The player from Germany had his funds vanished from the account. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player’s active balance has disappeared.
Amount: €4,700
Vulkan Vegas Casino
Safety Index:Very highSafety 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.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have won 5400 euros and have wanted to pay them out to me so far, 600 euros have been credited to my account. I have played with real money without free or bonus games. My player account is now 1000 euros. I have not played since I won 5400 euros. where has the money gone, the profit from 11/29/2021 to 11/30/2021
Automatic translation:
Public
Public
2 years ago
Dear Ralf,
Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. I hope I understood correctly that your funds have disappeared from the account.
Could you please forward your entire game history in Excel format along with any supporting evidence to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Public
Public
2 years ago
Dear Ralf,
I am sorry you faced troubles.
By any chance is that possible, you could navigate to Payment History and check out the status of your withdrawal requests.
If you do so, you will notice, that 6 transactions are being processed on the payment provider's side, amounting in total 4200 EUR.
Please let us know if you have more questions.
Kind regards
Public
Public
2 years ago
Translation
up to now only 1700 EURO have RECEIVED on my account, if necessary I can send an account statement. no other person has access to my gaming account either
Edited
Automatic translation:
Public
Public
2 years ago
Translation
there are still 3700 euros open which I have not yet received and which have not been received on my account
Automatic translation:
Public
Public
2 years ago
Dear Ralf
"Status: is being processed" means, it's being processed by the payment provider.
Withdrawals via bank transfer may take up to 7-10 working days.
We kindly ask you to be patient and simply wait for the money to be arrived.
Best regards
Public
Public
2 years ago
Translation
ok then i will wait until the 3700 euros come in
Automatic translation:
Public
Public
2 years ago
Thank you very much, Vulkan Vegas Casino team for stepping in.
Dear Ralf,
Please keep us informed.
Public
Public
2 years ago
Translation
I will do it, today I received another 1100 euros on my account and now there are still 2600 euros open
Automatic translation:
Public
Public
2 years ago
Translation
today we received 2000 euros again, 600 euros are still open
Automatic translation:
Public
Public
2 years ago
Perfect. One more payment to go. Please let me know when you receive it. Thank you very much.
Public
Public
2 years ago
Translation
Money has been received case can be closed mfg.Ralf
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ralf, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
