The player from Germany successfully requested a withdrawal of €700 from VulkanVegas but only received €626 after a currency conversion to USD. He finds the conversion process unreasonable and is seeking assistance, as the chat with customer support ended without resolution.
Vulkan Vegas Casino - Player’s withdrawal amount has been reduced.
Amount: €75
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 10m 35s
Case summary
1 hour ago
Public
Public
20 hours ago
Translation
Dear Casino Guru Team,
Today, I was fortunate at the following casino and requested a withdrawal of €700. The withdrawal was processed via Tether ERC20 and was very swift, arriving in my account just one hour later.
However, instead of receiving €700, I only received €626. When I chatted with the customer service representative, she informed me that a currency conversion to USD was conducted, resulting in the lesser amount. According to the transaction history (which is attached), I only received a USD amount of 680 dollars or 679.73 USDT (proof attached). Currently, the conversion rate is 1€ to 1.0805 USD, so they should have sent me 756 USD to equal the 700€ withdrawal. I contacted support about this, and they subsequently ended the chat.
VulkanVegas Transaction ID: f96fce67-a40b-4f31-88f0-9d00f22a78ce
Transaction Hash of the USDT transfer to my account: 0xb27f5e670e8ed71c171699fa31983a5fa525633fb929f180ac6f30ae9324ceb3 (etherscan.io)
I kindly ask for help, as I find it absolutely unreasonable to withhold €75 like this. I have played at this casino for a long time and enjoyed it, but this has truly put me off.
Automatic translation:
Public
Public
4 hours ago
Dear saschakevinjacobs,
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 clarify your situation.
Could you please specify if you made withdrawals through Tether in this casino before, and if a similar conversion rate was applied?
Could you kindly forward me the communication between you and the casino customer support regarding the transaction fees? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
Have you seen any information regarding the transaction fees when you submitted your withdrawal request?
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
Casino Guru is examining the case
