Voltslot Casino - Player's withdrawal and betting history missing.

Money from account missing!!

On the 28th of April I was playing slots at Voltslot Casino. I had an OK experience so far. I already made a withdrawal some months ago to which went fine.

I had deposit a total over 300 euro s that evening and finally I won up to 900. Played a bit more and at 700 I decided to withdraw 600. This was all on the book of death. I went to the withdrawal page and added a withdrawal of 600. the money was taken from the account but there was no 600 withdrawal in the withdrawal history.

I went to support chat and asked what was going on and the lady said my passport was expired and I needed to confirm a deposit somewhere in Feb again. Fine so I did. But still no trace of my withdrawal or the 600 euro.

After chat again lady said the case was sent to finance department and I should wait for the answer.

So played the other 100. And next day still nothing so again on mail and support. Standard answers useless. And then I got an e-mail from the finance departmet that there is no withdrawal and maybe I'm mixing up accounts!

All and all. Either they have a very nasty bug that causes this and they are not willing to really investigate it (they should see somewhere what happened right?) Or it's pure scam.

I asked to check cash balances and still hope they come back with a proper answer. 600 is not the world but I really feel scammed and not taken seriously.

If I go to the casino history transactions a big piece of all my bets on the book of dead are also missing. I did click on the backbutton after the withdrawal request? Maybe there is an issue between book of dead and the casino?

I don't know. Feels like I'm going crazy. So much that its not even worth this 600 euro.

KR,

Bart

Dear BartD86xx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that there is no trace of your winnings in your casino account?
• Do you have any proof that you won this amount such as withdrawal request confirmation email, screenshot of the pending withdrawal request, game history, etc.?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear BartD86xx,

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.