Vulkan Vegas Casino - Jogador questiona o valor máximo que pode ser sacado após cumprir os requisitos de apostas dos bônus.

Hello guru team,

I have a problem at Vulkan Vegas with the so-called maximum payout amount after successfully wagering the bonus amount 40 times.

This is the second time in a short period that I have used a bonus under the following conditions:

Maximum payout (bonus money and free spins): x5 of the winnings amount.

The minimum deposit was €45,- 100% bonus.

I deposited €50 and received a 100% bonus of €50. I have met the wagering requirements, and the free spins are still unused.

Therefore, in my opinion, the maximum payout amount after wagering 40 x 50 euros (2000) is 2000.

to 250 euros (5 x bonus amount, i.e., 5 x 50 euros)

However, with an active bonus, a maximum payout amount of only 150,- is shown.

There was no help available in the chat either; the woman insisted on the displayed maximum payout of €150. Unfortunately, even after activating a bonus, the terms and conditions can no longer be accessed.

Do I now have to photograph the terms and conditions of every bonus to have proof of purchase?

Or am I calculating the maximum payout amount incorrectly?

Request for assistance.

Kind regards

Michael

Hallo guru-Team,

ich habe bei Vulkan Vegas ein Problem mit der sogenannten maximalen Auszahlungshöhe nach erfolgreicher Umsetzung des Bonusbetrages 40-fach.

Es ist bereits das 2. Mal in kurzer Zeit das ich einen Bonus genutzt habe mit folgenden Bedingungen:

Maximale Auszahlung (Bonusgeld und Freispiele): x5 des Gewinnbetrags.

Die Mindesteinzahlung waren Euro 45,- 100% Bonus.

Ich habe Euro 50,- einbezahlt und somit einen Bonus von 100% also 50,- Euro erhalten. Die Umsatzbedingungen habe ich erfüllt, die Freispiele sind noch unbenutzt.

Somit beläuft sich der Maximale Auszahlungsbetrag nach umsetzten von 40 x 50 Euro (2000) meines erachtens 

auf 250 Euro (5 x Bonusbetrag sprich 5 x 50 Euro)

Beim aktiven Bonus wird jedoch ein maximaler Auszahlungsbetrag von nur 150,- abgezeigt.

Auch im Chat gabe es keine Hilfe, die Dame pochte auf die angezeigten 150,- maximale Auszahlungshöhe. Leider kann man auch nach Aktivierung eines Bonus nicht mehr auf die T&C zugreifen.

Muss ich nun jedes mal die T&C eines Bonus fotografieren damit ich einen Beleg habe um dies zu beweisen,

Oder berechne ich den maximalen Auszahlungsbetrag falsch ???

Mit der Bitte um Hilfestellung.

Freundliche Grüße

Michael

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of the marketing offer you took advantage of?
• Could you please share the communication in which the maximum cashout of 150€ was justified to you?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I can't take a screenshot after activating the bonus. The terms and conditions are no longer displayed. I actually wanted to know if I'm correct about the maximum payout being €250 and not just €150?

In the future, I will take a screenshot of every bonus offer beforehand as proof. If this happens again, I will contact you with a screenshot of the terms and conditions.

Thanks and regards

Michael *****

Hallo, ein Screenshot nach Aktivierung des Bonus ist nicht möglich. Die t&c werden nicht mehr angezeigt. Ich wollte eigentlich wissen ob ich recht habe mit den 250 maximaler Auszahlung und nicht nur 150?

Ich Zukunft werde ich von jedem Bonusangebot vorher ein Screenshot als Beleg machen. falls das nochmal passieren sollte, melde ich mich dann mit Screenshot der terms & conditions.

Danke und Gruss

Michael *****

Dear mikshocked

Sorry to hear about your issue

Can you please let us know the exact time of activation of the bonus, bonus name and if you read all the T&Cs of the bonus?

Thank you so much for your assistance in advance!

This is the following bonus, activated on April 3, 2026.

T&C: Usage: 40 times

Maximum bonus = €300

Maximum payout (bonus money and free spins): x5 of the winnings amount.

There is also nothing to the contrary in the general terms and conditions.

For me, that means a deposit of €50 gets a 100% bonus, so also €50, this x 5 = €250.

Maximum payout amount, not €150.

I always read the terms and conditions, as there are some with a maximum payout of x3, but I only ever use the ones with 5x!

Regards, Michael

Es handelt sich um folgenden Bonus, aktiviert am 03.04.2026

T&C: Einsatz: 40-fach

Maximaler Bonus = 300 €

Maximale Auszahlung (Bonusgeld und Freispiele): x5 des Gewinnbetrags.

Es steht auch nichts gegenteiliges in den allgemeinen AGB.

Heißt für mich bei Einzahlung von 50,- einen Bonus von 100%, also auch 50,-, dieser x 5 =250,-

maximaler Auszahlungsbetrag und nicht 150,-

Ich lese die T&C immer, da es auch welche mit maximaler Auszahlung x3 gibt, ich nutze immer nur die mit 5x !

Gruss Michael

Dear mikshocked

Unfortunately, that does not work that way.

When you get free spins and winnings from them - a dedicated bonus balance is created with individual bonus wagering requirements.

The same for money bonus - also a dedicated bonus balance is created with the individual wagering requirements.

So, the term "x5 of the winnings amount" concerns every bonus balance individually.

It has always been like for 7-8 years...

Hope this clarifies.

Kind regards

So the free spins were unused, and my €50 bonus balance was displayed as €50 bonus money. I wagered this 40 times. Why then 150 and not 250????????

Also die Freispiele waren unbenutzt, mein Bonusguthaben 50 Euro wurde auch so als 50 Euro Bonusgeld angezeigt. Diesen habe ich ich 40 mal umgesetzt. Wieso dann 150 und nicht 250????????

Dear mikshocked

So on 02.04.2026 20:56:08 (UTC) you received a money bonus in the amount 50 eur.

According to T&Cs - the max cashout from the money bonus is 150 eur (fixed)

But you are right, there is a typo in description. You will be compensated accordingly, thank you for your attentiveness!

Best regards

That's very kind, thank you so much. The credit has already been added.

Best regards

Michael *****

Super nett und vielen Dank. Das Guthaben ist bereits da.

Viele Grüße

Michael *****

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mikshocked,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas