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1 month ago, i deposited 1300 euros with my visa card. I never got the money credited on the website, but it got took from my bank. I provided them with all the proof, bank statements of the deposit everything they wanted, after 1 month of stalling, they simply said to me my deposit was unsuceful. Right now 1300 euros is missing from my bank account and they refuse to help me and return me my money.

Dear mitjav123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hey, it was my first deposit to the casino of 1300 euros.

i can not get them in PDF version, my bank doesnt have the option for it, i got them in person from my bank.

One picture shows a few days before and after the 1300 euro " onlinecontenthub " payment, and second picture are the details of the transaction to them. Additionally, i have a transaction number 241201816576626 that bank told me today (ive been to bank twice already they said the payment was sucesful) with this number they should be able to track the transaction.

I HAVE SENT PICTURES TO petronela.k@casino.guru. 

Hi mitjav123,

I’m truly sorry to hear that there has been no progress on your issue since November 30, 2024. I completely understand how frustrating this must be for you, and I want to assure you that we’re here to help.

First, thank you for already providing the payment receipt and your bank statement for November 2024. These documents are very helpful in understanding your case. To move forward, we kindly ask for one more piece of information. Could you please provide a bank statement covering the period from the day of the deposit in question until now? It would be very helpful if you could highlight the deposit in question so we can confirm that the funds left your account and were not refunded.

Your cooperation and patience are greatly appreciated.

I have sent statements for last 3 months, december november october. i get statements 4 days after every month ends from bank.

sent them to patronelas email.

Hey, as if i they didnt already waste so much of my time on the deposit i have never gotten,now they are refusing to let me withdraw (i deposited that money with crypto, i am still missing my deposit of 1300 euros)After 30 days of them processing my withdraw one by one 450 a day, i have managed to cashout around 10k from 35k, so 25k left to withdraw. Before they would process my withdraw, they requested a second kyc within a month time. Now i'm trying to withdraw my money to my bank account, but they are requesting proof of me being the owner of the card i did withdraw on before. I had my visa card changed a while ago, so they told me to give them a statement proving i was the owner of that card. I got that statement from my bank, that is literally proving I owned exactly that card, with everything needed my name adress BANK ID there's everything on it, and they are not happy, they are asking for information that my bank doesnt even give like what was expiration date of my card, like they said they can't give me that. I've already been at the bank multiple times, they keep wasting my time. I will literally show u guys the statement i showed them, it tells them everything MY NAME MY ADRESS THE VISA CARD NUMBER THEY WANTED, THEY CAN EVEN SEE THAT CARD BELONGED to my bank account that they are already aware of from my previous statement upload.

Here i am typing what exactly went down and how corrupt they are, so we get to a fair solution quicker and what exactly happend.

I told them i am changing my withdrawal from visa to bank transfer, because my card got lost. 2 hours after i changed my withdraw to bank transfer and letting them know i dont have access to my old card anymore and i already ordered a new card, old card got removed from my bank they requested secondary KYC within a month, they didnt even process my withdraw after stalling for DAYS processing only 450 a day to my bank.

I told support members, I can not kyc with my old card since I dont have it anymore and it also got removed from my bank. Support told me i can get a statement of my bank showing that I previously owned that card and it needs to have CARD ID on it which my statement had. Here i am posting screenshoots of what exactly my statement needed showing what they told me:

You can see from the screenshoots what they have requested, and I will show u what i have sent them, i just sent those statements to patronelas email with proof that my document contained every single thing they have requested and they still have denied it then switched up and said they also now want a statement with my card expiration date that's by the way impossible to obtain from my bank or they dont have the permission to do it, i have been to my bank 3 times already by the way. Also what I emailed patronela, they can see every single thing on it, my name last name where i live, my bank IBAN all those things that they already have proof of me from previous statements. There is unlimited proof that i originally owned that VISA CARD in the past you can also see the same first 6 last 4 digits of the card on it they have requested.

This casino has been nothing but unfair to me for weeks already, from depositing to withdrawing and have caused alot of stress and bad mood.

Thank you very much, mitjav123, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@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.

Hello there,

Thank you mitjav123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vulkan.bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello, CasinoGuru and mitjav123,

At the time the transaction was initiated, we had not received the payment. After contacting our support team, an investigation request was submitted, and the matter was referred to the payment provider for resolution.

Unfortunately, the resolution of this issue was delayed due to circumstances beyond our control.

However, as of yesterday, we received confirmation from the payment provider regarding the transaction, and the deposit has now been credited to your gaming account on the website.

Once again, we apologize for any inconvenience this may have caused and wish you the best of luck in your gaming experience!

Hello,

The 1300 deposit has finally been received after 2 months and added to my vulkan bet balance.

The withdraw kyc issue is still there though that they forgot to address in their post.

Thank you to the both parties for the update.

Dear Vulkan.bet Casino representative, can you let us know what is the issue with the player's verification? Thank you!

Good afternoon, CasinoGuru and mitjav123,

The account verification process is currently underway. The withdrawal will be available upon the successful completion of the verification process. On December 30, an email was sent to the address linked to the account, listing the required documents for successful verification. A follow-up email was sent on January 24.

Please provide all the documents mentioned in these emails.

Thank you!

Hello,

I dont have that visa card anymore, i had it switched when it got stolen.

As mentioned above, support told me if I dont have the card anymore, i can show a bank statement of previously owning the card, which I did, you can see that from the screenshoots I have posted above what exactly i've been told by support, please look at the screenshoots.

I have provided the statement that I previously owned that card and it still got declined, I have also sent proof of the statement to casino guru, that they can share with you. The statement contains every single thing support asked me for.

Hello, They have verified my account. First of all thank you for your help casino guru.

But now we are onto the next problem. They have limited my withdraws to 200 each but i can request as many as I want. When I withdraw 27k at once, my withdraws get put to 500 each instead of 200 each making it impossible to withdraw it all at once. They want me to manually withdraw 200 by 200 which would take me atleast 5-10 hours because i would have to write all my bank info in everytime i did a 200 withdraw.

Thank you for the update mitjav123.

Dear Vulkan.bet Casino representative, would it be possible to do something about the player's withdrawal process to make it more streamlined? Let us know what can be done in this situation!

Good afternoon, CasinoGuru and mitjav123,

The payouts will be processed according to the existing requests, each for €500. We appreciate your patience and apologize for any confusion.

Thank you!

Thank you very much for the update Vulkan.bet Casino representative.

Dear mitjav123, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

Thanks for keeping this open,

so far they have processed 1817 euros out of 26817.

Dear mitjav123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.