Vulkan Vegas Casino - Player is enquiring about contact information.

To: Whom It May Concern,

Requesting for the CEO e-mail address but not being issued from weeks, unless there are challenges due to the existing exited your system reading through your website. If your organization have a CEO appointed, why cannot the details be provided?

To, also formalize an official complaint against the Quality Control Department.

The amount is not specified to proper mandates ito feedback. There are abundance of e-mails sent.

Dear Dhavarajandran,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information. Could you please elaborate and provide more details and information? I will be waiting for your reply patiently.

Best regards,

Petronela

Thank you for your kindness and prompt response. Your quality Department have received numerous communications with regards to withdrawal. Even when requested for what amount is going to be paid, shows utmost disrespect. Also, I have tried the initial steps and e-mail trails sent as proof that ongoing system problems. Every time there's something new. The customer is not always right, but for almost three weeks ongoing problems with the Quality Control Department. I requested for this matter to be escalated to the hierarchy, but refused to do so to outline the difficulties I'm faced with. I was going to go viral and for legal intervention. Ethics at current led to me to escalate to you office before seeking other forms of relief.

Closing note, I just want to withdraw my money. The Casino is ongoing misrepresenting that my bank rejected accepting the transfer of funds, which was not entirely true. Hence, ongoing difference excuses to make payment.

Thank you and God bless.

Thanking you.

Mr D. ***

NB: A very disappointed gambler. I don't think I will make any referrals from your website because in my opinion, they can subject themselves to such challenges.

Dear Dhavarajandran,

I’m sure you understand that I don’t work for Vulkan Vegas Casino, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your problem.

I will now transfer your complaint to my colleague Zuzana 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.

Hello Dhavarajandran,

I am very sorry to hear about your issue.

Vulkan Vegas Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Dear Dhavarajandran,

On behalf of VulkanVegas I would like to apologize for the inconveniences caused.

But indeed, having spoken to the billing dept. they confirmed that the decline of the transaction is received from your bank. Of course, you may try to make another withdrawal request onto your bank card, but I am afraid the transaction could get declined again.

I would truly recommend using Skrill, we will even top up you real balance with 20% more, just to make sure that you receive your winnings. This is our top priority.

Kind regards,

Alex

Thank you Petronela for confirming the amount of E30 to be paid out. I was requesting the confirmation from weeks ago from the Quality Control Department but didn't reach fruition. Although, I scanned and sent the info. but faces to date of the challenges from Ms Elsa.

Concluding remarks, I wanted the amount of E30 to be paid into my credit card, which they do have all the details. The initial process was expedited by your patron and I recd a response from the Quality Control Department, which with respect needs to be audited ito their efficacy.

Thank you.

Mr D. xxx

Dear Petronela,

I'm 'au-fait' you don't work for the Casino and appreciate your intervention and referred to Zuzana. I wish to thank Zuzana and Alex below.

Conclusion, although steps were initially given, I will humbly appreciate from either one of the staff to the TOR and assistance to conclude the business on hand. Also, will highly appreciate this is expedited with urgency.

God bless.

Message below from Zuzana

R

Casino analyst

Hello Dhavarajandran,

I am very sorry to hear about your issue.

Vulkan Vegas Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Message from Alex,

AlexVulkanVegasCasino representative

Dear Dhavarajandran,

On behalf of VulkanVegas I would like to apologize for the inconveniences caused.

But indeed, having spoken to the billing dept. they confirmed that the decline of the transaction is received from your bank. Of course, you may try to make another withdrawal request onto your bank card, but I am afraid the transaction could get declined again.

I would truly recommend using Skrill, we will even top up you real balance with 20% more, just to make sure that you receive your winnings. This is our top priority.

Kind regards,

Alex

Hello Dhavarajandran,

as its is written in Casino's reply, we strongly recommend you to use Skrill account for withdrawal too. There is probably a problem with your bank. Just let us know how its goes and if you need any more assistance with opening Skrill account. I will be more than happy to help.

Dear Zuzana,

I did attempt the Skrill account for withdrawal too. Hence, they were requesting for a deposit. Also, the amount being low didn't allow me to do so. I checked with my bank and was embarrassed when I queried the concern as stipulated by VulkanVegas Casino, Quality Control Department feedback and no transaction was done by your Institution. With respect, I requested proof of rejection but couldn't be furnished.

Moving forward, E30 needs to be withdrawn. Just let us know how its goes and if you need any more assistance with opening Skrill account. I will be more than happy to help. (RESPONSE: I did open the account and Quality Control Department is aware of same. However, I couldn't do the withdrawal process, which I did advise them. It had something to do for me to deposit again, which poses a challenge. Your assistance to finalize the business on hand is always noted with appreciation)

Do I understand it correctly that your deposit via Skrill was not successful? I got an information from Vulcan Vegas live chat that minimum deposit via this payment methods is 10€. Could you please advise how much you have tried to deposit?

I do apologize for misunderstanding, but please understand, that you need to place a deposit first. When you’ll place a deposit via Skrill, your new Skrill account will be verified and afterwards, you can request a withdrawal.

Please understand, that variety and accessibility of payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence.

Let us know as soon as you’ll place a successful deposit through your new Skrill account.

Honourable Colleague,

I did open up a Skrill account previously requested. With the COVID-19 pandemic, I'm not in possession to make any further deposits taking cognizance of me sustaining other important financial areas of operations.

Your assistance is appreciated.

Kind Regards,

Mr D. xxx

I am very sorry but this step is essential to get you winnings. In order to verify your Skrill account casino needs to receive the deposit from this account. If you refuse to deposit I am afraid we we can't help you.

If you refuse to cooperate, I’m afraid I will be forced to reject your complaint us unjustified.

Dear Zuzana,

I received an e-mail from the casino after your devine intervention. They will expedite the process without any deposit in adding value to your client. Also, your inception is noted with appreciation.

Special thanks to Alice.

Hello, Dear Mr D. xxx

I'm glad to hear that we have helped you. But I don't see your withdrawal on skrill. Please, do it and write to us.

Sincerely, 

Alice

Thank you for the update. Please let us know once you receive your withdrawal so we could close this case as solved.

I hope everything will be solved soon to your satisfaction. 

Good morning,

I will keep you updated and hope I don't anticipated any challenges.

Will be facilitating the withdrawal by COB, this week or Monday.

Thank you for your kindness and assistance.

Hello,

Just FYI the player last logged in 02.06.2020 

We did not see any attempt to deposit via skrill, which is a pity.

Kind regards,

Alex

Dear Colleagues,

Trust youll are well.

I did make mention that I will be making an attempt for withdrawal via Skrill and no mention Honourable Colleague, Alex of any deposit.

My kids are going to guide me through the process.

Kind regards,

Dear Dhavarajandran,

For the last time, I must mention again the deposit is needed in order to be able to do withdrawal via Skrill. I am sorry but otherwise, withdrawal is not available via Skrill.

Good morning Zuzana,

Trust u are well.

With all due respect, this is the last time, I'm going to make mention, I also received of lately from your other agents for only withdrawals to be expedited.

I propose colleague your assistance with your relevant Agents to obtain all the recent e-mail trails and no mention made from the very kind personnel as well ito my response. I have interpreted their feedback correctly. Thus, this adds value due to the transitional challenges.

I'm further being honest enough to make mention from a financial perspective challenged due to the COVID-19, pandemic as we are in the current state of affairs as an individual. I also want to express my gratitude to Casino Guru for intervention, taking cognizance not an employee of the Casino.

On a different and dignified note, I believe your CEO resigned from VulkVegas Casino. Hence, the contact information couldn't be provided when I requested. It's alleged the post hasn't been filled.

Warm Regards,

Mr D. xxx

I am afraid we will be forced to reject your complaint if you refuse to cooperate. 

Dear Zuzana,

Honourable Colleague,

U have not responded to my previous request cascaded.

Closing arguments, it's about choices that you chose to reject my complaint. Please, as an official notification of intention, kindly refrain colleague making statements my refusal to co-operate. With the greatest respect to your office, no wonder we have bad write ups about service delivery.

Furthermore, being honest and transparent seems to be a challenge with your organization. Have you taken cognizance of the COVID-19, pandemic which I'm also challenged financially which I honestly made mention of. Hence, your office is now trying to create more debt, although refundable. Gamblers know when to stop but an error of a huge amount was deposited, which I outlined in my e-mails.

Once again, thanks to Casino Guru, who is not an employee of the Casino but adds value to the plight of your patron.

Kind Regards,

Mr D. xxx

Dear Dhavarajandran,

Please understand that the casino is unable to send you your winnings to your bank account. In cases like this casino will pay you the winnings through different payment method (Skrill) 

To be able to do so, you need to verify this payment method. This verification can be done only by making a deposit (even of a minimum amount) Without this deposit casino cannot verify your Skrill account. Therefore they can't send the money.

This verification is necessary, and the casino can't make any exception.

Imagine that you have a bank account and money there, but you are living in the village far away from the city where is your bank.

If you want to withdraw money from your account (classic account), you need to travel to that city and go to your bank.

Bank can't just send you money by post or ask somebody to take them for you. You need to sign a transcript that you received the money.

This process has specific rules which need to be followed if you want to withdraw your money. Like your signature needs to match, you need to show them your ID, etc.

The same is with withdrawals in the casino. If you want to withdraw money trough Skrill, you need to deposit first.

We cannot punish the casino for following the necessary rules.

I understand that €10 may be a lot for you. To make a withdrawal, you need to deposit them. There is no other way. Hope you understand.

Dear Honourable Colleague Zuzana,

Please understand that the casino is unable to send you your winnings to your bank account. In cases like this casino will pay you the winnings through different payment method (Skrill) 

RESPONSE IN BRIEF: We evade the responsibility and response with respect to e-mail/s as proof that your organization made mention of deposit made and my bank rejected. I requested for supporting evidence but couldn't be provided in brief. I visited my bank and banking with them for almost 32 years was subjected to embarrassment confirming no deposit were rejected.

To be able to do so, you need to verify this payment method. This verification can be done only by making a deposit (even of a minimum amount) Without this deposit casino cannot verify your Skrill account. Therefore they can't send the money.

(RESPONSE: The SKRILL account was opened as specified by your Casino to open a SKRILL ACCOUNT by your initial Agent due to challenges with an objective to possibly fast track or another method of delay. Around about the beginning of June 2020, if I speak on correction, which is ito best practices one of the verification process. Also, when I go out on holiday, I ensure adequate capital and most of the time I use my credit card, with ID as proof if funds required and I sign and it's dangerous and not ethical to receive funds by post)

did open up a Skrill account previously requested. With the COVID-19 pandemic, I'm not in possession to make any further deposits taking cognizance of me sustaining other important financial areas of operations.

That's not my intentions Honourable Colleague if the perception is being created that I'm punishing the Casino.

As outlined, I'm glad you understand that €10 is a lot for me taking cognizance with the COVID-19 pandemic. The entire Country is challenged financially, unemployment, etc. I'm not in possession to make any further deposits taking cognizance of me sustaining other important financial areas of operations, which no one expected this pandemic, which we are only in the midst.

Hope you understand & Chairman, Senior Management, including your office supports the plight. I love gambling but I'm not faced with challenges and also error when I made the huge amount of transfer, which your line protocol was advised of same.

Warm Regards,

Mr D. xxx

Dhavarajandran, please understand that making a minimum deposit is a mandatory legal condition to make a withdrawal. There is not any option to make an exception.

We understand that you are in a difficult situation, but the casino is not trying to rob you, you have still money at your account, and they are yours. You just need to make a minimal deposit if you would like to withdraw money trough Skrill, that's all.

We understand that it is hard for you, but €10 isn't so much money. When you save €10, you can make a deposit and then withdraw €40. I am afraid that we can't help you more and we will be forced to reject this complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues We are here to help. In this case the casino made no mistake, the player refused to cooperate.