Vulkan Vegas Casino - Player's deposit is delayed and unprocessed.

The problem is that on the 13th of November 2024 I have deposited 10 eur, 11 eur was deducted from my card and I have not been able to get this money ever since. I have contacted the support at least a dozen times since 13.11.2024 every time they tell me to wait from several hours to several business days for an answer in my email. That is every time I contact them since 14.11.2024, because when I contacted them on 13th they told me to wait 24 hours and then contact them. I have contacted my bank they said that vulkan Vegas has confirmed the transaction so they cannot cancel it.

Dear nikolastefanov78,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you're experiencing with your deposit. To help clarify and assist you effectively, I have a few questions:

• You mentioned contacting the support multiple times without a clear resolution. Could you share any relevant communication from them, such as confirmation emails or responses from their team?
• You stated that Vulkan Vegas confirmed the transaction with your bank. Could you confirm the exact communication from your bank, and if possible, forward any related details or statements?
• According to the screenshots you provided, there appears to be a €10 transaction credited to your casino account. Could you please forward your bank statement showing the €11 deduction for further verification?

Your cooperation is crucial for us to move forward and resolve the issue. We need all relevant details and evidence to proceed with mediation and help you reach a solution. Without your input, we may not be able to take the necessary steps.

If you have any additional information or documents, please feel free to forward them directly to my email at petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!