Vulkan Vegas Casino - Player's funds have disappeared.

Hello,

I’ve been a long-time user of VulkanVegas and I usually play every month. A few days ago, I deposited €45 using my bank account. The money was withdrawn from my bank, but it never appeared in my casino balance.

On June 20th–21st, 2025, I played for several hours. Around 06:00 on June 21st, my account balance was approximately €2,500. When I returned to the site around 09:00, my balance had dropped to only €500.

I contacted customer support, and they told me I had supposedly played those missing €2,000. However, that is not true — I did not play or wager them. They just disappeared.

I kindly request a full investigation into my account activity, especially between 06:00 and 09:00 on June 21st.

Thank you.

Dear Ana07,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you experienced with your deposit and the missing funds in your account balance.

To help us look into this matter properly, could you please clarify a few points for us:

• Can you confirm the exact date and approximate time when you made the €45 deposit that did not appear in your casino balance?
• Have you already sent proof of this bank transaction (for example, a bank statement or payment confirmation) to the casino? If yes, did they respond?
• Regarding the €2,000 that went missing, did you receive any detailed transaction history or game logs from the casino’s support team showing how these funds were used? If so, could you please share these with us?
• Have you noticed any other irregularities or suspicious activities on your account recently?

If you have any relevant screenshots, payment receipts, or communication with the casino about this situation, please feel free to forward them to me at petronela.k@casino.guru.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Ana07,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru