Vulkan Vegas Casino - Player’s deposit has never been credited to her casino account.

Having replenished the account through the crypto-wallet, the money was not credited to the balance!!!!! When I contacted the Vulkan Vegas casino support chat, the oppator replied that the money could be credited within 96 hours!!! I asked to show the paragraph of the rules where this information would be indicated, to which I received a negative answer that this is not written in the unk of the rules and such terms of enrollment are 96 hours. I think it's a scam!!!! Money has been transferred successfully!!! But they don’t want to credit them for one simple reason, before making a deposit, I used the bonus promotion when replenishing 95% and 35 frispin. This promotion was available with today's replenishment, and in order not to charge it in such a fraudulent way, they do not want to credit the money to the balance. I appeal to you and ask you to deal with this situation, the rating according to your assessment is 9.7 points out of 10. I think for such antics it is necessary to remove at least 5.0 points and not give such inflated ratings to such deceptive sites.

Dear Nadejdanadejda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 depositing any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

Could you please forward a screenshot of your payment to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Look at the address they change for some reason, but they answered me that within 96 hours there will be an accrual, let's wait, nevertheless, these 96 hours promise even to return the bonus, as the casino writes, these are standard terms, although this is not in the rules

On my part, of course, there was a transfer of 1 USDT less by my mistake, but when contacting them, I was told that this did not affect this situation in any way, just the standard time for crediting 96 hours. As for earlier replenishments, they certainly were and were withdrawn, only with the withdrawal there were problems, the money was not withdrawn for a long time to the private bank card, I then verified the monobank card and the money was withdrawn. Well, that money can be credited within 4 days, I have not heard this before, usually money is received instantly through the crypt

I'm not sure, Nadejdanadejda, if I understand correctly. Are you still experiencing difficulties receiving your deposited funds into your casino account?

Could you please forward a screenshot of your payment to petronela.k@casino.guru? Thank you.

Dear Nadejdanadejda

Sorry you've faced issues.

We do not quite understand if the issue still persists.

If the complaint is still actual - please specify the disputed transaction ID.

Kind regards

I apologize for such a long wait for an answer. Look, I received the money on my balance last Thursday. But the bonus that should have been credited is not credited !!! I wrote promised to consider within 2 days, not counting the weekend. Now I wrote again today to clarify about the crediting of the bonus, the operator Elvira answered me that this question was still being considered and said that the bonus would be credited soon, so when I asked to indicate the maximum time when it would be credited, they refused when I wrote that they had previously promised within 48 hours, as much as possible, they answered me that this could not be, that the terms were unknown and that the operator could not write such a thing, but I remember exactly what they promised, asked how to view the chat history, they refused saying that this is not possible. In general, there should have been a 95% bonus for the deposit, which was not issued, earlier they promised that it would be credited when the money was credited to the balance, now they have been on the balance sheet since Thursday and there is still no bonus

I think I understand a bit better now. You deposited funds into your casino account but the promotional offer wasn't activated. Could you please advise which exact bonus you tried to redeem? Please forward its name or the exact link here when replying. Thank you in advance.

So thanks to everyone who helped, the bonus was credited, I have no complaints about this casino. Complaint can be closed as resolved

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Nadejdanadejda, 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