The player from Germany had initiated a withdrawal of 4000€ from a verified account, but was then asked for proof of income. The withdrawal failed and only 2500€ was returned, with 1500€ deducted as compensation for a supposedly failed transaction. The Complaints Team had attempted to resolve the issue by asking the player for more information and extending the response time. However, the player failed to respond to the inquiries, leading to the complaint being rejected due to lack of information.
Vulkan Vegas Casino - Player's struggling with withdrawals.
Amount: €1,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Dear Sir/Madam,
On 06/12/23, I initiated a withdrawal of 4000€. As far as I'm aware, I am already viewed as a verified account holder (I've been playing at your casino for a long time and have successfully completed withdrawals in the past). However, I am now being asked for proof of income which has led to my withdrawal being marked as failed. The problem is, only 2500€ has been recredited to my account, not the full 4000€. I had a chat with one of your operators who claimed that 1500€ had been deducted as compensation. His justification was that supposedly on 11/11/23, 1500€ was credited to my account for a transaction that apparently failed on 06/12/23. But the timeline he proposed doesn't make sense.
Automatic translation:
Public
Public
11 months ago
Dear Rsagichnicht,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you wanted to deposit €1,500, it wasn't deducted from your bank account, yet the casino credited this amount to your casino account and let you play with it? If that is the case, I don't see any issue with the casino deducting this amount from your winnings.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
11 months ago
Dear Rsagichnicht
Sorry you've faced issues. Can you please let us know your account ID in order to investigate, since we were unable to find your account via e-mail provided within the complaint.
Regards
Public
Public
11 months ago
Hello everyone,
Thank you both for your replies.
Rsagichnicht, could you please provide the information required by the casino?
