The player from Germany had experienced issues with withdrawals totaling just under €1,000, which were returned by his bank due to the payment provider's disapproval of casino transactions. While six out of eight transactions had been refunded, the player was still waiting for the remaining two, and communication with customer service had led to inconsistent responses since January 10th. After extended discussions, the casino confirmed that the missing €50 had been credited, resolving the player's complaint. We marked the issue as resolved.
V.Vegas Casino - Player's withdrawals have been delayed.
Resolved
Our verdict
Case closed
Amount: €300
V.Vegas Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
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I had several withdrawals totalling just under €1000, spread across 8 transactions. These were directly returned by my bank because the payment provider is not approved for casino transactions in Germany. I then showed the casino the account statements and a statement from my bank to verify that I never received the funds. All but 2 transactions were refunded, and each time I speak with a staff member in the chat, I get a different story. They have been telling me since January 10th that their specialists are working on it. When I offered to provide a current account statement as proof that I still haven't received these 2 payments, I was repeatedly told: "No, we already have it" 🤷🏻♂️. They are simply not being honest with me about what the real issue is, claiming that they have thousands of inquiries and that I must wait a long time, etc. Why don't they resolve my case quickly? 6 out of the 8 transactions were credited back to the casino (all transactions were on the same day!)
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1 year ago
Dear yb9hngz6qt,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your withdrawals.
To help us better understand and assist with your case, could you please provide the following details:
- The exact dates and amounts of the two missing transactions that were not refunded.
- Copies or screenshots of any communication you’ve had with the casino regarding these transactions.
- A copy of the account statement or evidence showing the funds were not received (if available).
If you’ve already gathered any relevant documentation or communications, you can forward them to me at petronela.k@casino.guru for further review.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
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1 year ago
TranslationI strongly assume that the casino is not doing anything else or is not telling me everything that is going on. Many of the employees in the chat don't even know/see what I have been talking about for so long. They don't seem to have access to any information. I often have to tell everything from the beginning again, sometimes they just close the chat etc.
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1 year ago
Translationto my question why these 2 transactions were not made: because it is so!!
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1 year ago
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here is the statement: two remain open... you can interpret it however you want...
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1 year ago
TranslationHere you can easily see that the employee does not see a ticket, he absolutely needs the Trans-ID ... which is in the ticket, it is the reason for the ALLEGED ticket
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1 year ago
TranslationI have just received confirmation of the auto return from the bank for each payout!
And with the second booking from the top, this is probably the reason for the support team playing around with time: the €250 booking, supposedly made on January 7th, was only made on January 13th!! I assume that this is perhaps why they wanted to wait for confirmation from the service provider that the money had been received and didn't have the courage to tell me.
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1 year ago
Translationsales for the relevant period
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1 year ago
TranslationAfter a week of regular inquiries in the support chat, it seems to have been deactivated for my account?! Is that technically possible? As soon as I log out, I can use the chat normally, but as soon as I log in, the button is not clickable. I tried it on my mobile and desktop with the same result. I'm really at a loss for words... 🤦🏻♂️
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1 year ago
TranslationChat has been activated again. Even today, January 18th, the employees are avoiding any questions about the expected duration of the problem. The ticket has supposedly been with the service provider since January 10th. The payouts were made on 6/7.
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1 year ago
TranslationNow the casino is completely ignoring me and is telling me to file a complaint on Casino-Guru... they probably already found out about it and are now offended...
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1 year ago
Dear yb9hngz6qt
At trustpilot we briefly explained, that the issue was raised to PSP, we are also expecting their resolution.
Meanwhile, you were granted a free bonus, that you agreed to receive from the casino.
Thank you for your patience.
Regards
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1 year ago
Dear yb9hngz6qt,
Thank you for your update.
Please note that the casino has confirmed they are actively working on your case and have raised the matter with their payment provider (PSP). Unfortunately, these investigations can take time, as the casino is reliant on the PSP to locate and confirm the missing payments.
I kindly ask for a little more patience while the process is ongoing. I assure you that we will keep an eye on the case and intervene if needed to ensure it moves forward.
Additionally, while I completely understand your need for updates, sending multiple messages daily may not expedite the resolution—in fact, it can sometimes slow things down as it diverts attention from resolving the issue to responding to messages. I recommend waiting a few days between follow-ups to allow the casino, PSP and us to process your request.
Please keep me informed if you receive any new updates or communication from the casino.
Thank you for your understanding and cooperation.
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1 year ago
TranslationYes, I'm just surprised that only one of the two payments was found... and strangely enough, the last one doesn't appear...
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1 year ago
TranslationIt now seems to me as if it is only being looked at sporadically or is being deliberately played for time just to harass people. As I said, one of the two payments was found and the other was not... They have my account details, the amount, transfer ID, date of the chargeback and they can't find it?!? I beg you...
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1 year ago
TranslationAnd of course nothing else has happened... this ticket for the PSP was created long before this post here on Casino Guru. It's been exactly 2 weeks now!
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1 year ago
Dear Vulkan Vegas Casino Team,
Thank you for your message and for clarifying that the issue has been raised with the PSP. We completely understand that this situation is not within your direct control and appreciate the steps you’ve taken so far to address the matter.
We would like to kindly ask if there have been any updates or progress from the PSP regarding the delayed payment.
Thank you for your continued cooperation, and we truly appreciate your efforts to resolve this as quickly as possible.
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1 year ago
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No, a payment of €50 is still missing. I'm just being put off even though the request has been processed by the service provider for over two weeks... the chargeback was already on January 7th!!
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1 year ago
Dear yb9hngz6qt
Can you please specify the ID of that transaction (50 EUR)?
Can you also let us know if you'd requested the chargebacks?
Regards
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1 year ago
Translation34d46f9e-8710-430e-8a05-577b0090b248
I have asked specifically for this payment over the last 7 days: I am always told that it is in progress since…. I should be patient = this is probably also a request to the service provider
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1 year ago
TranslationSo I wanted to ask in the chat about the exact date when the request was made, but the operator strictly avoided answering, only saying that the request was on its way (so the same lies for 2 weeks...)
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1 year ago
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A few minutes ago I had an operator in the chat who knew nothing about the PSP... he just sees that a receipt is being created the whole time and I'm supposed to take this receipt to my bank... we're just going around in circles, at the casino nobody knows what the other is doing 😡😡 I'm almost in favor of simply claiming a deposit of €50 with Apple Pay. I've really lost my nerve!! Since January 6th it's been nothing but crap!!
Sometimes an employee says the transaction is being requested from the PSP, the other person says they are internally looking for a receipt that I should take to my bank, just ridiculous!!!
It just takes so long because there is no ticket at all for the PSP!! That's why!!!
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1 year ago
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mlr is simply not told what the status is, whether a ticket has been sent to the psp or not, or whether everything is still internal... pure harassment!!!
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1 year ago
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So no matter what I try, I get no information about whether something is being processed at all or by whom. The operators constantly ignore my questions about what is currently being processed and by whom...
I'm just told that it can take a long time.
so I am of the opinion that I can do absolutely nothing more except wait to see if or what this chaos team produces 😡😡😡
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1 year ago
Dear yb9hngz6qt
Firstly, we'd like to apologize for the inconveniences caused.
Secondly, previously you received over 180 withdrawal transactions amounting over 42k. So there is definitely no need to worry about the 50 eur, it will be resolved.
Thirdly - regarding the disputed transaction ID. Not everyone has an access to view the ticket.
It was indeed created 19.01.25 01:21:09 and is still been checked by the external provider.
Kind regards
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1 year ago
TranslationJanuary 19th… I sent all the documents to you on January 9th/10th…. Anyway:
Even January 19th is now, well...
whatever doesn't make sense anyway
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1 year ago
TranslationI don't think it's possible to give a time estimate?
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1 year ago
Dear yb9hngz6qt
Unfortunately, it is impossible to give any ETA or influence the speed of resolution on the PSP side.
Apologies.
Regards
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1 year ago
TranslationCan you not even tell whether the ticket is already being processed at the PSP or whether the payment cannot be found?! I posted a picture at the top of this post with the exact date of each chargeback. That should make it more than easy to find...
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1 year ago
Dear yb9hngz6qt
Can you please tell us if you made a chargeback, since it is strictly prohibited by T&Cs.
Regards
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1 year ago
TranslationHave you read the topic here on this page? The chargeback was made automatically by the bank without me ever seeing the money in my account. I only received a list of the chargebacks when I asked. Why should I charge the money back myself? That doesn't make any sense 😡
You don't need to accuse me of having violated the terms and conditions just so you can have some peace...
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1 year ago
TranslationApart from an insinuation, can I now get an answer to my question as to whether you know exactly where the difficulty lies with the PSP?
As I said, I can give you the exact date, the amount and the reference of the chargeback to the PSP. With this help, it should be child's play to find the amount in no time... if you want to!
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1 year ago
Hi yb9hngz6qt,
The casino has confirmed that your withdrawal request is still being reviewed by an external provider, which means it’s not solely up to them to process it. Given your history of over 180 successful withdrawals totaling €42,000, we have no reason to believe that this issue won’t be resolved.
I understand this delay is frustrating, but I kindly ask you to be patient while they complete the process. Also, please try to avoid sending daily messages in this thread, as it can sometimes slow things down rather than speed them up.
I’ll keep monitoring the situation and will follow up if needed. Let me know if anything changes on your end.
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1 year ago
Dear yb9hngz6qt,
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.
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1 year ago
TranslationI still haven't received the last payment.
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1 year ago
Dear yb9hngz6qt
You are attempting to withdraw to the payment method, that was not used before.
(transaction f93395ba-fb5f-403a-ad0c-53836aafc790)
Regards
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1 year ago
TranslationI don't even have the money!!! How do I make a withdrawal then?
You are welcome to report a payout today. It has nothing to do with what this is about!!!
34d46f9e-8710-430e-8a05-577b0090b248
this is what it's about!!
No complaints have been made about the other one. In addition, the payment method has recently been verified!
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1 year ago
TranslationBut you can see again clearly: people keep trying to blame me for not being able to find the €50 by making false claims about the actual topic... Just say you're keeping the money as a kind of reimbursement for expenses and stop with such nonsense!!!
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1 year ago
Dear all
The transaction amounting 50 eur was credited by the casino.
Kind regards
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1 year ago
Dear yb9hngz6qt,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
