Freispiele waren ja auch in Ordnung !

Ich erkläre es nochmal !

bei meinen letzten Spin mit 1 Euro Einsatz hatte ich ein Guthaben von über 600 Euro ! Ich habe dann auf 90 Cent Einsatz geschaltet und direkt Freispiele für 90 Euro gekauft aber anstatt 90 Euro wurden mir 450 Euro abgezogen ( siehe Spielhistorie) Erklären Sie mir wie man mit 90 Cent Einsatz eine Wette mit 450 Euro machen soll/kann???? Es fehlen also 360 Euro ! Diese hätte ich gerne zurück da sie unrechtmäßig abgezogen wurden! Sollte das nicht möglich sein bestehe ich darauf das mein Profil umgehend gesperrt wird damit ich nie im Leben mehr auf die Idee komme auch nur noch einen Euro zu spielen!

mfg

Even your screenshots clearly show that €450 was deducted for the free spins, and the winnings indicate that the stake was 90 cents! That's quite obvious.

Sogar auf Ihren Screenshots ist es ersichtlich das 450 Euro für die Freispiele abgezogen wurden und anhand der Gewinne sieht man das mit 90 Cent gespielt wurde ! Da haben sie es doch ganz deutlich

Dear Hewin

Sorry, you sound quite proffessional, much more proffessional than PragmaticPlay themselves and managers of the casino.

Would you be so kind to explain "That's quite obvious." in a bit more details?

That would really help during the further investigation. Hence the data log from casino back-office, provider's server clearly indicate exactly what is hown on the screens above.

Kind regards

The screenshots show a bet of €450 (meaning free spins worth €450) at the top. However, with a stake of €0.90, the free spins bet is not €450, but €90! €450 was incorrectly deducted from my balance! If you then look at the individual winnings in the screenshots (on the far right), it's clear that the bet was placed with a €0.90 stake!

To place a bet of 450 euros, I would have had to play with a stake of 4.50 euros, and you can see from the individual winnings that this was not the case.

Auf den Screenshots steht oben Wette 450 Euro ( dh Freispiele für 450 Euro) bei einem Einsatz von 90 Cent gibt es keine Freispielwette von 450 Euro sondern von 90 Euro ! Von meinem Guthaben wurden 450 Euro fälschlicher Weise abgezogen ! Wenn man sich dann auf den Screenshots die Einzelnen Gewinne ( ganz rechts auf der Screenshots) anschaut ist ersichtlich das mit 90 Cent Einsatz gespielt wurde !

um eine Wette mit 450 Euro zu machen hätte ich mit 4,50 Euro Einsatz spielen müssen und das kann man anhand der einzelnen Gewinne sehen das das nicht der Fall war

Since, in your opinion, the matter is apparently settled and you refuse to understand the arguments I have presented, I demand that my account at Vulkan Vegas be immediately deleted/blocked and all my personal data be erased!

Nachdem der Fall ihrer Ansicht nach scheinbar erledigt ist und Sie die von mir gebrachten Argumente nicht verstehen wollen möchte ich das mein Konto bei Vulkan Vegas umgehend gelöscht/ gesperrt wird und alle meine persönlichen Daten gelöscht werden !

Dear Hewin

The investigation is still in progress.

Kind regards

To make it absolutely clear!

Balance 4.70 when I switch to Book of Tut. Balance 94 cents!

As soon as I switch to this game, it eats up my credits without a single spin being made! I can't make it any clearer than that!

um es nochmal deutlich zu machen!

guthaben 4,70 wenn ich auf Book of Tut schalte Guthaben 94 Cent!

sobald ich auf dieses Spiel schalte schluckt es Guthaben ohne das ein Spin getätigt wurde! Deutlicher kann ich es nichtmehr darstellen!

Dear Hewin

What is the coin value set? Is this 0.01eur or 0.05eur?

Please kindly check

Cause if you have the coin value set to 0.05eur (and you do, we are 100% sure) this explains the initial case and the above mentioned case.

Regards

I have no idea what was set when and where!

Please simply delete my profile and personal data!

Thanks

Ich hab keine Ahnung was wann wo eingestellt war !

Bitte löschen Sie einfach mein Profil und die persönlichen Daten !

Danke

Dear Hewin

Hope, we were able to answer and explain your initial request.

The account was blocked along with quite a significant bonus.

Kind regards

Dear Hewin and Vulkan Vegas Casino

Thank you both for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Hewin,

My name is Michal, and I’ve taken over your complaint. I’ve reviewed your case and am ready to continue communicating with the casino team to help clarify the situation and explore what can be done.

From your latest message, it seems you might be feeling uncertain about continuing with the case. I completely understand that these processes can sometimes feel time-consuming or frustrating. Could you please let me know whether you’d like me to keep investigating this further, or if you feel it may not be worth additional time and effort?

I’m here to support you either way and will follow your preference.

This whole thing is too nerve-wracking for me; I had my account blocked and hope that my personal data has also been deleted.

Mir ist das ganze zu Nervenaufreibend ich hab mein Konto sperren lassen und hoffe das meine persönlichen Daten ebenso gelöscht wurden

Dear Hewin,

I understand your feelings. I would greatly appreciate your confirmation regarding whether you’d like me to keep investigating this further or if you would prefer to discontinue it.

I'm looking forward to your clear answer.

You can adjust that, it was the best therapy for me to never play again

Sie können das einstellen, es war für mich die beste Therapie nie wieder zu spielen

Dear Hewin,

While even your second response has not provided a clear answer, as I have kindly requested, it seems evident that you no longer wish to continue with this case, as you would have clearly expressed otherwise.

While we are sorry that we could not offer more assistance in this particular case, we fully respect your decision.

Please remember that you are welcome to reach out to us in the future if you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else. Our team is ready to assist.

If you feel you need our support, we will be here to help.

Best regards,

Michal

Casino Guru