The player from Germany had successfully requested a withdrawal of €700 from VulkanVegas but only received €626 after a currency conversion to USD. He found the conversion process unreasonable and sought assistance, as the chat with customer support ended without resolution. The Complaints Team intervened and confirmed that a charge for conversion was not justified in that amount. As a resolution, €75 was credited back to the player's account, and the issue was marked as resolved.
Vulkan Vegas Casino - Player’s withdrawal amount has been reduced.
Amount: €75
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 week ago
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3 weeks 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:
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3 weeks 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
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3 weeks ago
Dear saschakevinjacobs
Thank you very much for your message!
We are sorry you faced the issues like that.
We've contacted the PSP re this, but regardless - this is not your problem.
Indeed, there may be a charge for conversion (esp double conversion) but definitely not in this amount.
We have credited your account with 75 euro.
Sorry for inconveniences caused.
Kind regards
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3 weeks ago
Translation
Dear Veronika, thank you for taking on the case. The €75 has been credited back to me and I will now pay it out via the normal method (bank transfer).
@Vulkanvegas: Thank you for the quick solution to the problem. I am aware of transaction costs (due to sending cryptocurrency) for this withdrawal method (although these are not shown on your website), but they have always been within the usual range of around €5.
Automatic translation:
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3 weeks ago
Dear Vulkan Vegas Casino representative,
Thank you for reaching out to us and for resolving the player's issue so promptly. Your assistance is greatly appreciated, and I'm sure the player will be pleased with the outcome.
Dear saschakevinjacobs,
I am glad to hear that the disputed amount was returned to your account. Is there anything else I can assist you with? Please let me know.
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1 week ago
Dear saschakevinjacobs,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
