The player from Germany had made a deposit of 50 Euros via bank transfer through WLPay, but the funds did not appear in his casino account despite having been debited from his bank account. He confirmed that the payment had been transferred to Vulkan Vegas, but it was not credited to his account. We had asked him to forward his deposit receipt and bank statement for further investigation. However, the player did not respond to our requests for additional information within the given time frame. As a result, we were unable to investigate further and had to reject the complaint.
Vulkan Vegas Casino - Player’s deposit has not reached the casino.
Amount: €50
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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8 months ago
Translation
I deposited 50 Euros via bank transfer through WLPay on 1st of September at 12:37, just as I have done several times before. The money was debited from my account immediately. However, the funds were not instantly available in my gaming account. I contacted live Chat right away. They mentioned it could take up to 72 hours, but assured me not to worry as it usually happens faster. I followed up on Saturday and again after 72 hours. They then requested a receipt of the transaction and a screenshot of my online banking to forward the request to the financial department. So far, I have not received my money nor any compensation for the inconvenience, despite being a loyal regular customer.
Automatic translation:
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8 months ago
Dear Theflydriver,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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8 months ago
Translation
The payment provider has already been contacted and the payment has been 100% transferred and is only in my account at Vulkan Vegas. It was not credited to the account.
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7 months ago
Please forward your deposit receipt as well as your bank statement for the month of September to veronika.l@casino.guru. Thank you.
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