The player from Germany had a problem withdrawing her €10,000 win. The casino had deducted a total of €1,600 in withdrawal fees from her account and was accusing her of not meeting wagering requirements. She did not recall being informed about these deductions. After reviewing the casino's terms and conditions, we found a clause about a 20% fee if the turnover amount was two times less than the deposit. We requested the player's gaming history to verify if she had met this requirement. After receiving and reviewing the gameplay and transaction history, we contacted the casino for further clarification. The casino promptly responded and credited the disputed €1,600 back to the player's account. The player confirmed the receipt of her funds, and we marked the complaint as resolved.
Vulkan Vegas Casino - Player contests high withdrawal fees and disputed wagering requirements.
Amount: €1,600
Vulkan Vegas Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
I've won 10,000€. However, I couldn't withdraw all my prize money as my withdrawals were initially cancelled twice. Then, I was only able to initiate a withdrawal of 5,000€ before I could enter a maximum withdrawal of another 3,000€. These withdrawals weren't rejected. They were processed today, but I noticed that only 400€, rather than 2,000€, remained in my player account. Upon enquiring in chat, I was told that I had to pay a fee of 600€ for the 3,000€ withdrawal and a fee of 1,000€ was deducted for the withdrawal of 5,000€. I was also informed that I should have wagered my deposit twice. However, at that time, my deposit was only 20€. They also claimed that I had been informed about the fee-incurred withdrawal I requested but I don't recall this. The withdrawal form was the same as usual and I've never paid a fee on my winnings before.
(By the way, I'm from Germany. I wasn't able to change the preset to Puerto Rico in the form)
Dear Saskia,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Vulkan Vegas Casino. I have checked the Terms and Conditions and this is what I found:
8.11 When making a cash-out request, certain points need to be considered:
8.11.1. all information in your Profile must be filled out;
8.11.2. funds must be withdrawn with the same method used for depositing;
8.11.3. you need to make at least one deposit;
8.11.4. if the requested amount exceeds one thousand United States Dollars (USD 1,000) or more, the player identification procedure must be carried out by sending us a copy or a digital photograph of your identification documents, such as the Passport or an ID card. The passport series and number may be painted out on the image. The Company may also request other additional documents;
8.11.5. if money was transferred from a phone operator, withdrawal is delayed for 2-3 weeks due to the fraud check;
8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses.
It means that if you have deposited €20 you need to place bets in the amount of €40 before you’ll be able to withdraw your winnings without any fees. It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. It is a measure to prevent money laundering. I would recommend you contact the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about additional information regarding the cost of transaction processing.
Please let us know if this information was helpful. Looking forward to hearing from you.
Best regards,
Veronika
Dear Saskia,
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.
Hello Veronika
I verified my account the way VulkanVegas wanted me to. I used a bank transfer as normal for the payout. And there was no indication that the withdrawal was subject to a fee. I've won things before and chosen this route and have never been charged any fees. Since I only had €8,000 paid out, I think €1,600 in fees is far too much. With a €20 deposit I was at €15,000 for a while, then unfortunately I lost €5,000 again. I think I placed more than €40 in bets with my deposit... Now, for example, I just have a withdrawal of €1,350, which is currently being processed by Vulkanvegas. There was also no indication that I had to pay fees for the withdrawal.
Many greetings Saskia
Could you please send me your entire gaming history in Excel format? My email address is veronika.l@casino.guru. You may request the file directly from the casino. That way, we can check if you wagered your deposits twice as requested by the Terms and Conditions.
Hello Veronika. I requested the gameplay from VulkanVegas. I'll send the list as soon as I get it.
Thank you for your response. Have you received the gameplay yet? Please keep me updated so we can continue with the investigation.
Hello Veronika. Vulkan sent me the listing. I just forwarded it to your email...
Thank you for sending me your gameplay. Could you also provide screenshots of your transaction history, so I can verify the timing of your deposits and withdrawals?
Hello Veronika, I just sent you the screenshots to your email.
LG Saskia
Thank you very much, Saskia, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Hello, Saskia,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Vulkan Vegas Casino team,
Could you please provide us with an explanation of the player's situation in more detail?
Do I understand correctly (according to the data we received from the user) that there was activity/play on her account only on December 5 and December 6, 2023?
According to the provided data, it looks like she played only slots during the mentioned period, without an active bonus (or if any was claimed, it was not used), and that €20 deposit was wagered much more than only 2x. However, I can see only transaction history from her account fully from December 4, 2023, but I can see a part of the previous deposit made by Sofort on December 1, 2023 (without further details), as the oldest information there. Was there any further transaction history and activity?
If it is possible, please, send me the supporting evidence to my email (branislav.b@casino.guru).
Thank you in advance for providing the information.
Thank you very much, Vulkan Vegas Casino team, for your quick reply and the update! Lightning-fast, really!
Dear Saskia,
Can you please confirm the above-stated? Were the disputed funds credited back to your balance?
If yes, can I consider the issue successfully resolved and close the case accordingly, or is there anything else I could help you with?
Hello
Yes, the €1,600 is back in my player account. Many thanks to everyone for the quick problem solving. And also a big thank you to VulkanVegas for the uncomplicated, quick processing.
The case can be closed successfully!
Great news, Saskia!
Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you very much again, Vulkan Vegas Casino team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
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