The player from Germany has deposited money into casino account, but the funds seem to be lost. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player’s deposit has never been credited to his casino account.
Amount: €15
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 years ago
Translation
Transferred via Sofort Klarna on April 19. As always. The money was also debited immediately. Only the money was not immediately in my game account, including bonus money and free spins, as usual. Immediately contacted live chat. They said it could take 72 hours. Then I asked 3 days later and they now require a written response from my bank stating the amount, the transaction, the number and the status of the transfer so that the request can be forwarded to the financial department. A joke. At my bank, such a confirmation would cost € 14.9. Also a scam to make money. I'm doing everything right and I'm not getting my money
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2 years ago
Dear Juergen,
Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about the issue.
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 which 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.
Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Thank you for the answer. I contacted my bank. Told me money went out. Casino, however, no bank statement is enough, they want a certificate from the bank, which would cost € 14.90 at Comdirect Bank. If the amount in dispute is 15, no alternative. Have been playing this casino for months. Never had problems with deposits and withdrawals. I paid up as always
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2 years ago
Thank you very much, Yogui1, for your reply. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's only one week now since the unsuccessful transaction (19/04/2021), I will set the timer for additional 7 days and if there's no development by Monday next week, we will intervene. Thank you very much in advance for your patience.
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2 years ago
Dear Yogui1
I see that the financial officer of VulkanVegas has filed a request to clarify your issue, but unfortunately no response has yet been received.
If we credit your account with 15 euros as to a loyal customer of ours, would it resolve the issue? 🙂
Kind regards
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2 years ago
Translation
Good day
Would be great if they would credit me the 15 €. Many Thanks
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2 years ago
Thank you very much, Vulkan Vegas Casino team, for your assistance.
Could you please advise if there will be any mandatory wagering attached to that credit or any other specific conditions?
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2 years ago
Hi all,
The amount of 15 euros (standard wager x2) has been credited onto your account.
Best regards,
Alexander
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2 years ago
Awesome, Vulkan Vegas Casino team 🙂
Dear Yogui1,
Could you please confirm it?
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2 years ago
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Dear Petronela
Thanks for the support. The money is in my account as it was before with no bonus or free spins, but better than nothing. Thanks also to the Vulkan Vegas team.
LG
Jürgen
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2 years ago
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Thanks again to everyone !!!
With best regards
Jürgen
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2 years ago
As the problem has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Jürgen, for your confirmation, and please don’t hesitate to contact us 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
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