Vulkan Vegas Casino - Player’s withdrawal has been delayed.

So I’ve withdrawn 1000 euros in 3 separate transactions on the 10.06 , I got an email on the 11.06 ( payment successfull)

today 18.06 still there I no money on my account, I’ve talked to them really on asking for an proof of sending ( Auszahlungsbeleg) now these people try to tell me they need over 7 days to send me my proof of deposit.

i tried talking to multiple (agents ) I don’t know if they are not allowed to help, but they all acted dumb and kept replying with robotic awsners,

I’ve told them if matter is not solved by eow I will sue them for 3 diff charges

Dear Noos361,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I fully understand but on the website they say,

For the players who have successfully completed the verification process, the withdrawal amount from 500 EUR to 5000 EUR (or equivalent in your currency) will be approved by the casino within 5 business days from the date of the request, excluding weekends and holidays.

iam verified, the transaction is already approved and they lie about it already being send to me ( I live in Europe ) transferred money within Europa takes a max of 1 day. Provided by bank law

Dear Noos361

Please kindly specify the disputed transaction ID.

Kind regards

Dear Noos361

All three transactions are marked as successfully withdrawn.

If you did not receive the money onto your bank account, please kindly turn to live support and report the issue, they will collect all the necessary information and launch the investigation with the PSP.

Thank you!

I thank you for looking into it,

I guess you did not really look into it,

because if you did, you would see that I contacted the support days and days,

asking for information,

I have screenshots of my talks to your support employees, trust me you don’t want them to be leaked, as wired and questionable the are,

my request for investigation was made on the 14,06.

I’ve tried a lot of ways asking for an (proof of deposit) I was rejected many times,

so I cindly ask you not to tell me to contact support instead actually look into it.

And solve the matter

all I needed from you guys for 8 days,

was a ( proof of deposit) to go to my bank and see what’s up. I can show you screenshots of over 10 employees awnsering 🤖 to my questions.

I had the discussion with my lawyer already,

by ignoring my request and not proving crucial information, we can press up to 3 charges against you.

I think it’s a very intimate relation with a casino, I trust you my desposit I have to be 💯 % about a withdrawal and if something happens I can’t the support needed.

Iam not playing.

there rules I have to follow same way for you guys.

I don’t entend this enden with both of us parting ways, but I will stand on my right,

same as would you guys!

Thank you

I kept starting support chats asking for that prof of deposit,

keeing a backlog in mind and all other challenges that you may face,

if you need almost 10 days, ( 1rd of the month ) just understand the fact that I believe you guys payed, have mistake being from my banks side,

dont get me wrong,

you awsner to my complain asking me for the ID,

Thats good, let’s look into it right ?

But no

you just came back told me

something I already wrote in the complain.

While telling me to do something I already mentioned in my complain.

I don’t know why this is happening,

but I thinks it breaks a lot of trust.

just a Proof that I did inform support and that they did do whatever they say they are doing,

if you really looked into the case you would have seen this,

please don’t get my kindness as weekniss, as the wired acts of kinda slither through questions, and not providing Crucial information when rightly requested,

can result in multiple charges dear Vulkan Vegas.

I don’t want this to go public,

when solved I would like to delete it,

just showing you my intentions of solving this

just for transparency,

still no money, my question about the current situation with the Nachforschung with PSP, is being delayed

Dear Noos361,

Have you received your withdrawal from the casino yet?

No, haven’t received anything, neither the money 3 deposits of 400,350,250,

neither some type of proof of deposit,

asking the support results ins getting the same awnser I’ve got for 14 days,

we are already talk talk to press charges

I don’t get anyform of cooperation from there side, all I wanted is a proof of deposit so that I can go to my bank

fyi:

I’ve been contacting the casino almost daily , today I was told something new, that they currently working on it,

and that they can’t tell when it’s solved

so 16 days due and still no help from there side

Dear Noos361

Sorry for the inconvenience. We've escalated the issue.

Regards

hmm I guess you been saying this for the past 2 weeks now,

I don’t get it just payout the wins like always,

ive been with you since 2020 had a lot of wins a lot of loses never did I have this type of trouble, just send me the money and we are good

vor visibility I’ve withdrawn another 3 times

twice 400€ Euro and 210 euro =1010 euro on the 26.06.

combined with the (11.06)

1000 from before ( 250€,350€?400€)

you currently owe me 2010 euro

For summary

11.06.2024 3 withdrawls ( 400 euro, 350 euro,250 euro)= 1000 euro

MONEY NOT Recieved

26.06.2024 3 withdrwals ( 400 euro, 400 euro, 210 euro)= 1010 euro

MONEY NOT recieved

27.06.2024 2 withdrawls ( 450 euro, 200 euro,)= 650 euro

MONEY NOT RECIEVED

Hello everyone,

Thank you both for your replies.

Noos361, do I understand correctly that you have made successful withdrawals before? If yes, could you please advise when exactly you made the last successful withdrawal and how many days did it take? Did you use the same withdrawal method in the past?

Dear Noos361,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey dear team.

So regarding the withdrawal vom the 11.06

I still did not receive the money,

Vulkan Vegas is officially scamming me

they sent me a proof of deposit, I went to my bank they did not receive whatever was allegedly sent, ima beeing scammed for 1000€

its unbelievable

they are actually samming me for 100 euros,

it’s been almost a month,

Iam definitely suing, them over these 1000 euros

( talking about the withdrawal from the 11.06)

So this is for visibility the prof of deposit I got from Vulkan Vegas,

The date on the alleged proof of deposit was made on the 24.05

the 24.05

I made the withdrawal on the 11.06

somehow they had the proof of deposit made in 18 days earlier,

@vulkanvegas you have 5 days to transfer the money, or I will sue you on 2 charges

1 not paying out the win,

2 faking Dokuments in order to not pay wins

today is the 06.07

so if by end of 11.07 the money is not on my bank account Iam suing you will all force

Hello,

All the payments were sent via 1 transaction, please refer to the proof below:

Kind regards

Okey I will take this sheet an go to my bak again, right now,

I hope for a good news

, I will keep you updated

As promised here is the update,

so again you guys lie about the withdrawal,

my bank did an investigation that cost me 10 euro btw,

and there is no such deposit,

mad you guys sent here on the sheet, at the same time my bank 🏦 s suspicious of the proof of deposit ( as there is no date to it )

the prof of deposit is invalid,

ive warned you guys a lot,

I contacted your support team today and they completely ignored me

As I wanted you guys already,

we will now start escalate it, my lawyer is alread preparing 3 charges against,

you guys fuxked up for 1000€

you will now pay much much more then these 1000,

i made my intentions clearer, that I want to solve this matter,

everytjing we wrote here will be used for our advantage in court

it’s just pathetic how greasy you guys are,

just pay out the wins for god sake

here Is a chat from me and the employee 09.07.2024

Here is btw the most funny awnser so far after talking to this robot for 39 minutes

the random generator in her head says this

Hello Noos361,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yeah i mean you talk about patience

it’s been over 40 days

and the casino has still not payed my wins,

I don’t get ihr I’ve been a costumed for years never had any trouble.

so far nothing reached me

I’ve contacted support again and again, but nothing I keep getting robotic awnsers,

i trie to explain but they somehow have ahole in there had,

just stupid awnsers.

I tell them I did not receive the money,

they tell that the withdrawal was made on the 11.06

it’s crazy these guys are actually scamming me

I’ve talked to the lawyer he wants 450€ for putting me in this mandate,

I will pay them

but I will make sure I get them back from you @Vulkanvegas

so guys are risking slot of money just to pay out my wins this is crazy

Just pay out my wins, with your dumb support employees offering 0% dupport

coustumer satisfaction 0%

Still no money on my bank account,

the casino says all 3 transactions where send together on the 11.06

well it’s the 17.07

so overa month and still no money on my bank

Thank you very much, Noos361, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I gues Vulkan Vegas should just pay out the wins,

and we are all cool

Hello there,

Thank you Noos361 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. We would like to know what is the issue with the withdrawals and what can we do to help the player receive their winnings.

Thank you!

Hey Paul I can provide bank statement proving no money was received on the 11.06 neither after that, until today no money has reached my account

Just to be transparent the charges against Vulkan Vegas are finished they will be send to the Prosecutor as soon as a wish so,

I don’t care at this point,

ive spent 200 euro for the lawyer,

still no money on my balance

the withdrawals of the 11.06 did not reach me,

note I already invested the money ( in form of a lawyer the casino ( in case I open the case ) will pay a lot of money as fines for not paying me

ny lawyer already wants me to start the process,

i have screenshots of everything that I can and I will use before the judge,

I don’t know why Vulkan Vegas is willing take that risk of paying 10s of thousands of dollars together with having such a bad review on this site,

Dear Noos361

Tough case, indeed.

In such cases, the casino has nothing but to rely on the proof from the PSP (which was received and further provided).

We will contact the PSP once again, will give the highest priority possible. Hope to get back to you ASAP.

Regards

Thank you for the message, still that’s not my problem

if it’s a problem with the psp or whatever

you have the obligation to pay out wins

i will wait for your response

Still nothing on my bank account,

this is insane

Hello,

Just an update: we have not received any new proofs from the payment provider. They do insist that the transaction was made according to the proof above.

Regards

Okey so I will provide bankstatesments from the 11.06 ongoing

Dear Noos361

Please make it from 1.06, if possible.

Just received another updated from the PSP, that the transaction was successfully executed.

Thank you for cooperation.

Kind regards

Okey as adviced by my lawyer,

here are the bankstatesments of 06.2024

note: some sensible transaction made before the 06.11 ( the date the money got sent out allegedly) are blurred as they contain personal ID data and social security.

to ensure there safety and to provide you with much info as possible, the dates are still shoving.

For the transaction blurred before 11.06

you can still see the date but what’s written in the ( Verwendungszweck )

EVERY TRANSACTION MADE AFTER OR ON THE 11.06 is CLEAR VISIBLE, DATE+ Amount + reason.

if you guys want a letter from lawyer

I will pay him to do it,

note I will charge the money from you,

as it’s the second time Iam paying from my money to recive the payment.

Dear Noos361

Thank you for providing screenshots.

Just as we mentioned above, please provide the statement from 01.06

Secondly, there are some transactions blurred, so that it cannot be identified whether these transactions can be of what we are looking for.

Also, is there a way to get the statement that would be proved by the bank (e.g. with a stamp)? Thus, we will know for sure that photoshop was not used, etc.

Regards

We have now provided all data nessesary,

@Vulkan Vegas

don’t take this matter lightly,

mir this here end with a court case you know this will kost you way more then the 1000 you owe me

Ö

Note: I don’t have to do this

all efforts done by me will be used against you in court,

I talked to the bank these statements are proof without them needing to approve it, quote ‚ they’re type of documents are valid without the need of a proof,

any suspicion you may have you need to investigate after.

I waited long enough,

played to your rules long enough

you guys sent me an proof of deposit

that stated the money was transferred on the 11.06.2024

so I only need to provide you with bankstatemts from that day including the 11.06

min the statements provided I showed you way more going back to the 03.06

you request to get the statement from the 01.06 is unlawful

and a possible breach of personal information.

What initself is a viloation of data protection in Germany,

as I can see in you awnser you guys read my bank statements and saw that there was transaction no transaction from your side,

I will now ask casino guru to delete the post with the statements for my personal protection and only keep the screenshots for the transaction after or on the 11.06.

note: I have the legal right to ask for 5% Zins on the missing money .

i will not do that take this a sign of willing to solve this manner, outside court.

don’t take my cooperation as weekniss, I will sue the shit out of you guys if the money is not soon on my account.

you now have clear overwiev of the situation.

Pay your debt = it’s all good

keep lying to me = face severe charges and consequences as well getting fined more then you owe me,

don’t forget as of now,

I can press 3 charges, that I will all win

that’s for sure Ian getting the money Iam getting it either way

Dear  Anas

We were clearly instructed to ask for the statement dating from 01.06.

Thank you for cooperation.

Regards

Just cuz you have been instructed,

It does not automatically become and lawfull thing to request,

again why from the 01.06

you impling that I received the money week bevor I withdrew it ?

Listen here wierdos,

here is the statement going back to the 29.05

for you to see that there no transactions between the 29.05 and the 03.06

thaty why is not on the statement for June ( 06.2024 )

You now have everything you need I provided enough evidence

and to your awnser that you are instructed to do so,

I don’t give a single f***

about your instructions

the only instruction you have is to fucking sending me my money ,

stupid just stupid asking for an bank statement that goes back to the 01.06

i have the legal right to make of your intellect 🤣

you guys crazy

on your proof of deposit you say the money got send out on the 11.06

how can the money come earlier.

It’s not your fault, I gues Ian the one cooperating, being even dumber and sending you this shit,

I understand your bastard games you trying to play with me,

until I fold and stop asking for what’s money.

What pathetic humans

If you weirdos got any issue with me let’s face it in court,

I know you kids are scared that’s why don’t awnser my lawyer.

With your stupid awsner ( we have clear instructions)

flipping Iam angry as fuck ( we have clear instructions)

fuxking pay my money

just give me my money you pathetic kids.

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Okay

Dear all,

We'd like to simply forward the response from the payment provider, which is quite expected:

"Please note that on our side, the transaction has been executed successfully. From the statement your user marked more than half, this is not relatable for us. Kindly advise to check with your client to double-check with the bank, because after this transaction, the beneficiary has 5 other successful transactions. Hope this information suits you well."

Kind regards

So I will be direct with this,

I gave you time enough to solve this,

I will sue you

to the statement that I had sussesfull withdrawals after that only support my statement that there must be something wrong,

I really do not want to try solve it no more, I will sue you Vulkan Vegas

for not paying out my money

i don’t care if it a problem from your side or from the PsP side, that not my buisniss,

I provided you with enough evidence to support my claim,

will es you in court,

not that casino Guru will need to down grade your score on this webiste, as well I will publicly start talk about this issue on all sorts of websites including askgamblers etc together with the screenshots of these chats

you had your time you had your chance

neet you in court

Dear Noos361

If you wish to proceed with legal action, that is entirely your prerogative. We are prepared to present all necessary evidence, as the transaction was conducted in full compliance with the casino's terms and conditions, and the payment service provider has furnished proof of payment.

However, if your goal is to resolve this matter amicably, which is also our preference, we kindly request that you provide a bank statement in PDF format. Additionally, we strongly encourage you to contact your bank again, referencing the transaction number provided in the screenshot above.

Kind regards

Ok I will do as said contact my bank with the transaction provided,

hope this gets solved

Okey here I am ,

contacted the bank again,

musing the reference number etc.

The money did not reach the bank.

I will stay calm, it’s the third time you guys lie to me. About the transaction.

I talked to the banker about the situation, and he advised me to not share the bankstatment if there is any information on it, that I do not feel comfortable sharing.

He strongly advised me to go on with legal action, and that’s what Ian going to do.

2 months bruv 2 months for a withdrawal there must be something wrong.

I’ve been tried getting the money from you @vulkan Vegas

with no result.

I was very strongly informed about my rights in this case

i have the right to the withdrawan money

I have right for reimbursement for the times went to lawyer and to the bank.

I have the right to the money I spent for the lawyer.

I have a right for reimbursement for the train cost to the bank and to the lawyer.

I have a right to reimbursement for each measure I took to try to solve this matter outside court.

I have a right to add 5% off the original value each month on top of the reimbursement.

calculated together you guys owe more almost tripple the withdrawal,

I will sue you for 1000€ in withdrawal

and 1,700 Euro that consist of reimbursement+ lawyer costs+ travel cost, payper cost, telecommunications cost ( internet used to write in casino Goru ) and you robotic support.

The cost of my bank doing 2 investigations is also added +20€

u did want to send me the 1000 Euro well now I demand 2,720

offcourse I don’t expect you to send it to right away as you have trouble sending 1000 already,

thats my claim, you have yours my lawyer already sent you 2 emails, that until know did not get awnsered by your side.

It’s just sad seeing this escalate, u guess you wanted it that way.

will see you in court

All this trouble for 1000€

crazy

Thank you for the update Noos361, while I understand your frustration we are unable to assist you further in this matter. If you wish to pursue this case legally we wish you all the best. Before we close this complaint would it be possible to provide me with the evidence that you have not received the funds for our internal purposes? You can forward your bank statements to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Noos361,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes we are already on the charges, Iam just saying I don’t live in schlesweih Holstein, Vulkan knows what that means.

see you guys.

ive sent you the bankstatemt

Dear Noos361

Please kindly let us know where you've sent the bank statement.

Thank you!

Regards

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter