V.Vegas Casino - Pelaajan kotiutus on viivästynyt yli kuukauden.

Hello,

I made withdrawals of €900 each on May 15 and 16. Within 24 hours, the casino overview showed the withdrawal as successful. I then waited a bit longer, but nothing arrived in my account.

I asked the casino. They were supposed to check with my bank using reference numbers and send me the answer. I did this on June 4th, but I was told it would be taken care of. Since nothing happened for a week, I asked again on June 10th. Now I'm supposed to send bank statements from May 10th to June 10th. I did that. Since then, they've just kept telling me to be patient, it's being processed. I'm hoping for help, or will I never get my money? Otherwise, I'd always get it within 4 hours to a maximum of 3 days.

Thank you

Hallo,

ich habe am 15.5. und am 16.5. jeweils 900 Euro auszahlen lassen. Innerhalb 24 Stunden stand in der Casino Übersicht auch erfolgreich. Habe dann noch etwas gewartet, aber es kam nichts auf dem Konto an.

Hab im Casino nachgefragt. Sollte mittels Referenznummern bei meiner Bank nachfragen und die Antwort zukommen lassen. Dies habe ich getan am 4.6. dann würde ich vertröstet es wird sich gekümmert. Da sich eine Woche nichts tat, habe ich am 10.6.erneut nachgefragt. Jetzt soll ich Kontoauszüge vom 10.5. bis 10.6.schicken. habe ich getan. Seitdem heißt es nur immer wieder ich soll Geduld haben, es wird bearbeitet. Hoffe auf Hilfe oder bekomme ich mein Geld nie? Sonst hätte ich es immer innerhalb 4 Stunden bis max 3 Tagen.

Vielen Dank

Dear monikana,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’re facing with your withdrawals.

To better understand and help you, could you please clarify a few points for us:

• Have you received any written confirmation from the casino stating that both withdrawals were fully processed and sent to your bank account?
• Did you check with your bank directly if there are any pending or incoming transactions matching these amounts?
• Which payment method did you use for these withdrawals (e.g., bank transfer, credit card, e-wallet)?
• Have you ever used this exact payment method with this casino before, and did you have any similar issues in the past?
• If possible, could you forward any relevant emails or screenshots of your conversations with the casino to 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.

Hello,

many thanks for the quick response.

I've already made several withdrawals via bank account. It's always been quick.

I sent you the chat history with the casino and the bank's response by email.

Best regards

Hallo,

vielen Dank für die schnelle Antwort.

Ich habe bereits mehrmals über Bankkonto ausgezahlt. Hat bisher auch immer schnell funktioniert.

Den Chatverlauf mit dem Casino und die Antwort der Bank habe Ich ihnen per Mail geschickt.

Liebe Grüße

Thank you very much, monikana, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear monikana,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vulkan Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear monikana

Sorry you faced issues with the withdrawals.

Can you please provide the disputed transaction IDs?

Regards

Hello,

The following numbers were given to me by Vulkan Vegas.

15.5. GP 707203751082

16.5. GP 278903770525

As mentioned in the casino's payment history, it was recorded as a successful withdrawal but did not arrive in the account.

I sent all the documents. I received statements and a response from the bank. Since then, I've only been getting the response that it's being processed.

Many thanks and kind regards

Hallo,

folgende Nummern wurden mir von Vulkan vegas mitgeteilt.

15.5. GP 707203751082

16.5. GP 278903770525

Wie gesagt im Zahlungsverlauf des Casinos als erfolgreiche Auszahlung, auf dem Konto nicht angekommen.

Alle Unterlagen geschickt. Auszüge und Antwort der Bank. Seitdem bekomme ich ständig nur die Antwort, es wird bearbeitet.

Vielen Dank und liebe Grüße

Dear monikana

Can you please provide the IDs, simply copying them from the transaction history of your profile?

Thank you!

Regards

Dear monikana

Just a quick update - we are still expecting the feedback from the payment provider, hope to receive the info this week.

Regards

Hello,

Yesterday, my money was credited back to my casino account. As usual, I had some of it paid out to my bank account. Some of it has even already arrived.

Thank you very much for the great help.

Best regards, Moni

Hallo,

gestern ist mein Geld wieder auf dem Casinokonto gutgeschrieben worden. Ein Teil hab ich wie immer auszahlen lassen auf mein Bankkonto. Ein Teil davon ist sogar schon angekommen.

Vielen lieben Dank für die großartige Hilfe.

Liebe Grüße Moni

Dear monikana,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Jana

Casino.Guru