Vulkan.bet Casino - Player’s deposit missing from the account.

Am 07.02.2024 habe ich per Echtzeitüberweisung 80 Euro beim Anbieter eingezahlt. Diese Überweisung wurde also sofort bearbeitet und dem Bankkonto des Anbieters gutgeschrieben.

Das Guthaben habe ich bis heute nicht erhalten, der Support hält mich hin und hat den Fall an Ihre Spezialisten weitergeleitet, allerdings heißt es nun, ich solle bei meiner Bank gucken, da die das Problem sein. Gesagt, getan: Bei meiner Bank gab und gibt es keine Probleme.

Ich werde hingehalten und mir wurde mehrfach gesagt, ich werde per Email kontaktiert, was NICHT geschehen ist.

Die Zahlung auf der Website ist mittlerweile als "abgebrochen" markiert.

Ich habe nun also effektiv 80 Euro verloren und keiner vom Vulkan.bet Support sagt mir, wo sie sind oder wo das Problem ist.

Das grenzt für mich an Betrug.

Dear MrShurley,

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 

Hallo,

Nein, das war nicht meine erste Einzahlung. Ich habe dort mehrere tausend Euro eingezahlt.

Ich warte bereits mehrere Wochen..

Den Zahlungsbeleg habe ich per Mail geschickt.

I completely empathize with your frustration, MrShurley. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 10 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Hallo,

Nun gut, danke für's Kümmern.

Ich gehe mal nicht davon aus, dass sich da in nun noch 9 Tagen etwas ändert. Immerhin warte ich bereits 19 Tage.

Vielen Dank im Voraus für das Einschreiten. 🙂

Update: Es ist nach wie vor NICHTS passiert. Ich habe keine E-Mail von Vulkan.bet mehr erhalten, ich habe mein Geld nicht zurück bekommen oder auf der Website als Einzahlung erhalten.

Hi MrShurley,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

Klar. Aber wo soll ich den Kontoauszug denn hinsenden? Dieser Thread ist ja öffentlich, das ist also keine Option..

Hi MrShurley,

I provided my email address earlier. You can forward any supporting evidence to petronela.k@casino.guru.

Thank you very much.

Guten Tag,

In Ordnung, das werde ich tun. Ich muss diese allerdings bearbeiten und natürlich schwärzen, da der Zeitraum sehr lang ist seit dem 07.02 bis heute. Ich versuche das heute oder morgen zu schaffen.

Mit freundlichen Grüßen

Thank you, MrShurley. I will be waiting for your email patiently.

Have a great weekend.

Guten Tag,

Die E-Mail mit den Auszügen habe ich soeben verschickt - tut mir Leid für die lange Wartezeit.

Hi MrShurley,

I have received your weekly bank statements, covering the period from February 2nd to March 7th.

• I observed a payment deposited into your bank account on February 28th, totaling 78 euros. Could this be the refund from the casino?

Furthermore, the latest bank statement appears to have most of the payments edited (hidden), making it difficult for me to analyze properly.

• Could you please provide an unedited version of this statement?
• Also, could you forward bank statements covering the remaining period from March 7th onwards?

Thank you very much in advance.

Ich habe per Mail geantwortet.

Thank you very much, MrShurley, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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 in the near future.  

Hi MrShurley,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Vulkan.bet Casino to join the conversation and contribute to the resolution of this complaint.

Good afternoon, Casino Guru and MrShurley,

Following your inquiry to our support team, a request was sent to the project's finance department. Upon reviewing the request and checking the transaction history, it has been determined that the funds for the payment you mentioned did not reach us. The transaction might have been declined by your bank or the processing system. The final cancellation of the transaction occurred on February 16. Within several days after that, the funds should have been returned to your bank account.

However, we understand that this situation deprived you of the opportunity to enjoy your time at our club, and therefore, we have decided to credit the amount of the failed payment, namely 80 euros, to your gaming balance.

We wish you enjoyable gaming experience, and we hope that such situations will not occur in the future!

Thank you, Vulkan.bet Casino team for the quick reply and help.

Dear MrShurley,

Please let me know if the funds were added to your balance.

Dear MrShurley,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint. The player can reopen this complaint anytime.