The player from Germany is facing an issue regarding withdrawal fees. Despite receiving a credit of €50 back into her account after cancelling a withdrawal, part of it was deducted as a fee during a subsequent withdrawal. Moreover, according to the player, this fee should not have applied as it was a matured bonus deposit. The casino's chat support has not been receptive to her concerns. The complaint was resolved as the casino refunded the player's fee.
Vulkan.bet Casino - Player disputes withdrawal fee charged on matured bonus deposit.
Amount: €8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I requested a cancellation after a week of processing my withdrawal. A few hours later, I received a credit of €50 back into my account. I immediately initiated another withdrawal for €40, which was paid out immediately. My remaining balance was €10. When I checked later, I only had €2 left. The chat support responded to my inquiries about the whereabouts of my balance by saying it was a withdrawal fee because I hadn't wagered my deposit yet. Now, my balance is being charged proportionally. There is always a notice before a withdrawal indicating that it will incur a fee. This was not the case this time. Why should it be? It was not a deposit, but a cancelled withdrawal. The money came from a matured deposit bonus and can be withdrawn without charges. The chat support didn't take me seriously and didn't heed my arguments. I would appreciate if you could help me resolve this issue with the provider.
Regards,
TheCooN82
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1 year ago
Hello TheCooN82,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of bonus did you use? Did you have to wager your bonus or your real money balance in order to prevent the fees from occurring? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
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Good day,
I have been verified since March 7, 2022. It was a percentage deposit bonus that had to be wagered 40x (done) before it was converted into withdrawable real money credit. My last contact with support was about the missing €8. this was on September 6th, 2023. I also asked this to be passed on to the responsible department for review because the supporter apparently didn't understand me. this was rejected. The error is actually clear. My canceled withdrawal was counted as a new deposit and not as what it originally was. But that doesn't explain why I wasn't informed that fees would be charged during the withdrawal process. otherwise I would have done that beforehand. support clarified. I would be happy to send you the chat transcript.
Thanks for your help.
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1 year ago
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Good morning,
Do you need more information or are you currently very busy?
Thanks
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1 year ago
Hello TheCooN82,
Please forward the chat history with the casino and also your deposit/withdrawal history to nikolas.b@casino.guru.
Also if you claim you requested a 2nd withdrawal the fee was for that not the canceled first withdrawal request.
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1 year ago
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2 emails sent. the second is the complete one.
However, there is no fee for this payout because I won it from bonus credit and have previously wagered the real money deposited several times. Bonus money that has been converted and is now real money does not have to be converted again in order to be paid out free of charge.
TheCooN82
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1 year ago
Hello TheCooN82,
Would it be possible to forward your full betting history to nikolas.b@casino.guru for further review?
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1 year ago
Translation
hello nick, nice of you to get in touch. The website doesn't give me the option for an extra download of the gameplay. I saved it as a PDF and emailed it to you as an attachment.
Thanks
TheCooN82
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1 year ago
I would like to ask Vulkan.bet Casino to join us and help us resolve the player's issue regarding his withdrawal fees.
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1 year ago
Hello TheCooN82 and CasinoGuru team,
The situation indeed occurred because at the moment of requesting a withdrawal of 40 euros, the previous deposit had not yet been wagered. That's why this withdrawal request was processed with a commission for the unwagered deposit.
As you correctly pointed out, when a withdrawal request is made while there is an unwagered deposit on the account, a message about the commission appears in the Cashier. It's possible that this message did not appear when you submitted your request on September 6th; however, at the present moment it should work correctly.
Nevertheless, since the previous withdrawal request was processed without a commission and its cancellation occurred due to technical reasons, we have refunded 8 euros to your balance.
We apologize for the misunderstanding and wish you a nice gaming experience!
Best regards,
VulkanBet team
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1 year ago
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Hello VulkanBet team,
I am very pleased that my issue was resolved for the better. I would appreciate it if you also inform support about this to save others this annoying matter.
with friendly greetings
TheCooN82
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1 year ago
Dear TheCooN82,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
