Complaints

When gambling at VulkanBet, the possibility may arise where you experience an issue, against our best efforts to the contrary. Should this be the case, our customer services team will promptly do their utmost within their remit for such issues to be resolved as quickly and efficiently as possible, however, should you feel that our team has not delivered a level of service and/or resolution you would expect to be satisfactory from an establishment with our service standards, we also provide several alternative means for you to seek a resolution.

In the form below, we offer you the opportunity to directly contact our entire senior management team in order to refer them to the issue you have experienced with our Customer Support representatives. This form will ensure that your complaint reaches our decision makers with highest possible priority, and we maintain that your request will be replied to within 24 hours if it is made between Monday and Friday from 8:00AM to 5:00PM CET.

Please use a valid Email Address in order for us to answer back.


If you have any documentation that you would like to attach, please do that here.




Bonuses

  • Questions about bonus availability and eligibility


    Eligible offers applicable for your next deposits can be found in the ‘My rewards’ section of your account.

    If you claimed a bonus and are unable to see the funds in your active bonus balance, make sure that this bonus is set as ‘Primary’ after you claim it, in case that you have more than one bonus active.

  • I would like to request a complimentary bonus


    Our player loyalty team reviews player accounts daily and where applicable, credits complimentary bonuses for any losses for recent gameplay.

    Please note that complimentary bonuses may not be requested through the disputes/complaints section.

  • Free Spins crediting and allocation


    Active Free spins packs may be found under the ‘My Rewards ‘section of your account.

    Within this area, you may view the link to the offer’s terms and confirm several offer highlights, such as the applicable games.

    To make use of any available free spins simply launching the applicable game after triggering the offer.

    On occasion, new players may be entitled to no-deposit free spins signup offers when registering through partner sites. If you are a new player that registered through this route and are unable to make use of the no-deposit spins as described above, this may be due to one of the following reasons:

    • The partner offer is no longer valid, even though the offer was still visible on their site at the time of your registration.
    • The no-deposit offer is not available for your country of residence.

    If any of the above reasons happens to be the cause, we will unfortunately be unable to assist further.

  • Bonus Terms & Conditions


    Real funds are always used prior to bonus funds. Bonus funds will always only be used once you have fully exhausted your real funds. Kindly note that any withdrawal request will result in the automatic forfeiture of any bonus funds that you may have.

    Not all games are available to play with bonus funds. For more information on the list of eligible games, kindly check the relevant terms of the offer. Also keep in mind that depending on the deposit method that you used, there is a maximum bet limit when using bonus funds. Exceeding the bet limit may result in the voiding of any bets, and thus, any wins accumulated as a result.

Games

  • Session RTP (Return to player)


    We take pride in offering an array of games supplied by best of providers. In order to guarantee the fairness in results and safe-guard players independent third-party providers regularly review these, which means that our casino holds no control over such pay-outs.

    If wish to obtain your personal RTP for a particular session or overall, please contact our customer service via email to support@vulkanbet.com and we’ll be happy to send this over.

    Game factory RTP is based on the games entire lifecycle which is guaranteed through lab testing which typically consists of millions of rounds of testing. There are many factors that can influence session RTP such as bet size and game volatility, so please be mindful of these variables.

  • Issues loading games


    If you are using an Apple device, kindly load the site using the Google Chrome browser as some games do not support Safari. Should you be using a non-Apple device such as an Android phone or Windows PC, kindly try clearing your browser’s stored cache & cookies. Otherwise, please try using alternative devices and/or browsers.

  • "Bets are not accepted" error during gameplay


    This error may often appear due to a gameplay lock function being temporarily active on your account. This may be due to a number of reasons, so kindly take a look in your email inbox for any updates sent from our end.

    Should there be no communication from ourselves about this, please contact our Customer Service team for further assistance.

Payments

  • Deposits getting declined


    Kindly ensure that you have a sufficient balance in your account to be able to cover the amount you are attempting to deposit. If there are sufficient funds and you are still facing technical difficulties, we encourage you to get in touch with our Customer Service team via chat or email.

  • Issues with Trustly payments


    Trustly have a pre-approval cap which means that if you deposit above a pre-defined amount your deposit may not instantly be credited your Casino account. In such cases kindly allow 24-48 hours for the deposit to be credited to your account. Unfortunately, this is a Trustly safety feature which we do not have any control over, so we would not be able to speed up the process of increase the cap.

  • Delayed withdrawals


    If you requested a withdrawal you can rest assured that this will be in our payout queue. We always aim to pay out your withdrawal as soon as possible however this very much depends on our queues at the time of your request. Should you have any questions about your withdrawal, kindly contact our Customer Service team via our live chat service.

  • Commission charged on transactions


    If you requested a withdrawal and have not wagered your deposit at least twice, there will be a commission applied as per T&C 9.21.

    The amount will automatically be deducted from your withdrawal total following your confirmation.

Verification

  • Length of verification process


    We will always aim to verify your account as soon as possible. To help us verify your account in as short a period as possible be sure to send your KYC documents in the format requested on our KYC page. We will contact you should we encounter any difficulties during the verification process as well as notify you when the process is complete.

  • Issues uploading documents for verification


    If you are having difficulty uploading KYC documents, try using the Google Chrome browser if you are an Android/PC user and Safari is you are on an Apple device. You may also try uploading your documents using a different machine if the problem persists. If you are unable to resolve the issue, kindly contact our Customer Service team via live chat.

Technical

  • I can’t register an account


    Your registration may be blocked if you already have an existing account at the Casino. It is forbidden to have more than one account per person at the Casino as per our general terms and conditions.

    It is also important to make sure you are not using any VPNs or attempting to mask your IP in any way.

  • I can’t log in to my account


    If you are having trouble logging in, please ensure that you are using the correct login details and that there are no active restrictions set on your account, such as account closure, break or self-exclusion.

    Upon a number of failed login attempts, your account will be temporarily blocked for security reasons. Should this be the case, you may reset your password by following the steps required and/or waiting 30 minutes before trying again.

    It is also important to make sure you are not using any VPNs or attempting to mask your IP in any way.

  • I have deposited but now I’m unable to place any bets on games


    In some instances, we may need to verify your identity prior to allowing bets to be placed on your account. Should this be the case, you will be prompted to verify your account once you attempt launch a game.

    Please follow the on-screen instructions to submit the correct documents needed to verify your account.

  • I forgot my password


    You can reset your password by clicking on the Login icon and selecting the "Forgot Password" option.

    As part of the process you will be asked to enter the email address you used to register your account with, following which you will receive an automated email to reset your password.

  • Password recovery email


    Once you complete the steps required to reset your password you will receive an email with the recovery link. This should be instant, but should it not be the case, kindly allow 15 minutes before attempting again.

    If you do not receive the email containing the link, please check your spam folder as in some cases it may automatically be tagged as spam by your email provider. Should you still not receive the email, kindly contact our Customer Service who will look into the matter.

  • Some functions of the site aren’t working


    Should the site not be functioning correctly on your device, try clearing your browser’s cache & cookies. Should the issue persist, try using a different device or browser. If you require further assistance, please contact our Customer Service team.

Security

  • Why was my account closed?


    As part of the account closure process, we will send you an email outlining the reasons behind the closure of your account. Kindly check your inbox for this email.

  • Will my deposit be refunded?


    This will be stated in the email we sent you informing you that your account was closed. If there is no mention of a refund, then no refund will be issued as you would not have been eligible for one.

  • How can I dispute the closure of my account?


    This depends on the reason why your account was closed. Should you wish to discuss this, please contact our Customer Services team who can be reached via chat or email.

Other

  • Unsubscribing from promotional messages


    Should you wish to stop receiving marketing material from us, kindly log in to your account. Once in the ‘My Account’ section you will find the option to unsubscribe from our mailing list. Always remember to save changes at the bottom of the page.

    Should you encounter any technical difficulties with this, you may also contact our Customer Service team who will be happy to look into the matter further for you.

  • Availability of customer service


    Our Customer Service team are available from 8.00 am until 1.00 am (CET) to assist you with any query you may have. Should you require out-of-hours assistance, kindly email us at support@vulkanbet.com and we will do our best to get back to you as soon as possible.

If you cannot find the answer to your question above, you can get in touch with us below.

Get in touch

Should you feel that your issue has not been resolved by our management or staff, we invite you to lodge the complaint with our official Regulatory bodies.


Promediate

ProMediate operates a consumer mediation service, certified by the Gambling Commission. ProMediate’s role is to help to resolve complaints through conciliation and mediation. The service is independent. Using the service is voluntary. If you can, it is usually best to phone or email and you should say that you have received this deadlock email and wish to use the service.

File A Complaint

Finally, should you find that the above dispute resolution avenues do not perform to your satisfaction, be it in terms of speed of resolution or decision making process, we also offer you several alternative dispute services who are operated by some of the most reputable fair play advocacy websites online today.


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Online Dispute Resolution

Online dispute resolution is a branch of disputes resolution which uses technology to facilitate the resolution of disputes between parties. It primarily involves negotiation, mediation or arbitration, or a combination of all three. In this respect it is often seen as being the online equivalent of alternative dispute resolution (ADR). However, ODR can also augment these traditional means of resolving disputes by applying innovative techniques and online technologies to the process

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