The player from Germany had been waiting for a payout of 12,700 Euros for 6 weeks. After an initial cancellation, he had resubmitted the request and still hadn't received it. The casino had stated the account was under review with an undefined timeline. The player also claimed that the casino had deducted an amount of 7,300 Euros twice from his account. After discussions and investigation, the casino had credited the disputed amount back to the player's account but restricted him from making future deposits due to unfair advantage. The player had confirmed receipt of the payout and the issue was resolved.
Vulkan Vegas Casino - Player’s large withdrawal is delayed due to account review.
Amount: €12,700
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Hello!
I've been waiting for my payout of 12,700 Euros for 6 weeks now. After the first 3 weeks of waiting, my payouts were cancelled. I understand that, as there apparently was a casino-caused chargeback of my deposits to my checking account. The casino deducted the outstanding amount from my account balance, balancing the open deposits and, from my point of view, resolving the matter. I made the new payout requests on 18th and 19th of April, 2024. That's now past the 14 business days waiting time described in the terms and conditions. When I inquired with the support, I was told today that "the account is being reviewed by administration". When I asked for a processing time, I was told it's "undefined". The last deposit was made on March 24th. The account is balanced and there are definitely no open deposits. The response that the processing time is undefined is unsatisfactory for me. The casino's action of withholding the payouts indefinitely and without giving me a reason, I find very concerning. I would advise caution here..
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4 months ago
Dear Zirtec,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please explain in more detail what do you mean by saying "there was apparently a chargeback of deposits to my current account caused by the casino"?
Could you kindly advise if you made any successful withdrawals from this casino before?
Have you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Hello Veronika,
By that I mean that money that I deposited via instant transfer was simply transferred back to me a few weeks after the deposit. Vulkanvegas then deducted the outstanding amount from my player account balance a good three weeks ago.
I have already made many withdrawals. So far, always without problems.
I have passed the full KYC process for over a year now and am a "Verified" at the casino.
I played without bonuses or anything like that; just real money.
Thanks!
VG, Zirtec
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4 months ago
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Hello!
I was paid a partial amount of 5,000 euros today. However, the casino has now simply deducted 7,300 euros from my player account (the amount of the refunds mentioned above). This amount was therefore debited DOUBLE and therefore illegally. An amount of 7,300 euros was already deducted from my player account on April 18, 2024!! I am therefore still entitled to a refund and payout of 7,700 euros.
Thank you. Zirtec
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3 months ago
Hello Zirtec
Have you tried speaking to support re the money deduction in the amount of 7,300 euros?
Did they explain the reason?
Regards
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3 months ago
Translation
Hello!
I have not yet received a response to my emails to support. Unfortunately, the online support via chat was unfriendly and not helpful. I was told that the debit of 7,300 euros was correct and was the last information they had. There was nothing more they could do.
However, as described, the debit was made twice because it had already been posted on April 18th or 19th. At that time, my account had a balance of 20,000 euros. My withdrawal requests were canceled and the balance on the player account was only 12,700 euros. I have not received any information!! Of these 12,700 euros, a further 7,300 euros have now been debited, meaning the charge has been made twice. 5,000 euros were paid out to me. 400 euros remain in the player account. I request a refund of the 7,300 euros and a payment of the 7,700 euros.
greeting
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3 months ago
Translation
Hello,
As I have already written several times: The balance was adjusted twice!! 14,600 euros were deducted from me (of which 7,300 euros on April 18, 2024 and 7,300 euros on May 10, 2024). I cannot prove a paperless debit from my player account for which I was not informed, except in the form I described above.
I still request a refund of 7,300 euros!
Zirtec
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3 months ago
Thank you very much, Zirtec, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 months ago
Hello there,
Thank you Zirtec for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Vulkan Vegas Casino for their help in resolving this complaint.
Thank you!
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3 months ago
Translation
Hello!
What do you mean by again? These are the same deposits as above! Look at your transaction numbers - they are identical to above!!
We agree that the total amount of missing deposits is 7,300 euros, right? To compensate, you are entitled to 7,300 euros from my player account.
But you have deducted 14,600 euros from my player account!! You deducted 7,300 euros on April 18, 2024 and 7,300 euros on May 10, 2024. The deduction was made twice ! Please check this; also internal accounts!!
Zirtec
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3 months ago
Hello Zirtec
Thank you for explanations.
Did you get your winnings out of the deposits that were not eventually received by the casino?
We are investigating the matter.
Regards
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3 months ago
Translation
Hello,
No, I have made further deposits, all of which were successful and from which my winnings arose.
Thank you for investigating the matter!
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3 months ago
Hello
The amount of 7300 EUR has been credited onto the account.
But since the player used an unfair advantage with the deposits and did not inform the casino that the money were not being deducted from the bank account, the player will no longer be able to deposit again.
Regards
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3 months ago
Translation
Hello,
Thank you for the clarification and credit to my player account! I have requested the payout there.
@Peter, I ask that you keep this thread open until the final payment has been made to my checking account.
Thank you and best regards
Zirtec
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3 months ago
Dear Zirtec, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 months ago
Translation
Hi Peter,
The payment has just been made. I can confirm that my complaint has been resolved.
Thank you very much for your support in this matter and all the best.
Zirtec
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3 months ago
Dear Zirtec,
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,
Peter
