The player from Germany had his withdrawal send to the bank account which has been closed. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply and closed down.
Vulkan Casino - Player’s withdrawal has been sent to wrong payment method.
Black points: 346
Amount: €499
Vulkan Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Vulkan Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
As with the previous win, I arranged for the payment to be made to my account. However, it was not paid out by real-time transfer as it was the first time. As a result, the closure of my current account overlaps with the transfer. I made a test payment to my account myself, which was returned on the following working day. Since 08/20/21 I have asked every day in the chat and am put off sluggishly. I liked the money in my player account to pay it out to my new checking account.
Automatic translation:
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3 years ago
Dear Nico,
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 your payment was sent to a bank account which has been closed previously? If the bank account doesn’t exist anymore, I’m sure that the funds will be returned to the merchant/casino. Could you please advise if you have contacted your bank and the casino already?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello, the bank account was closed two days after the payout, but BEFORE the payment was received! The bank says the money was returned immediately, the casino says I should wait. Three weeks are rum, I can't and don't want to wait anymore.
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3 years ago
Thank you very much, Nico, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Nico,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Vulkan 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.
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3 years ago
Translation
That's crazy, I asked in the chat almost every day and I was not told anything except that I should wait. I want my money, I have been waiting for 499 euros for 1 month
Automatic translation:
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3 years ago
Hi Nico,
I tried to get in touch with the casino repeatedly but without success. Moreover, it seems that the casino is now closed. I’m afraid there is nothing that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, there is practically nothing we can do now. I recommend you take a moment and read the review of each casino before you start playing in the future. I wish I could be of more help.
Best regards,
Peter
