The player from Ecuador deposited in the casino, but the amount wasn’t credited to his casino balance. The player confirmed the issue was resolved after the amount had successfully been credited to his balance. Consequently, the complaint was resolved.
Vulkan Vegas Casino - Player’s deposit seems lost.
Amount: $64
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Greetings Casino Guru team, on December 30, 2022 I made a deposit of $64 to the aforementioned casino, by the pichincha bank method, however, until today the deposit is not reflected in my VV account. The money was debited from my bank account and the payment status via safetypay reflects that the transaction was paid successfully (I know this information because I downloaded the pdf file and it shows me the link to access the payment status). I have contacted the casino support, however the only response they give me is to keep waiting and around 15 days have passed.
That's why I hope you can help me in my case, I can provide all the necessary information to help with the case.
I am grateful, waiting for a prompt response.
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1 year ago
Dear Danielch17,
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 might take up to one month approximately. 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,
Tomas
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1 year ago
Dear Danielch17
Sorry you've faced issues. We can see the support team raised the ticket for the payment provider, and it's being looked at.
Your patience is appreciated.
Kind regards
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1 year ago
Translation
Good morning, I will wait around 15 days for the month to complete, if I do not receive any news from the casino, I will comment again by this means. Something that I would like to emphasize, I made several deposit attempts on the VV page because my card rejected them, so it may be helpful to provide the ID number that appears on the VV page to which I made the payment. I remain attentive to any response in case it is necessary to pass the corresponding ID, thank you.
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1 year ago
Thanks for the reply to both parties.
I'll set the timer for additional 7 days.
Danielch17,
let us know if the transaction has been successful or not during this time.
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1 year ago
Translation
Good afternoon, I inform you that the deposit is still not reflected in my VV account, I have been waiting patiently for almost a month and the VV casino has not contacted me either to give me any details, this matter is really starting to worry me, so I hope you will can solve my case.
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1 year ago
Thank you very much, Danielch17, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Translation
Thank you very much for your help and attention so far, I will be aware of what happens.
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1 year ago
Hello Danielch17,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Vulkan Vegas Casino to join the conversation and participate in the resolution of this complaint.
Dear Vulkan Vegas Casino,
Can you please provide an update on the status of the player's deposit?
Kind regards,
Tomas
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1 year ago
Hello all,
Sorry, but the PSP has not yet provided the answer/checked the records. We are pushing this once again and hope for the soon resolution.
Kind regards
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1 year ago
Dear Vulkan Vegas Casino,
Do you have any updates from the PSP? Thank you.
Kind regards,
Tomas
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1 year ago
Translation
To this day, the deposit has not yet been made effective. Please, I ask that you understand my concern about my case, I know that it tells me to wait patiently, but a month and a half has passed, and I have not received any response from home. Please, I hope my case can be solved, thank you.
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1 year ago
Dear Danielch17
I can see our staff pushed the PSP at least three times. Unfortunately in vain.
Here what we will do - we will credit this money onto your account, but when the money arrives from the transaction - please kindly notify us.
Thank you in advance!
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1 year ago
Translation
Good morning, thanks to VV they have credited me with the corresponding balance, and as soon as the transfer arrives to my VV account I will let you know. Many thanks to Tomás who was also helping in the process, very kind.
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1 year ago
Dear Danielch17,
I'm glad to hear that you are satisfied with the resolution of this issue. Can we now consider the case closed?
I also want to thank Vulkan Vegas Casino for this gesture of goodwill.
Kind regards,
Tomas
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1 year ago
Translation
Good morning, yes you can now close the case. I'm leaving satisfied with the resolution provided and many thanks for the help to everyone involved.
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1 year ago
Dear Danielch17,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
