Vulkan.bet Casino - Player is not able to withdraw winnings.

I cannot withdraw due to a technical error.

I have made several withdrawals with much better in the past, but currently the only payment method is venus point. However, if you withdraw at venuspoint, everything will be rejected. When I asked many times in chat, I was told that "I made a mistake in entering my password", "Please request again due to a technical error", and "I will email you later". I have entered the password correctly but it is rejected. I haven't received any emails since then. The casino has no intention of dealing with it. Help me.

Dear leon0618,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that this is your first withdrawal attempt via the Venuspoint payment method?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes i understand

Of course, the venuspoint documents were also submitted and approved. However, withdrawals have never been successful at venuspoint.

And now I sent an email with some images attached.

Thank you very much leon0618 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello leon0618,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

We would like to invite Vulkanbet Casino to join the conversation and participate in the resolution of this complaint.

Hello leon0618,

I have made contact with the casino via Skype and they have informed me they will look into the issue. I will update you when I have further information.

thank you

Hello leon0618,

Vulkanbet Casino has been unable to locate your account with them. Could you please confirm your registered details, either by posting them here or sending them to my email: adam.m@casino.guru

I sent you with the email address you used to register

please confirm

Hello leon0618,

I have received your email, the casino has stated that the only account registered using that email address is at Slotty Vegas casino, not at Vulkanbet casino.

Is this incorrect?

Both Slot Vegas and Balkanbet use the same email address

check it again please

If you can't find it, I'll also give you the ID of vulkan bet.

Hello leon0618,

Please do provide the User ID to my email and I will ask the casino to check again.

Hello leon0618,

The casino (Vulkanbet) is still saying that there is no account in their database with those credentials. Are you able to please supply the URL of the casino in question and perhaps a screenshot of your account once logged in or any correspondence you have received from the casino with their name/logo on it?

I apologize for any inconvenience, but we need to be certain about this before we can proceed.

I sent a screenshot of my personal information by email

Thank you leon0618,

I have found the source of the confusion. The casino in question is Vulkan.bet not VulkanBet.com.

I would like to invite Vulkan.bet Casino to join the conversation.

Vulkan.bet, can you provide any assistance regarding the player's withdrawal?

We would like to ask Vulkan.bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear leon0618,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). I wish I could be of more help.

Best regards

Adam

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Vulkan.bet Casino,

Can you please provide an update regarding this complaint?

Kind regards,

Adam

Hello all,

According to our logs the player managed to restore the access to the account.

The player continues playing at vulkan.bet

Kind regards

that's right

The casino has been improved and withdrawals are now possible

Thank you for the information, Vulkan.bet Casino.

Dear leon0618,

I am glad to hear that the issue was resolved, thank you for your response to confirm this. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam