The player from Germany has deposited money into casino account, but the funds seem to be lost. Casino manually credited these money into the player's account.
Vulkan Vegas Casino - Player’s deposit has never been credited to his casino account.
Amount: €20
Vulkan Vegas Casino
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good day
This is the second time I've had the problem in no time.
On Sunday 2.5 € 20 transferred with Sofort Klarna. 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. It's already Friday and my money is still not booked. Can't be that with every deposit you have to worry about whether the money was transferred immediately and you can play immediately. Maybe you can help me
regards
Jürgen
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3 years ago
Dear Jürgen,
Thank you very much for submitting your complaint. 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 forward any relevant communication between you and the bank along with the payment receipt to petronela.k@casino.guru?
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.
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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3 years ago
Thank you very much, Jürgen, for the payment receipt. 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 a week now since the unsuccessful transaction (03/05/2021), I will set the timer for additional 7 days and if there's no development by Tuesday next week, we will intervene. Thank you very much in advance for your patience.
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3 years ago
Translation
Hello
Unfortunately nothing new. Money is not in the casino account although it has been debited for 2 weeks.
LG
Jürgen
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3 years ago
Thank you very much, Jürgen, for your reply. I will now transfer your complaint to my colleague Viliam 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
Hello Jürgen,
I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?
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3 years ago
Dear Yogui1,
Would you please specify the ID of the transaction, that seams to be lost?
Thanks in advance!
Kind regards
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3 years ago
Dear player,
I have just checked with the financial officer, can you confirm you have not requested a chargeback for this very transaction? Hence, we do not see the transaction/money on our side.
Kind regards
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3 years ago
Dear Player,
We've checked with the payment provider. The specified transaction was not found. This means whether you provided us with a wrong transaction id/reference ID/ made a chargeback or the transaction was indeed unsuccessful.
I see previously you turned to our support re another transaction, and we could easily find/identify the money. But this one is definitely wrong.
I am sorry we were unable to help you.
Kind regards
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3 years ago
Translation
Dear casino team
That really can not be. I can email you my entire financial report. Where's my € 20? The money has been properly debited. On 2.5. I almost only played with you and now something like that. Do not believe me? It can't be that difficult to understand that with Klarna. Do you think I'll pay another euro in if I don't even know if my money will be credited. Third time you fail to make the deposit. Everywhere it works differently. I paid in with Klarna as normal and didn't do anything wrong.
An annoyed customer
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3 years ago
Dear Player,
I checked again, there is no even a transaction attempt done from your side on 02.05.
Please kindly double-check your records.
Thank you in advance!
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3 years ago
Dear Player,
Hence the time the financial officers spend for resolution of this issue is way more expensive, I've credited your account with 20 euros (no wagering requirement).
Kind regards,
Alexander
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3 years ago
Translation
Thanks for solving the problem
LG
Jürgen
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3 years ago
Dear Jürgen,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
