The player from Germany had deposited €400 on 04/02/25, but the funds had not appeared in his account over 24 hours later. He had contacted support without receiving a proper response, and he was frustrated with the multiple verification requests following a previous approval. The complaint was rejected due to the player's lack of response to the team's requests for additional information, which had prevented further investigation into the issue. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Vulkan Vegas Casino - Player's deposit is delayed.
Amount: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello, good day,
Yesterday on 02/04/25 at around 12/13, I deposited €400, and the money is still not in my player account. Today is already 02/05/25, and the money is still not there. I contacted support, but there is no proper response; over 20 hours have passed, yet still awaiting. Once the money arrives, a withdrawal will be made. Not a cent more will be spent in this mysterious casino.
I verified my account, and it was approved, but a week later, after I requested a withdrawal, they asked me to verify again.
It would be great if you could take action. I also have evidence, like chat logs or transfers, to send, but somehow it's not working.
Automatic translation:
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1 month ago
Dear Ysno,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your deposit.
To better understand the situation, could you please provide the following details?
- A payment receipt or confirmation from your payment provider showing the transaction.
- The transaction ID number of your deposit.
- The method you used to deposit the €400 (e.g., bank transfer, credit card, e-wallet).
- Any response you received from the casino’s support team regarding this issue.
It's important to note that when a deposit is delayed, it is not always solely the casino's responsibility. The payment provider also plays a role in processing the transaction, and sometimes delays can occur on their side. That’s why we need to determine exactly where the money is stuck—whether it was successfully processed by your provider and sent to the casino, or if there was an issue along the way. Your cooperation in providing the requested details will help us move forward with this case and determine the next steps.
You can forward any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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1 month ago
Dear Ysno
Sorry to hear about your issue.
Can you please specify the disputed transaction ID?
Thank you for cooperation!
Regards
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1 month ago
Dear Ysno,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
