The player from Ukraine had deposited money at Vulkan Vegas but did not receive the corresponding balance. Despite having contacted customer service and being assured the issue would be resolved, the player was still waiting. After the player had provided the payment receipt, we had confirmed the transaction details with him. The casino then asked the player to confirm if the issue had been resolved. Upon receiving the player's confirmation that the issue had indeed been resolved, we had closed the complaint as 'resolved'.
Vulkan Vegas Casino - Player's deposit was not credited.
Amount: 320 ₴
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
I made a deposit at Vulkan Vegas. The deposit did not get credited to my balance. As recommended by the customer representatives, I reached out again after an hour. Unfortunately, the issue was not resolved. They allegedly forwarded it to the relevant department and told me to wait. In Kosmolot, such issues were resolved in 5 minutes. I am still waiting here. I sent them my statement, made a screenshot of the conversation where the representative claims that the issue will be resolved as soon as possible.
Automatic translation:
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7 months ago
Dear WRS2010,
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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino? Please forward your payment receipt 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
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7 months ago
Translation
Hello, it’s not the first deposit, but the payment system has changed at the cash desk, in other words, the recipient’s card number is copied and it’s trite from your application you make the usual transfer to another card. All screenshots and extracts are
Automatic translation:
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7 months ago
Thank you, WRS2010, for your payment receipt. I can see that the transaction was carried out by your bank on the 9th of September with ID276802799, is that correct?
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7 months ago
Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, WRS2010, 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
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